In situations like this, it's not worth talking to the manager. He might agree, but he's not shadowing all the wrenches on the floor. I say vote with your dollars and spend them with another dealership. Life's too short to try help people learn how to do their job right on your nickel. What's funny about all this is that dealerships don't pay more attention to stuff like this. Really borders on idiotic. They should be FANATIC about good maintenance service because that's where they make their profit.