I don't believe that for one moment. It is pure and simple "don't care attitude" good customer service and decent manners doesn't cost anything. Too many people just don't care at all.
Absolutely. Businesses and people screw up but the right gesture, and a genuine apology, can go a long way to restoring a relationship. At the very least, a call from the Dealer Principal offering an olive branch and his cellphone number, with an invitation to call him personally if there are any more problems, would be appropriate. People who are self employed learn this lesson very quickly, if they really need to!