FWIW - Pfaff
I have dealt with Pfaff for many years. They always been exemplary to me.
I imported a USA 996ttS up once because I couldn't find that particular option combo here and they had no issues with where it came from, fully warranty, courtesy etc.
I consider them to be the standard by which all dealership should strive to attain.
I treat them with respect, they do the same.
I'm just a happy customer, that's all.
Bob

 

Think you hit the nail on the head with that!

 

So far I have had zero problems with them, (bought two cars there and have a third on order). They have always been on time.Much better than downtown BMW.

 

Since I didn't see a "please wait to be seated" sign, I just sat down when my service advisor was available.

 

I run a service department and although I can't justify some of the issues you ran into, I can identify with the problems one encounters in the industry. For anyone who's ever worked on their own cars, you can appreciate that things do not always follow the 'book time'.

I do however have an issues with the way I have been treated by certain dealers. There isn't enough competition around and they sometimes have a 'my way or the highway' attitude. I bought my car from Pfaff 3 weeks ago and they were phenomenal. When I went by Mark Motors here in ottawa I was rather disappointed with attitude I got when I enquired about some potential warranty work and I understand is grey area (rear seat velcro has been detached from the carpet since I bought the car and the tow hook cover is a little looser than I'm comfortable with) but you'd think that they'd see a CPO car coming and roll out the red carpet. Think about all the work that they'll get if I come to them for all my service!

As mentioned, I'm in the industry, and **** happens, but when it does, it's important that it's dealt with head on and communication is paramount. It's not always about what's happening but rather how it's conveyed to the customer.