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Took three attempts to fix my car and the information from the service team was very poor or nothing
Great communication and service from Tom Smedley.
Excellent service as usual
Kept me informed throughout
Took my car BMW X5 into Stratstone Derby for 2 year service. I waited for the service to be done took about two and half hours to complete that was the time they told me.
As described above, fairly satisfied with the outcome but the communication, service and efficiency were definitely lacking.
Super staff, quick service. Nice surroundings too.
Very satisfied with service.
Very happy. Much better than Others including Sytner Leics. Stoke and even Chesterfield. That's why I go back
Welcoming and good communication
Our X3 was returned in pristine condition with clear explanations of the work carried out and recommendations. The video was clear, concise and it was also good to see the underneath of the car in full working order.
Did not solve the problem in fact it came back with more problems.
Reasons for aboveAlso booked for a oil change then told I need a vehicle inspection ar cost of £80Surely this should be freeThe email of vehicle check said it was free but charged for
No courtesy car but they wouldve been If I had waited another month for the service this is why I have given a score because the service was done but upset about the courtesy car that needs to be more available
Good service however I had to wait 5 mins to be served
Overall it was fine but did cost more than I had anticipated
Did not enjoy the experience at all. Did not feel I was taken seriously. Was not totally convinced by the work undertaken or the explanation given. A week into the service, only after a big moan, I receive a loan car. That was the highlight.
Although clearly quite new to the role, the attention to detail and the knowledge of protocol/procedure shown by Erin throughout was first class! However, I must say that I was a little disappointed with the overall result of the valet.
As above, also no follow up call with the results of the cars visit. The car came in polished and was washed by the dealer removing the Polish!
Car kept for a total of a week and returned after 6 days still not working.
One of the points in the correspondence video was that I needed to change the front two tyres as they were just below 5mm. The tyres are not dangerous or illegal and will not need changing for a long while given my low mileage.
car was booked in for warranty check and managed to get service in same morning
Good communication and service, car was picked up from the house and delivered back within the desired timeframe. Car was nicely cleaned and washed.
Friendly and easy
I bought a service pack and obviously this was all advised. £800 and only 2 services, would have been less expensive paying for each service. I doubt I'll be buying this option again. Service was OK but not the advice for the service pack.
The levels of communication and aftercare service are appalling. I was given misinformation regarding my previous finance agreement and mis-sold retro fitted parking sensors. It took the dealership 3 months to resolved with me constantly chasing up.
Stratstone Derby unfortunately were unable to assist me when I first contacted them with fears over safety of the vehicle, however BMW Emergency Services collected the car and took it too Stratstone Derby who dealt with the issue within 48hrs.
As above, very pleased with the service. Very nice little extra touch was collecting my car and they had put the roof down (as the sun was out) ready for me - great example of knowing your customer and doing a little something extra.
Tom and Erin were excellent
Excellent service given by Tom Smedley
Listened to the previous issues I had with my car and resolved it, also technician fully explained what the problem was and what they did to resolve it
I don't know what they could have done better.
The quality of the service was good but the communication on when the car would be ready was poor. I had to wait for an hour for the car to be finished even though I had an update call to confirm the car would br ready by 5pm at 3pm.
A part was identified under warranty that needed replacing. We booked the car in at the next available time but had a call a little later to say the part had not been ordered and that we need to re-book a further appointment. Not happy!
Efficient booking Loan car. Super staff on Service desk
Very attentive and knowledgeable on product
Helpful staff but no-one on reception for ten minutes when I returned to collect the car, although I was offered a coffee by a passing member of staff.
An excellent service advisor who although in training will is a valauable asset to the service team
Debbie was excellentb
Very efficient & friendly service
As above, car ready when said
Because you emailed and phoned me to arrange a brake fluid replacement and a three year warranty check, then when I turned up for the appointment, claimed no knowledge of the brake fluid replacement. Also, because I had to leave the car with you ove
I was greeted by Erin Barry, your service advisor, who did all that she could to ensure that all went as planned. A loan car was provided for me which was a great help.Erin called me the next day to confirm my car was ready at the time we agreed.
Bar the unresolved issue, very happy
They are grand. Very helpful and friendly.
I was completely satisfied.
Friendly staff no waiting around
On this specific visit there were no issues
Sadly the fault is still there. So I now have to come back again. Ive asked for a courtesy car and its about a month until I can get one - so I have to wait.
Honest and explained the procedure in English, with no jargon.
First class customer service
Very disappointed with service, no timescale of repairs given, no courtesy car offered, lots of people walking around doing nothing, everything took far too long
Helpful and Friendly staff
The car was booked in for service and Stratstone also picked up on a recall due on the car.
Always deal with Stratstone Derby and always with the same service manager
There was an issue with the key fob to my car after the service on the way home which was resolved immediately when I returned to the dealer
1-I turned up a day earlier than in their schedule- they fit me in anyway.2- The gentleman (Tom?) who took the car in noticed that a service was also due and made sure it was done at the same time.3- I live two bus routes away, lifts were handy.
