OK, an actual example.

The rear cargo light burned out on my old Cherokee Limited. When I was in for some other service, I asked the SA to have the it checked out and replace the bulb if needed.

The SA refused, saying that my model doesn't come with a rear cargo light. I re-explained that I had the top-of-the-line Limited, and it should have every little feature. The SA still refused to even have a tech looked at.

I then asked what is that thing in the rear roof that use to light up when I opened the tailgate? The SA still insisted that my model doesn't come with a cargo light, and continued to refuse to write-it-up.

I eventually had to drag the owner out of his office, and out to my Cherokee. While walking I explained the situation to the owner. When we got out to it, I opened up the tailgate and pointed to the cargo light and said "then what's this?" The owner then had a tech repair it.

Does that clarify my statement about SA's ?

How could I be anything but overwhelmingly impressed?

I finally (three months later!) got my FEH in for the recall service, as well as an early oil change and repair/replacement of my leaky sunroof and my driver's seatbelt (was feeding extremely poorly, requiring up to 10+ pulls to latch; was also aggressively locking with the slightest forward movement, such as to change radio volume while buckled.)

Due to all the issues (above) I brought the vehicle in with, the dealership had my vehicle for 2.5 days. My vehicle failed both recall-related inspections (listed here) and I received a new intermediate shaft. I was pleasantly surprised to find they had the part on hand and did the work, but again, they had the car for 2.5 days (heading to 2.75 days, really) due to the various issues (sunroof and seatbelt took a lot of time to go through their various evaluative tests, then repairs/replacements.)

All set and back on the road 'gain.

- Shannon (Geeky, Wild Texan)