Supply Chains world-wide are messed up right now
They weren't the first time they cancelled the appointment.
Hell- they weren't at the point when my part should've already been built and in transit to the shop.
It really bothers me when people accuse others of lying rather than acknowledging the far more likely prospect that they are either just misinformed or guessing at details. I would not expect a repair/appointment person to be as informed on the business workings of their company as those of us obsessive/compulsive types on the internet. Let's have some civility here.
I would expect if a representative of a company does not KNOW the correct answer- he not LIE and make one up.
Instead he should say he's sorry, he does not know, but will find out and get back to me. Then he should actually do exactly that.
Making *sugar* up, especially *sugar* I already know is untrue, is a great way to make your customers even more distrustful of your service ethic.
Even moreso in this case when they obviously lied the FIRST time about being certain they'd have the part for my car, so don't compound that with additional lies when I point that out after the 2nd cancellation for the same issue.
Playing devil's advocate here, but if someone is misinformed or is guessing - yet states their opinion as a fact that is actually incorrect, doesn't that essentially make it a lie? They may not be maliciously or intentionally lying, but it doesn't change the fact that they're communicating incorrect statements that are not the truth. As a receiver of such information, if it is proven to be incorrect, I care less about intent than truth in information.
If you don't know- admit it- and offer to get correct information for the customer.