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Well done - excellent
See answer no 1
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.
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
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.
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.
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.
Informed, when contacting Marshall BMW, that my X5, under warranty, could not be taken, even for assessment, for 5 weeks after my initial call.
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.
Friendly service. Parking the car is difficult. A very busy place.
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.
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.
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.
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.
Faulty indicator that wasn't picked up prior to collection
Problem sorted. Took a long time to identify.
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.
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.
Aaron makes the whole experience easy and relaxed
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.
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!
Joe Collier at Marshall BMW could not have been more helpful, customer service at its best
I received prompt and efficient service
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
Completely satisfied, you even delivered the car as i was unable to get back to the garage for a week or so.
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