Bad service, Bad attitude, also passing the buck

I brought in my car for key programming at 07h00 am, driving more than 85 kilometres per single trip, at 13h00 when I asked him what taking so long to fix my car, he said, my car is old model that's why it takes time to retrieve the code from overseas, I asked him has he phoned them, he said they don't have phone number for them, they only have email address and he can't do anything about it. But the most irritating thing that he is doing, he is parading with a gun on his hip in the workplace. I was so shocked.