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As noted above
The video was unnecessary, especially as I couldn't hear the mechanic's comments. It would have been better to use the time to clean the car.
Although the service consultant, Kieran, couldnt be faulted, in that he was polite, helpful and sympathetic the service manager didnt even have the courtesy to come out of his office, even when I asked to see himPlus see above re my letter
I cant fault anything from the experience
The service itself was carried out greatly, it was the waiting time which lead to some disappointment. The car was booked 3 weeks away for pick-up, courtecy car booking was 5 weeks away. That's unacceptably long.
Very accommodating for the reasons expressed above and on the day fixed it so I could have a waiting appointment for additional convenience. Very good service.
Please see comments in next section.
A windscreen replacement was incorrectly diagnosed by Autoglass, the minor problem repaired to my complete satisfaction by the service team and an unnecessary insurance claim avoided.
Almost perfect. The only slight disappointment was that my car's engine bay came out of the service workshop dirtier than it went in (oil smudges, dirty handprints etc). A very small point, easily rectified by a quick wipe around with a clean cloth.
minor misunderstanding about the need for a waiting appointment but receptionist excellent and booked a taxi to take me home. Service manager also excellent.
Prior to making appointment I advised the service advisor that I had just suffered an injury that made walking difficult no problem we will get you home. On the day of the service a different advisor said there was no record of this on the system.
A long delay (over a day even though the parts were available and to hand). The reason was a procedural block; over a day to get a central email authorisation to start the work. Three days to do simple work, creating major customer inconvenience.
The dealership were able to fit me in and answer my call as there was an issue on my car that i purchased from the Sailsbury (Marshalls) dealer who never returned any of my 3 calls.
Very honest and reliable
As the curtosey car I received was nothing like the vehicle I brought in. A 1 series manual when I dropped of an executive auto car and have to see clients. Also no video of my service which I received from Bury St Edmunds last time.
Friendly helpful staff
My salesman for my last 3 vehicles has been Luke Day. He is exceptional and is the main reason we keep coming back.
On completion, the mechanic ring me to explain the details of what he had found during the vehicle service and to say when it would be ready for collection. (In line with what I had agreed earlier in the day when handing over my vehicle)
On collecting the vehicle there was a warning that the battery needed replacing. This was despite the car going through pre delivery inspection by the dealership. What disappointed most, was the general lack of urgency in seeing the issue rectified.
Customer care is brilliant your made to feel special
As above, the staff are always incredibly attentive to my needs. The service on the whole is completely professional .
Very helpful and friendly. Sourced me a car to use whilst mine was being fixed, (unexpected as it only went in for an oil change).
My previous BMW was damaged on two occasions while in the dealers care. To my dismay my current car was again damaged while being serviced (two alloy wheels were scratched). Although I sent an email highlighting my experience it was not acknowledged.
Friendly and professional service
booked my car arrived with the car on the date and time agreed and it was obvious that no one knew anything about it. Nobody returns phone calls and often doesn't answer it. After these complaints service department did do what they said.
Excellent customer service from knowledge, professional and friendly staff.
I was dealt with promptly and efficiently.
Quick serviceEverything has been explained to me about what was done during the service
Not quite the experience I expected from a BMW dealership, therefore somewhat disappointed
Service delivered efficiently, good booking in procedure. Online tools now available too. Added benefits of Free of charge services.
Satisfied with the aspect that Swindon itself was involved in. However, Id previously left two voicemail messages on the overflow call system, trying to confirm the service booking time, as I was not sent a reminder of any kind. With no response!
The service at Dick Lovett Swindon is great. Waiting times for work at Swindon far too long, Hungerford seems better. Quicker service required for a premium brand - get more people. Indicative of poor management, get a new boss.
Felt that it was a good job done but it was expensive.
From reception staff to sales and engineers you are feeling very welcome and you know your car is dealing with right hands.
Excellent customer service.
This particular time had to have replacement seat sensor within warranty.Needed courtesy car which was supplied.Everything turned out fine.
Thought the service was good, Well informed, Wasn't waiting around for ages to talk to an adviser.
No surprises. Would have scored higher but the car cleaning was not thorough
Car should have been pdi properly
Was told would get video of leaking drive shaft seal on last service, have never received it!
After sales service always of high quality and courteous
Friendly ,efficient and for taking the initiative.
Friendly service as soon as I entered the building, I was thrilled to receive the video. Let me say that I am always nervous about going into such a grand building but your staff are always wonderful and I am put at ease
The fault had been resolved.
No problems at all
Issues with car resolved quickly and no pressure to return courteous car early due to my working hours
Car in for MOT - plus the added air con! No newspapers, coffee machine broken, had to wait for someone from front desk to let me know when a service adviser was available (I could see)
All staff helpful
I reported brake squeal asking if that could be investigated. My car was returned without comment or the issue being resolved.
Everything was done as promised with no issues and with a friendly demeanour
same as above
Have been using Dick Lovett for some years to service my wife's BMW, including the dealership where I bought this car. Very difficult to fault in any department.