Excellent customer service as always
For the same reasons as explained above.
As above. Staff all friendly, putting the customer first
Courtesy car was not what I asked for. I was given a 1 series. Way too small and manual. I was told I would get an x3 or similar car. Poor.
The service manager in charge of my vehicle was excellent at keeping me informed from day to day the progress with my car, although it was at BMW a couple days longer than anticipated because of the information I received I was pleased with it all.
No waiting to book car in, very efficient with the booking in procedure. also car was ready before agreed time
Great service, very pleased
Although the person dealing with me was new to the service team, he tried his best and a more experienced service team member came out to support him. My options were clearly explained, I was kept informed and given a lift to and from work.
Service was above my expectation.
Please see above. To be fair the BMW Derby the MOT charge was reduced.
It was good but my service record (in my car computer) was not reset so is currently saying it is out of service. Also when the car was returned the paperwork was not ready so did not arrive (The MOT did) and I still have not received the paperwork
Stratstone Derby has provided our best BMW service experience and Tom Smedley provides outstanding customer service.
Great service as usually
It was rearranged because of over booking; however, this wasn't a major problem. Car being collected and returned was good services.
Again seemed to be forgotten and left waiting, was promised various completion time, was in for change of two tyres &MOT,but looked after very well when it was noticed, car delivered to home later that evening there were other issues as well.
No issues and valet
Did as they said they would. Called when they said they would, were courteous and personable as I have come to expect at Stratstone Derby.
Fast, kept up to date, friendly staff.
Happy with efficiency, passenger side footwell was covered in crushed dead leaves that I shook out off the mat after it had been valeted. Not sure how it happened but took the shine off an otherwise great service
service took as long as they promised (actually a bit shorter) which was good as I waited.
Very efficient and courteous service at Stratstone Derby
Collected on time. Serviced and motd and returned
Tom was great, kept us informed and very helpful.
MOT sheet was not given with receipt and therefore dont know tread depth or if anything is amber. Oil was not topped to maximum level when changed. Disappointed.
Issue resolved quickly without fuss
Time estimate given was wrong. Had I known it would have taken as long as it did I would have arranged my time differently
I had arranged a courtesy car for the day, but on arrival, nothing was available and so a taxi service was provided for me. Whist this suited my diary on that day as I was working from home, it wouldn't have sufficed if I needed a car to get around!
I was kept informed while waiting and the work was completed on time.
Sanchez was polite and efficienct.
pleasant, courteous, efficient service
See above notes added to a high level of knowledge about the products.
Fine, they got the car on an emergency recovery on Friday called me on Saturday and had it repaired on Monday. very helpful as I had to be in London on Tuesday and not having the car would have been a real issue
Promises were kept, dealt with quickly with minimum of fuss.
Whilst the actual service work on my car was fine communications with the service receptionist were poor (not all his fault), also I reported a broken fog light glass which was ignored.
Stratstone Derby service was a breathe of fresh air. First time I have used them. I was with my wife and offered drinks on arrival by the friendly staff. Even offered a lift in to town which was appreciated. Received a call when promised to collect.
Having to wait for the car to be cleaned when this could be done whilst waiting for a technician
My car was in for a recall and was damaged whilst at the premises. I'm rating it a 4.5 as the damage was done by accident I imagine, but the Tom the service manager sorted out the problem for me immediately thank fully.
Kept informed and comfortable waiting area with good amenities
Appalling so called service reception, very nice service advisor, the wait for the car was too long.
The service was on time and was completed to my satisfaction.
Very efficient service and good value overall
Very straighrforward and met expectations.
My purchase was protracted (personal reasons) and your sales manager was patient and understanding.
good friendly sales7advice and support good
Efficient and very helpful
Kept informed all the way through the process
no real issues
Didnt have to wait, easy to get hold of & one point of contact
Good friendly service
Staff were very knowledgeable we were shown around everything to do with the car .Very impressed with the customer service from salesman.
Based on the customer service I received from Joe I have given 10/10
Great service, knowledgeable staff, good coffee, attention to detail.
Easy to do business with and kept in the loop all the way.
We were looked after wonderfully by Steve at Syntner in Derby
Efficient and pleasant to deal with
Fair deal, car well presented.
Such professional and helpful staff to assist in selecting and providing the perfect car.
Attentive, knowledgable salespeople who take the time to talk through options available and are able to advise based on their own experience of driving. Handover was tailored to my experience. Joe Cullen has kept in close touch throughout.
Not a singal problem
Nothing too much trouble
Nothing was too much trouble. Polite and knowledgeable at every point of the procedure.
A very enjoyable experience viewing,choosing and collecting vehicle
Wayne Stilwell lovely man, helpful and genuine - thank you