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Change in my personal circumstances re timing and the service team bent over backwards to help me
I was kept up to date with what was happening and timescales.
I dropped off my car on the weekend for a service and warranty check as I was away. The agent could not find my car on the system and therefore did not check it in but put my keys in an envelope, he seemed flustered and didn't fill me with confidence
Dis what I wanted
Very efficient service thank you
The service level was very good however I wasn't impressed by the valet. Also the Adblue wasn't topped up.
The quality of work and information from service department was good, the long waiting to drop car off and collection wasn't as expected. I had to wait 15 - 20 minutes for both dropoff and collection.
They kept me informed throughout the process and ensured I received the best service
Service carried out quickly. Friendly staff as usual.
ADBLUE, I WASN'T TOLD IT WAS RUNNING OUT, SO 2 WEEKS AFTER A SERVICE I WAS ON HOLIDAY AND HAD TO WORK OUT HOW TO ADD THIS MYSELF AT A HIGH COST, THIS SHOULD BE DONE ON SERVICE
Fit me in at relatively short notice and completed all service requirements to a great standard. Nicely cleaned too, like picking up a new car.
I would be more satisfied if BMW had also taken care of the next scheduled service, within the service pack window. I have another service within 2 months of the expiration and I would have bought another BMW if you had showed me more loyalty.
Score would have been higher but all my personal settings had been cleared when the car was returned to me.
Good area to work while I waited
Looked after well
Neil was really helpful and friendly. I was booking in my new M2 for its run in service and he explained the reasons why this needs to happen etc., great knowledge.
They offered me an appointment at short notice, kept me informed and finished my service when they said they would
The service was excellent. Although probably more expensive than a non-BMW garage you do know they are reliable!
I felt like a valued customer.
There was a short delay in completing my while-you-wait service due to an equipment malfunction (oil dispenser) but I was kept informed and not inconvenienced.
The experience has always been amazing and they always treat you with respect and like they really care.
There was no pick up service and had to walk 2 miles
Customer friendly and very good service from start to end
picked up the car on time and returned it on time
Didn't get a call back about a item I wanted to add to the vehicle
car had fault which Lancaster sorted out V efficiently. Instructed brake fluid to be changed, service indicator kept showing, so it went back. No antifreeze screen wash at last service. In Germany on motorway, used snow to clear, windscreen scratched
Excellent customer service
Serviced efficiently no hassle.
Excellent customer service by the customer service operator - very attentive; paid attention to detail; was knowledgeable; kept the customer informed throughout; overcame problems. Car valeting was also to very good standard.
Quick to deal with my walk-in problem. The retail price of the tyres very high compared to other locations which is a shame. Top Tip: Valet welcome, but please give your valet staff clean clothes for wiping inside of windscreen; left it very streaky
Car serviced and fuel problem resolved. Took car home to find no internal lights working at night Had to rebook car in and return it to be corrected
The cost of replacement tyres was ridiculous. Needing a tyre for my MoT meant I had to take away and come back. Whilst I do not consider you should price match, you really need to be in the same country, let alone ball park.
As above - great customer service.
They are very informative
Slick process for booking in. Pleasant and efficient staff. Ready for collection at the time indicated at book in.
Greeted by name on arrival, kept informed of progress and final bill less than quote
The guy at the service desk was very good, he also discounted the costs a little
I had an issue with the windscreen washer system on what was one of the worst winter days so far. The service department fitted me in a short notice and resolved the problem quickly and efficiently
had expected to have wait "all day" for fault finding but was served in less than 3 hours
Staff were helpful and curtious.
Dear Mr Baker, I apologise you feel your experience with us was not what you expected, we will contact you to try to understand the reason why. Kind Regards Mike Toombs.
Very well informed on all the work undertaken
did what it needed and quickly
Bought the Vehicle just a couple of weeks before and within a few days had a brake fluid warning light on the dashboard. contacted BMW and booked it in and the whole process was a genuinely pleasant experience
Kept up to speed by Iain
I didn't give full marks because I wasn't offered a drink and the staff seemed too busy to really notice me
Safe are friendly, waiting area is nice and car comes back clean.
Given wrong pricing when booking service so not satisfied with that but service received once on site by Neil was very good.
Did what was expected
I had to amend the date of my original booking which was done online. Never received a confirmation so phoned to find that my booking had been completely erased.
