MNBoxster, Sorry But I think you have missed the whole just of this post.
He was upset over the lack of service. It would not matter what type of industry you are in when you make an appointment to have something fixed or corrected then it should be taken care of. If the part was miss ordered or one of the tech's had a family emergency then the service adviser has a responsiblity to contact his customers and inform them of the problem.
If not then why bother making the appointment and plan on taking time out from your day? You could just show up and hope...
buster356