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Not enough staff to deal with customers efficiently/effectively.
Very helpful staff. Sorted out my issue quickly and effeciently and made me feel very welcome, even though it was completely obvious that I would not be a customer (I live in South London and needed Ad Blue put in to my 5 series).
Staff are very good
.length of time taken to do service. Lack of information as to when the service was completed
It was Halliwell Jones Southport
All good, just the servicing that needs focus - more staff needed!
Service performed within stated timescales and car returned clean.
Not enough space to fully explain , so to summarise, I think the dealership has too much work on (perhaps due to number of faults) and customer service isnt great as a result. Individual staff are nice and helpful but this cant make up for it all
very pleased with service experience. 'Collect and Deliver' service was very helpful to avoid taking valuable time during working day.
Would have given maximum but always find customer parking difficult
I like Stratstone's Service Dept - they're professional and courteous. I don't like Stratstone's Sales Team; with the exception of a couple of folks - they have very little product knowledge and are a highly transient group of people.
Completely satisfied because once the initial investigation had taken place to establish the problem it was at that point my car was booked in.
I have used BMW many times over the years and no problems at all
You had my car for 8 days to rectify a simple programming fault. I accept there were weekends and staff illness, but I felt I was low priority.
MOT had advisory concerning wear on front tyres. Asked whether swapping for rear tyres was advisable but was not given any answer.
Could be better.
Why didnt they advise me!
Friendly, efficient and professional staff
Good service, could have had more staff on duty
The receptionists on the phone & in branch were unhelpful & condescending. There is a genuine under warranty issue with my one drive & I was given poor / incorrect advice & then made to feel I was in the wrong.
Louise Secchi was phenomenal! Without her I wouldnt of had my car for work! An absolute amazing member of you team! Truly very grateful and completely blown away by her customer service and how she helped me!
I was treated courteously and professionally and even provided with complimentary taxi rides to and from the dealership.
Too long waiting - lack of parking space
My car was serviced and ready to collect in a timely manner.
Very difficult to find any fault with the service.
Good overall, only niggle is the 'check in' process which takes far too long. I had to wait nearly half an hour.
arrangement of curtisy car excellent but several days delay in getting the car back due to dispute as whether covered by warranty.
Once engaged the sales experience was good but when having the vehicle serviced it was slow to be checked in despite being there early and it was late being finished whilst I was waiting and there was no sense of urgency or apologies for the delay
Was not informed of the severity of one of the rear tyres and as a result after one day of driving since the service I was left with a completely split tyre and no car! Fortunately I stopped early enough not to cause damage to the alloy.
It was second visit for the fault but everyone I dealt with went out of there way to get a satisfactory conclusion.
Be susecthey did what they said they would - when they said they would
Work performed quickly and well
Complete lack of care and customer service. My car was returned to me with a curbed wheel, greasy mats and kicked sill plates.
Please see above.My Car was cleaned inside and outside and the recall work was done. Also I was offered a coffee on arrival and a drink when I collected my Car.
Kept me waiting a long time to drop car off and for a lift to work (pre-booked). Return taxi (also pre-booked) tried to charge me as driver hadn't been told to use Stratstone account. No quote given to rectify small defect found during service.
Well looked after by service staff but car collection delayed by 1 hour, hence 4 stars.
Information was clear, was not kept waiting too long and car was cleaned
the problem wasn't fixed at the first or second attempt. the knowledge seemed to be lacking except for Louise Secchi who was excellent throughout. if not for her professionalism and willingness to get things sorted this would have been a lower score
Work was done in difficult circumstances and I was kept well informed of progress.
I still have the isssue and they did not acknowledge that it exists. I also was not given a chance to speak to a mechanic.
See comments in response to Q3.
THe explanation to this question is self explanatory!
Excellent customer service and good attention to detail from Steve Brewster, the salesman..
There was a considerable delay in delivery at the German docks.
What's not to like given my above comments
Although it took few weeks to get a new car but I like my choice of car!
The car was promised by a certain date, and was not ready. Waiting is not an issue IF we wer not promised something else. ( in writing).Collection of car was good the lady was lovely and helpful.Alex is also very good and a credit to BMW.
Steve Patterson always gives a great serice and attention to detail.
I felt the hand over was not a special event for me
not up to Audi standards
Took 2 months for my car to arrive made 4 trips to garage very bad customer service experience
I could have done with a more detailed handover, as there are so many butons and options
Because we were not given in-depth demonstration of the controls
Communication, Communication, Communication.
I complained about the financial transaction mentioned above. No reply from the dealer
Could have taken a while longer to explain how everything on the car works
Very poor service, was told several times that the vehicle was delivered, but couldnt seem to nail down a handover time and date. Had to speak with the business manager to get things resolved
good customer service
Loved the car and fact I was buying a beautiful M140As stated before the information from the salemen is not up to a BMW class, and I would expect the BMW to be a class leader in the car market
There was a little hick up as the salesman who I was dealing with went on holiday so had to carry on with another but all was ironed out
Over a 12 month period we got late or no follow up to our requests for new car info and getting a sales person with the knowledge and attitude to help was difficult. In the end we decided to leave BMW for another brand with better service
The staff, especially Ryan have been very helpful and polite, ensuring that my needs where always met.