"The problem is that VCNA doesn't seem to care whether a dealer is good or not. Ford/Volvo is foolish. A satisfied customer tells his friends, a dissatisfied customer tells anyone who wil listen"

Can't ignore that. VCNA DOES care about all their dealers BUT they can't really DO much about any one of them as they're ALL privately owned companies in themselves who just happened to have enough cash to buy a Volvo (or other) franchise. That's how it works in ALL dealers everywhere. VCNA or any other car manufacturer does NOT own those dealerships BUT they do grade each one based on CSI scores with new cars in for warranty repairs. They also reward dealers who get good scores so any one of them with a staff that cares (note: not always the case) should always be trying to make and keep all of their customers happy. Realistically in the auto business (or any business), that's just not always possible. VCNA can't really punish ANY dealer as there's really nothing that they can do legally, even if they themselves think a particular dealer sucks (and I know they do too). It takes ALOT for a dealer anywhere to lose a franchise (worst case senerio) but in some states, it's almost impossible as the dealers are protected by law.
Problems that happen: Owner has bad attitude towards employees and/or doesn't "share the wealth" and THAT becomes obvious to all the employees. Old saying "S#&T travels downhill" SO the bad attitudes go with it and in the end, it's the customer who suffers for various reasons. Yep....seen it happen and more than once from the inside.....like where I'm at now for example, thinking about yet another "oh so fun" week in hell. ;) Over and out.