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'Nobody is perfect'.
Booking availability is not good enough. Have to wait very long to book my car in, even for a warranty repair. The curtesy car was poor, I felt ashamed to drive that curtesy car. However, the service and repair jobs were done as expected.
Whilst all staff are very courteous and efficient I was not advised that the software update would set my car settings back to the default and I had to make a return visit to get my phone paired. Only the technician knew what the issue was.
As previously stated above also when I went for a test drive with the service manager he cruised to the roundabouts never stopping and informed me I was using cheap fuel I've never heard such a load of codswallop in my life.
Would have been completely satisfied if the issue above had no occurred.
Again, always courteous staff to help me, even when I get it wrong !!
Professional from start to finish
100% of requested work plus full check.
Took weeks to get car booked in to the pint where I was unable to drive it for 2 weeks as I would have hit the limit on mile for the run in service!
Did everything expected
Sophie Murray kept me updated while I waited in the showroom, she was helpful when I had a question and everything was completed in the time promised.
As said before a very good service.
Pleased with everything!
Quick come to support.
Because I had the customer service, pricepoint, courtesy car and complete explanation what my service was for and why its needed.
Oil mark left on centre consul ( white leather)
I bought a BMW and have it serviced at Marshalls for the experience but recent service levels in customer care have felt non-premium
Always got the impression Marshall's think they are too good for their customers. Unless you're buying a brand new car every 6 months, not interested. Not first time I've come across this behaviour at Marshall's in Hook.
Staff are always helpful - particularly Jamie Southgate who always takes time to come and say hello!
Mix up with booking time.
Due to the complete lack of customer service provided during my service/MOT I wont ever be using Marshall BMW again.
Jamie Southgate is brilliant - after a frustrating time trying to get anywhere with the call centre, I spoke to Jamie at Marshall directly, and he took care of everything. The service was carried out quickly and professionally.
Adam on the service desk was the only thing helpful in my experience.
It was well handled during booking the service and delivering the car for its service.
Continually failed to meet promises
People were really friendly and were doing their best. But my problem wasn't solved. When I called back next day to say I still had the same issues and asked for a call back, it took 7.5 hours and three further calls from me to receive the call.
Timely pick-up, did what was asked.
efficient, was kept informed and car was completed head of schedule
Brake pad renewal and car service treated as two separate visits. So car into garage on two occasions instead of one.
Kept waiting when collecting the car due to 'being unable to find it!' - and it also wasn't washed?? When I called to ask whether this service was still offered it was difficult to get through on phone - had to use the the 'sales' extension.
Still pending completion
The safety recall was satisfied but I am still awaiting the other issues I raised before leaving my car for the day, and which the dealership was notified, to be actioned
I was informed of progress during the day but see comments below
See above. Mislead by service reps and repeated failed to respond to emails. Unwarranted delays, and repeated incompetence with basic actions
Time taken to resolve issues.
No criticism at all.
Marshall Hampshire has been excellent from handover to fixing any other little issues that have cropped up since ownership of the car. Darren Savill I've known a long time and is my go to person. Simon Bryan has also been great.
Great service person, and repairs done properly and on time
The service was carried out fine although no service diagnosis print out was available and the service agent didn't follow up as advised at the time. Also see above, other related items were not correctly advised
The service was carried in good time and the recall on ERG was replaced at the same time.
Chris Wright dealt with my request for service quickly as he always does
Service was ok but two faults but fixed. Service agent was good but let down by mechanics.
Not very happy - please see my comments above
Easy to book and completed in the time allocated
Seamless focus on the customer - and friendly to boot
The people that were dealing with me were very helpful and I think really tried to help me. You wouldn't have this experience in other garages.
Adam looked after me. Probably the best experience I've had since Ridgeway became Marshall. Adam is polite and understanding, he took note of every detail and remembered everything. I'd recommend him for a recognition reward if possible.
I requested a lift back to my home instead of taking a courtesy car, unfortunately I had to fight for the lift as the BMW Rep who initially book my appointment at Marshalls failed to process the lift.
I booked by phone. There was a miscommunication between your call centre and Marshalls. This meant that Marshalls were not expecting me. Marshalls sorted this out.
