On this occasion due to the issue outlined above I was frustrated that the fault was not fixed on the second visit so I now have to visit a third time... all the service people are great it just seems the process on this occasion is convoluted.
Car damaged, attempted to cover it up so It wasn't visible until I washed the car. No redress as I cannot prove it was them.
I was out of my car for 2 days. It caused me inconvenience and had to take extra day off work, which was unplanned.
Kevin Frier is a credit to your business.
The lady who dealt with me explained everything that was going on during the day plus updates with prices etc
Service started and completed in time stated.
Efficient reception, prompt communication of issues and rectification.
Due to the above I then had to rearrange for Autoglass to go to Lancaster to fit the windscreen. The wheels were ordered and fitted on the Monday instead of Friday.
everything was done, car picked up and delivered back as promised. Price ok too.
I had a noise with my car and took it there just before 1pm on Saturday. I had to wait and even tho most of the technicians went home I was still seen and my car was checked to make sure it was road worthy.
the staff are good in every way.
If your customers phone to book in a car service, be sure that the car is eligible before letting the customer take time off to bring his/her car to you for work to be completed.
The whole experience is first class - arriving in a covered area - being met and addressed personally - the good on-site facilities whilst waiting as in somewhere comfortable to sit and work with coffe on hand
Very friendly, helpful and efficient staff
Good communication, fast service and understood our circumstances
My car came in for attention to fix a driving noise. 1st attempt did not fix it so booked back in a month later. Told it required window runners so book in for another months time. 2nd visit was a waste of s day as nothing rectified now a 3rd visit
Fantastic attention to detail knowledgeable staff always going the EXTRA MILE! Superb!
They went out of their way to get my car service done in the morning while I waited avoiding a loaner and having tonretuen at the end of the day. I was even able to make my 11am meeting.
Took care of the issue and fixed it
Customer service adviser was not helpful and extremely difficult to reach via phone call. The front desk attempted to contact her several times, 3 emails were sent and still no answer or phone call back...unhappy experience.
Brake fluid change only. Collection and delivery service personnel great people.
Sam did a good job when I bought the car three years ago and he still had time to chat on having the car serviced.
Always happy to help and can do outlook. Service advisor Iain McCrimmon was outstanding in his approach toward customer care, thank you.
Always seem to do what was asked with little fuss.
As above. Very poor customer service. Been coming to BMW garages in MK for over 15 years but never experienced this level of appalling service. You need to train staff better on how to deal with customers. You are BMW not Ford or Vauxhall !!!
It all went smooth. No problem
Everyone is super courteous and knowledgeable.
As aboveLike a service should be - no fuss no drama
There was a problem with the collection of my vehicle causing work to be rescheduled.
Fast, courteous and efficient
Service all good; find it very strange that he sales team are absent, perfect opportunity to talk to me about options
I was kept well informed throughout the process and all proposed timings was met
BMW should target to exceed customer expectation.
Had new tyre. Visited the dealership to get photographed. Then was told the insurer would not accept without further photographs ( the car has only done around 5,000 miles from new). The tyre was replaced but I had to balance tyre pressures myself!!
Fantastic experience and well ahead of time
Nothing seems to be to much trouble
Service completed at time predicted.
Dealt with well and professionally
Service Receptionist was very helpful, despite her being very busy and the whole experience was much better than that I received from the dealer where I purchased the car !
The problem took 3 visits to fix. To be fair, it was a slightly misleading fault however, it could have been resolved on the second visit but, the issue was dismissed and not fully investigated. (It was an easily reproducible and detectable fault)
Service completed.Service advisor Ashlee) excellentHowever, there was no record of my needing a lift to train station and I was booked in as a Mini rather than a BMW in error.
The staff were polite and professional, kept me updated about the progress of my car service and made sure I was comfortable.
Very helpful, friendly staff
My fault was cured on the 3rd visit. 1st visit the dealer could not replicate. the second i demonstrated it and the senior tester was great, and then on the 3rd visit it was fixed.
A simple rear brake pad change, took much longer than necessary as the team couldnt figure out how to turn the service light off. In the end they had to contact BMW and wait for a response. We now have to go back in for the light to be fixed.
