Why Perodua service so liddat one?

I typed this entry while I sat in the Perodua service center wondering to myself why the service standard in Malaysia is so bad. I called up three weeks ago to make an appointment to service my car on a Saturday morning. And they told me that an appointment was only available three weeks later, i.e. today. Now I asked for the earliest slot possible, that is at 8.30 am. And I arrived here at 8.20 am. There was a whole horde of people waiting outside the locked doors and I was a bit apprehensive, wondering if they were all here to service their cars. As it turns out, they were. But all without an appointment. So I “check-in” my car and settle down for a wait, which I am accustomed to and don’t mind as long as it is within reason. That’s at 8.40 am, by the way. Now I know for a fact that I am the first person with a confirmed appointment here, because I saw the appointment book. At 9.20 am, my car is still sitting outside in the parking lot and hasn’t been brought in for service yet. So I go to the counter and ask how come my car is still outside there.

Counter staff: Oh, you have to wait your turn, there are other cars being serviced inside.
Me: But I have the first appointment of the day, right?
Counter staff: Yes, but it only means you have a booked slot, not that your car is serviced first.

?!?!?!?!?!?! I thought an appointment for service means you attend to me first. Right? Right?

Finally my car is brought in for service and one hour later, still no sign of it coming out. So at 10.30 am, my mum (who is getting restless because it’s way overdue for them to finish up by now) goes to look around and lo and behold! The car is already ready, but they didn’t let us know. So we were kicking our heels and waiting around for nothing!