Car dealership - taking care of the customer beyond the sale

Why is it I sit in a dealership, they become my best friend, they will offer pretty much anything to close the deal, but service after the fact is garbage?

All of you have seen it on the glass with the sales manager tracking every detail of the sale (which in my opinion it shouldn't be visible to customers) but yet when I take my vehicle in to get serviced (a package that I paid extra for, and no I didn't get ripped off) I get told they have to go see.

Why doesn't the service department have the same "board" letting the department know what the vehicles progress is?

Situation. I bought a new vehicle about an hour north of me. We had it scheduled to get the work done. We take the vehicle up there the day before because the apt is early morning. It was supposed to be done at 12. When wife called (no pics) they couldn't tell her what the status was. So she went shopping and just waited. I call up frustrated that my wife is waiting because no one can give her an answer. When I call the "service department" the receptionist that handles this tells me she isn't even in the same building. This frustrates me further. I am on hold for 20 mins then she picks up the phone and says that it has been completed. I call wife to tell her, she shows up and they are unfriendly.

This is a large Auto park so I understand that they are busy, but why is this manager of the department/Auto park do this? I'm going to call the dealer I bought from and address it from there, but is there anything else I should mention? Just trying to fix this issue so it doesn't happen again.

Thanks and I know TLDR