Work completed promptly
I took my vehicle in to get the brakes checked as they have developed a loud clicking noise, i was told by the service manager that this was normal and that i didnt need to worry about it and that this was a characteristic of the vehicle, its not.
Service completed on time
Warm welcome, good service informative but not pushy. Very good interaction today
MOT was no longer valid (prompt to renew was not sent, i believe) and i needed one to renew road tax. this problem was solved within two hours of appearing at the garage
I had to chase the return of my vehicle as they were going to keep it overnight despite the fact I made it clear I needed the vehicle the next day
They have fulfilled my expectations
Staff excellent, efficient service and courtesy car was good.
Always excellent staff and communication. Work carried out as requested
Work not carried out correctly and problem left in worse state. Was lied to about work undertaken and after returning to explain what was to be done, was told the service manager would contact me back to discuss. No attempts made to contact me back.
Everything went according to plan and I was well looked after during my visit.
Helpful and friendly
Outstanding customer service, especially from Jamie.
On first visit 1 of 2 jobs couldn't be completed so was rebooked in. I also asked for a quote for some additional work which was never received. On second visit asked again for the quote and still not received. + kept waiting 30 min on collection :-(
Admin meant wrong car was listed for collection
Overall found to be very satisfied
Totally professional in their approach, they do what they say ....
Car took a dy and a half before it could be seen (it had been recovered by the AA), but repairs were completed within 24 hours of the diagnosis.
Good service experience. Follow-up not great as I will have to chase the status of my warrantee claim despite being given the expectation I would be contacted within 2 or 3 days. This might not be the dealer's fault though I suppose.
Very polite and tentative service desk lady. Comfortable waiting area and good coffee. Clean and tidy Dealership.
Always consistent, professional and friendly.
Completed on time. Good service as always
My car was booked in for service at short notice and on a day when the dealership was extremely busy. Despite this I was treated with the utmost courtesy and consideration by the service manager and the car service was completed on time.
The service was carried out in the time given
Polite and efficient service personnel
Your staff are excellent, it is however very difficult to get through to the department you want. Be that sales, service or parts.
Took 3 visits to resolve the problem
As describe in previous answer
I wanted to book my car in for a number of warranty items but it was not made clear until the week of my service that i could not do that. I had to wait over a month to book my car in due to lack of courtesy cars & I live over 20 miles away.
Immediate attention, service rep had good listening skills and made one feel like a valued customer
From the moment I stepped into Marshall's to leaving everything was very professional.
They have never let me down
All good except I was told on the phone that the service was covered by warranty. Turns out it wasn't and so I had to make a payment I wasn't expecting.
Great customer service as ever from Darren Savill who is the best car salesman ever and we will always go back to him for our new cars. Nothing is too much trouble for Darren and buying a car is a really pleasant experience
The Sales lead Darren, was fantastic this is my second purchase from him directly as he is THE best salesman i have ever come across.
I was promised a video of the car when it arrived and did not get one
The brand and sales team. Very very satisfied.
Service has been excellent and I am now on my 3rd bmw
There a reason Mr Darren Savill has excelled for many years in a very tough industry great customer focus and a role model for anyone around him , Amazing
Was very quick tried get me the car as quick as possible
Professional, not pushy, knew the products extremely well
Prompt answers and quick processing of enquiry and sale
Our sales advisor was really friendly & made us feel at ease at all times
Darren Savill looked after me very well, as always.
Rhys White was brilliant, I was kept regularly updated. He went out of his way to find a handover time which suited me after the car arrived while I was away on holiday. He met all my requests in the preparation of my car and dealer fitted extras.
Efficient and smooth process
Great service from Darren Savill the salesman
Purchase went very smoothly. A person spent 2 hours with me going through car controls at delivery.
The delivery was spectacular, having my little girl pull down the cover sheet was priceless
Understood and met my needs.
Dan provided great service. He listened to our requirements at all times.
The salesman Dan Sallows appreciated that I needed a car very quickly and obtained exactly what I required with a turnaround of 1 week
The car is fantastic, the finance team at Hampshire BMW worked really hard to help me and to win me back as a customer. The sales executive Tom Faulkner was faultless in his professionalism and approach.
I like Darren's approach. He also gave me some useful tips re: the X3 itself - e.g. bonnet closing technique
Rhys White, who I dealt with was most welcoming and informative. He has a patience of a saint with a constant smile.