It's not the first time I've had utter crap attitude and service from the services department at BMW Sytner (formally Rydale) in Sutton Coldfield, but they're closest to me. However after this time I might actually drive just an extra 10 miles to my next nearest one.
I had a problem opening the front bonnet (I ran out of windscreen wiper fluid), the lever got kind of jammed, my husband tried several times on several different days as we thought maybe the cold had caused it to jam somehow. First I phoned Sytner and the receptionist transferred me to the a member of the services department, I informed her of the problem and she told me to 'just bring the car in and we'll take a look at it,' I asked whether or not I needed to book a time in, she replied 'no', so I bought it in later that afternoon.
I checked the car in with her at 2.30pm, she said it would only take about half an hour, so I sat and waited. I was prepared to wait up to an hour because I understood that if there were other problems with the car then it might take a little longer. So I waited... and I waited. It was 3.45 and eventually another guy came round to say that 'the lever was jammed and they have to replace the lever, but we have to order it in because we don't keep it in stock'. I thought fair enough since it only takes 2 days or so for them to order it. Then I asked whether or not it was covered on warranty, the guy said he would ring and find out... 4.00....4.15....4.30.... he came back saying he couldn't get in contact with BMW Scotthall in Leeds (where I got the car and warranty from) and that they would ring me back the next day to let me know. Fair enough, I finally left.
The next day came and went. The following day after that, *Sigh* OK, I'll phone them instead, I explained my situation that someone was supposed to call me back and I hear the guy on the phone shout to the original person who initially dealt with me, 'haven't you called her back yet?' (charming), 'she'll call you back in a little while.' I have to give her credit, she did call me back after about half an hour and asked when I would bring the car in, it would take a couple of hours, I said Saturday as my husband could drop me and the car off and we would come back for it later that day, and then I asked again 'do I need to make an appointment?', she again replied 'no, no, just bring the car in', I then asked what sort of time, 'anytime after 8.30'. I thought it was wierd, surely BMW services have got other cars to repair? I would have felt a lot better if she had given me an actual appointment time, but she said anytime after 8.30 so OK.
So I went in Saturday with my husband at 1pm (as that was after 8.30 like she had said) but I already had a feeling that something would go wrong and guess what, the services department closes at 1pm. The rest of the sales department were still opened until 6pm but services 'sorry they've just closed'. I complained at the reception desk and explained the situation again to somebody else, that I insisted on booking an appointment and was told there was no need to, but since it would take 'a few hours', she should have said bring it in by 10am by the latest as we close at 1pm...
I wasn't happy, needless to say my husband was fuming. I suppose I could say it was my fault for not knowing they closed at 1pm - true.
I couldn't go to Sytner on Monday, so on Tuesday morning I phoned Sytner and was transferred to another guy in services, I explained the whole situation AGAIN to someone different and he said
'we can book you in for tomorrow'
'tomorrow?? I was told I didn't need to book?'
'no no, we have lots going on and you need to book an appointment to bring your car in'
'well I understand and I would have booked but I spoke to a services rep and she insisted that I could just bring the car in'
'no, we tell all our customers to book an appointment, otherwise we don't guarantee we can give you your car back on the day' (exactly what I thought).
Basically after much explaining, the guy agreed that if I bought the car in straight away, they could do it and I could have it back by the end of the day.
So at 10am I trotted back again (3rd time in 4 days) to Sytner and sat straight down in front of her desk, she had the nerve to ask me 'weren't you supposed to come on Saturday?' I said yes but you had closed then I told her I spoke to another guy from services and they said to bring it down now. Then I asked her was I supposed to make an appointment and she bloody replied 'yes, you really should have made an appointment'......I raised my voice at her so that the other colleagues and customers could hear, 'I insisted 3 times to make and appointment and 3 times you said I had no need to' and she was silent... just tapping away at her keyboard... 
After more waiting she said come back at 4pm and it would be done, knowing what had happened earlier I asked her whether or not to call before I came to make sure the car would be ready, I wasn't prepared to wait for another half an hour, she just replied sternly, 'no... it will be done by 4pm'.... fine....so I booked a taxi to take me home. When I was going to pay the taxi fare, the taxi driver was expecting a voucher from BMW, I asked what they were, he said they give it to all their customers who need to take a taxi home from BMW. Oh - oh well... I paid the taxi fare.
Throughout the day I was so uneasy, half expecting more excuses from them and I even dreaded walking in at 4.15. But she was nowhere to be seen and instead another services rep acknowledged my arrival and finally bought my car back out with everything fixed.... finally...
In the past, we have had snobby attitudes from the sales reps in there who basically just didn't want to know. I do have a feeling that its because maybe we are young(ish) late twenties.
