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I have previously been very satified with Stratstone in Derby having been a customer for a number of years. My current car has a problem with its I-Drive. It has already been in twice for this problem and I am waiting for them to replace the unit.
I came in after a warning light came up suddenly. Louise went out of her way to help and got problem sorted. Very grateful as car was needed urgently.
The service of my car was fine but the customer service poor. Also as we left we had to wait about 20 mins whilst a parts delivery was unloaded - I understand deliveries are necessary but no one even acknowledged we were waiting which I found rude!
See above. My husband has similar experience with Derby Stratstone there seems enough people but the waits to be dealt with seem incredibly long. Being asked my name and to take a seat without asking why I was there seems odd.
They're a complete shambles - left hand doesn't know what the right is doing. I call and leave instructions and they ignore them. You arrange for them to call back and they never do - with service like this BMW are in trouble!!
Late booking in car and I was unaware of the vehicle recall although staff thought I'd booked in for the recall. Problem not solved. BMW tried to discount a future service which was still excess couldn't find the orginal service price anywhere.
Would like a better seating area to use my laptop on, whilst waiting during a 2 service.
The service was up to the standard expected albeit there was some delay prior to return of the car
Fast oil topup for free with service pack ????
Poor from start to finish, as already mentioned in the previous feedback form, and not enough characters to write it all here!
My vehicle was booked in at 9am and my circumstances for collection changed meaning I needed to have the car back by 13:00, after the service advisor had discussions with the engineers they agreed to have the car available for me and they did.
Again, My dealings with BMW invariably run smoothly
Efficient friendly service by all staff members encountered
Serviced on the day arranged. Ready when promised.
Matt was / is great. The BMW process isn't. My car was booked in for specific work weeks in advance. Once it was in the garage they realised the parts hadn't been ordered!
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).
Not enough staff to deal with customers efficiently/effectively.
.length of time taken to do service. Lack of information as to when the service was completed
Staff are very good
It was Halliwell Jones Southport
Service performed within stated timescales and car returned clean.
All good, just the servicing that needs focus - more staff needed!
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
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.
Good service, could have had more staff on duty
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!
Too long waiting - lack of parking space
I was treated courteously and professionally and even provided with complimentary taxi rides to and from the dealership.
In my opinion the car was registered at the end of a month to hit sales and commission targets. Promises made at By Stratstone were not delivered. The day of sale changed with little notice and the finance paperwork was wrong on the day of sale.
Communication could have been better regarding when the car was available Hand over was a bit disappointing
There was a considerable delay in delivery at the German docks.
Excellent customer service and good attention to detail from Steve Brewster, the salesman..
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