When I used to live in Phoenix, it was an easy drive to come up and see my Mom to avoid the packed full 40 minute canyon jumper. I was ferrying around relatives when someone rolled down the passenger side rear window... and it wouldn't roll shut again. I don't know if this is a frequent occurrence, but both my 2000 and 2006 both had bad luck with the power window regulators (and oxygen sensors - but that's another story).
Anyway, I called this place up and the lady who answered for the service department said, "Oh that's a minor fix. Just bring it in. You don't need an appointment for that." Okay. That afternoon I pulled in and the greeter asked what I was there for. I told him. He asked if I had an appointment and I told him I didn't. At this point, he seemed to get pretty perturbed that I didn't have one. I told him what the person who answered the phone told me. He took the car in and it did get fixed, but it left me with a sour taste in my mouth. A disrupt in communication between the front desk and the service center really shouldn't fall back on the customer in my book. Don't practice it at work and don't tolerate it on the home front.
It's too bad because this center is just down the street from where my family lives but life's too short to argue about who said what. To make things worse, they also suffer by comparison with closely neighboring Phoenix which has 2 Chapman centers and 1 Penske center which all rocked.