Same thing happened at the Chevy dealer around here. And they alienated everyone and moved all service operations across town to the other location.
On the other end of the spectrum the local Benz dealer still does everything the old way, and they are known to be about the best in town with the best turnover rate. And they have the best bank and used lot connections, so good deals are easier find there. It's hard to tell if they do it on purpose or if there's an agenda. Both seem equally as likely.