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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.
Missed a coolant top-up message, but otherwise good
I was well looked after staff were friendly and helpfull . Job was done a lot quicker than expected when staff realised I had to wait on the car . They pulled out all the stops . Put extra technicians on the job to complete the work faster . 5 star
as above, good service
I think your service guy lost interest as soon as I mentioned I lease my car and have a maintenance contract on it. Also, he promised that the car would be cleaned when I returned....which it was not. I then had to wait for this to be done....
Marshalls gave me an appointment to have the work done within 2 days. They arranged it to save me attending their dealership in Bournmouth saving me a 90 mile trip and a day of travelling. Excellent customer service
everything went very smoothly, but new tyres was a bit hassley
15 minutes waiting to drop off keys when no other customers waiting. Seating area + coffee is being used in preference to expediting a quick drop off/pick up of vehicle. Frustrating when you just want to get on with your day.
Helpful and friendly
What was I paying for? The priviledge of waiting for "my" advisor who was with a client whilst others were free? Or the expensive computer analysis? Certainly not for a mechanic
did not fix fault with light in boot
Easy to deal with and kept me informed throughout the process
Was given an appointment which was convenient to me.
Wheel was removed and tyre replaced.
Professional service from the point of being greeted when entering the dealership to the point of collecting my car later in the day
No filler cap replacement again. Video not really of any use. Depth guage positioning not shown, depth guage screen cracked. Inspection of car bodywork pointless really.
Car looked immaculate on collection. I value this part of the service. Special thanks to Jamie Southgate for his thoroughness and professionalism also for the personal way he takes an interest in customer support. Thanks also to the 'other Jamie'!
I would complain if I wasn't satisfied!
Efficient service. Work was completed on time and to my complete satisfaction.
Again jamie and his team sorting out perseverance with my problematic 7 series Ld!
Professional job . Car lovely and clean when picking up
I had bought the car months earlier when it had done 10000 miles. I was disappointed that the vehicle had not been serviced prior to the sale.
As far as I know, the quality of the actual car service was satisfactory. The low score relates to the problems I had trying to book the service and to the process of dropping off the keys on the day of the service, see below.
First class service given by Jamie Southgate
As in question 1
Prompt and courteous pickup and return of my vehicle. Kept informed once s rvuce completed.
While BMW took the effort to wash the car, the driver window was left dirtier than it was when given into BMW Care, A wipe over with dirty water & no check, below normal service expected hence why not completely satisfied. Ended up washing it myself.
I asked the service department to look at a Drivechain fault and it is still appearing as a fault so will have to take it back.
I found all the staff very friendly and helpful and the paintwork repair to my car was completed in the time specified and to the standard I would expect from a BMW dealership.
Jamie Southgate kept me fully informed at all times when vehicle was in the workshop.
Received a detailed video of my car and a talk through of its condition.
Waited in seated area always kept informed
As above, Jamie Southgate
Reasonable pricing for service and cheaper than another bmw dealership.
Work well done!
They helped by providing a loan car, explaining the issues that had arisen during the car service and how they would help support the cost of repair through BMW which was excellent service, above and beyond. First class service.
They have always provided great service and are helpful and friendly
I noted lacquer peel on the front bumper & 2 of the wheels were showing scabs on the faces. Upon collecting the car there was no mention of this & when I called the next day I was told that the warranty had run out that morning & they could not help!
Jamie Southgate always goes the extra mile.
According to the video I was sent, the technician spent more time looking for bodywork scratches than a winter safety check. He didn't even open the bonnet!
Very smooth dealt with efficiently. i waited and the time was about right.
Booked in for my MOT at 14:30, told to arrive at 14:15 which I did. It was 14:45 before my car keys were even taken and I was spoken to by a member of the service dept. From that point it must have been another 15/20mins before my car was taken.
Booked in for a 90min service but on arrival I was told about recalls which would mean the car was required all day. I feel the recalls would have been known about in advance and I should have been told before my arrival.
I thought Chris one of your front of house Service Consultants gave/advised me honestly. I felt my custom was valued. This is the first time I have received this level of service.
I can't fault the service received by sales staff and receptionists at Marshalls
Again great service.
everything went very smoothly even if we dare contacted by rather a lot of different people.
The complimentary vehicle check highlighted some dents on my car. There are no dents so this caused some concern until I was able to check for myself
The service staff kept me well informed through the process
The work was fine and the car left clean. But when I arrived they didnt know what part needed replacing even though I had told them several days before. When I came to collect i had to wait and no-one was taking any interest.
Everything went okay as requested
Always polite, friendly and helpful service
I had a hard departure time. It took longer than the 90 minutes expected, so I had to leave without the car being washed.
Up to usual high standard.
The service was done and no problems
Had to wait to be served
Would have been ten if they could have given me a collection time between 8 and 5 but could on guarantee up to 7. Not convenient to me as I live on my own
Keep us updated with progress and did a very good job
They have not reset the service indicator meaning I am going to have to return to the garage to get them to do it for me. Waste of time. They also had booked the car in for the wrong day, which they were able to correct
Excellent service. Done on a Saturday
Great communication (phone and email).
