My altinater went in my Murano and I had to get to...

My altinater went in my Murano and I had to get towed home. Now I'm ready to have it replaced, I called Pep Boys this morning and phone was promptly answered to let them know of my plans. I was told that I didn't have to accompany the tow ride and my car registration was not necessary. Just give them a call when it's on it's way. My tow service via of my car insurance was backed up today, so I called Pep Boys again at 4:04 pm and let them know it may be a little longer. I was told no problem we're here. I ended waiting almost 2 hours for their arrival. When I called Pep Boys at 6:03 to advise them that my car was on its way, nobody answered the phone. I stayed on the phone for over 2 minuets while my call bounced around. I continued to call selecting different options to get a live person and nobody answered the telephone! Now here's a 65 yr young senior and a nervous reck about my car. When I finally got through my situation was placed in the hands of Jim. Thank Goodness for employees like him. "Customer Service is the provision of service to customer before, during and after a purchase." Perhaps this quote placed at the service phones can enhance the customer service provided via telephone late in the day.