I have been spoiled. I‘ve had the pleasure of working with a few service advisors that were knowledgeable. The most recent one was spectacular and unfortunately he moved to Porsche thanks to the decreasing focus on service and quality service at my old dealer. He cared to stay informed not only reading every tech journal as they came out, but also familiar with where parts are and what was was required to fix or replace.
As a consequence I’ve always found it important to be informed prior to taking my cars in for service as it is rare to get a service advisor that knows or cares what’s happening in the shop in detail.
In response to @Pshabou, it’s frustrating to hear the hoops he’s being put through, and most notably the $200 fee for the dealer to “deal with warranty”?! That would have been a red flag to me and I would have avoided them. That seems like a racket… I guess a question for them is do that charge that for customers with VIP or better yet, the 3rd party warranty they sell? It’ll be telling. That’s as good as saying they tack on a $200 fee for having bought your car elsewhere, or not offering you a loaner.