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As well as providing the finest quality approved used and new vehicles (including Motability) for BMW, we are totally committed to our customers, aiming to provide an unrivalled level of care and attention.
I am struggling to think how things could have been improved!
Georgina was excellent during the whole process
Friendly and prompt.
Efficient. Clear communications.
Hesh and Katie were very helpful with my enquiry and service needs
There was good follow through throughout. Chris in service who dealt with our issues with the car called us back when he said he would & also liased with Enterprise with reference to the courtesy car
the front of house staff were brilliant
In general good but you were going to follow up with a few things like a quote for repairing an alloy wheel. I haven't received it. Also the problem of moisture in my rear light has not been resolved.
My car was marked during cleaning and had to be returned later to resolve (this is second time). Mr.Hanmore was extremely helpful and sorted this out for me...his service approach deserves 5 stars, excellent every time I have had dealings with him.
The video inspection that is sent over is great and informative, the car is always cleaned inside and out. They keep in touch throughout the whole process.
Great attention to detail with such a warm welcome Top Service team
I had been told that the service would take ninety minutes however I was waiting for over two hours for the car service to be completed.
Everything resolved while I waited, without any blame or excuses etc
Very satisfied as the team are very dedicated and committed to providing an excellent experience.
Polite, helpful, informative, all issues are reported in detail via the video and comes back as clean as I would make it.
Because they go out of their way to accommodate me and are very helpful including returning my car to me when they had originally thought that they might not be able to
I've always been pleased with the dealership. They have also gone out of the way to try and organise me a loan car whilst mine is being repaired.
Very efficient.On time
Very helpful and provided a courtesy car for the service.
Excellent customer service. Chris (Wright?) is very understanding. Thanks.
Just really happy
I was disappointed with the lack of support from Marshall as we brought the car from them.the work carried out seem ok.
I would have given five stars had the service given an insight into why my tyres are wearing ar the outside corners on the offside.
Had to wait for 10mins to get booked in despite having an appointment, also there was confusion about one aspect of my fault list and I was given incorrect information which I challenged only for another technician realise the problem and give advice
Kept updated and video of tyre defects very good idea
Very efficient and courteous service with car washed and cleaned Competent and helpful personnel.Vehicle Check with video informative and reassuring.Loan car ready.
Long wait to drop car off and car was not ready when they said it would be so I had a long wait to pick up my car
Although this was only for an MoT and no problems were raised my telephone booking and subsequent visit were dealt with in a professional and efficient and timely manner.
Very good car collected and returned in good time
I bought a 5 year service plan when I purchased the car in 2016. When I came in for a service I was told that I didn't have a service plan! I had to go home and find the original invoice. 4 weeks later I am still awaiting a resolution.
Our X1 required a new shock absorber, but there was none in stock. A spare was obtained from Germany and one from UK. It took a total of 5 days to complete this repair. How come Marshall didn't have any in stock? Are we alone in wanting one?
I recently had my car serviced with Marshall Hampshire. The service was quick and efficient. The car wash and vac was to a very poor standard. A day later I had a low coolant warning come on and had to top up the coolant system with 1 litre.
Chris was very accessible and kept me informed of progress.
My problem was solved very quickly
Warranty work took nearly 2 weeks, but regular emails from Hesh Valu, service advisor at Marshall was great. Keeping me well informed on the status of the work meant I was able to plan for the extended time and kept my confidence in BMW & Marshall.
Staff are very helpful and service is excellent
Unfortunately no matter what time your booking appointment is it always seems to take much longer than predicted to get the job done. This time my car sat in the parking area for some time before it was taken into the workshop.
Service / repairs to car - provided with excellent attention & service experience by Jamie Southgate
CompletelyService date was fixed and I was pleased with everything that was done
Marshalls Hampshire are by far the best BMW dealership that I've ever used.Jamie Southgate and Jamie Steele are exemplary. Their customer service, knowledge of the BMW product and Servicing experience is first class. An example to everyone at BMW.
Ash I've said above there is a very good and friendly service. Problems are quickly identified and fixed.
We was completely satisfied because of the how helpful the staff were, the quality of the work that was carried out and nothing was too much trouble. Many thanks goes to Gordon Hanmore for always giving us exceptional customer service.
I cant remember the name of the guy who looked after me, but he was outstanding. His customer service service skills were exceptional. Extremely polite, focussed, friendly yet professional.
no problem with the products, however communication was poor. Many calls were made and not returned.
I asked the person on Reception who looked after my service on that day why I did not have a kit in my car, apparently a triangle and viz jacket, should I need this if I break down. He was going to let me know, nothing further heard from BMW.
I was reminded a service was required by telephone, I received a call during the service to advise me of progress etc, and the car was returned to me at the time advised having been cleaned inside and out
Easy drop-off, all work performed on time
it would have been 5 stars - but there was a hiccup in communicationsd where I left a message with front desk cancelling a pick up - but it didn't reach the ervice department guys who sent drivers out anyway on a wasted journey as I wasn't here
Efficient, friendly and make you feel a valued customer.
