Customer service at two local auto dealership locations

Below is a review I left on Google Maps about a local Chrysler dealership that I just had an awful customer support experience.

Usually I try to be careful enough not to use harsh words in online review, but this time I have to say their customer service over the phone needs fixed. I even had to stop in the middle since I felt a bit offended.

1. Called to make an appointment for the side-mirror fix. Was made to wait online for 20 minutes. Even nowadays, very few customer service has introduced "long waiting line, we'll call you back" system. I understand it'd be costly. But daytime in weekday not everybody can stay on the line for 20 minutes. Please think about doing something for this. It was only after awhile when I noticed that I just should've called the parts department, but dealership should expect the general public to know a trick like this.
2. A lady answered but transferred w/o explaining anything to the new person, so I had to start over from the beginning. I guess "transfering without any info passed" is a common sense, in the US, or at least domestic service in this country. I know some US-based companies that provide service internationally does this differently where the transferred operator is already aware of why I am making a call. Anyways, as long as I'm alive in the US I shouldn't expect any improvement for this.
3. The next person, I assume he's in parts/repair dept., kind of made fun of me when I misunderstood what he was saying. I admit I'm not a good listener over the phone, I'm not a native speaker either. But he laughed as if he had realized he was talking to an idiot or anything. No comments needed.
4. Besides the phone experience, the step to order a repair parts of them requires to pre-pay at the site. Pre-pay is understandable but on-site only is a bit too classic (although I know another dealership has the same policy).

I just called another Dodge Chrysler Jeep dealership nearby. In 5 minutes I got to talk to a person I needed to talk to, and he was very nice even when I again took something he mentioned wrong. I decided to get service at this location.

Come on Sacramento CDJ, I was willing to make a payment that is way beyond $100.

We bought a minivan from Chrysler (at CarMax) earlier this year. The price was more convenient for us than Toyota, Honda, those which are considered to be (or at least in my community?) more reliable and high performance. But I was also convinced that the vehicle itself was "good" enough at the test ride. We knew that the large portion of the car's value comes into how easy and less costly the maintenance will be, and because none of our close relatives and friends had never owned Chrysler, we were just curious and decided to give it a try. Today I called two dealerships (our car is under the direct warranty by the dealer). Turned out one was horrible, the other was nice enough to my expectation.

I've been always wondering how competitive or not the auto dealership industry in the US, since their customer support technology has not shown any advancement at all to me, tech nor non-technology wise like I mentioned above. I know the many (all?) dealership are franchise so they may not be funded by the manufacturers for their customer support. If that's the case it's sad but understandable the poor service. This means, there's a lot that American car industries can improve (it's a good thing to realize the room for enhancement, right?)!