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I am happy to give this answer
the cost of the brake pads was more expensive than i thought it would be.
The rattle was fixed and the software update done but the interaction with staff members left much to be desired
Mark fuller was friendly and made me feel at home whilst he explained what was going to happen. He also took the time to answer my questions regarding the car. Excellent service at reception (Ruth)
This was a BMW recall for a specific exhaust cooler and had been booked 6 weeks in advance, but the part was not in stock and the car was out of my possession all Friday until Monday morning. No compensation was offered other than come&collect rental
I was fairly satisfied after having an MOT and then advised of an oil leak. The oil leak was covered under warranty however once this work was completed and I collected my car from BMW. The following morning I discovered oil patches on my drive way?
Car booked in on the day I requested, carried out while I waited in quick time
Car serviced in time given. Polite and reassuring staff.
Again the service was fantastic
I had to take my new car in numerous times. Sometimes for the same fault. I'm happy with the staff.
Honest and helpful staff
Even out of warrantee the parts were subsidised by BMW. I cannot imagine any other manufacturer doing the same
The car was not cleaned inside or outside. You used to to do it before.
Would have liked a free courtesy car as they used to.
Never had any problems.
Good communication and explanation
Service and recall handled well.
As above.No apology and car wash not great, especially the wheels.
From the purchase of my BMW and over the last ten years, I have always received first class service from Stephen James, Ruxley. In recent times, however, cost considerations have regrettably obliged me to transfer to a local, non-franchised garage.
Would be higher score but 90 minute quoted time was exceeded by more than 30 minutes
Vicki was nice and extremely courteous
The young man serving me was a trainee and had to continuously ask the person sitting behind him. In the past the interaction with the service team has not been enjoyable, all the same people were there just this time I did not deal with them.
Dealt with professionally; no complaints.
Sales have got much better over the the years, and more of a friendly feel, rather than a pushy feel, so a big plus for that. But past experience has highlighted that the different departments don't communicate between each other very well.
Work not completed on time, no contact to advise, then text message 21.18. When collected next day, no inspection report, asked for it, got a blank one, declined it, then got a report with serious problem. Expanding further below as insufficient sp
Vehicle check picked up no issues. Only 7 months ago the vehicle check conducted by same dealer picked up one amber (buckled alloy wheel). It's not been fixed, so surprised it was missed. Makes you wonder about the rest of the check and service.
Unfortunately my steering wheel was damaged at some point at Stephen James. I did report it and is been dealt with swiftly.
I was out all day and not able to take calls but my car was serviced in good time and messages were left and a video of the service. But again on collection there was some waiting time in the 'open office'
the problem was worse than ever when we picked up the car but had to leave as the car was required. It was required for a long journey and we had gone out of our way to get this to a dealer who could fix this in time. now waiting 2.5wks to re book.
The advisor talked through was was going to happens and gave me options to select from. I did not feel comfortable or uninformed great service and customer care
The boot was not cleaned
Would have been 5 star but I was expecting a call before 4pm as this was the time that I was expecting for the car to be ready for but this did not happen and I had to call ahead to find out. This is only a minor point as the car was ready soon after
Good timing from booking in, and a good detail of work carried out.
The car cleaning was awful came out dirtier than when it in for the service
Quick and efficient although disappointed that the service agreement had expired due to mileage as car was not ready at 36k miles
They tried hard to please me having failed to tell me my car would not be ready when planned so Dan gave me a very nice M Sport watch to make up for the fact that I had a wasted journey which is appreciated as I race an M3 and drive an M4 on road
See answer above
Overnight service is good but the car wasn't cleaned inside properly. Normally they are cleaned properly.
Everything completed, explained . Car valeted to high standard
Bad service, bad prices, no customer loyalty.
The work shop controller was very attentive and courtious, nothing was to much trouble.
I think it was Mark who served me. Efficient, friendly, great service.
Today I had good service
Gave me a lift to my office
I appreciate cleaning the car after service - the outside but not the boot unfortunately which seemed to be skipped/overlooked.
It all went well. Clear explanations
The entire process ran very smoothly and I was kept informed at all stages. The car could have been cleaned better. Almost as if a dirty cloth had been used to wipe the car dry.
Straight forward process
Well trained mechanics
Very good service and great loan car
I actually sent an email last week to SJames informing how impressed I was with the service team, particularly Mark & Dan.
After spending almost £1500 my car is still not running right so am faced with taking it to an independent garage where I can speak directly with the mechanic
I have purchased many BMW cars and have had to pay for this service. After being charged £450 for the servicing of my car. I find the fees very petty.
The problem was not rectified and the servicing paperwork referred to a radio problem when it was in fact sat nav.
It would have being unreasonable of me to expect more. Exceptional service.
The sales process was extremely frustrating, so much so that at 1 point I advised that I did not wish to proceed and requested my deposit to be returned. The salesman then proposed a reasonable solution, which again was changed without my knowledge.
They try hard to satisfy the customer.
As above really
The service was efficient and the staff polite and very professional
Always excellent service
Despite minor problems, rest excellent.
Staff were not as efficient as I would have liked
I find I have Mark Fuller as my service manager and have always found him smiley,friendly,and always very professional to my inquires ,a great bonus in this modern world.
Got done what was needed
I will be sending an email with the reasons for my dissatisfaction
The whole process was easy enough. Unfortunately there has been slight issue with the aircon not working properly, which the car will be going back in for this week. Apears to have been missed in the pre delivery checks
You can track anything these days but I find it had to believe BMW didn't know where my car was !
I haven't bought a new bmw
Some minor issues with changeover of sales rep.
We were very impressed with Mr Paul Smith's professionalism. He went over and beyond to ensure the sale went smoothly ( it did). He was always contactable and was able to deal with all of our queries. We really rate him highly. Deserves a hefty bonus
i have not received the customer service I would reasonably expect from BMW. In high temperatures I was in my loft looking for an old phone which I recall had a photo of the log book. I do not this was my fault but caused great inconvenience / worrry
The car runs OK but the experience is spoiled by the entertainment system, the car won't connect to my phone contacts, the radio jumps around stations, the windscreen wipers decide themselves if they will wipe of the rain if in automatic mode.....
all went as smooth as could have
Overall excellent service.
We had to wait for our sales rep despite having booked a time to collect our car. When we drove away we got stuck in traffic so decided to use the navigation. It had not been set up and we had to return the next day to have it completed.
I was kelp up to date with the delivery of my new car
both adam lenton and rob smirke, very easy to deal with
Everything went like clockwork
Satisfied, but not exceptional. Certain issues were beyond their control.