Susuto

This is no different than taking a car in for a defect or failure. Service managers do whatever they can to limit being taken advantage of and thereby losing money; that’s their job. Trying to push your way around will get you nowhere.

Dale needs to take a breath and at least let the process work itself out. The GM is a douche for talking to him that way, but his job is to stonewall those who try to circumvent the system. What Dale could’ve done, after waiting until Monday, is try to reach a regional manager or similar position. Certainly, the GM doesn’t report to Mr. Jobs.