As a former Saturn fan, Becky bought into the whole tag line "A different kind of company. A different kind of car" (was that your work Mike?). But now, 15 years on, things are different. As Beckie says:
Bad customer service, as evidenced in this Saturn saga, will not only drive away existing customers, but through negative word-of-mouth, it will also drive away potential customers.
Anyone else taking this one on? You have got to love the web!
UPDATE: Sorry all ... got Becky's link wrong -- this is the right one!