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It was hard to get an appointment for my car in the first place.
Having poor communication to enlighten me as to why there was such a delay.Having to suggest to the service manager that an email be composed so that I may present it to my employer as for the reason behind my absence from work for a whole week.
Service was appalling and staff would not even care that I asked over and over when my car would b ready
After being forced to wait six weeks for a specific repair, I expected the repair to be completed as promised. However, as previously stated it took a further two attempts to resolve the issue.
Same as above. I was also due to receive complementary software upgrades/updates but apparently there weren't any available, including for the maps system which hasn't been updated since 2015 which seemed hard to believe.
The car was booked in for an earlier date, to be picked up from my home address during the morning. Unfortunately someone only arrived in the afternoon, when there was no one at home, as it was arranged to be picked up in the morning!
A very good offer of winter check and nice brolly!
as described above. not a singe follow up from service or customer manager to apologise for the situation or explain why it occurred
Only problem was it took longer than advised
There was a a long wait to be seen by a service representative ,you must have a personal problem
Actual service was thorough and well explained, however, the link between call handlers and service department was terrible. Spent most of the afternoon chasing up to find out what was happening. Car also not delivered home as arranged.
Absolute lack of customer service, lies and sub zero communication. Customer care is the least of their worries.They don't pick up the phone and promise to call back and never do!
Good service and collection / drop off
When I contacted BMW at Thames Ditton to check on progress re my car the phone was not answered in the service department and no one returned my calls. Also the collection and delivery service was disappointing.
Car was collected from and delivered to our home at no charge (very helpful)They saved us money by advising us to postpone the replacement of tyresCar was returned unwashed and not cleaned inside. That was surprising and disappointing
Shocking. Didnt return calls, no invoice (albeit no charge), couldnt explain what theyd done. Fault recurred the day after. The horn has been going off intermittently since they replaced the airbag under recall. Still broken, trying Cobham now.
The actual wheel change was fine. But why did it take 30+ minutes to pick up my car when I had advised of arrival time and paid over the phone?
The car was ready on the day but BMW did not ring. I rang BMW and asked reception to get service to call me back. they did not.Well before closing time I rang repeatedly and no one was answering the phone!Picked up NEXT DAY & told 'we were busy'!
Extremely bad customer service. No one answers the phone. I had to physically drive to the showroom to arrange a service. Felt like they didn't care.
Lost my car key, left me without a car for 24 hours.Complained via email still not had a response other than we will look into it.
The MOT went well but it took 45 minutes to process my payment. On 4 separate occasions I was told to wait because another customer was being helped
A F1 pitstop can change 4 wheels in under 30 seconds! Surely at this time of year when wheel changes are common, a fast track service could be introduced on a particular time and date?
Car went in for an accident repair but had to go back four times for errors to be fixed.
The service work is performed very well but there is an ongoing issue about communication and point of contact at Cooper Thames Ditton. There is a very significant problem with telephone communication as call backs frequently fail to happen.
Service was undertaken to the promised plan.
Booked in for 8, doesnt mean 8 more like 9.And I now need to go back to sort the service light because they never changed it and now its red telling me its time for a service, 3 weeks after I took it in.
I can accept that drop off in the morning can be busy and the person who I dealt with was very nice but car was not ready on time and no one contacted me about delays. One job was to look as a wheel warranty replacement which has been ignored.
Sizar Nicholson did a great job exploring options for me and on the test drive of an M5. Thank you.It was difficult to contact the sales and reception depts by telephone as my calls were not answered on three separate occasions
The nature of the communication was poor to misleading. I was expecting the car to be ready by 3 in the afternoon, then couldn't reach the service department through repeated calling until 6PM that night. Went home without my car.
I was very disappointed my 2year old car broke down but you fitted me in and did the repair quickly although I had to go away as you did not have the part needed. But you took me home.Disappointing that you did not phone me to say it was ready.
