Slight confusion with comms; SMS text to say everything was fine, then voice-message left stating vehicle could not be fixed that day resulting in a wasted trip. My mobile provider's issue as the voice-message was delayed.
Woolaston always look after us well. The staff are helpful and courteous and the service we receive is always good. The reason for the 4 not five stars? The issue with my crashing head unit is still not resolved and the car will need to go back.
Despite the issue with my car being a 'known problem' I am still awaiting a call to say that the part, which is on back order, has arrived.
Team tried to help me out and a manager called me back..
Do not like the video report by the engineer walking round my car. Despite playing it over and over I could not hear what he was saying because of background noise. Would prefer a paper report.
Work completed to time, car washed and clean well, price as expected.
It was a recall and noone told me that it would need to be kept in overnight nor was i ever offered a replacement. Made me angry
Pleasure to deal with. Great customer service
Quality service, all round.
I have an issue with corrosion of the alloy wheels and the warranty which has not been satisfactorily resolved. I am currently in discussions to reach a satisfactory conclusion.
There was no faults found although nothing was mentioned about the items I had raised an issue with which still occur, I went all day without a car for no benefit.
Major service completed, technician forgot to put oil in and I had to return to the dealership after warning lights came on during the journey home.
Booked service online, called before a couple of days ago and confirm, went there and the lady said we can't do it, we have to order a part for USB map updates. I asked for a quotation. which I didn't receive or didn't receive any call
I was welcomed when I arrived and introduced to an advisor who was very professional. I hadn't completely taken on board that I wouldn't be able to wait for my car to be ready the same day so had no easy way to get home so a lift was arranged
They keep you informed at all times during your service.
The last two visits there has been some issues regarding my tyre replacement insurance which was sold to me by the dealership with the car. The service team do not seam to know how the insurance plan works and I had to speak to Michael York.
Car was ready on time and had bee cleaned well but I feel £400 for oil and micro filter change, just a bit pricy.
On reaching home after the service. I discovered that the computer had not been reset by the mechanic, so the dashboard still shows 3 red figures when engine is started. I live 45 minutes from Woolaston. It's very inconvenient to return for a reset.
The service desk were great and a pleasure to deal with Jasmine. The issue I had was the ordering of the part and several failed attempts.
The person that I dealt with, Davinder on the reception desk dealt with a very difficult situation well, although it is on-going.
I had to return to the dealership to complete the work the rating I do give is 2* but your system doesn't allow me to move forward with the survey totally dissatisfied
Very helpful and solved the issue - thinking outside the box
Again very good experience. I requested that the car be available by 4.00 pm. It was ready by 3.00.
Very efficient Only complaint when I arrived there are no specific parking for the loan cars and I was rather rudely spoken too by one of the valeting staff who was also try to park a vehicle
The service was good but the person was rude and discourteous.
Visiting Wollaston is always a pleasant experience.The reception staff are on their game, the showroom was interesting and interactive and Dennis, who deserves a pay rise on a weekly basis, was as friendly and engaging as ever. First class service.
I am confident that my car gets the right treatment and parts.
Honest and trustworthy from start to finish
I could'nt fault the service I received
Service Reception lady Tayla was exceptionally good.
Nice people, comfortable environment
Valued the time taken to solve the problem
I booked my X3 in for service recently. The assistance given by your service representative (Tayla) was polite and courteous. However, an issue was raised during the service, the approach from the technician was not what I would expect. Very poor.
Each question I had was answered fully.
The service was carried out in good time and an update given.
Servicing has become very expensive and impersonal. I remain unconvinced that the problem that started after the spark plugs were replaced in a service has been resolved. The dealer claims that no fault was found but did not do an emissions test.
First time fix didn't work and had to drive home on a second hire for another day.
Nothing was too much trouble; staff were very helpful.
The service on my BMW was carried out well and the car performance was much improved afterwards. There was a recall to be attended to causing a delay but it was explained well by staff and I was happy to wait for it.
Check in and work done to a high standard. Communication of vehicle being ready for collection at the end of day could be made a bit earlier rather than last minute.
