I agree, dealer matters! My Ford dealer is great, so no issues.
I’ve been buying new cars since 1975 (I began buying used cars earlier).
I have never bought the perfect vehicle - all have something that I would have designed differently. But most were okay for my needs.
The oddly shaped steering wheel that has been discussed would not be a deal-breaker for me. I would have bought a new Expedition (and Ford’s ESP) despite it - if I hadn’t had such a bad time with the dealership experience and part’s service. I am way past putting up with miserable service and then returning.
I have been amazed for some time how manufacturers tolerate bad dealerships?
Manufacturers survey their customers on dealer service, yet no one ever contacts the customers that submit surveys rating the dealer service poorly (or lack of part’s availability).
Perhaps dealers and manufacturers have so much business that they have no need to try to attract and retain customers?