Greed and poor customer service

As a broker, I always work in the best interest of client with Treating Customers Fairly a primary objective. Today I was however subjected to poor service by the Dealership probably because of greed where dealers or sales people frustrate other FSP in serving and providing their client with world class service. I had a client who was travelling from Giyani by bus to take delivery of his vehicle. I was made to wait for 4 hours for an invoice in order to confirm insurance cover by the Sales Person called Beauty Ramokhoase. The reason been given is that the invoicing clerk was not available. How is it possible that the client will come and take delivery of vehicle if no invoice was raised? This is a strategy for feeding their own preferred Brokers thus eliminating other FSPs. My client was made to wait whilst we try and secure cover with his insurance. A simple process of adding a vehicle on a policy was made a nightmare. If it was not because of perseverance, we could have lost a client.