Customer Service Redefined

My Fiat 500 broke down with a gearbox issue on 15th September. I had it towed to my usual mechanic who preferred to pass the work on to a specialist - he was told that Alfia Auto was the place to go. I called Alfia and was told they are very busy and I should bring the car to them the following Tuesday, 21st September, which I did. By Wednesday evening, 22nd September I had received no response, update, or communication from Alfia. I whatsapped at 18.22, not expecting a response till the next day. By 10 on Thursday I had heard nothing, so sent a follow up whatsapp and called both their landline and cell number. Two calls were cancelled by Alfia and the rest remained unanswered. I needed some kind of timeline in order to extend a car rental - if they had simply said, "sorry, we'll only be able to check it next Monday due to the public holiday", at least I would have known. But no. I drove down to Alfia on the afternoon of the 23rd. The manager there didn't bother to get up, fobbed me off with "we'll get it up on the ramp on Monday and let you know by Tuesday and laughed at my questions as to whether their phones were working. Wasted time and petrol on my part to get information which they could simply have communicated to me by phone at 10 am. Based on their abysmal communication I posted a 2-star rating on Google, hoping that they would get the hint and catch a wake up on their customer service. Instead of that I received a phone call at 8.29 this morning, Monday 27th September from Alfia, saying (and I quote verbatim) "You gave us a two star rating on Google", "We don't need your ****", "We don't know you from a bar of soap", and "Pick up your car and take it somewhere else. Which I have now done - and received better customer service in 30 mins than Alfia Auto was able to deliver throughout the whole sorry affair. Maybe I'm expecting too much, but I always thought customer service was the be all and end all of any successful business....I am really looking forward to Alfia Auto's bestseller on how to communicate with and retain customers so that I can learn something. I'm also happy for them that they clearly don't need or want business.