I am yet to receive feedback regarding my service booklet. It's more than a month later.

I recently had a very disappointing experience with the Nissan - Milnerton branch. On Thursday, 17 September, I contacted the branch to schedule a service booking and received confirmation that my vehicle was booked for Saturday, 19 September. I made the necessary arrangements, dropped my vehicle off as scheduled and expected the service to proceed as confirmed. However, approximately an hour after dropping off my vehicle, I received a call from the person assisting me advising that the service provider's offices were closed and they were therefore unable to obtain the required authorization to proceed with the service. My concern is: should this not have been checked and confirmed before my booking was confirmed for a specific date? Especially considering that I have been servicing my vehicle at the same branch, using the same service providers, on Saturdays for more than 3 years? I contacted the Service Manager and made him aware of the situation. He assured me that arrangements would be made for my vehicle to be collected from my workplace and returned once the service had been completed. I had specifically explained that this was important as I would be travelling and the mileage on my vehicle would exceed the recommended service interval if the service was delayed. Unfortunately, on Monday morning and throughout the afternoon, I received no communication from the dealership regarding the collection of my vehicle. I had to contact the dealership more than 5 times to try and get an update and arrange the necessary. I was only assisted after 3pm, when I eventually managed to make a new service booking and arrange for someone to collect me from the dealership and drop me off at work (in Brackenfell). The vehicle was eventually booked in for Tuesday, 22 September. Upon completion of the service, I signed all the necessary paperwork and was asked to complete a service consultant rating sheet. Based on the service provided at that point, I gave a rating of 5. I was also assured that my service booklet had been completed and stamped. As this had been missed previously at the same dealership, I made a point of checking before leaving. When I got into my vehicle, I noticed that the service booklet was nowhere to be found and went back to ask the consultant about it. I then waited approximately 15–30 minutes, only to be informed that my service booklet had been misplaced and that they would arrange for a new one to be completed and signed and sent to me. While I appreciate that mistakes can happen, this was yet another issue that I had to identify and follow up on myself. After everything that had already happened with the service booking, it was extremely disappointing to experience another avoidable oversight. Having experience in Customer Service myself, I understand the pressures that come with ensuring that things are done efficiently and within deadlines. With that in mind, I would like to offer a constructive recommendation: perhaps incorporating a Plan–Do–Check–Act (PDCA) approach into the service booking and handover process could help prevent some of these issues. A simple final quality-control check before confirming bookings, completing services and handing vehicles back to customers could potentially identify oversights such as authorisations, bookings, documentation and service booklets before the customer is affected. I am not someone who normally posts rants or publicly highlights poor service, but this experience has genuinely been very frustrating. The individual issues may seem small on their own, but when they occur repeatedly throughout one service experience, they become increasingly inconvenient for the customer. I am sharing this feedback in the hope that it can be used constructively to improve the overall customer experience and prevent other customers from having a similar experience.