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Before the car came in, I had coding to enable both folding wing mirrors + alarm chirp on lock/unlock, these features were lost. The firmware on the combox was three revisions out of date. I have had to pay again to have these features re-coded.
Car ready on time
Car went in for its first service, on collecting the car I was handed the key and told where it was - I was not supplied with any documents, nor was the book stamped. I telephoned, but am still awaiting them to come back! Completely dissatisfied.
5wk wait for appointment. They had the car for a week but failed to schedule & complete simple works on time and failed to return the car to me before I needed to leave home (Bmw aware). I work away from home and stuck in loan car for another wk.
They were prompt and able to answer all questions without making me feel demeaned. Nothing seemed too much trouble
A slight confusion with booking in process and final agreed price.
No problems apart from answer 1
When booking in to have the wheel alignment checked on my vehicle for the second time I received a phone call to say that the machine had broken and again they couldn't complete the work.
It was a free service as part of the service plan and I could tell. They weren't willing to look at the 2 problems I mentioned unless I brought the car back another day, I wasn't willing to do this as it is a 3 hour round trip to the dealer.
The team led by Rui made me feel welcome and relaxed whilst I enjoyed a relaxed cuppa until things were completed.
When I booked my service with BMW I did not realise that the MOT was also due soon. When I was at the Service desk, the Adviser did his best to get the MOT done that day. This was beyond the norm. The whole experience was pleasant and relaxed.
Despite an issue with the finishing following the work on my vehicle my concerns were dealt with quickly and efficiently
Gave me a loan car whilst my car was being serviced then volunteered to deliver my car to my home address. Excellent customer service
Just a great service and nice surroundings
Satisfied with the service but it is a long turn around time before vehicle ready, though probably my own fault as I was offered a courtesy car and didn't take up on the offer.
Best service team, Rui is fantastic a real asset.
professional quick service
Overall a well presented showroom and polite helpful staff, on my most recent visit I had no issues. Unfortunately, on an earlier visit regarding a rust issue I was not initially treated very well and this has affected my experience of BMW ownership.
Good service and attention to detail.
Got a service package on are bmw m4 so i know its getting the best it can get
It was a great experience!
Fixed the car (I think) this being it's 3rd visit to stratstone, so happy about that. Communication from and within Service team was non-existent.
Car isn't fixed, not call returned. Sub standard courtesy car.
Had no problems with the sevice and the car was ready on time.
The staff are friendly and look after customers and make you feel at ease.
service completed on time had asked for car earlier if possible though no call to say if this could be achieved
I was satisfied with the service I received
Stratstone Hull customer service is not what it once was. Can't contact by phone. No updates on car. Finally got a call 5 mins before closing saying car ready. Video health check rx'd 2 days later. MOT Date not reset on car
Friendly staff always helpful
initial experience was good but let down by the point made above
Overall excellent service only marred by having to wait almost 4 weeks for a loan car to be available
Great staff who are extremely helpful and offer a great service to customers
They are quick to ring u back wen buying a car but not so quick wen u require services for u vehicle
Terrible customer service
Courteous, quick no messing about all you need from a service provider
In some instances, the aftersales department have fallen short of the mark. I would have given a lower score were it not for the fantastic service which I have received from Ben Pollard, he really is an asset to the team and deserves recognition.
Kept me upto date with repair
The time taken to correct the issue and inconvenience caused.
The time between needing getting an appointment. Disappointment at having to bring the car back for entirely predictable work
Picked up and delivered the car on time and treated the fault.
I am still waiting for my invoice to be e mailed too me for the service package I bought.
the car was returned to me in pristine condition having undergone a full valeting
Failure to remedy my concerns. Poor customer service.
In summary, I was hoping for a better experience however I was left underwhelmed by the staff. The service staff aren't proactive when you're stood waiting, they don't even say things like 'hi, how are you?' 'How can I help' They just stare at you.
It was a relaxing atmosphere
Was told the car would take a week to be available. It took over two weeks in the end.
I would of given ZERO , if it was not for Jonathan Biliam.
See detailed notes above. Customer service and experience first class.
Just an excellent and efficient service from start to finish. Stratstone staff were very helpful and courteous.
Due to non communication
Customer service was great
Great staff, helpful, friendly and not 'pushing'.
Nicely handled, easily understood. All with a smile. Delivery with the car covered for unveiling made us feel very special
Standard of product knowledge with the new iDrive system was not very detailed at the dealership. This wasn't helped by the fact my X5 is the first new model retailed by them and that Connected Drive servers had major issues.
The car is great and in general staff were polite and professional, although customer service let them down on several occasions, very nearly resulting in a loss of sales to Audi.
Good service from the team
Staff was very helpful especially Richard and Chris
No sat nav installed onto car. Still waiting for the usb 11 days on. No response from bmw hull. Handover was a shambles. Very unprofessional
Smooth and efficient