Same here, James. In today's competitive auto market, service, warranty work and parts sales account for more dealer profit than new car sales.
The smart dealers know that electronic diagnosis and upgrades are essential for the car's optimum performance. They also know that satisfied customers keep coming back and recommend their friends.
When I purchase a new vehicle, the quality of the service department is my prime concern. IMO, dealerships fall into 3 categories:
1. Volume dealers (often own multiple franchises). They are most likely to cut the cheapest deal on the purchase price(also quite willing to cut you the worst deal). Dealing and negotiating with them is hard work. Service may not be a priority with them. This approach is declining as net savvy consumers know all the invoice prices, special deals etc.
2. Service oriented dealers. Often dedicated to one franchise. Have been in business for some time. Rely on a repeat client base and referrals for success. Best way to assess: Ask to meet with service manager. Ask him or her to show you why you should buy here. You should be given a tour. Ask about electronic diagnostics and upgrades. With DC, most of their 5 star dealerships, fall in this category. Another good indicator of a customer oriented dealership is evidence of an ISO rating.
3. Just plain bad dealers. Incompetent, dishonest or a blend of both. It would be nice to say they never stay in business, but the reality is that the same individuals keep popping up, like a bad penny, even after losing franchises and bankrupcy.
If you haven't bought yet, you might want to pay a bit more for the car and get a rock solid dealer who will give you excellent service.
If you have already bought, and are not happy with the service, shop for new service, by interviewing the service managers. Contrary to urban myth that dealers will only service the cars they sold, a good service department will welcome you.
Times have changed.