Outsourced service section - BIG mistake

The outsorced service section to Bosch is really damaging your premium image. The look and feel and entire customer experience seem penny wise. Waited more than hour for drop off... did not pitch, walk to work (3km). No one phones to indicate car is ready (not to mention pick up). Waited an hour for vehicle, since indicated that in washing bay 'and close to ready'. Also tried my level best to get a sales person for a trade in, just never called back... Merc it is then.