Sadly my experience with main dealers tend to match that of the article. They will be friendly and cooperative until a warrnty claim is involved, then you're in a battle.

My most recent main dealer disappointment was with toyota but its not limited to them. Ironically a good few years back I had good customer services from a Ford dealership - which has changed hands. Good customer service doesn't pay the bills for all those coffee machines/playstations and plasmas in the waiting area!