[Bogie]

there was a small ding on the center console.

while replacing the console and the dash got scratched

I go pick it up and guess what...a ding in the center console.

I had a discussion about this problem in another thread. GM Corporate refers to these incidents as mutilations, as in the mutilation of the vehicle in some way (i.e., scratches, dings, dents, etc.). During our factory tour at Wilmington, they were very gung ho about avoiding mutilations. They had special covers for belt buckles, rings, watches...anything that might bump a vehicle and scratch it. There were posters and signs all over the factory reminding the workers about mutilation protocols. We (the visitors) even had a briefing on it before the tour, and were issued the protective equipment mentioned above.

I asked whether this mindset was passed down from Saturn Corporate to their dealerships, and the answer was basically "no". There is no Saturn Corporate culture to prevent mutilations once a vehicle leaves the factory. I was told each dealer has to be do that job. And, in my further discussions, no dealer chimed in and said they have a program to avoid mutilations. No briefings. No constant reminders. No protocols for equipment.

I believe your situation is endemic of the entire Saturn Service experience. The dealer who avoids or minimizes mutilations seems to be the exception, as opposed to the norm.

Part of this problem is the "old" Saturn didn't attract a group of customers who care about such things. So there was no need for such special care. Scratch the console? Who cares? Now Saturn has a car (cars?) where the owners care. It's the "new" Saturn. Saturn is trying to change its image. But you gotta match the image of the car(s) with the Service that goes behind them. And if your "new" image involves nice looking cars that owners want to keep looking nice, then you better communicate that to the Service line, and change how you touch those vehicles in the Service Bay.

This is bigger than the dealer. It is a Corporate vision. And I must say...sadly....Saturn seems to have failed to deliver that vision to their dealerships.

Such a vision won't stop mutilations; mistakes do happen. But it will reduce how often they occur. This not only saves the dealership money (how much is a console & dash, plus labor?) but will give owners the confidence that when they drop off their car, it is in the hands of Saturn employees who will provide the same loving care as the owner. Is that really too much to ask?