As a follow-up, I took the car in today to have the glove box strut that the dealer broke during the B service replaced. They couldn't fix it because they didn't order the correct parts! The service manager was not in so I think I'll just write him and the regional rep a "nice" letter explaining their inability to provide acceptable service. Maybe they're having a bad week....and by the way, they're not helping mine a whole lot either.

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99 E300 133K
98 ML320 99K
87 Saab 900 Turbo Conv 123K