Joe, no you are not over reacting...I would have reacted the same way...

having attended "customer service" classes in the early 80`s....what I learned in those classes agrees also...

the other thing is...a satisfied customer usually comments to others about the experience 3-4 times...an un satistfied customer comments about it on the avg 15 times, plus negative "advertising" or word of mouth is VERY powerful....and in "not so good" times , its even more powerful.

I learned alot in those classes and I was the first Volvo dealer here to install a new post , a customer service mgr...and it really worked.

I also was one of Volvos "Dealer of Excellence" 6 out of 7 yrs, mostly based on happy customers...