Bad Experience due to Poor Communication.

Bad Experience due to Poor Communication.
I went in for a routine service of my M-Class. I was told 1 hour or less (Premier Service) so I waited at the lounge. After two and a half hours some one came and told me that my car will be ready in another 20 minutes. I complained about the long wait, without any updates. I was told that my service adviser is not available and that he is new at the job.