Again EDS attention to my needs is amazing, never feels like a sales process
We took our car into last week for a new set of tyre's and the service we stayed and waited till the car was finished.BMW showrooms always look smart and clean -tidy whilst we waited we did look at one of the cars in the used showroom .
They gave me loan car to use whilst further diagnostics were carried out on my car, so that was good. But other than that, I had to call to chase sometimes. Also had to speak to head office regarding my complaint because no one would handle it there.
I phoned to make the appointment because the central computer was constantly re-booting. I was informed this was a known fault and that they would need the car for 2 days. If I wanted a hire car to wait 6 weeks and had to wait 3 weeks otherwise.
Salesperson dealt with professional and knowledgeable - deal agreed on new vehicle
Tayla was very helpful and everything went really well for the short time I waist the centre.
It was a long day for what was essentially a software update!
My car was assessed and action plan put in to resolve issue
No charge for diagnosis despite being told there would be, (AUC warranty,) all items done in the time frame indicated at time of booking and when dropping car off. Found additional work (leaky EGR valve,) and rectified.
The car needs Disks and pads at over £1000 when I can get genuine parts fitted for half that price at a reputable retailer
The car was finished, serviced and washed ahead of the estimated end time so was very pleased I was able to get home sooner rather than later.
Disappointing service, I have only had the car since Feb and I have had a problem with the connectivity of my phone. I was told it was software problem that cannot be fixed. My mum has new BMW to and has the same model iPhone to me and has no problem
Video at 11:30ish suggesting work had been completed. I left message at 14:20ish to find out if I could pick up. Received text to say it was being washed and the service person would be in touch when ready. Heard nothing more so picked up at 17:30.
Great service and kept well informed.
No issues at all. Very helpful member of staff dealing with car whilst in for service
Whilst buying the car I was told an 'approved used' must have a BMW service history, later discovered that this is not true. You don't answer the phone. I was directed to BMW assist and told they would help, only to be directed back to the branch.
Carl is extremely helpful and goes above and beyond to ensure my needs are exceeded
a pleasure to have my BMW serviced by a great team
Customer service and updates given by the new mobile app.
kept up to date with everything that needed to be done
Garage has to be restricted on using the car on public roads to prevent any further inappropriate use, I may use another dealer next service to get a balanced view of the BMW service network, they also unplugged the dash cam. and did not reconnect it
MY car hasn't actually reached the Wollaston destination for a check yet due to the failings of BMW GB support.
The job was well done and a fault pointed out for me to sort
Nice reception by everybody and courteous people. But I still have an issue with the car which I can't understand
As to be expected, this is a service by an authorised dealer. The servixe is great
Dealt with in a polite and professional manner and any additional work was advised and quoted for for approval.
Great customer service experience
Didn't need brake fluid as done last time. Service interval on car however showed this still needed doing whereas the receipt from Synter & what you can see on your system clearly states it was done. Wollaston would not reset service prompt. I did it
Polite and friendly staff.
Stress free, first service carried out.
Only issue was lack of bookings available due to being busy with recalls
Wollaston is an excellent dealership which I have been going to now for 9 years. They always work hard to ensure you are seen as a valued customer whether bringing your car in for service or window shopping for your next.
Booked in for what turned out to be a brake service, but mentioned that there was a rattle coming from the exhaust system. It was convenient to wait whilst the service was carried out after 2hours a member of staff appaered with a cash sale invoice
After weeks of confusion over what recall work was needed to be done, special thanks should go to Holly for working out what was needed and booking in at very short notice, then also thanks to Alice for getting all the issues sorted on the day.
I asked for rear discs and pads to be changed at an agreed price of £309, they never changed the discs only pads and told me the discs didn`t need changing yet 9,000 mile previously the dealer insisted that the discs badly scored they needed to be.
They like to NOT admit that they did something wrong.
Car was turned around quickly and cleaned.
Customer Service Staff were excellent, Car was repaired on time, under warranty and valeted.
Good team always friendly and helpful.
I liked the video of the tyre and brake checking process but I would have liked a bit more time information on what else was done. Perhaps a detailed print out of what else was done.
