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Be susecthey did what they said they would - when they said they would
Complete lack of care and customer service. My car was returned to me with a curbed wheel, greasy mats and kicked sill plates.
Work performed quickly and well
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.
Service experience in terms of client interface is good, but whats of highest value tome is the quality of the technical service
I felt that you had done a very good and thorough job on servicing the car with excellent feedback on the service checks.
Well looked after by service staff but car collection delayed by 1 hour, hence 4 stars.
See above, on collection the reversing light warning was on, after a quick fix left the dealership and its back on.
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.
there were a couple of issues that meant the experience wasn't very good. See answer to following question which allows for more characters for full details.
Information was clear, was not kept waiting too long and car was cleaned
Not happy with iriginal service as replaced part caused issue with fuel leaks. Also annoyed with waiting time to book car in on arrival.
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
I didn't have to wait long, the person serving me was efficient.
having to return my car for the issue it was taken info ? should this have been done in the 5 hours they had my car for instead of the 2 hours it should have been.
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!
after receiving my car a warning light came on to say that the oil is over maximum level so I returned it was told busy could not see car until 5 days later as may be sensor in the end 9.5 litres was put in instead Of 9 litres Lets hope Engine ok?
Communication somewhat lacking & only offered a loan car after 3rd visit, noting the fault is under warranty
Very high cost and courtesy car poor
Booked in loan car on service in advance on arrival turns out that it was not recorded, well done to bmw derby for sorting it out quickly
Great service from Louise on the service desk
Dealt with my issues in a professional manner. Very very helpful,
Could not be completed the same day so extra time given Car wash Boot was not vacuumed.
The manager/technician did not fully brief me on the total time I would not have the vehicle for and the telephone booking staff did not correct this when I booked the vehicle in.No check on the state of the vehicle before handing it back.
Very friendly & accomodating adding extra work to my service
Very friendly and professional staff who cover every detail of care when dealing with both my car and my work schedule.
It was ok & the service time over run was dealt with well
The MOT was completed in a timely manner
not doing the work it was booked in for and paid for
Everything that needs to be done to keep my car in great shape gets done
Small job, you did it as promised.
Friendly and accommodating staff. The only issue I had was to reach the service department via phone.
Finished on time at a cheaper price than I was quoted initially.
All processes with Danielle was very smooth and enjoyable as a customer. She was very helpful with finding a parts. Car was clean and ready to go as she promised.
Service competed on time. Car cleaned. Price as quoted Pleasant friendly environment.
Derby dealership is good, central service is not
I have dealt with Stuart Egan for years and he is excellent, efficient, polite, knowledgeable and friendly. He will be a great loss to the dealership.
A personable, friendly yet professional service. One that is both Proactive and Reactive.
Good but not perfect, yet!
Booking process was fast and efficient and my car was serviced quickly while I waited.
It is all above. When invited to sit and wait till a service adviser become free, the coffee or tea drinking allows time for fellow clients to chunter about how slow your service is. This is dangerously infectious and your reputation is at stake.
Reception area and staff first class and vale ting was the same
Service and service team were great. Courtesy car was in disgusting state with only 4 miles in the tank. Not what I would normally expect so dissappointed
Yet to have a good experience.
Quick to be seen and was offered transport to location of choice. Also finished the job not too much after the anticipated time.
Concerns revolve around the initial stages of repair and the lack of detail at collection. The latter was especially frustrating, as the speedo had been set to display as kilometers, not miles. All settings had been lost, but not informed.
Everything done perfectly
As above - I would appreciate you changing the title for me from Mrs to Miss, Im not married, this is my family name.
preformed my request to the letter
Very satisfied, but could not put completely as had to go back to Bmw to get service light put out which they had forgot.
Service was expensive however came with a good service and car fully valeted and had drop off and pick up to and from work arranged by bmw.
A was left feeling that I was a valued customer. The environment was friendly yet professional and courteous and the staff made every effort to ensure that my requirements were satisfied.
I booked for a while you wait appointment and you were not able to do the service in the agreed amount of time meaning I was late.The person that checked me in seemed very nervous and unsure of what was happening
Dropped vehicle off at 8.15am. Was told vehicle would be ready for 12.00, when I arrived at that time I was told vehicle hadnt gone into workshop yet! Had to wait for an hour and a half. However despite this I felt team had tried to do there best.
I miss have my Tom as my service person - very knowledgable & helpful. Not quite the same
Good solid service. My only comment would be to get to the phones quicker. They sometimes ring for a long time.
I have previously stated the reason
Waited until 6 pm to collect my car.
I booked my car in for a service and when I arrived at the showroom, after waiting 30 minutes to see someone, was told it did not need servicing yet. I was confused as to why I was not told this when I booked it in.
Work completed, I was kept informed.
