Man! Have we been down this road before!!!
Im going to try and not make this a pissing match, but yet throw out some real facts.
Ok, with any repair facility, you should get you know the technician/mechanic that is or will be working on your vehicle. I say its a good thing to build a relationship so you can trust them with your vehicle. Independent repair shops hourly rates are quicly catching dealers because vehicle are much more technical than they used to be. Does this make it harder to work on said vehicles. Yes and no. Onboard diagnostics have come a long way. There are specific codes that all makers use to help you fix a vehicle. There are also some codes that are dealer specific that may require special tools to repair. These special tools are what cost so much. But, the tools are useless if they are in hands of someone who does not know how to use them. Codes do not always mean failed part!!!
Most dealers, and all the ones I have worked for, have always backed thier work with a 1yr/12,000 mile warranty on parts and labor. The nice thing is that warranty follows you if you have moved or are away from your home dealer. I do not know(maybe someone else does)of any independent repair shop that can offer that. Now, as far as parts go, look down at the bottom of your work order. Dealers will normally state that factory parts are always used unless they are unavailable or they are instructed otherwise. If you want aftermaket parts, you usually have to sign or initial stating so. It is hard for dealers to guarntee someone elses parts, as they may not be made to exacting standards.
Independant repair shops can get factory parts. As with any part, there is a markup. Aftermaket parts that are cheaper, usually have a larger profit margin, compared to factory parts. In some cases, a factory part may be the only way to go.
Labor rates are always going to differ, dealer or aftermaket. Why they difference? Well that may be due to several reasons. Dealers are paid a certian amount per hour to perform warranty work. They are also only paid so much by service contracts and extended warranties. But, they are also paying to the best equipment and keep thier technicians trained and up to date with the newest technology. Some independents do some of this also, but its difficult and expensive. Most dealer trained techs tend to stay with the vehicle line they are most trained in, and once in a while they change. Some independent mechanics may jump around from shop to shop and you may not be sure what they know, and how they will treat your vehicle.
Ok, now from a personal view. I work as a dealer technician, and have for over 16 years. I am a ASE Master tech, as well as a Infiniti Master tech. I have only worked at 3 dealers my entire time in this field. I have seen and repaired a lot of other peoples attepted repairs that will just shock you. I take a lot of pride in what I do, knowing that people are paying a premium to come to me, or to my dealer. Does everyone I work with feel that way? No, not all. But a majority do. I believe I am representing 3 idenities at all times. Myself, Nissan/Infiniti and the dealer I work for. Make anyone of them look bad, and you make them all look bad. Customers will go somewhere else. I do what I can to explain my repairs and why they need them, and hope to build a relationship and trust. I know what to expect from our vehicles because I have seen what the difference is between a car that has been maintained, and one that has not.
Ok, I will get off my soapbox now. Beleive me, dealers are not your enemy. You have the right to demand more from them. Really you should demand more from any repair facility. Money has to be made on some level. People deserve the best service as possible. In the end, we are all human, and we make mistakes. Some admit them and make the right. Some dont admit them and try to cover it up.
Last but not least, I will say this...
"I do not go to a Proctologist to have my teeth checked out!"
P.S. If you havent noticed, I also highly support people doing it themselves. I try and make sure they know how to do it correctly so the repair lasts and they dont get hurt.