People who think they know their stuff are sometimes victim to being jerks. I'm guilty of it sometimes and I'm in IT support. I don't believe I've done it while actually helping customers though. But stories in the backroom happen. I don't defend it, in fact I wish I was better. Mazda is the first time I've actually used dealership shops. For the most part my experience was pretty good. I even put alot of pressure on them to get me a fuel pump replacement ASAP. They weren't half bad. My parents had service done by Mercedes Benz dealers, damn they are polite and patient - guess you get what you pay for.