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1. I asked for a specific item to be looked at but, upon collection, the advisor said it had not been looked at as she hasn't understood the request. 2. While driving off the lot, I noticed the service date had not been updated on my idtive.
The staff are caring because while I was waiting to be served several different staff kept asking if I was ok and offered me a drink on a regular basis.
Same as above.
The service book was not stamped and this is the second time this has happened and as such it had to be returned.
Email said service would take 2 hours while I waited. It took over 3. After 2 hours nobody came over to say "sorry - gonna be another hour". On the plus side the coffee was nice.
When I rang for update on car In for service (to arrange my lift) no one answered the phone at the service desk- I tried for over an hour. The receptionist on front desk should be able to walk over to her colleagues and obtain this basic information.
Main issue was 6 week lead time when booking service, otherwise all was good on day of service
Would have been completely satisfied if the service indicator had not come on within a week of the service indicating micro filters need replacing. Would have made sense to have changed them during service if so close to service time.
It is impossible to speak to you when your car is not on Site, if you leave a message you don't get a call back
Bonnet clicked open on way out of premises, and had to re close it.
Very poor communications from the service adviser
Good experience and customer service
the car was ready on time with no problems
To me the measure of any company and its customer service is how quickly and efficiently they can respond to queries. Stratstone proved they can do both efficiently and quickly and left me feeling completely satisfied I'd made the right choice.
Kept informed about progress of service
I found explanations lacking, and found I was being 'told' rather than 'informed'.
We were kept informed of the progress of the service due to the fact it was not completed on the day We were not concerned as you provided us with a courtesy car Plus it came back washed and leathered.
Never had any problems and I love the fact it's always cleaned before I pick it up
Because the oil filter was left loose and I now have 4 large areas of oil in my car port and I had to return to the garage to get the matter resolved. However I am now faced with trying to remove the oil.
Tyre replaced due to puncture but pressures not correctly reset
All work completed to a high standard
I had a good customer service and well treated
Everything went perfect
the car was not ready to collect at the time agreed. This is not normal, I have been coming to Stratstone and Bridgegate before that and I have never had to go and remind reception that I was 30 minutes over the 2 hours agreed time. Not good.
Very easy from beginning to end
On previous visits you have given the car a wash and vac. This was not done this time. It may not be part of the service you provide now but you've already set my expectations.
Tom Smedley handled the booking with a very high level of professionalism.
Dealing with Stratstone is made a pleasant experience by their staff who always do their best to look after their customers interests.
everything dealt with professionally
The valet of my car far exceeded my expectations the team are a credit to your company please pass on my gratitude thank you
It was not a service but a new unit had to be fitted because water was getting into the rear light section. Did not really expect this to happen to a new vehicle.
No reason to complain
Excellent standard and communication throughout
Due to the above information I have shared.
My light is leaking water from somewhere. When it rains there is condensation. When i took it last time they dried it out and said if it happens again the light will ne replaced but they are now reluctant to change it.
Very good service from the Service Dept at Derby as always
Very well looked after by reception staff,however car promised to be available by 2.00 pm and needed to pick up my wife from care home at 3.00.Called,told car would not be ready until 3.30 which caused some difficulty! Cost £20.00 for taxi!
I am Always well looked after & my carccared for too
The job was done properly with no complaints.
I've never had any reason to complain with the service offered at the dealership, they have always tried to accommodate my best interests to date.
The Staff were very helpful
Excellent customer service from start to the end
detailed and precise information
Pleasant and efficient service
The team from booking the car in initially and picking it up when the work was completed we'e very professional, informative and polite a pleasure to deal with.
Good service, online check of the work and option to proceed online. Also came back cleaned. The subsidised price was also welcome as did consider going to an independent garage. Will keep coming back at these prices
Very good service
The team did everything they could to help
GETTING CAR PARKED WAS MAJOR PROBLEM
My car went for service , i reported 2 defects which i was'nt happy with the report back i am still getting the same feedback off the car
The service was good; however I suspect my car sustained some damage while it was with you, but unfortunately I have no way of proving it
I asked for an end of warranty check and MoT, whilst the MoT was fine I am unclear of what was checked and the outcome, I can only assume everything is ok.