A number of communication mishaps with the original customer services advisor so didn't get off to a great start on this occasion. Following a complaint to the Service Manager, Gordon, everything changed and my expectations were exceeded.
I was kept information throughout the service, a video was sent, the car was cleaned and ready when I arrived to pick it up.
Service is always of a high standard.
Helpful; polite; explained things clearly
Wait to deposit car key;Lots of paperwork;Quoted very high prices for extras - then had to refer to manager for discounts which was minimal;
A quality and comprehensive job of what was for me my first experience of BMW service. It does however take a long time from arriving at the garage queuing to hand in the keys and sign something - ditto when collecting the car on completion.
As above but as I drove into Hartley wintney - only a few miles down road I had warning symbol for low tyre pressure. Pulled over and called garage who in fairness asked me to pop back, I was a little concerned to drive so Reset tyre pressures
Everything went as planned.
waiting to long
Good customer service, experience and good communications
Mechanic broke oil filter housing during the service, leading to an oil leak discovered after a week. However, Marshall did everything they could to rectify the issue and get me back on the road at no notice, giving me a demonstrator as a loan car
Ross Hanmore is exceptional in attention to detail, advice and care
No complaints with the service
They sorted everything out efficiently and thoroughly
Work carried out on the car was good which is the main thing but when I book my car in for service on a date I don't expect to be shown to a sitting area where everyone is just waiting? No indication of time required to wait and I needed to get 2wrk
I was greeted when I arrived, and given a cup of coffee(nice) but there was no indication of who I was going to see, how long it might take etc. I sat for 15 minutes before I went to find someone. All I wanted to do was drop the key off!
The car was ready within a day and all work carried out satisfactorily.
There professionalism of everyone from the time I walked into reception at Marshalls till I left with my car after the annual service was completed.
They are great at Marshall
Clean, pleasant dealership. Comfortable waiting area. However having told me that the wait would be 90 mins, the work wasn't completed on time which meant that I was late for a further appointment when I could have made other arrangements.
Very good service. Only minor negative is that they told me I'd receive a video of the car inspection, but it was never received, otherwise I'd have given 5 stars!
The work was completed well and in good time. However, because of a muddle with the vehicle collection I ended up driving to Hook to collect the curtesy car.
Outstanding service from Jamie Steel and also Jamie Southgate
Everything i asked for was completed to an extremely high standard. Nothing is to much trouble, making sure i am happy.
Efficient collection service, kept informed as to what was happening and the video showing the car is a real nice touch and reassuring that your investment in BMW is being reciprocated.
Had to continue to chase to find out what was happening with car. Rang three time one day before someone rang us back
what else can I say
The staff I dealt were all very helpful
Very personal attention from Ferdi Khan.
Was very quickly
ALL VERY SMOOTH - VERY HELPFUL THROUGHOUT
Ferdi is an asset to you and he kept me up to date even when the vehicle was late. Good Ambassador to BMW.
Great service from Peter at Marshalls. He looked after me from beginning to end, sourcing the vehicle for me.
Super service and delivered exactly when expected
Regular build progress updates. Paperwork didn't take too long. Car was nicely presented in the showroom.
Good product at a reasonable price, supported by an experienced sales team.
All our questions were answered
Pleased with the ability to source the car of my choice and the customer service throughout
Everyone was extremely helpful with advice and subsequent decision on purchasing a new car which was efficiently handled all through the process and delivery.
When considering what car to buy I rang your customer service centre for info particularly engine problems with the series 2. They only wanted me to contact the local showroom and did not wont to give me any info.
Really pleased with the whole process. The guys were great and the revealing of my car was a very nice added bonus. I had my newborn daughter with me so was sweet to have a video of seeing the car for the first time with her.
See above, also, the salesman was pleasant, polite and very knowledgable about the BMW range. We are not inclined to make decisions quickly and the salesman, Dan Sallows, understood this and accommodated our approach. We could test drive any car.
I visited Audi Camberley and there was no comparison, they could learn a thing or too from BMW
More than satisfied with the whole experience, felt well cared for.
Rhys, the sales advisor I was interacting with was great, really personable and wanted to help get the deal and car I wanted, which he did successfully!
Everything spot on, not oversold to made to feel very welcome. Salesman was excellent- even cancelled his day off to accommodate my collection needs and also arranged other bespoke requirements
Treated very well.
It was a genuine pleasure to deal with Rhys White
As above. Great Service.
Throughout my many contacts with Dan and others at Marshall BMW in Hampshire their care and attention was faultless.
Relaxed yet efficient process. Made to feel welcome and valued.
Thorough information provided and with a smile
On one occasion I needed to check on the estimated delivery date as I needed to book up important business travel arrangements. It took 2 emails and 3 phone calls to get a response from the sales executive. Not acceptable.
Only problem time from production to delivery to me took too long