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Words of wisdom from Russia: some car buying customers will react more poorly than others.
The customer had recently purchased the new Suzuki from the dealership and brought it back in to have a faulty shock replaced. The dealership refused. The results were probably a bit more costly than the shocks would have been.
No further words of wisdom here as we do not know the exact circumstances of the "shocking" incident, but just be thankful this hasn't happened at your dealership.