Mario, it is really sad to hear how you are "treated" in a way beyond the limit of any man's patience. Regarding the SFJ threat, your kind way of "abusing" it is always a superb enrichment.
I don't want to speculate concerning the OP's experience with MMC too much but when rereading it sounds like the bad experience happened more than once and then again after talking together about the issue.
Such an disappointing experience with the car maker can really be insulting regardless who of both sides is to blame. And it may influence the so far positive emotions the owner has developed for his pride and joy in a very unhappy way. It will hurt more deeply than it could happen with any dealership.
Although it can be a good feeling to be in touch with the manufacturer closely because it is seldom and unique, perhaps it is a lesson learned from the OP to limit the relationship to the manufacturer by having a nice factory tour and use any dealer in the function of an emotional "buffer".
Then it is easier just to change the dealer if an issue happens which cannot be solved and you must not sacrify the brand totally (which I really can understand regarding the OP).
Of course it is easy said when being located far away like me, and it can be very tempting to have a direct contact with the factory if you live relatively close. Or in the case of Mario e.g. one could assume that it makes sense to have a direct contact if you live in a country with very limited dealership, then you think that the factory is the better option...and it should be the case...if the factory offers customers contact at all.
Perhaps the factory must decide either to have a good and professional customers services/sales (which I cannot judge and it may be the case) or the factory really should leave the whole job to the dealership and should stop to be in competition with the dealership helping to clear all the relations and responsibilities.
