I rather not complain or rant about my recent expe...

I rather not complain or rant about my recent experience. Instead, referring to my recent experience, I will give some suggestions on improving the customer service experience.

A customer service associate should always take the next customer in line, regardless if that customer was not assigned to them.

I arrived 20 minutes early for my appointment. Even though she was helping a customer, I was greeted by a service associate when I walked in. I told her I had an 11:00 appointment for an oil change and tire rotation. She said she will be with me when she's finished with the current customer.
Another associate was talking to a frustrated customer who showed up late for her appointment. After the associate I was waiting on helped her current customer, she started helping the frustrated customer instead of me. That was not a problem being that I felt she was just trying to get the lady out and on her way. The problem I had with this was that there were two other associates not helping anyone. Then I was asked by one of the associates about my appointment. I thought he was going to help me after he asked for my name. Instead, he pointed me back to the advisor who was helping the frustrated customer, stating that I was assigned to her. I felt that he or the other associate could have helped me, even though I wasn't assigned to either one of them. All I had to do was give them my key, which was the case after waiting for my assigned service advisor take care of the frustrated customer.

Periodically update the customer on their vehicle status through text or phone call.

I dropped my car off on time at 11:00 despite the service advisor taking the frustrated customer ahead of me. She told me that they will call me when the service was complete. However, I haven't received any calls until I called them at 4:00 pm. I was told that my assigned service advisor was not at her desk and asked if I would like her voicemail. During this instance, I felt that I should have been forwarded to someone who could tell me the status of my vehicle. I left a message with the advisor. In the meantime, my fiance called a few times to get an update on my car until she finally got someone who told her the car will be ready at 6:00 pm. She needs the car to get to work at 7:00. This frustrated me because I dropped my car off at 11:00. Then, at 5:44 pm, I got a call my service advisor that the car was ready. Again, regardless of whether I was waiting or dropping it off, I should not have to wait a day for an oil change and tire rotation, especially if I had an appointment.

Also, when I looked at the invoice, the PROMISED section stated 14:00 09AUG2019. I assumed that this was the time my car service was going to be completed. However, I didn't get my car until four hours later.

This is the first time, since being a Fort Mill Ford customer since 2016, that I've experience poor service. I don't know if it was just a rough day for the service advisors and the repair department, but there is definitely room for improvement.