AutoNation Chrysler Dodge Jeep Ram Katy

We took our 2014 Grand Cherokee in for the latest recall and a water leak on the back hatch. During the appointment scheduling, I was told that the recall (software update) could take a few hours. When my wife was there dropping the vehicle off, she overheard someone at the dealer saying it was a 30-minute operation. Nevertheless, we made and APPOINTMENT for the service and repair. The vehicle was taken to the dealer at the proposed time (07:30 on a Monday morning). Not hearing any update at the end of the day, we had to call the dealer on Monday evening to ask the status. Upon checking, we were told the it had just been taken to the Body Shop for the additional work and wouldn't be ready until the following day. I received a call on Tuesday at 3:55 PM saying it was ready for picking up. When my wife was there to pick up her vehicle, she asked why it took so long (recall and leak fix). She was told that the duration was due to the volume of work. Why making an appointment for 7 AM on a Monday was there a “volume” of work ahead of hers? Or was the volume in the Body Shop (which I understand) the delay? The software update (Service Dept.) took too long to complete/deliver to the Body Shop.