Probably the books are kept separately for the parts and service
departments.

On Dealerships-- I have to tell what happened several years ago at the local
Caddy dealership.
Mt wife's parents drove a then new caddy from a Chicago suburb down to
Georgia to visit us. It was about the same time of year as now, and Chicago
was still in the throes of winter. On the way down, the headliner started to
come unglued and hang down.  As they came into town the engine started
running rough. No problem, we thought, since the car is new and obviously
still under warranty. My wife went to the local dealership with her father
to get the caddy fixed. Imagine the surprise when the dealer's servie rep
refused to do any warrenty service, saying that since they didn't sell the
car, they were not going to service it. Our family lawyer just happend to be
a part owner of the dealership. A call to him was quite interesting.  Also,
his girls happened to be in my wife's girl scout troup, and his wife was the
assistant troup leader.

My wife talked to him briefly, explaining the situation; then he asked my
wife to give the phone back to the service rep. About two seconds later, the
service rep turned several shades lighter in color, and started saying
nothing but yes sir, yes sir.  When all was said and done the caddy wias
repaired in about two hours, with an oil and filter change as well as a
complete wash job, all for nothing. One of the injectors had clogged,
(replaced) and the headliner was re-glued without any trace of the
operation. Had I done it, I would have likely wrinkled the headliner in the
process. I would have tried cleaning the injector, simply because at the
time, I had no local source of replacement parts at a reasonable price.