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First rate customer service
Unfortunately I cannot quite give the full score here. Firstly I would to thank Natalie for all her help and for the prompt offer of a loan car once mine could not be fixed on the day. Continued in section 4
Not greeted for about 5 mins ,I felt I was not welcome ,also people were waiting to be served
Usually give completely satisfied but when I collected my car the requested valet had not been done. A small matter. Overall service excellent.
Because they did the job while I waited, it was done quite quickly. Very nice cup of coffee as well.
It is always very straightforward and efficient. I never have a problem with the car and have confidence in the way the garage look after it.
The team at Westerly were superb, keeping me updated on the progress of the repair. Mark Rattenbury was key to this, and should be rewarded for the level of customer service he provided.
Cost of MOT was as quoted.
because service arranged on 19/3/19 was not logged
Very helpful and great service just a bit expensive
Apart from the online booking system failing, everything else was good.
What I needed doing was done, to time and no problems. Plus kept in touch so I was aware of timings etc.
All done satisfactorily in the timescale I set on the day. My only comment would be the long lead-time between booking the service and the actual service because I needed a loan car.
All work done as promised in the time indicated.
Received a warm welcome and very good service from Richard.
The car was not washed well.
Works done in timescale outlined
Impressed by the engineers video, job well done.
Communication whilst carrying out service and completing service was great
The service was done well and the car was cleaned. We were given free bus tickets to get in to Exeter whilst the service was getting done.
See the above reasons.
Dealt with Mr Wenham on both occasions and he was extremely knowledgeable and helpful
I have dealt with Westerly for over 15 years . The service staff generally know me by name and are always polite, knowledgeable , efficient and helpful. My courtesy car was brand new ; something which I did appreciate to be entrusted with.
Just have ! Quite happy!
All checks were made and other queries I had were addressed
No trouble booking appointments informative friendly efficient service.
Excellent service and quick
Dealer Service - The experience from the initial handover, car required cleaning, sale man had very limited knowledge of the vehicle and subsequent services have left a lot to be desired. Lacking customer attention and care.
Reason for rattle found and dealt with under warranty
The major service done by Westerly was fine, although the seating adjustment was difficult after the attention of whoever had to lower it from where it was. However, the condenser issue is the cause of my disgust at BMW UK as mentioned above.
because my car was ready when BMW said it would be!
The issue was resolved under warranty with no quibble and efficient turnaround.
Car serviced and valeted on time as agreed and ready on my return
Good service but unfortunately the day my service/mot was booked for, on arriving home I had a letter offering sat nav map upgrade which meant booking another appointment.
I am completely satisfied with the service experience.
Requirement understood and actioned immediately. Communication good and helpful.
Although they are a fair wear and tear item the brake pads required replacement at 18k not the dealers fault but should be passed into BMW
I have been a loyal and regular customer of Ryebrook Warwick. my experience of the Plymouth, and now Exeter dealerships for servicing/recall work, has been far less satisfactory. Westerly were not at all impressive, & I felt little reason to return.
Kept me informed
The chaps in the service department are always very friendly and informative.
Work completed on time and well done.
I was kept waiting 45 minutes which put me into heavy traffic. I dropped the car off at 7am and arrived at 4pm to collect.
James Dixon is always excellent and ensures I get the best customer experience
Cannot fault the customer service and professionalism, but all that does come at a price.
Small fault easily rectified
You didn't turn up to pick up my car as arranged. I wasted a morning waiting despite booking it in a month in advance and speaking to you about it only a few weeks before the date.
At the garage, service staff were on the ball and explained why the service and end of warranty check I was expecting was not possible. The telephone booking service had got it wrong. The other work was done as promised and very conveniently.
There seemed to be no record of my service pack at first until the staff member checked a different system.
I am a longstanding BMW owner, this I feel is always recognised in my dealings with them
hey it works, runs smoothly, etc
Friendly, they listen and nothing is too much trouble. A class above any other brand dealership. Also, they have an excellent waiting area and the provision of bus tickets into town was a nice touch.
Not happy about the extra work/cost, as previous question.
Not very happen with the communications with management over the oil change and the corrosion's on the wheels and damage to one rim after the replace hence another wasted 4/5 hours and still no apologies from management after having purchased 7 BMW's
Timely and professional
Work done to my satisfaction; see notes also, above.
Very efficient, easy to deal with, given free park & ride bus ticket in the City & contacted immediately when my car was ready. Was cleaned beautifully as well
Consistent high quality servicing with a team that keeps me, as the customer, informed at every stage
As we have to go back again this is incurring costs to us as we live 50 miles from the dealership in Exeter and 40 miles from Barnstaple. We also have to have time off work to take the car in.
Always find the staff and the work undertaken at a high standard + they are always happy to explain what and why work need to be done.
After the initial hiccups we were dealt with very well
Anniversary service advertised to include
You updated some software on my car system which then lost all connectivity. I had to reload phone etc. I should have been advised that this would happen. I get it was probably unavoidable.
You are looked after from the start to finish
The showroom felt a little cramped, and in need of updating.