Communications were good and all staff we dealt with were very pleasant and welcoming
Very satisfied and considering my late reference to needing some minor bodywork attending to, a very swift and totally unexpected response by the body shop. Well done.
Excellent Customer service
Excellent service, especially from Carl.
Although I still had to pay quite a substantial bill for the labour to fit the parts, the reduction in the overall cost was quite substantial due to the BMW act of goodwill.
From dropping off my vehicle to collection the whole process was so easy and I was kept up to date whilst my vehicle was in Wollaston.
Every thing was handled in an efficient manner.
The men that pick up the car from my home are great and always call me first and turn up when they say. Holly at the service desk was great. The departments letting you down are the Parts and Tyres - They have no idea about customer service.
Not withstanding my comments above I was very satisfied by my experience. Re the above experience as I understand it the problem would be with BMW, not Wollaston.
Service was completed quickly, car cleaned and I was able to have a drink and do some work while I waited. It's just the fact the tyres had to be replaced so quickly adn the quoted price was £100 more than the same tyres at halfords.
Issue could not be resolved in the day.
Bob & the Wollaston team were very helpful and supportive throughout the purchase process. Any queries were addressed promptly and communication was excellent.
Overall the dealer offers good customer service
I had to wait over 3 weeks from the time of booking to get an appointment for my service
All completed very quickly and efficiently
The car was serviced and valeted and whist this was going on,I had a coffee and a complementary breakfast.
My partner and new born took our car in and everyone that walked passed offered her drinks and to check everything was ok including the tech by taking the car on last minute and giving us a courtesy car
Well managed and informative
It would have been 5 stars, but unfortunately I was totally disappointed with the standard of the car wash. The car was clean but the whole of the paint work was covered in swirl marks which I'm now going have to polish out.
Very good dealership... Especially Denis the salesperson....
Some confusion/misunderstanding over optional extras on our vehicle but overall the experience was fine.
The sales exec Ed Boje is excellent. Although he was unavailable for the handover due to training, he kept me fully informed and had a colleague do the handover in his absence. Everything went extremely smoothly.
I can find nothing to fault my engagement or the service I recieved
Just unhappy that the car was making rattling noise in side of passages. George and the team dealt with the asap and provided my with a lovely x4 to insure my day job was not inconvenienced
We feel valued, cared for and trust our interactions with everyone. Ed kept us completely updated throughout the process and was extremely helpful.
George Welsford was professional and gave good advice. He helped us make our decisions without pressure
Please see above. This was the first time I have bought a bmw and a new car as well. The whole experience was very good and I am particularly happy with the service I received from Edward Boje.
Customer service always good from Adam and I did think the service overall at Wollaston had improved.
A smooth process throughout, as expected.
As stated previously- very impressed by Denis 4 years ago.
Met my price point required, car was in excellent condition, with fuel, nice bottle of wine. The only issue is the amount of time it takes to fill out reams of paperwork
Attentive staff and nice showrooms.
Very satisfied. All down to Grant .
My new car did come with a door dent, however this was quickly rectified by BMW.
It is what we have come to expect with BMW
Tony Soto Product Specialist has sold me my last 3 BMW's he always gives me 100% in time, experience and knowledge. also all the staff that I come into contact with are friendly
Sales staff very helpful, I was kept updated of the progress of the car, and it was very well presented when I collected it
Couldn't find fault with anything
Enjoyed the whole experience of purchasing a new car from start to finish
Excellent personal service from Bob Thompson at Wollaston Motors. He was most helpful in finalising our choice and kept us informed throughout the process
Ed, kept me updated with the delivery of the car, he allowed plenty of time to hand the car over so I did not feel rushed and was able to answer all my questions.
Took every care to make sure I was fully informed of the progress of my order. Helped me to make the right choice.
Went very smoothly with Denis as our main support
Richard Rhodes is excellent and showed patience while I choose the right car
A pleasant and enjoyable experience with a very knowledgeable and helpful BMW representative.
Delivery: Bob Thompson was very professional and spent quality time going through the layout of the car and the systems built in. He was friendly,honest and knowledgeable.
Great service and product
Delivered on time and helpful thought process
The process was straightforward and efficient.
Wollaston
Northamptonshire
