No, I'm not an SA...and I don't even know any as personal friends. But I do have a great appreciation for what they have to put up with on a daily basis. After all, almost everyone they deal with is probably pissed off having to go into the dealership for a problem (most would probably rather visit a dentist!) I supect very few stop in just to say Hi.

You didn't say that you know more than the engineers or techs???? Then please clarify your statement of "Especially when it turns out that the customer is indeed smarter and more knowledgeable !"


Please keep in mind that the SA's job function is not to diagnose or fix whatever problem (real or imaginary) that's reported. Their primary function is to accurately document their customer's complaint. It's up to their technician to actually verify/diagnose/repair the problem.

So should a SA be expected to know everything about every vehicle that they encounter daily? To me, the answer is no.