I have been around DC dealers, customers, and factory people for over 20 years now and I have a couple of observations to share.
First of all there are good and bad dealers, customers, and factory people. And not just in our business, in all businesses. Hopefully all the bad people will get run out of the business. The best way to vote is with your shoes and wallet. Don't patronize the bad guys.
Now for the factory controlling the dealer, that's a complicated issue. Dealers are independent businessmen, with millions of $$$ invested, and in most states (especially California) are protected by very specific franchise laws. Unfortunately you just can't get rid of one because you don't agree with how they do business. Contrary to some beliefs, the dealer gets paid to perform warranty. 90% of the time he just does it, and submits for payment, and the factory pays. Only in cases where there is abuse or the chance of misdiagnosis does he need prior approval. In our part of the country they charge DC $90. 00+ per hour and make 40% markup on parts used for warranty repairs.
For the factory, there are good and bad people also. Some know a great deal, and some are young and just learning. The experienced ones have seen every scam, and heard every story. They have bad customers and dealers ripping them off every day. Most of the customers they see are not happy campers, and that has to wear on you. Sometimes they are having a bad day also. The other thing is, it’s their job to protect the assets for the shareholders of DC. It is a public company and like most public companies they are there for one thing, to make a profit.
Now you have to balance that with keeping customers. From what I have seen there are customers you want to keep and some (not that many thank goodness) that you would rather send to GM or Ford. The reality is, the factory is probably not all that pleased to spend thousands of dollars for warranty repairs, any more than a customer or dealer is. But that’s why you have a written warranty. It tells you exactly what they will pay for. Nothing more or less. But the bad part is DC pays for their screw-up (that’s what the warranty is for) along with a certain number of dealer and customer screw-ups. Let's be honest here. If you didn't install the drain plug right, why should DC bear the close to $10,000 cost to replace the engine. Or the box you install to up the horsepower and the engine or transmission fails. Why should DC pay for that? Some dealers look the other way and cover these failures, but risk the factory charging them back after the customer is long gone. Any time the true costs are passed on to another party, they in turn have to pass those costs on someone else. So in the long run, you and I end up paying for normal costs of doing business, and a little extra for the screw-ups of others.
I have found that you get a lot more from the dealer or factory if you are calm, polite, and reasonable. From the tone of some of the posts I have read, it's no wonder some people get what they get. And spending a couple of bucks at the dealer now and then doesn't hurt. Go in for and oil change once in a while. At least you won't be viewed as the warranty freebie customer. You shouldn't have to, but this is the real word.
Attention: TDR Forum Junkies 
The third time I took it in, that's the excuse they stood behind and said they wouldn't cover it. They never looked further. The problem ended up being the axle housing itself, which the Dodge dealership in Brunswick ended up diagnosing and fixing. It took me 6 weeks to get this taken care of. I have a full time job and run a business on the side. I don't have time for that kind of crap. You should be upset and I don't blame you. Like another post stated, however, the wrath towards dealers on this web-site has been well earned.