The recall was delayed because of a lack of courtesy cars. Despite the contract for the use stating that it must be returned clean and not used to transport animals, mine was filthy and the boot was full of dog hairs and muddy paw prints.
There was a long delay before getting the car washed, a simple operation should not have taken so long.
Tyre pressures were too high and the same front and back; and the coolant level is at Max even when the car has not been running for 3+ hrs.
Quick action to order the tyre and fitted as soon as it arrived.
Comms could have been better, had to phone on 2 occasions to find out what was going on
As always excellent
The repair on my car was carried out speedily and efficiently.
Did the job which was bigger than expected quicker than expected
The initial analysis was great, but unfortunately the car came back with a fault with the air-con caused by the repairs to the gearbox. This was promptly resolved at a further trip.
Work completed no problems
It was only a running in service so just an oil change
Finished on time, no problems, all explained.
Everything was done on time and efficiently
The technical issues were dealt with efficiently and effectively - but communication and provision of information to me were quite unsatisfactory. I needed to seek information and clarification of the information once it was provided.
Work completed as expected.
They know my needs and never disappoint
Service carried out as agreed, with good communication on progress and completion of service
Max actually listened to the issue I was having with the car (which a previous employee hadn't and had treated me like an ignorant woman) and ensured it was resolved with a new light unit. No problems with the light since
Happy although there was slight confusion as to the diagnosis during my initial telephone conversation which caused further confusion at time of visit. That said, the work was completed very quickly and I am therefore very satisfied.
Car was recalled by BMW for software upgrade. Not clear what the improvements were. After upgrade all settings and personal preferences in the vehicle were lost. Response from service centre was that a back up is not taken before the upgrade. Poor.
Your tech guy was really helpful with my in car I phone connection issues
Everything done in the time specified
I took my car for an mot to come back to 2 of my alloys severely scratched, no apology, and they are now having to lend me a car for a week and send them to be fixed. Plus the
My car needed servicing, they serviced it.
Despite originally having agreed the car would be ready at lunch time when taking the car in I was told this was not possible. The problem was overcome by a different member of the service team
Helpful, informative and articulate
Only problem it was £600 to experience for the oil and filter cars only done 1000 miles So won't buy another service costs are to expensive I paid £100K for the car I reckon the first service should have been inc in the sale considering the price
Over the years we have come to expect a very high level of service from Westerly; on this occasion, sadly, in one respect, namely, the complimentary wash and vac, the service fell far short of our expectation.
Video given of under the car
They do the work that has been explained and if the service shows other problems the service department explain clearly
My car had an MOT, good competitive price and the car was also cleaned.
The car was ready an hour beyond stated time of readiness so no time for wash and vac either
Only an mot but the service was great.
I asked for minor service to be done, told not needed, brakes confusion.
Repair took far too long. Availability of spare part was ridiculous, 9 days to get a shock absorber. Not the first delay with spares EGRV was another issue. Probably will not buy another BMW given the delays in getting my car reparied
No complaints. Work was done efficiently and I was kept informed by the service manager.
Courteous and welcoming Service Reception staff.
As before plus good feedback from service
Excellent service as always
The curtesy car I was given was filthy even after I was told how well I should treat it. When I arrived my car had not been washed or vacuumed as promised.
The sale person top guy, nothing to much trouble.
Arrived stressed because car threatened to stall 5 times on trip to garage but Service Reception were quick to ensure I was ok and give me a drink to help me recover!
service advisor was excellent car was ready on time very good customer service
Polite and friendly staff. Car collected and returned on time with useful video on line.
Good: work was performed swiftly and at short notice Not good: I was originally told that I would have to replace both air springs and potentially the compressor. BMW Warranty then approved only one spring, so why try to persuade me to do lots more?
There was a mix up as the parts had not been ordered but this was resolved well.
Very impressed with the gentleman on the phone who booked all the work in for me. He gave very impressive customer service. Sorry that I cannot remember his name though.
The answer speaks for itself, satisfaction.
My experience with BMW is always a pleasure. As stated nothing is too much trouble. Completely satisfied.
Quick and simple
We could not have asked for better care
Austin was very knowledgable and extremely helpful and made us feel special customers.
James Dixon at Westerly Exeter was superb, professional but friendly and showed much empathy to our disabled son.
James Dixon and Karl Mariner are a credit to BMW - they were brilliant throughout the whole process - everything was straightforward and well-organised.
Very pleasant experience from ordering the vehicle to delivery.
Excellent vehicle - file tank is same size as previous vehicle but range significantly less. this is a mild disappointment
They kept in touch from the day the car was ordered until delivery and handover
Salesman helpful and informative
Because it was very good!!!!
Knowledgeable sales staff. I realise that the sales staff are there to sell cars but Austin Cowell was willing to go the extra step in giving advise and clarification. No high pressure sales talk. Comfortable sales room
Everything done in a timely, friendly and efficient manner.
Just great personal service.
As above it was a good process, just a little disappointed on delivery date and the return of my old vehicle was a little long winded.
Amazed, the whole process was made so easy by Austin. Every part of the buying process was a delight
Visited showroom on a few occasions and James was always very helpful,professional and friendly at all times.
Polite and friendly staff. I felt valued as a customer.