After purchasing my Z4MC through Mike Symmond at Hereford Cotswold (see my other post re: this excellent experience), I had to book my car in locally to have a replacement O2 sensor fitted under warranty.
From the point of booking in, through to collecting the car and leaving the car park, the experience left me feeling like I owned a Rolls Royce.
Bearing in mind I have never owned a 'premium' car, certainly not a BMW before, so was expecting Honda/Nissan levels of customer service.
Upon arrival, I was greeted by a very smartly BMW dressed gentleman who led me to 'my' parking space. It was slightly drizzling, and he offered a spare BMW umbrella so I could walk to main reception reasonably dry.
No sooner had I entered their spotless reception area, I was again greeted by my surname, and taken to meet the service representative who was looking after my car for the day. With her business card in hand and printed summary of works to be done, I left to go to work.
Throughout the day, I had two phone calls. The first to confirm the original diagnosis, stating parts were on order ready for the following day. The second was to say that I could collect my car, and considering the delay in obtaining the parts would I mind if they fully valeted my car prior to collection. I was speechless.
Upon arrival the car had been prepared to the condition I remember seeing it in when I collected it from Hereford BMW when I bought it. Immaculate and waxed thoroughly.
The following day, the entire experience was repeated, with the car being washed and cleaned again.
Very impressed.
However. how can one brand be so different. I later had to visit BMW Sytner Birmingham (closer to work this time), and the reception, service, communication and resultant charges for warranty work were appalling in comparison to Hereford.
No reception before 8am. Write out everything but your birth address and great grandfathers middle name on an envelope. Put your keys into the envelope and post into an anonymous post box and walk away.
First phone call was at 9am, to state that they had received the car ok (I delivered it!), and wanted to know why it was in and what needed doing (i.e. everything that was previously discussed and noted by the service representative face to face the day before and earlier that morning, written by me on the envelope!).
At 430pm, I was instructed to collect the car.
Upon arrival I was presented with a £90 bill for diagnostics involved with rectifying the complaint I bought the car in for under warranty (snatching / squealing and intermittent handbrake operation).
I refused to pay this bill, as I was not previously informed of this cost prior to point of collection.
The car was also booked in to have a small scratch on the offside wheel 'smart repaired', but they stated that although they said it would be done that day, they didn't realise until midday on the day of the work, that the contractor who performs these repairs didn't work that day! Great.
Unfortunately, I will most certainly not be spending my M Tax money with Birmingham Sytner. In future, I will instead (at considerable expense to me - day off etc) take my car to Sytner Coventry or back to BMW Cotswold Hereford, as I have found that although more expensive than an independent, I will get the customer experience that should come with owning a BMW.
Just my pennies worth, hope it helps.
Michael
From the point of booking in, through to collecting the car and leaving the car park, the experience left me feeling like I owned a Rolls Royce.
Bearing in mind I have never owned a 'premium' car, certainly not a BMW before, so was expecting Honda/Nissan levels of customer service.
Upon arrival, I was greeted by a very smartly BMW dressed gentleman who led me to 'my' parking space. It was slightly drizzling, and he offered a spare BMW umbrella so I could walk to main reception reasonably dry.
No sooner had I entered their spotless reception area, I was again greeted by my surname, and taken to meet the service representative who was looking after my car for the day. With her business card in hand and printed summary of works to be done, I left to go to work.
Throughout the day, I had two phone calls. The first to confirm the original diagnosis, stating parts were on order ready for the following day. The second was to say that I could collect my car, and considering the delay in obtaining the parts would I mind if they fully valeted my car prior to collection. I was speechless.
Upon arrival the car had been prepared to the condition I remember seeing it in when I collected it from Hereford BMW when I bought it. Immaculate and waxed thoroughly.
The following day, the entire experience was repeated, with the car being washed and cleaned again.
Very impressed.
However. how can one brand be so different. I later had to visit BMW Sytner Birmingham (closer to work this time), and the reception, service, communication and resultant charges for warranty work were appalling in comparison to Hereford.
No reception before 8am. Write out everything but your birth address and great grandfathers middle name on an envelope. Put your keys into the envelope and post into an anonymous post box and walk away.
First phone call was at 9am, to state that they had received the car ok (I delivered it!), and wanted to know why it was in and what needed doing (i.e. everything that was previously discussed and noted by the service representative face to face the day before and earlier that morning, written by me on the envelope!).
At 430pm, I was instructed to collect the car.
Upon arrival I was presented with a £90 bill for diagnostics involved with rectifying the complaint I bought the car in for under warranty (snatching / squealing and intermittent handbrake operation).
I refused to pay this bill, as I was not previously informed of this cost prior to point of collection.
The car was also booked in to have a small scratch on the offside wheel 'smart repaired', but they stated that although they said it would be done that day, they didn't realise until midday on the day of the work, that the contractor who performs these repairs didn't work that day! Great.
Unfortunately, I will most certainly not be spending my M Tax money with Birmingham Sytner. In future, I will instead (at considerable expense to me - day off etc) take my car to Sytner Coventry or back to BMW Cotswold Hereford, as I have found that although more expensive than an independent, I will get the customer experience that should come with owning a BMW.
Just my pennies worth, hope it helps.
Michael
. We've been doing this for a while now and feel that it's realy helped to improve the overall customer experience.