Tiz G

Service Department

This isn’t the first time I have used the Leicester Sytner garage but it will be the last. I have a BMW X3M and it was coming out of its 3 year warranty and it needed an MOT that coincided with the warranty expiration. Sytner Leicester contacted me and asked do I want an end of warranty check (EOWC) FOC and at the same time an MOT £54.85. Booked it all in 8th August 9.30am drop off, leave the vehicle. I dropped the vehicle off at 8am for my convenience duly greeted and told “we will call when the vehicle is ready” “you’ve requested a complimentary wash also” yes but don’t let that stop the vehicle from being completed and returned to me asap. At 2pm and the app they give you to monitor progress hasn’t moved from car delivered so as yet no work in progress. Rang Sytner to enquire about progress and they couldn’t get the advisor dealing with it, so said they would get him to call. I won’t name him as an individual because it’s the service department as a whole that must take responsibility, although the advisor didn’t call after another couple of attempts by me to get an update on my vehicle status. After telling the receptionist I was on my way to collect my car ready or not somehow the advisor was now available and returned my call. He told me it wasn’t ready this was by now 4pm and that it would be ready at 5pm. He told me they had to have maintenance on the MOT Ramps so it delayed things. I said not good enough its an excuse, he then said that they prioritise the failures and those likely to fail go first. My car on its first MOT was likely to be OK, so it goes last I said! I said I’m collecting my car ready or not. I asked if anything had been done at all he said no and offered a discount on the MOT if I kept my car there. I have a BMW app on my phone that shows movement and last the last time the car was locked which was 10.06am probably in the way of other cars. On collecting my car no work had been done other than it had been washed, so the soldier doing the washes needs a pat on the back whilst the service dept needs some serious attention. Will I go back, no, moral of the story, demand a time you car will be ready, don’t let them treat it as a hospital job, get your service advisors direct number, don’t be fobbed off, these places are not cheap.