I have been servicing my cars at FM Ford since the...

I have been servicing my cars at FM Ford since the place opened and this is the first time that I would give the service department a failing grade. The failure is in customer service not the service itself. To begin we had an appointment to drop off our car and I arrived on time. Three service reps were present when I dropped the car off. My rep was busy with a customer. The other reps were not busy but I was told I needed to wait for my rep. While waiting 2 more people come in who were also told to wait. Why couldn't the other two reps check us in? The visit was for a recall and diagnosis. I called twice during the day curious to get a status on the diagnosis. Both times I was not able to speak to any rep and had to leave voicemail. Both times I asked for a call back. My wife also called and had to leave voicemail. I finally received a call back after 5PM which was the time the car was supposed to ready anyway. My wife picked up the car and when she asked about the diagnosis she was told that a new water pump was needed. This would be a warrantee repair but they would not have parts until Tuesday of next week...The service rep did not offer to keep the car and provide a loaner but told my wife that the car was not safe to drive. The water pump issue is a known problem and there is currently a class action suit pending. I would think sending the customer home with a vehicle with a know problem, that could strand the customer would create an additional liability not to mention causing the customer great concern. I am not sure what happened to the service reps that used to be at FM Ford but you need them back. Or get the new reps some training so they can work like a team, provide good customer service and make sound decisions. If this was not a warrantee issue I would be taking my business elsewhere.