Beware of Volvo - bad service

My Volvo S60 notified me to have my car serviced for the 10000 km service. It notified me again a few weeks ago that I had to book it in for the next service. When I took the car in for the service they told me that I will have to pay for the service (even though I have a service plan) because it had to come in for another service before this time. They said they had no idea why the car did not notify me. Perhaps I am just used to BMW which is technologically superior and who's customer service is MUCH better.