Has anyone else had problems with Sytner Sutton before?
I had a problem opening the front bonnet (I ran out of windscreen wiper fluid), the lever got kind of jammed, my husband tried several times on several different days as we thought maybe the cold had caused it to jam somehow. First I phoned Sytner and the receptionist transferred me to the a member of the services department, I informed her of the problem and she told me to 'just bring the car in and we'll take a look at it,' I asked whether or not I needed to book a time in, she replied 'no', so I bought it in later that afternoon.
I checked the car in with her at 2.30pm, she said it would only take about half an hour, so I sat and waited. I was prepared to wait up to an hour because I understood that if there were other problems with the car then it might take a little longer. So I waited... and I waited. It was 3.45 and eventually another guy came round to say that 'the lever was jammed and they have to replace the lever, but we have to order it in because we don't keep it in stock'. I thought fair enough since it only takes 2 days or so for them to order it. Then I asked whether or not it was covered on warranty, the guy said he would ring and find out... 4.00....4.15....4.30.... he came back saying he couldn't get in contact with BMW Scotthall in Leeds (where I got the car and warranty from) and that they would ring me back the next day to let me know. Fair enough, I finally left.
The next day came and went. The following day after that, *Sigh* OK, I'll phone them instead, I explained my situation that someone was supposed to call me back and I hear the guy on the phone shout to the original person who initially dealt with me, 'haven't you called her back yet?' (charming), 'she'll call you back in a little while.' I have to give her credit, she did call me back after about half an hour and asked when I would bring the car in, it would take a couple of hours, I said Saturday as my husband could drop me and the car off and we would come back for it later that day, and then I asked again 'do I need to make an appointment?', she again replied 'no, no, just bring the car in', I then asked what sort of time, 'anytime after 8.30'. I thought it was wierd, surely BMW services have got other cars to repair? I would have felt a lot better if she had given me an actual appointment time, but she said anytime after 8.30 so OK.
So I went in Saturday with my husband at 1pm (as that was after 8.30 like she had said) but I already had a feeling that something would go wrong and guess what, the services department closes at 1pm. The rest of the sales department were still opened until 6pm but services 'sorry they've just closed'. I complained at the reception desk and explained the situation again to somebody else, that I insisted on booking an appointment and was told there was no need to, but since it would take 'a few hours', she should have said bring it in by 10am by the latest as we close at 1pm...
I wasn't happy, needless to say my husband was fuming. I suppose I could say it was my fault for not knowing they closed at 1pm - true.I couldn't go to Sytner on Monday, so on Tuesday morning I phoned Sytner and was transferred to another guy in services, I explained the whole situation AGAIN to someone different and he said
'we can book you in for tomorrow'
'tomorrow?? I was told I didn't need to book?'
'no no, we have lots going on and you need to book an appointment to bring your car in'
'well I understand and I would have booked but I spoke to a services rep and she insisted that I could just bring the car in'
'no, we tell all our customers to book an appointment, otherwise we don't guarantee we can give you your car back on the day' (exactly what I thought).
Basically after much explaining, the guy agreed that if I bought the car in straight away, they could do it and I could have it back by the end of the day.
So at 10am I trotted back again (3rd time in 4 days) to Sytner and sat straight down in front of her desk, she had the nerve to ask me 'weren't you supposed to come on Saturday?'
I said yes but you had closed then I told her I spoke to another guy from services and they said to bring it down now. Then I asked her was I supposed to make an appointment and she bloody replied 'yes, you really should have made an appointment'......I raised my voice at her so that the other colleagues and customers could hear, 'I insisted 3 times to make and appointment and 3 times you said I had no need to' and she was silent... just tapping away at her keyboard... After more waiting she said come back at 4pm and it would be done, knowing what had happened earlier I asked her whether or not to call before I came to make sure the car would be ready, I wasn't prepared to wait for another half an hour, she just replied sternly, 'no... it will be done by 4pm'.... fine....so I booked a taxi to take me home. When I was going to pay the taxi fare, the taxi driver was expecting a voucher from BMW, I asked what they were, he said they give it to all their customers who need to take a taxi home from BMW. Oh - oh well... I paid the taxi fare.
Throughout the day I was so uneasy, half expecting more excuses from them and I even dreaded walking in at 4.15. But she was nowhere to be seen and instead another services rep acknowledged my arrival and finally bought my car back out with everything fixed.... finally...
In the past, we have had snobby attitudes from the sales reps in there who basically just didn't want to know. I do have a feeling that its because maybe we are young(ish) late twenties.
Has anyone else had problems with Sytner Sutton before?
south yorkshire
)