Always a pleasure at Stratstone Derby. Tom Smedley in particular was a great help and. Dry professional.
Solved the problems I pointed out
from many previous expereiences
BMW Emergency call out was excellent and first class, Stratstone was less than satisfactory. Early contact with Stratstone 'all too much trouble (disinterested)'. could understand I wanted recall and problem fixed in 4 week without car.
Totally happy with the purchase of the car!But yet again they failed to deliver the after service promised. I had refused to use them after the purchase of a previous BMW from them after suffering similar poor service
They were wonderful
I filled this survey in last week. Jane rang me to say she was investigation, over a week later so no response!
Work completed in good time, car was cleaned and service member of staff was very professional
The service desk and the service manager will be expecting this dissatisfaction.They should get urgent training on Customer Relations. I will be happy to have an on site meeting to discuss my dissatisfaction.
Parking at the centre was appalling, with many cars driving around the centre for up to 15 minutes looking for a parking space.Once parked up, everything was fine, but getting all the paperwork signed seemed to take forever.
Please refer to response given under Carmel Smith's purchasethank-youSteven Smith
Kept us informed all the way from order inception to delivery. No hidden surprises, transparent in the deal and understood our spend capacity and what we wanted from the cars.
All the staff at Statstone were helpful and pleasant to deal with.
Everything was explained very well and the whole experience was lovely.
Good deal, did everything I asked, pleasant to deal with and ensured on the day that I was well looked after.
Just a very smooth experience
Steve Patterson at Stratstone in Derby took great care in tendering to my needs. He helped me select the right spec on the vehicle and was very knowledgeable. He kept in contact with me to let me know about handover dates.
Ryan was very helpful,excellent communication with no pushy sales techniques. Went well over and above to get the handover completed ASAP.
The only complaint I had, and it was minor, was that I requested the car was de-badged before delivery. This was not done, but in mitigation, your salesman was very busy and very tired.
I was very excited. But slightly tinged with sadness because the car slight damage to it, but the staff informed me straight away.
The salesman who we originally made the purchase with, left the company so we had to deal with a different person on delivery.
BMW Stratstone Derby made me feel very comfortable inside the showroom, offered drinks, talked through finer details and were always receptive of any questions asked. I was kept well informed of the progress of my new cars delivery
Originally wanted a factory ordered car, was then presented with a car that was already due to be imported the following week with most of the features I wanted.
They did exactly what they said they would and didn't dilly dally
We were made to feel very special and it made our purchases exciting.
Service was excellent from the sales aspect through to finance.
Staff available and knowledgeable. Kept us informed
Couldn't really fault the process. And problems I encountered were resolved.
Very efficient and welcoming. We were always offered refreshments. There was plenty of space in the centre so we didn't feel cluttered. The only negative thing is that the outside is very busy with customer and sale cars.
Quality, right product, right price
Service was outstanding
Top class service from Alex and Will of Stratstones Derby
Richard and Ian really looked after us!! They couldn't do any more for us if they tried! They have fantastic customer service skills and you should hold onto these employees dearly!!
Great customer service from Ian Haughy and Richard Hiron - they both made the experience effortless and we're both great embassadors for BMW and Stratstone.
The person who dealt with me helpful in every way and was very good.
Excellent service from Joe Cullen and handover was good.
Joe Cullen the salesman had a very personal approach through the process of purchasing my new car. Attention to detail was fantastic and there was a constant stream of communication for any queries or updates. Noting was every a problem for Joe
In my life I have bought 8 new cars & more motorcycles. This is my 1st BMW. Ian Haughey, the sales executive who dealt with me throughout, was by far the best I have encountered.His knowledge was second to none, professional& truthful. ThankYou.
The communication from start to finish was well maintained which means a lot to me.....Well done to Ryan who dealt with my purchase from start to finish and not simply passed around departments or who ever was available
Steve was really switched on, he understood what I am the type of person that knows what he wants so didn't give me any nonsense. Communication was excellent and even though delivery was delayed, he came in on his day off to do the "big reveal".
The sales guy was first rate, even though we were very busy professionals he made sure everything fitted in with our schedules.
From first visit arranging test drive, subsequent test drive, further visit to spec out and order car through to delivery and collection the whole process was highly professional, efficient and easy. Communication regarding delivery was excellent.