I know the team at BMW from previous experience at Mercedes Benz and was one of the big reasons I went BMW this time, they are excellent and look after me very well - no complaints
Not happy with requests to carry out further work
As point 1 above
Very expensive for a service
Came in for an MOT, this was completed. Small item which I did not notice until later was that even the windscreen wash jets had been adjusted! Attention to detail, full marks, excellent. Car also washed and vacuumed, this was pre-arranged.
I was completely satisfied
Friendly and attentive staff at every stage of the process from reception to booking to arrival to service and finally valet.I waited in the dealership while the whole process was completed on time.
Fault analysis and fault repair were spot-on, even gave me a like for like courtesy car when the car had to be retained overnight.
it did what it said on the tin
Amongst other problems kept waiting for an hour to collect car after work had been completed. Unhappy with number of repeat visits to finish work and lack of staff to deal with collection plus charges that should be covered under mainatined contract
We still have the same problem!
Efficient and car's issue was sorted under warranty.
Fantastic service , I was kept well informed of all things taking place and didnt have to worry about a thing.
The service was better on this occasion however; I am 100% sure that it will be the same or better on my next visit.
Car parking not very easyAll members of staff pleasant and helpful particularly the gentleman dealing with my car
Same as above!
One quiery was not really addressed during the servicing.
it was good service
Conpletely dis satisfied however your survey wont submit unless it has 5*. This is a perfect example of how shocking your customer service is and how you dont want to deal with complaints!
Was treated very well
Staff were helpful, hire care excellent which helps greatly with the experience.
Only negative was they didnt clean car properly during service
Everything was goodOnly minor disappointment was the time: I was told it wouldn't take 1 hour and it actually took 2.5
Excellent customer service from the moment I drove the car in to leavng
Resolved the issue with little impact to my working week. Neil Rogerson very helpful
Always feel valued by staff and the got a lift back but the Series 1 with 3 tall people not great.
Whilst there had been a better experience all round from my inaugural visit . I was both shocked and disappointed that no more than a few hundred metres from the dealership my bonnet hood warning came on. This is not what I would expect.
One star off because I wasnt updated about the delay with my service due to needing to order a part in.
Slick and efficient. Drop and collect also went well
Good customer service, all elements promptly discussed, and solutions were found quickly for the issues found.
They were professional, courteous and they did the work to a very high standard.
All issues resolved as planned - 1 small hiccup but resolved quickly and to my satisfaction by Simon
Issue with the breaks and you are telling me to take it back and drive it. What if something was to happen to me and I get jnjured or worse? Or what if, by driving it I make the damage worse and then you void my warranty? Then I got the usual let me
Process for dealing with tyre insurance is a bit long winded and clunky. You need to streamline the process.
Great service from Simon in Tires - really appreciate his help.
Service completed well and handled extremely well
Very good service, but the car still makes the noise after 3 returns. Also had to book in again as the wrong part was ordered.
they dealt with the problem efficiently.
Same reason as above
Exactly wanted i wanted /neededEfficient tooGood coffee too
Friendly service, didnt have to wait too long to get the car in, in the first place, considering I required a courtesy car.
Good service friendly staff
Professional, and friendly approach
Good welcome into the dealership and swift prompt service
Service carried out in good time and everything explained that was found.
No problems, good service, friendly staff
Total transformation based on previous experience and the put the feedback to good use
The dashboard screen message fault was not found by the garage engineers but the replacement of the computer system has put the car in A! condition.
I found bringing the car in difficultI had to queue to book the car inIt was difficult to get through on the phone to the relevant person
I wasnt expecting the car to stay overnight but because you only had one type of tyres which meant I had to make arrangements to get myself home and to work the next day
I was happy with the way the Advisor handled everything.
Kept me updated
Pick up/ deliver my car from my house took to long.
Fix what was required
salesperson, David Snodgrass, is terrific
Completely satisfied. Excellent service from my salesperson Steven Hasler. He was knowledgeable and if he did not know always got advice. Extremely friendly but not over the top. He followed everything through from start to finish- fantastic service!
The showroom was clean and it felt well organised. All staff were very polite and helpful, making sure i was comfortable at all times.
They said a date and they made it happened. Also, Emma explained that if it didn't arrive in time, they would help by giving me another car as she knew I was giving in my car that day.
