I made an appointment approximately one week ahead of my visit for an oil change. I was given an appointment for 10:15 AM Thursday, December 27. I arrived at approximately 10:00AM and signed in. After waiting for a little over two hours, I inquired as to what was taking so long. I was informed that several customers, who did not have specific appointments, had arrived before I did were having their service needs done before mine. Ultimately I waited three hours before my vehicle was ready. If service is actually performed on a first-come-first-served basis, why was it necessary for me to wait nearly a week to get an "appointment" time? In all fairness, all of the people I interfaced with and the service performed was first. I just think there is a problem with the "appointment" process.