Service Authorisation

I called on the 2 Oct to get authorisation to have my vehicle serviced 2 months late. I was not advised the the time of purchase what the service month is as it was a used vehicle. I recieved an email confirmation authorising the service. On the date of the service 23 Oct it took the dealer 5 hours to get service authorisation again. I don't understand the rework when I had an email authorising my service. My vehicle was only ready for collection at 6pm. Due to the delays I have to rebook the vehicle in as they could not fix the software issue due to insufficient time.