Given the overall poor performance in the automotive sector in 2009, I find experiences like this pretty shocking; however, what is worse is that you are not isolated in how you were treated. I too had an identical experience with Mercedes and BMW in 2009. While it didn't change my decision as to which product to buy, it did shape who I bought it from (in other words, I faulted the individual dealership (and poor training by the management) rather than the auto maker themselves). Good, competent and through customer service is what should be expected by consumers and delivered, tirelessly, by companies. Anything less and the public will vote with their feet.