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You will find similar results at just about any dealership.
When you talk with the service writer in the service drive, you are not talking directly with the technician who will be working on your car.
In some dealerships it is possible to talk directly with a technician before they work on your car...you just have to ask in advance. That's about the only way you have a chance of getting just what you expect.
Suggest you change your own oil and filter in the future. Takes a good floor jack, an oil filter wrench, a wrench for the oil drain plug, a shop rag, a funnel, an empty plastic gallon jug, and an oil drain pan. Any mistakes made you can then blame only on self. Works for me.
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