Good service from assistants
My service experience at Stratstone Derby was faultless. The service assistant was friendly, professional and explained everything well. My car was cleaned and brought to me outside.
Good contact and knew exactly what servicing would be carried out
Good service as always
A rear tyre change that took just under four hours to complete! After 3 I asked what was taking so long and discovered that the work hadn't been started yet. The young lady who booked me in treated me in a sirley and off hand way.
Very satisfied we were looked after very well
The individual dealing with my booking put the phone down on me when I was expressing my view when she called me to explain what initial work needed doing which I found incredibly rude and unacceptable. I had to phone back.
Service done on time and kept updated throughout the service.
You did what I needed, efficiently
Ordinarily excellent but the service managers customer service was appalling
Louise was fantastic, helpful and makes the trip a pleasure rather than a chore
The service was as usual very good.
Very good service, although the car was kept longer than expected I was fully informed, offered a courtesy ride from home to collect the vehicle, and sent healthcheck by email. Welcoming staff and good communication are also important to customers
Louise Secchi Is exceptional and very easy to deal with.
For the same reaslns ss given above.
Your staff couldn't do enough. For me
Knowledgeable and professional throughout, from the telephone booking to collecting the car after service.
The service was well carried out. It was very difficult to find somewhere to park when I arrived.
No reason to give any other thoughts, very happy
because I was happy with the way you changed all my tyres - apart from the pressures, which were all set to 2.0 bar when it clearly says 2.2f and 2.4r on the door pillar...'We'd really appreciate your comments on your answer to this question'. I have
It was completed in the time given
Just missed looking at the rear seat issue
The staff are friendly and helpful, the waiting area is comfortable and has drinks and biscuits available.The car was returned washed and hovered out.
Happy with the service, only thing is the time scale to wait for a courtesy car
As above, an all round great experience.
I was told my car was just being washed/cleaned so waited. Approx 20 mins later it was delivered back to me uncleaned and not washed.I was offered the choice to wait until it had been back and cleaned but I was against the clock and had to leave.
Service was good but courtesy car not available. I feel that even though I dropped my car off without warning for warranty work, a courtesy car should be available.In fact there's usually about 4 week wait for available car.
Car picked up on time service completed car returned excellent.
No courtesy car was available
very good staff
At least I was given a fact sheet showing each item that had been checked over.
same teason as 1 above
Great service from the lady who was responsible for my booking
two visits for a squeaky wheelfirst says I needed new discs and pads (25k miles from new)squeak remainssecond visit - squeak fixed but my pads were replaced under warranty... 3 days later.....?????
Paid for treatment which was not done a nd had to complain several times till done on service
The problem with my vehicle was sorted with no problems
My car was damaged
After my experience last time seems like things have improved alot.
Car serviced and MOT's, MOT not covered by Arval so had to pay - would have returned the car to Arval with MOT still intact if I'd have known
They are brilliant.
Left on hold for a long time then have to wait for call back from service department
The parts not available to complete minor common fault that was diagnosed before car even brought in
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.
you have a good team
Once I had left the building and signed the papers, it was 3 months later and i had not received any acknowledgement from BMW, not even a confirmation / thank you email!
If BMW wish to be a premium brand they need to make Customers feel special & provide a personal service, not be passed from pillar to post. Prior to this I have purchased 3 Jaguars I have only ever dealt with 2 people. 1 in sales & 1 in servicing.
The experience was something I wont be forgetting for a while, many thanks to the team
Overall very positive. Delivery date was something of a mystery
All the business was done in a friendly, trouble-free and efficient way.
Car was not actually ready on the first agreed delivery date, but full credit to Chris Whitmore, he called me the evening before to let me know he wasn't happy with the valet rather than let me show up the next day and be unhappy.
Purchased 4 cars in the last years, always helpful and extremely knowledgable
Ryan and Rachel at BMW Stratstone in Derby were very friendly and helped to make the handover of the new car an easy and stress-free process.
The actual hand over was brilliant, but I was not kept informed about the delivery of my car or when it was ready to be picked up
Regular contact on the phone from Steve and then a great handover at the dealership
Stratstone Derby were simply brilliant, the service received was second to none and Emily whom handed the car over to me was a credit to the company, she simply couldn't have been any more informative, professional and friendly.
Once again courtesy of staff,and the explanation of the workings of the vehicle.
see answer to question 1.
Somewhat disappointed at the delay in delivery of the car, and lack of keeping me in the loop L
Whilst the car is great and we made my deadline, I felt the communication was poor, I felt I was driving the conversation and chasing for responses. I also was left waiting for long periods in the show room
Treated me like a valued customer
I had my car in quick time picked car up with a bow around car I was treated like a star
As answer 1
At first my dealings with BMW were not great, but once I got dealing with the second sales person the whole process went first class.
Polite , pleasant, handed over on time and made us feel happy and confident