In Excess of 5 hours waiting no customer relationship management

I am internally conflicted by the service recieved at the Dekra Randburg branch. I went to the branch on the 13 of December 2018, after calling and asking whats the average waiting time would be for road worthy and Multipoint and was advised that it would approximetly 1h30. I added an extra 45 minutes incase there are delays. The Positives: The Technicians are extremely detailed especially if you are buying a car and need reports. The Negatives: After arriving at 13h00 and paying , i ended up leaving the place at 16h20, well beyond the recommeded time. I set down for 1hour before they took my car into the garage, this was after i had to go ask the front desk whats going on. None of the front desk staff have the training to manage customer expectation, at approximetly 15H45 i got up and complained that i have been here in excess of 3 hours with no feedback, the lady behind the desk said sorry we didnt see that your cars inspection was completed. I waited a further 30 minutes before getting my papers. (The car failed on account of a dented mag wheel, the technician lady explained to me excatly what was wrong and what i had to do to repair it, she was amazing). I returned for a retest two days later and it took them about an hour to review and pass the test. The front desk customer service was still bad, they seem to not care about the customer unless the customer is a dealership (everytime dealership people came in they ran arround to help them quickly).

After spending almost 5 hours at Dekra , the finance company requested that i return to Dekra and get a formal explanation on a note :Rear Axle alignment (no elaboration). I returned on 19th of December 2018 asked for the explanation and the examiner Cindy Boucher advised that the car had previous work done on the Axle , i asked her to re-look and she said no i need to get it checked out. After that confusing interaction i took the car to AA approved body shop , they advised that there is nothing wrong with the cars Axle and drafted me a print out, which was sent to the finance house and approved.

In conclusion, i appreciated the detailed nature of the technician but did not appreciate the level of arrogance when asked to please re-check. However my main issue is the lack of customer service at the front desk. These people dont care , no one appreicates the concept of time and comunicating to cusomters. Finally the manager seemed to only shout or scream when a regular or the dealership called and complained. Simply put not good enough!!