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They often overbook themselves to make sure they always have jobs for their technicians so that they're not paid to stand around waiting for work. So your car will spend 90% of the day sitting in the lot, and 1-hour being worked on.
Nobody likes to hear that, so they'll tell you "it's a full-day job, we might even need to keep it overnight".
If you took this issue to an independent shop (after warranty), they'd have you in and out of there within the hour.
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