The communication as regards keeping me informed by the delivery driver could have been better
As above, I had lots of staff telling me they were sorry and having to apologise to several other people around me. They did as if it was business as usual. I dont blame them but I heard several people ask for the service manager who was always busy
Car was back on road within 2 days and i was kept informed to hw repair was going
See above The worst is not being able to ring through & talk to any one
This is the third survey you have sent me. In my first reply I expressed dissatisfaction with parts of the service I received. In my second reply I gave the reasons for my dissatisfaction. I have not received a reply apart from an automated response
Nothing to add
Far too long to drop the car off and pick it up again when ready - over an hour simply to pay the bill and go is unacceptable! You need more customer facing staff and better management of waiting customers, plus waiting area was freezing cold.
There were no points of contention - i.e. hassle free experience
I have an email of my experience that I can send you. Please contact me to discuss
I had to wait a bit longer than expected but it wasn't a major problem. The service indicator was not reset so I shall have to return at some point to get this done.
The service was much better than the last 2 years. This year, both service team and mechanics were brilliant. Last year the service team (not mechanics) were awful.
Confusion over the booking and how long it would take.. Being told the car was ready when it was not. Wasted journeys and taxi costs. Poor transport to station.
Kept us informed.
Paul, your dervice rep was excellent. No issues for either of us on the day.
Was told 90 minutes for an MOT. Took 3.5 hours with no updates as to why it was taking so long
No problems. Friendly service
MOT in October 2018 - A bit of a shambles to be honest. When I arrived they didn't have my booking down as an express MOT so had a faff working that out, then when I went to drive away, they had broken my parking sensors so that they were permanently
Information was good and there seem to be no problems with the car
Because the job has still to be completed!!!
Problem fixed . When contacted staff are friendly and courteous. They will endeavour to go that bit further than is required to fix problems.
All good apart from Interior plastic trim was left on back seat and not replaced
drop off and collection takes far too long, there are not enough customer service reps and they do not start on time as per information received.
Good service and attention in showroom. Service book not stamped as requested when I booked car in. On a return visit to get this done, having waited 20 mins was told no-one was available. Returned 3rd time to get book stamped which was inconvenient.
Was not able to resolve problem. Also no loan car when originally booked for one.
Customer experience is yet to improve. Been with BMW for almost 4 years now, and lack of updates regarding the car is still non existent unless you ring them.
The staff and service at Cooper Thames Ditton is top notch, always a friendly reception.
Completely hassle free process, car collected and returned fully washed and cleaned within times stated.
Long wait till I can get my car back.
Car fixed under warranty, they kept me up to date with progress and supplier a car rental to my door
Easy drop off, Car was delivered home, and price was expected - no surprises.
Car not cleaned and late delivery back which we had to chase
Everything was great; the team at Thames Ditton were friendly, knowledgeable and my car was clearly well looked after. I love being part of the "BMW Family".
They didnt collect the car, we had to drop it there. We tried calling at 5.pm to see when they drop the car and no one could give us an answer, so ended driving there to collect the car. really bad service
Car was serviced and parts replaced quickly.
Waited 45 mins to checkThe fake tanned receptionists are simply rude The cost the spare part was extraordinarily expensive It was ordered in July, not arrived in November
Helpful staff. Let me know what was happening. Had to wait quite a while for the vehicle to be brought out
I had to wait 45 mins to be seen at drop off and 30 mins to be seen on collection. There were not even that many other people waiting with me just a lack of BMW staff available
When it came to trying to pay for the service in order to have my car returned, it took multiple phone calls that were either not answered (main reception and service dept) or passed on to various members of staff who were not helpful!
The car was prepared to a reasonable standard but nothing exceptional and there was a nasty scratch on the bonnet which I have had repaired by my own bodywork expert.
Not too satisfied. In contrast with Cooper Hawaii where I bought a new car earlier, business was conducted more efficiently over there, staff more proactive in getting things done and right first time, and after sale services more helpful and caring.
The ordering was straight forward and pick up again was very straightforward. Both rep's were very knowledgeable and patient throughout both processes.
The hand over was not of the quality that I have experienced previously
Very good support from Andrei who went the extra mile to support us
I was updated regularly about the progress of my purchaseI was even sent a preview video which was very exciting
nick day was so helpful