waiting time shocking

Shocking service for the very first time at VW alpine pinetown. I was here at 07:00 and its now 11:19 and my car is not serviced yet, no updates whats so ever. Sandesh and John used to be my advisors and i have never waited this long. VW should have communicated with the advisor when they did the hand over from John and Sandesh. As a customer - this is a shocking service.