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Car was not valeted as in previous services
My car repair wasn't finished until late pm as garage equipt wasn't working. I was given a loan car after waiting c4 hrs at the dealership, for a repair which I had hoped would be done in c2 hours. I had to return the next day to collect my car.
Advised I would be dropped off and picked up when booking but that was apparently an error by the third party handling the bookings. Was eventually dropped home but had to make my own way back. Service more expensive than expected £100 micro filter?
See below and - the wash and valet which we were told was part of the service when we dropped the car wasn't done. We realised this on our way home and did not feel like returning. Poor customer service on part of Marshalls.
Well done - excellent
See answer no 1
I would be very satisfied, but I have rang 3 times since the service, and have been told Marc would ring back regarding an issue with radio, but so far no return call!
The service staff were polite and the car complted as stated.
All was Ok, waiting time was as advised
I cannot think of anything which would have improved the experience.
The sales girl Jody was excellent and went far beyond expectation. The technician confirmed the EGR was the problem but had no spare in stock for a common fault, hence another 45 mile journey the next day.
Hate waiting for no apparent reason
Great Service on this visit, car returned with no issues and very well cleaned.
We are coming up to two weeks on from the car going in for service+ check theft alarm that had failed at Christmas and they couldn't find anything wrong. This time the dealer said the sensor was defective and would replace. That was 10 days ago.
the team at Marshalls were very helpful and answered the query i had promptly and efficiently
No communication, even after calling multiple times the feedback was non existent and I am never able to reach the service advisor. Promise of call backs are never realized. Cookie wrappers and footprints left on the passenger side of my vehicle, why
after difficulty in finding a parking space I arrived on time and had to wait for half an hour before being served. Showroom was very quite and no one that I can see being served before me!
Only an mot and tyre valve repair all completed as promised
after arriving and booking in with reception, we had to wait 23 minutes before we were invited to book my car in with the service team. having booked a courtesy car 5 weeks previously an X2 for a test drive) there were zero courtesy cars available
Enjoy BMW, but Marshall's are letting your brand down, systemic failings, nobody seemed to know how to deal with my issue, nobody responded to my call - with the exception of Belinda on reception, who wanted to help, but didn't know how to.
Took 4 days to fit a tyre. Mark in service did not keep my updated and never returned my calls. I was made to feel a nuiscence and not important maybe because I am not a regular customer to Marshalls
Job done without too much stress. I needed a software update and a tyre replaced and now have to bring the car back which is annoying. Would have been better if it could have been done as part of the service
Marshall Salisbury know how to keep the customer happy. I could give you a list of examples, but there aren't enough characters available (seriously: I tried to tell *one* story, but had to delete it because my character allowance ran out).
As efficient, courteous, helpful and business-like as anyone could wish for.
EXTREMELY POOR Service Reception communication with customer. I was not contacted and told that my car would not be returned as expected. Marshall were unable to complete the MOT as expected on Wed 17 April. Recall part supplied by BMW was faulty.
Little bit expensive Apart from that, no complaints!
1.) No courtesy car (there never is) but I always got one (from Seat garage) when I had a Seat 2.) Email said bring both car keys - but this created confusion - should only bring one 3.) Crazy to wait 30 mins when dropping car off - why check in?
Communication following a complaint non existent. I eventually had to leave a voicemail for the after sales manager to resolve the issue.
On picking the car up at the agreed time I had to wait over 15 minutes
See previous answer. Then contacting the dealership involved numerous attempts, including messages left that no one returned.
the first service was completed satisfactorily. I thought it was rather expensive for oil and micro filter @£294.
Very poor communication, Shocking customer service
Keys handed over on pick up without being told what work had been done and fault still exists. Still haven't been contacted even though I have chased for an explanation
The service is carried out perfectly satisfactorily. However, see my comments above and this. Why does it take half an hour or much more to check in a car for you to deal with? And why does it take a similar time to collect a car?
It took weeks! of phone calls, to get an appointment. I wanted to speak to Salisbury, yet kept getting put through to the midlands, and so it went on. When the car had the tyres put on, they were so low the warning light came on a few days later.
All the times I have been to BMW everyone is so helpful and explained everything well. Top quality service.
Although I had booked the appointment some 3 months earlier, and I had email confirmation the appointment was not on the system. Garage homered the appointment why was the appointment missing.
As agents to BMW they have been extremely good, there is nothing they could have done better. It`s been problems with the car which they have little control over, which I have found disappointing.
Customer service was key
drive away insurance not arranged as was forgotten, then not given as under 30. Meant I had to sort at the dealer made the process more stressful and wasted over an hour trying to sort. If I was told before would have been prepared and had it sorted.
It took far too long to get final settlement and I had to submit electronic details for finance on 3 occasions which was very frustrating and time consuming.
A knowledgeable team who worked with me to ensure I was able to purchase my new vehicle and provide a good part exchange. Joe Collier continued to provide excellent support with regular video updates during the build and pre-delivery phases.
Was well looked after, was treated professionally. I got what I wanted and was a very smooth and easy process
Every aspect of purchasing the car was agreeable - friendly, attentive, knowledgeable staff. A good trade-in deal, including the BMW contribution. Delivery period exceeded expectation by several weeks.
Marshalls excellent & very helpful indeed - but BMW UK caused us a nightmare. Expected to have car in early March before going abroad. Nobody knew about launch hold. Our trip was delayed & we were in dark until day car arrived. VERY STRESSFUL!