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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.
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.
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 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.
I think it was Mark who served me. Efficient, friendly, great service.
The work shop controller was very attentive and courtious, nothing was to much trouble.
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
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 actually sent an email last week to SJames informing how impressed I was with the service team, particularly Mark & Dan.
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.
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.
Staff were not as efficient as I would have liked
Got done what was needed
My service history record has been entered incorrectly.
As always first class and friendly staff, with the brake fluid change being undertaken quickly and the safety check video band report first class. Following the inspection by video will be purchasing rear tyres before the winter sets in.
I have brought all my BMW over the years, first from White House and now Stephen James the staff have always been very helpful.
Quick turnaround and good communication with me the customer
Staff were excellent
Poor initail sales where service plan was not included. Expensive for such a small service
Once you had my car all went very well.
Friendly service and car service carried out earlier than expected
The detail on their car walk around was second to none. The aftercare manager kept me informed and updated daily on my car and the car was delivered back to me from Dartford to leicester by 1030 the day I was expecting it.
Work done well, on time, and to agreed price
They did what was necessary to make sure my car was back to me in perfect condition and very quickly
Still have an issue with playing music from my phone which I didn't used to have before I had the issue with my car
Efficient and very polite
Although a relatively minor service the work was undertaken whilst I waited and was completed within the stated timescale. The one negative was the overall cost, particularly the oil, which was more than I was expecting.
So far my experience with Stephen James has been without fault, an issue I had recently was taken on board and was resolved very satisfactorily
The service department looked after me and the car . Kept me informed and updated on my service. I would like to thank SIMON for the 5star professional treatment on my car . MOT Service and Coolant change . Not a grease mark on my All White car . RON
Some minor issues with changeover of sales rep.
I haven't bought a new bmw
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.
All the staff we met were cheerful and helpful. Our sales rep Alex at Stephen James Ruxley was very knowledgeable and a lovely person to deal with. She answered all our questions and was very responsive to any emails
I was provided with daily information about the processing of my new car which was great. My car was also brought forward in regards to delivery, and finished and valeted within 3 days. Exceptional.
I was well informed by the car showroom sales lady by the name of Alex.
Good customer service
Staff professional but again could have communicated more regarding the delay in car