Very helpful people
Very nice people to talk to. Very Welcoming. The sales guy Nathaniel helped me choose a car that meets all my needs. He arranged for an extended test drive car which I highly appreciate. Also, all the different features were explained in detail to me
Really happy with the service, specifically Anthony Elder who was the person that supported throughout. He was professional, honest and communicative from the beginning to delivery. He even called a few days ago to check everything was ok. Great guy.
No pressure Long test drive with no hassle salesman very polite
James was a pleasure to deal with through out the whole process. No question or query was a problem.
As stated above I keep returning to this dealer in England due to the first class service I receive, not only when purchasing the vehicle but during the years I own the vehicle.
considering I live in London it was the friendliness of your staff (Emma) which made me buy from you. Took ownership of ensuring I got the car I wanted
Ive piuchased many cars but this was the best experience ever
Completely satisfied. Every member is staff I dealt with went the extra mile. A very enjoyable experience.
We had exemplary service at all times
Got the car I wanted, for the price I could afford...Emma Duthie, was brilliant in assisting in this process.
Sales Executive looked after me from first contact to handover, delivered on every promise, email and phonecall.The smoothest car purchase I have eve made.
David treated us with respect but also recognised that a new car is a big purchase, and wanted to make us feel special. He understood why we were buying this particular car (new baby), and made sure to highlight the benefits it would bring.
As in question 1 could not do enough
Staff always friendly and helpful. No request was too unreasonable on handover.
Salesman James was honest and explained things well. He knew when to push for the sale and when to back off.
James was quite attentive and patient.
salesman-Paolo Marsala exceptionaly helpful and polite
Emma Duthie was a pleasure to deal with both prior to attending the BMW Centre and whilst we were collecting the new car. Very helpful and informative throughout and willing to go the extra mile to ensure we were well catered for.
1-1 customer service
A very professional dealer, friendly, accommodating with excellent communication from purchase to delivery.
Whilst there was a curve ball thrown into the mix the way in which the dealership dealt with it was superb. A true measure of a business/service is not what happens when things go right but how they react when things don't.
Customer Service. Great dealership. Impressive building
Antony has sold me my last two BMWs and on both occasions has been highly personable and knowledgable. He never comes across pushy but instead uses a consultative and personal approach. Totally stress and hassle free and I am very happy with my X4.
Everyone was very pleasant and courteous
Everything met my expectations
From exchanging my car finding new car to delivery and collection day everything went smoothly
We cant fault any part of this process! The car was due to be handed over on the day the beast from the east descended!! It was no trouble to postpone until we were able to get to the showroom and the communication and re-arrangements were seamless.
I told them what i would like and they found it.
Very smooth and well run operation
Very good experience with Nathaniel, who made the purchase of the car very easy
Nathaniel who I dealt with both online and in person was excellent in all respects.
James and his manager Don were extremely patient with me, very re-assuring and at no point tried to pressurise me into purchasing the car. I had 2 test drives and was allowed to take the demonstrator model home overnight to be 100% sure about the car
Contact with queries that developed after our sales day were promptly answered and we were made aware by our sales person, Claudia, if she was not available who we could communicate with if needs be
They give the time and dedication to all aspects of handing over the car.
Nathaniel Philips and the two managers that I spoke to were lovely and caring and made the whole experience a pleasure
Excellent service all round. Emma was very helpful throughout and patient during the test drive!
The showroom was very nice
The process was relatively quick once I had made a decision and I was furnished with multiple models to chose from. Despite my prevarication, at no point did I feel rushed into the decision making process.
The dealership was simply a pleasant place to be. My car was prepared to an immaculate standard (I'm fussy!). James cancelled his day off to oversee the preparation of my car due to the time pressure of the transaction.
Professional, not 'pushy'. Came back with all answers when they said they would. Good test drive process - with someone who knows the car.
Great, Nathaniel did a superb job and made me feel comfortable with my new purchase!
Mark was very patient with us and we found him very easy to talk to!
Nice showroom, good selection of cars to see and drive and first class service from all members of staff encountered.
Great service from Anthony Elder, very down to earth and no too salesly which is nice. I only visited the BMW centre 3 times and the third time I left with a car. It was a quick turnaround.
All of the people I encountered was warm kind natured and awfully welcoming in their approach towards me as an individual.
Emma who sold s the car was fantastic, and extremely helpful