For what it's worth...when I said "crap dealers", that was not directed at any particular group of employees. Although I have encountered poor techs (my favourite being the guy who didn't know what an S70 was, and kept asking me if I meant S60...), I have heard very much the same thing re: management from friends working at some dealers. New management & sales staff have been sent in (by VCUK, I believe)...and their techniques are..."alientating".
If you ask me, VCUK would do well to listen to what their customers value - in my case, experience, dedication, and a geniune interest in your car, whether it's an XC60 (my housemate says he saw one 'in the wild' the other day) or a PV. If they were to analyse why customers are so happy with the likes of FRF and MRG, they may start to see a pattern...
cheers
James
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