Not a leading automotive brand

I have been servicing my Toyota 86 at the Toyota Dealerships.

The vehicle is now due for a service and for which the work to be done indicates oil replacement. The vehicle has on previous services always been given 5w30 engine oil but I was surprised that in terms of the quotation for the next service it now requires 0w20 vehicle oil. Also while it previously was given 5.4l of the 5w30 engine oil, it now says it only needs 4l of the 0w20.

I sent an email to Toyota SA requesting clarity on these 2 issues before i book in the vehicle as i am unable to get this from the service advisors / service managers at the dealership.

From my own research it shows that the 0w20 oil is thinner at both cold and operating temperatures and generally recommended for newer engines for better cold-weather performance. The 5W-30 oil is specifically recommended for warmer weather.

I have to date only received a standard reply email: "We acknowledge receipt of your e-mail. Concerning your complaint, kindly be advised that our customer care advisor will contact you and assist further." No one has contacted me thus far.

Is the level of service one has to expect now?