At the end of the day, the dealer is a SERVICE organization. If the point of contact with the customer is not sufficiently knowledgeable to discuss issues intelligently then the service experience will be bad. As the reliability of autos trends upwards, dealers that don't learn this will fall by the wayside as their service business dwindles. The margins on auto sales is rather thin, but the margin on parts and service is very fat.
My local dealer didn't appear to be the least bit concerned that I wouldn't be back. I was respectful, but indicated I wouldn't trust a service department that was unwilling/unable to do a proper oil change with the oil as spec'ed by the vehicle manufacturer. I'll continue to use the dealer for warranty work, but won't authorize one cent for scheduled maintenance. For that, I'll either do it myself or find a local mechanic who is interested in keeping his customers happy.
For what it's worth, I did get a call from Kia corp based on a survey after the service where I didn't give the dealer all 10's. (It was very favorable survey response, but I noted the issue with using the wrong oil and then trying to BS me about why they used cheaper 5W-30 oil instead and that Kia "recommended 5W-30 be used"). Corp asked if there was anything THEY could do and I said "nah, I already discussed it with the dealer and they're not inclined to change their practices. So we've agreed to disagree and I won't be going back there for scheduled maintenance." And they closed the ticket. The dealer then called me and seemed annoyed that I didn't give them a rave review and said I would receive another and they'd appreciate it if I'd update my survey. I said that my original survey answers would stand (and the additional survey never came). **shrug**
I don't mind paying for service, but I do expect it to be done properly.
Best,