I respect your opinion, but what you have written here is part of the problem with customer service. Now, I don't know the size or volume of the dealer in question. But I can tell you here, with a reasonably large volume store that the GM does not have intimate knowledge of what technicians are doing during test drives. The assumption is that they are following store policy, unless otherwise pointed out in some way. Now I won't disagree that the service manage may be the one setting the tone for how the service drive behaves, but again, to cast this one known instance of bad behavior onto the GM is incredibly short sighted and is making a ton of assumptions. If you had an Amazon driver mis handle a package, do you think that casts some direct reflection on how Jeff Bezos runs the company? No of course not. There are a thousand layers between that guy and Jeff, and his behavior is his own and not likely the reflection of a poor corporate attitude. People not in the service related industry so quickly and easily forget that every person has a story and every person has good and bad days. The auto industry for all I love about it is a meat grinder. Even during this panedemic many of our clients don't care that we are open with a 70% reduction in staff and are here busting our asses for them. Each interaction is all still 100% about them and their needs and their desire to avoid even the slightest inconvenience. It is a real projection of what consumers in America have become.