Dealer Is Intentionally Rude
The service writer greets your call with, "Oh, you again!" His attitude is that you are just an amateur who doesn’t understand anything about cars and insists on wasting his valuable time. You are not a valued customer; you have become the enemy. Many consumers are naturally intimidated by people in a position of authority. The service writer hopes to make you feel so humiliated that you will stop complaining about your car’s problems.
Dealer Offers to Sell You a New Car
At some point, even the most patient consumer will realize that the dealer simply cannot fix the car. The dealer still doesn’t want you to invoke the lemon law, so the sales manager will step in. "Because you have been such a good customer," he will generously offer to take your defective vehicle off your hands and get you into a brand-new vehicle. "Have I got a deal for you!"
A good deal would be if the vehicle you bought ran as advertised!
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