Bad service

I purchased an Isuzu Bakkie from the Fourways branch as it was close to me for services. This branch no longer services Isuzu. I now have to go to Randburg, where I received the worst service imaginable. I have only realized that one fog light does not work and never worked. It took over an hour for them to replace the globe and to then charge me R1000!!! I repeatedly asked the receptionist to advise me how long it would take, I think she was more interested in her coffee and walking up and down than to answer me. After voicing my dissatisfaction loudly I was assisted by a concerned employee who had this bulb replaced in less than 3 minutes! So why did the receptionist make me wait for over an hour????