Adit, Most of the dealer ignore such customers (even if customers with real problems). nkrishnap said it correct, document it. I see every dealer has a website but usage is minimal. Have a/c for every customers, log every communication, scan the service request form and post it to there account, follow it with a detail report. This way every action is reported to customers and recorded, have a EPBX system with call record feature & CRM software. If a you show the record's to the customers, they will be more reasonable. But all this will take little more effort and money. Basically change the practice to electronics form, now-a-days even a restaurants uses gadgets to place order. a similar system will log all the complaints to the server and sent a mail to customer. Adit, when you are revealing the opening date for the Exclusive FIAT Showroom?