There is an "apparent unwritten rule" with your se...

There is an "apparent unwritten rule" with your service department regarding "customer wait/no wait" after a vehicle is brought in for servicing.
Reason for Servicing: (Scheduled Appointment)
- Routine Oil and Filter Change and Tire Rotation
* Additional Issue: Test Electrical System

Upon arrival, my initial contact was with, Service Advisor, Brandon Cannon. (The assigned advisor, John Anderson, had not yet arrived). After confirming the work to be done, Mr Cannon asked if I was going to wait or leave the vehicle. (Mr Cannon informed me the secondary issue would take 2-3 hours). I informed him that I had someone en route. So, the assumption to him was that I was leaving the vehicle. I then proceeded to the customer lounge area.
Issue:
I arrived at the service department @ 7:25a. At approximately 11:30a, Mr Anderson introduced himself stating that he informed by Mr Cannon that I was still there. He apologized and then proceeded to say that a technician was "just" pulled my work order. Needless to say, I was not pleased with that after 4 hours. He then stated although I had an appointment, my vehicle was pushed back in work order. Again the assumption was that I had left the vehicle for a later pickup. He stated that this was a normal practice. Wanting to be sure of what I heard, he repeated it with somewhat of a smug and indifferent demeanor (as if I wasn't supposed to question him). Not Acceptable and Very Disappointing!
I later explained to Mr Anderson that my disappointment was not totally directed at him (didn't seem to matter). My disappointment is with the "practice". Whether my being there or not, my vehicle (or any other customer, unless informed) should not be delayed in work order.
I also think there was a lack of effective communication and understanding which resulted in unintentional assumptions by all involved.
Suggestion:
Whether a customer will wait or leave a vehicle for servicing, please ensure that your service advisors clearly explain the "practice", to avoid future misunderstandings. Be prepared in their response. At least display empathy when responding to a not so plesant issue. Anybody can be indifferent.
By the way, oil and filter change, only.
- Lost Time.
SL Thomas