Booking a service visit is always easy, checking-in can be time consuming, often left waiting for periods whilst staff are milling around doing other things, not a personalised experience. Parts were damaged causing a one day delay in pick-up :(
Just all round efficiency and ease
in particular, highlighting the handover from Nikki Pettengell and Nathaniel Phillips, absolutely superb customer experience for me
Service rep kept me updated on the progress and recommended that they keep the car another day to keep working on the problem. However several rattles around the car still not fixed despite precise location of rattles given before work commenced.
it took me 10 mins to drop my car off and pick up the courtesy vehicle. The communication was excellent while my car was being worked on and the pick-up was fast.
Poor communication, rude staff and unorganized processes
No problems with the service, but the wash and vac was a bit below standard.
The turnaround was good, the work was done (I hope, no way of knowing), but the initial handoff between reception and service personnel was a bit vague. But it got sorted okay and I had a nice coffee and read of a mag that I wouldn't normally buy.
Apparently 900 miles to early for oil service. Had to visit before actual appointment. Then cancel service and told to 're book when less than 1000 miles. Told can't do anything as that's what bmw say. Felt as if trying to avoid final service plan.
First time I have had the car serviced and impressed with the meet and greet on arrival. Receptionist in the service department booked me in efficiently and answered ant query that I raised.
Sales person was polite efficient and very co-operative when I ordered the car and when we took delivery.
Staff were all very good and dealt with my queries very well.
I was able to get a good appointment , i was also picked up to collect my car just that they rarely have courtesy car for their clients.
Lancaster appear more competent than the first dealer I returned the car for a service. They did not put the seal on the oil filter which resulted in the car being towed to Lancasters in Milton Keynes to repair it.
At no time was I offered a coutesy car and had to arrange to be collected. Arrived at the Garage, asked to take a seat, then called round to the Mini Service Centre. I advised that I had a BMW not a Mini and was told that they were short on staff.
Always on time and very helpful in all aspects.
Took a long time to actually find the fault (mysterious knocking and clunking noise coming from the Front nearside suspension). But the guys persevered, and got there in the end.
the only problem was that I have to wait about 75 minutes despite the fact that I've mentioned the time for the car to be ready for collection!
The car was sourced very quickly and I was very happy with the overall deal agreed.
Very much enjoyed dealing with the Sales Executive (Anthony Elder). He was friendly (with a sense of humour - which I like), honest, and I never felt under pressure to make a decision. I also felt Anthony understood what I wanted out of a BMW.
The service I receive from the Lady when I collected my car was absolutely fantastic, she really good and friendly
James has been amazing! I have known James from my first car purchase through mini and followed him you bmw to get my second car as I know he would be so helpful and get the perfect car to suit my needs
Very helpful lady Emma Duthie, she explained everything to us in detail and got us the deal that we wanted. Explained the details in the car very well.
Emma With is was very efficient and supported all queries efficiently throughout
Emma was very helpful in helping me choose the right car and was very patient in explaining everything
Smooth buying process, friendly sales person - good to deal with a female sales person too, got the car I wanted.
Excellent customer service
Just found the whole experience easy, unpressured and professional. On delivery Kirill took time to explain the various controls and features; I did not feel rushed or hurried and I appreciated the time he took demonstrating various functions.
5 star sales experience let down a little by the delivery experience.
Anthony Elder was engaging and informative he listened and took time to discuss requirements in terms of both vehicle and price. He also actively owned the resolution of a problem when the vehicle was delivered
Anthony was very helpful during the purchase process and handover of the vehicle, and also kept me well informed while waiting for the vehicle to be delivered
I was kept informed of the progress status on the new car from order to delivery. We receiver a short video from Dillon Appleby, the salesman, once the car had been prepared for collection, which was a nice touch.
Emma fully explained everything about the vehicle went through all the controls was a brilliant help
The service through the whole process was handled in a very professional manner. As a pitch, I particularly enjoyed the video clips I received.
very professional and attentive.
James was friendly without being pushy, was informative and made the process simple.
Lancaster Milton Keynes
Milton Keynes
