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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.
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?
Little bit expensive Apart from that, no complaints!
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
the first service was completed satisfactorily. I thought it was rather expensive for oil and micro filter @£294.
See previous answer. Then contacting the dealership involved numerous attempts, including messages left that no one returned.
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
All the times I have been to BMW everyone is so helpful and explained everything well. Top quality service.
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.
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.
Informed, when contacting Marshall BMW, that my X5, under warranty, could not be taken, even for assessment, for 5 weeks after my initial call.
Friendly service. Parking the car is difficult. A very busy place.
I have given you this answer because the problem wasn't solved and after the technician taking the car home there was no replacement fuel put in the car as promised and the car wasn't very clean. I feel it is getting worse not better.
Car was cleaned and returned well before I needed it
Most appalling customer service i have received from a car dealership. I will not be taking my vehicle here for its service in 2 weeks time, instead i will drive another 45 minutes to a dealership that has a better reputation for customer service.
My car had an MOT on 13 March. I was happy with the work carried out by technician. Service Advisor said no issues & dismissed the paperwork. Later when filing the paperwork I read it to find an advisory about a tyre which needs doing on 13 May.
All the team at Marshall are excellent including vehicle collection and Tom O'Grady (service advisor) in particular puts himself out to ensure our satisfaction.
Poor service and service advisors do not listen . For example I had a phone call asking if I wanted my car washed? I said NO thanks I don't want my car wash. I turned up and my car was So badly washed. Head light scratched and wind screen had water m
They looked at the issue and although nothing discovered as a problem this put my mind at rest.
Problem sorted. Took a long time to identify.
Faulty indicator that wasn't picked up prior to collection
As mentioned above I have no issues with the quality of workmanship it's the hour out of my day to collect and drop off the vehicle.
Aaron makes the whole experience easy and relaxed
We were extremely disappointed. I do have not got enough characters remaining to explain how bad the service and experience was. Additionally the work did not get completed on time. We will not be going back to Marshall's again.
you alwyas spend time waiting while service reps are apparently on their computers. if i'm dropping my car off for a service, or collecting it, i don't want a comfortable seat, i don't want a coffee, i want to be seen promptly
I have made a very a very comprehensive complaint to BMW UK about the whole incident and I am still awaiting a resolution. If you wish I can email you a copy.
I waited in customer reception area for 2 hours for a job to be completed that I was told would take three quarters of an hour. I believe I was 'forgotten' about and the job had been completed, but the service representative was not told. So I was no
I felt my routine check as part of my service package was not prioritised compared with customers paying for their work at the time.
As above plus did not get all relevant paperwork and mot emissions sheet was for another vehicle.
Very friendly and efficient staff
The car was returned to me, all the work completed and cleaner than it had been for quite a while.
mot only this visit
I had to wait for 40 minutes beyond the time I was asked to arrive even before a service agent saw me and took my keys. As I had made it clear in advance that I would wait for the car to be serviced, that additional delay was particularly frustrating
Inadequate customer parking, extended waiting time before receiving attention, plenty of staff present but many customers waiting.
Trevor Johnson, my sales rep, was great! Really helpful, didn't pressure me, didn't mess about negotiating. Car came earlier than expected and no problems with it so far.
I was overcharged. Which wad sorted out and I have no beef about that. But why oh why do they insist upon contacting on my wife's number despite being asked on several times not too. It is frustrating and shows a lack of care.
Awful/ non-existent communications from start to finish. Forgot about me and I had to chase constantly. Was told the service would take about 90 mins and ended up taking over 3 and a half hours which made me late for work. Really disappointed.
See above answer total lack of communication and customer service
Car picked up from my home very late (2.5 hrs after indicated time), thereby "trapping" me at home. Work done was satisfactorily but car was returned without any paperwork which followed some days later in the mail. Car was not washed and vacuumed
Helpful and friendly.
There was no communication from the aftersales team on when my car would be ready I phone the dealership for an update I was told that the team was busy and that they would call me back, I waited an hour no phone call I had to phone up 3 times.
Chaos in the carpark at 8am. No parking for customers to drop off their cars. Icy carpark. The keys for my loan car were missing. Had to wait whilst ano car was fueled. Arrived at 7.55am, left at 8.35am. Very helpful Service Advisor.
Very good alround service.
Carried out required work to my satisfaction at a reasonable price
Initial booking was fine, if a long way in the future. I turned up in good time and was kept waiting ~30 minutes before getting booked in. Reception did not seem to be properly staffed and there was some poor behaviour, little supervision.
Took a lot longer than stated. Kept mother and child waiting for over 1.5hrs. No quote for tyres received. Work requested not carried out. The service at Salisbury has been the worst service centre to date. Have had a bmw for over 10 year.
Customer service was appalling
On time and helpful
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!
Joe Collier at Marshall BMW could not have been more helpful, customer service at its best
I received prompt and efficient service
Completely satisfied, you even delivered the car as i was unable to get back to the garage for a week or so.
The Salesperson I dealt with was most helpful, nothing was too much trouble and he has even answered queries since the purchase of my new vehicle
I could not have asked for more, everyone was pleasant and helpful and on time
Good staff and helping hands, when you have aproblem
Superb salesman, followed up twice after handover to see how I was getting on with the car.
Joe was a great sales person and took the time to keep me up to date. The car was pretty well prepped for handover and the experience felt quite special with the car being positioned in the front of the showroom.
All round service
Excellent. Was kept up to date at all times. Robert took the time to ensure I could familiarise myself with my new vehicle and all the features.
Car was spotless and ready on time
Salesman was very helpful & friendly. Car delivered earlier than planned too.
professional friendly service
Because the sale executive I dealt with was very much top drawer and we got along extremely well.