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quick and efficient.
Came in for a recall issue which apparently turned out to be nothing to worry about. When the car was collected it had had an internal and external valet which was lovely. So delighted.
I asked for my Car to be cleaned, only the wheels appeared to be cleaned and trye shine applied to the tyres, the body work of the car was not cleaned, left feeling a little disappointed with level of service provided.
No papers to browse whilst I waited!
The staff were trying hard to be polite. Despite my frustrations.
Friendly well informed staff.
Service completed on time with friendly and helpful staff
All work carried out and in good time
Outstanding customer service quick to find another car while my own car was in for recall checks
Had a p Robles with the car when delivered, this was returned to Stratstone Derby. All problems sorted to my satisfaction and returned back to Devon.
Service is excellent
The job was done just the way i wanted
A chap at Stratstone Derby , called Tom Smedley was excellent and really helpfulll..
The wrong tire was offloaded of the delivery van which resulted in a over 2 hour delay where I had to wait with my 2 kids on completion of the job.
Always treated as an important client
Hard to park my car. Queue at service reception. No loan cars. Both rear alloy wheels had a similar scuff when the car was collected.
I was pleased with the service overall, the staff were friendly and my car came back very clean. However I was disappointed that the technicians didn't log the service carried out on the car's on-board service history. This still hasn't been resolved
Staff were polite and friendly and my car was well cleaned but my car was not ready at the promised time and the rattle for which I took it in was not cured.
1. Despite checking the car in before 8.15 and being told that 5 o'clock should be easily achieved, the first call I got was early afternoon - car still not in but 5 o'clock still on. Car received at 5.30.2. Very limited booking slots
The car was originally booked in for a service but we were told we didn't need one at this time but that some updates needed to be done. We also received a free valet whilst the car was in for the work.
Pleasent service made to feel a valid customer
Louise Secchi - superb service
Got the work done on time, were professional, made use of the driver service.
Tom ensured all the work was performed including a valet. Additional work was required so Tom extended the loan of the courtesy car. Tom telephoned as promised to give me an update on progress of the work.
I had to revisit Stratstone as not all the items covered in the service were done. I appreciated being contacted and informed of the error but it is a little worrying that it happened in the first place.
Ad blu light on after service never filled it up when told to come back next day they wanted 24 pounds on principle I refused we bought 2 cars total 130k not best customer service in my eyes
Same as above.
Can't fault the service
Have nothing go complain about. Evrryone has been at the top of their game.I also get a sparkling car at the end of it all.
Polite and helpful staff
Very long lead time to get appointment and the courtesy car promised ws not available so I was provided a small hire car instead
Fast, efficient and friendly service every time.
Very good receipt of car, quick and helpful. Update during the day on any work and the car ready on time.
Very efficient handling of service appointment and car hand over.Only down side was time to get through to service on the telephone.
Informed of each stage of process
Dealer didn't have a record of a booking despite me booking the car in with them and calling a week later to check on the booking as I had not had any confirmation. They did however fit my car in and did a very good job.
Came across honest, inspection of car and end of warranty did not bring to light any areas of major concern, even better if they arranged a collection service similar to the drop off in the morning?
Friendly and efficient.
Everything completed and explained fully.
Service was good when there was some one to talf too.
Satisfied but no call received to advise of delay in car being available - turned up at garage and had to wait an hour - had alraedy received a call to advise of the time for collection which was over an hour late rthan requested
Please refer to above notes.
Had to call to get the service health check information
Car not cleaned as promised
Same response to question one
When I booked my car in for the Valet which I was going to wait for I was told they wanted to carry out a full software upgrade, this could take 5 - !5 hours. no mention of valet.
Efficient and effect customer service
Despite the number of issues Stratstone have contacted me to help resolve the problems but I'd hope that they could of been avoided in the first place and I'm yet to get them resolved and keen to see if the work can be done to my satisfaction.
It was just an MOT really.
Excellent customer service, treated my car like it was their own and the Service Advisor Tom Smedley couldn't of been more helpful.
you drove my car for over a hour and a half. And your trained mechanics could not highlight that its unusual for the gear stick to be wobbling the way it is
As above, pleasant staff, attentive, but lack of communication for delay
Job well done
reception was good and the car was available at the agreed time. The car had a free software update not a service.
What was advised happened
The appointment was organised during a busy summer week but took more than the originally planned morning hours' to complete a road test and visual inspection.
Everything was done as expected apart from the cleaning of the vehicle
As question 1.
Kept waiting and not informed why.
Because I had to return 1 week later
Tom the service chap was so helpful
Because it is true
Service manager kept me informed of vehicle requirements and progress throughout
Once again, big thank you to Tom and his team. Excellent service
I have mentioned an issue that I have had with my car 3 times and either been told they cant find anything, its something the car is supped to do (that I don't believe it should) or given no feedback.
Same as above
Good contact. Let me know what was happening. Worked around me and my life.
Nothing was too much trouble
I live in Sheffield, I work at Barnsley hospital. Derby stratstone (Richard) wont give me a refund. He wanted me to keep bringing the car. IF YOU WERE ME, WOULD YOU WANT TO BRING YOUR CAR FROM SHEFFIELD TO DERBY EVERY 2-3 WEEKS FOR A REPAIR???
Did the job in the time given, good communication.
The car was repaired as requested with minimum fuss.
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.
Bonnet clicked open on way out of premises, and had to re close it.
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
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
Everything was great apart from a 'misunderstanding' around an extra £485 I had to pay. In summary I was told they had reduced the number of monthly payments to 46 - giving me effectively 2 months payment free - but then charged me an extra £485!
Customer service has been exemplary. Throughout the process I have been dealt with very professionally and kept fully informed regarding delivery dates, the additional products available and their relevance to me individually. I am very impressed.
Almost glitch free
Friendly and attentive staff.
Professional, informative, made the overall experience enjoyable
The delivery was handled expertly!! I was put at ease with the car and the hand over included the app being downloaded into my phone and demonstration of how to use connected drive.
As per previous comment
I WAS LOOKED AFTER FROM START TO FINISH, IN A PROFESSIONAL MANNER.
I was thrilled with everything. The only issue I had was another BMW was showing the parking sensors to their customer reversing towards my brand new car which I was not impressed with at all.
We were looked after at every stage of the process, all our questions answered fully, nothing was too much trouble.
As mentioned above Ryan was so helpful and kept us up to date with the whole process, he made a genuine effort to make it a good experience.
Friendly , welcoming staff , I wasn't kept waiting too long
Everything happens as stated , very friendly and efficient
Good explanations and was kept informed at all stages
No issues with service from Stratstone Derby. Dent was in the passenger door when I collected the vehicle but this was booked in straight away to be removed.
Excellent sales representative and car looked stunning at collection.
From start to finish I have been happy with how I was treated.
brilliant guidance through Wayne, which made the whole buying experience very satisfactory
The lead time was longer than advised at the outset. However Derby were happy to delay the delivery until Sept 1st so we could have a "67" plate.
no issues at all
Fairly easy to transact
As above. Very relaxed and helpful approach from Chris Whitmore who always found the time to answer our questions upto and even after delivery. An outstanding salesman.
Perfect. Exact car plus more....times were kept to
Loved my new car. It looks fantastic.
The whole process was thorough and easy to follow.
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
All the staff at Statstone were helpful and pleasant to deal with.
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.
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.