Kept us informed
The aftersales support is usually good and their business is executed in a professional and friendly manner. But unfortunately on this occasion, I had to return the car for the service history to be added to the vehicles information display.
I felt all concerned took a personal interest.
To get vehicle in to put on diognostics was going to take over a month even though the vehicle was unsafe!!
Despite the lack of help from BMW assist, the service staff did all they could to support me. Bit disappointing after spending £350+ on a tyre and my car being with them for 1 week it arrived back with me without a valet service.
I now need to arrange to bring it in for reset.
Not higher as unresolved issue but now waiting >6 weeks for courtesy car to get issue resolved
All done very well.
Car picked up on time, serviced and returned on time.
Service chap Dave was enthusiastic and knowledgable about the car and fully explained the outcome of the service and health check. Highly recommend.
Car was booked in for a day but due to engineer absence was required for two days which ended costing me a train/taxi fare to pick the car up the following day.Swindon team friendly and helpful however.
Friendly staff catered to my every need
Only concern remains BMW pricing - e.g microfilter
After the recent service my car definitely felt like a better drive.
Did as asked
service completed as requested
Again never had a problem, very happy.
Car service was made very easy for me, with pick ups arranged for me to get to and from work.
Did not go through the work done on the car. That was on the job sheet
Efficient friendly and professional. Nice surroundings and very helpful staff
Fixed faults at a lower cost than the estimate
A very experienced team looks after you.
they did mess up my health check
Very informative of what needs to be done (re. Service items) and again, treated like a valued customer.
Good. one to one satisfactions.
Informed of status during wait.
Did everything that was expected with all staff very professional and friendly.
Very efficient and customerfriendly
Good communication and friendly staff
I cannot add anything to the above entry
I booked my car to refurbish an alloy wheel and when I arrived I was told this was not expected. Poor internal communication mean
I've previously been completely satisfied with the service experience especially the ease with which I was able to organise service & repairs. However, I feel by centralising bookings it has made it faceless, less personal & not more efficient
Fantastic service in every way
Good clear communication and excellent support
My car had a serious rear suspension failure and Dick Lovett Swindon were willing to take the car for inspection and repair at 1 week's notice while I was away on business. BMW Oxford were unable to do that.
Very satisfied with the service provided and delivery of car worked around us.
All questions answered and all necessary controls were explained and demonstrated.
Brilliant every step of the way, from start to finish a truly wonderful experience. Please see my comments to your question 1. I even received a big bouquet of flowers as a thank you gift.
Very welcoming ensuring we were looked after at all times.
Cheerful and friendly staff, everything happened as promised.
Craig is a brilliant salesman nothing is too much trouble
The main sales person Joey Lloyd was very personable, helpful and knowledgeable. Without any hard sell he converted us to BMW whereas in the past we have generally had Jaguars or Mercedes Benz.
Excellent sales experience - friendly, knowledgeable and completely in tune with my needs.
Friendly informative staff.David Seal was the sales executive that dealt with my purchase, he is a credit to Dick Lovett, Swindon.
It was a pleasant experience.
No problems and complementary drinks and snacks were excellent. There are a lot worse things to do than drink tea in a BWM dealership!
Car delivered slightly early left me a little out of pocket but we fixed the majority of the issue.
I had been to a few other dealers prior to BMW and the service I received was shocking. BMW have been polite and helpful as soon as you walk in the door. Chris has been so helpful in the purchase of my car and helping sort out questions that I have.
Damon Chandler who was my dealership contact was easy to talk to and understand the process
No faults with the service and James looked after us just as well as Richard had done for our last two cars - thank you both.
As explained above. I was given time and each car was explained fully before I made my choice. The sales executive was knowledgeable and gave me confidence in what I was purchasing
Informed all along the way by James Burns. The unveiling of the car when we collected was a lovely touch. The whole process was smooth and we felt we were being looked after whilst never feeling rushed to make a decision.
Overall good experience where you were made to feel welcome and valued. A returning customer.
Absolutely first class. Having experienced dealerships from other premium brands, and also other BMW dealers, I have to say Dick Lovett BMW in Swindon is a world apart in every way. They are outstanding in every department from Sales to Service.
This car has everything I need and nothing more!
Flexible sales approach by salesman to my requirements, competitive price offered on a new car built to order, helpful during difficulties with DVLA in transfer of personal number plate from previous BMW.
Only disappointment was the original car I had selected had already been sold without the dealership knowing.
Its a shame I have to travel so far to get a good service. Local dealers could learn a lot from dick Lovett.
We were treated with respect and courtesy and efficiency - all of which are VERY important. The MAIN reason I continue to come.
I have dealt with the same dealership - Dick Lovett Swindon since purchasing my first BMW. The service has always been excellent.
Good communication throughout
LUKE WAS EXCELLENT
Our salesperson Luke was so helpful with all our needs taken into account and all negotiations were conducted in a comfortable and relaxed manner. All the reception people we met were pleasant and helpful.
Chris was superb. Listened, checked everything and gave me all the options and information needed.