I've dealt with a lot of main dealers but the level of customer service provided to me was outstanding and in particular Jamie Steel and Katie Ryalls. Its refreshing to meet people with a "can do" attitude and nothing is too much trouble.
When I booked the service I was offered a loan car and allowance was made for the fact that the work may take more than 1 day. Hesh kept me very well informed. Friendly greeting on arrival and comprehensive explanation of work done
Kept me informed. work done as specified. Excellent service
Fantastic service, from start to finish! Tom Clark and Jamie Southgate were amazing. This was my first visit to Marshall BMW hook
It's still on going as car back in garage. But very happy so far.
Jamie steel and Jamie Southgate are just outstanding
My wife has a MINI Countryman and I drive a BMW X3 and a BMW Z4
I have to give particular star satisfaction to staff member Tom Clark who kept in touch with me on all aspects of my service and MOT. An extremely friendly young man.
Managed to cure a fault under warranty and save me some money.
Pick-up and drop off good, all work satisfactory. Very difficult to get through on telephone. Forgot to do SW update on scheduled visit so had to pick-up again. All brake pads showing green in car bit asked if I wanted them replaced anyway?
Katie Ryalls went above and beyond to assist me prior to my visit. She provided a very high level of customer service which is a rare experience these days.
outstanding service from the 2x Jamie,s
Given it was a fairly limited service - car picked up - service and MoT done, prompt communication.
The service was carried out to time and online videos provided of the cars condition. As a customer, I always feel that the staff are working to provide the best service possible.
I was well looked after but more importantly he car was well checked over and feedback was clear
Staff were professional
Jamie Southgate & Neil Prichard's Service
Highly responsive service with perfect outcome
My tyre split and was taken to the closest BMW, which is not my normal one, despite this Hesh provided brilliant service.
Tom on the service desk was very helpful and supported me with resolving the issue with my tyre.
All the Service Staff were excellent
Stress free experience.
The service team were efficient and dealt with the problems presented by me. As well as the regular service there were a number of other small issues that needed rectifying. All bar one of these were dealt with on the day.
Polite, efficient service. Forgot to update the service book (common problem at BMW garages, I've found!). They always tell you it is because the record is all held on computer and accessed via the key fob. That's no good if I want to sell privately.
Friendly efficient staff and good service
I had an m.o.t and the service guys took the time to explain what would be need before I come for a service and I will book my car in May to have a big service. I will always come back to BMW.
I love my BMW and after my last experience I think the people are very nice too.From your meet and greet to the mechanic all very nice to me and Campbell my dog. Thank you.
Did what would be expected of a quality brand
only issue was the MOT certificate was missing from the paperwork.
The staff were very helpful and did everything to accommodate my requirements
Tom Clark and Jamie Steel looked after me very well as they always do. Very good service level.
It is not my first visit to Marshall's Hook given the exceptional customer service that I received on my previous service related visits and also this latest visit. I aim to continue to bring my car to Marshall's Hook for my servicing needs.
Excellent communications; very efficient servicing; everyone I dealt with were very polite & helpful, both face to face & on telephone.
Cannot fault their customer service. Everything I asked for was done
friendly staff and issue was resolved promptly. only negative was the car wasnt washed
Excellent customer services and very professional
I have only given 3.6 as I had to return for the sat Nav to be authorised
BMW have helped us onto our next chapter in life
Its a lovely relaxed area, I felt no pressure to make a purchase.
From start to finish felt listened too and welcomed.
The sales agent, Darren Savill, was both friendly and professional and really gave the impression that he cares about me as a customer.
Kept fully in the picture, totally satisfied
Great salesman,Tom was very helpful and really made the experience a pleasure.
very helpful service
Simon the salesman was great the staff at hook Bmw were all fantastic. My only complaint was with the delivery of the car as it was hard to get a confermed date also the car had only been registered the morning I picked it up so hard to shop for insu
Marshall at Hook were excellent in keeping me up to date on the supply of my new car. The staff were very friendly and helpful with any queries I had.
Couldnt fault any element of service from any department we dealt with
Just good people to deal with, and made me feel special
The whole experience compared to previous experience as other dealerships was excellent and i have recommended to friends and family already
Staff attentive to giving full information and always courteous.
Again I feel we were very well looked after and even now if I have any issues Luis or anyone at the garage is more than helpful.
A very friendly and professional service from the initial consultation to the completion of the sales cycle and collection of the car.
Excellent, no hassle and helpful service
The sales process is slick - you are getting my money and it clearly shows you as a company only have one ambition - to take as much as you can and give nothing back - loyalty means nothing to the BMW culture as does follow on customer service
Very thorough, managed to expedite the delivery of the vehicle
The dates and timescales were clearly advised and adhered to, a very slick operation