Back on topic (and away from the crap) there is a dealership in Upstate NY that has been a combined Chrysler/Jeep/Nissan dealer for some time. 10 years ago they had the pull into a garage and drop off your car service department and had some great reviews. Now Albany's giant Toyota dealer has the same layout, which is rather nice when you're dropping off a car for service in the snow belt in January.

Cadillac NEEDS to have BMW/Audi/Acura service and pull-in garages. Sure, it'll take something off the profit margins, but making repeat customers and bringing more people to the brand is going to do more good with market share. Not to mention making that a standard across the brand is going to be required if/when Cadillac goes global.

Most of the time, the customer IS an idiot (having worked retail and also looked at extensive warranty claim data for vehicles). They may have a valid claim on their hands, but their idea of what is wrong and what is to be done about it is often out of whack.

The solution for this problem is what BMW (and many other lux brands) already do - included in the price (or for a very reasonable fee) is a comprehensive care package which includes the price of all service work through 36,000 miles. This means the vehicle is more likely to return to the same dealer (versus a tiny mom-and-pop garage) and be serviced by the same technicians- and it will get all of its required work versus getting into an argument with the customer that they did or did not do something which caused the problem.

There is something to be said about having the piece of mind that for 3 years, everything that goes wrong or needs to be done to the car won't cost anything more out of pocket.