Stuart

Service department is awful

Visited back in October for a service. Received a call to say the Service had been completed and that if I arrived at 5pm, they’d ensure the car is valeted before I collect it. Upon arrival I was advised that they weren’t able to update the idrive with the service details due to their system being down and also they hadn’t been able to valet it. That’s fair enough, these things happen. Service advisor said that it’s not a problem, they can just update it when I bring it back in to have my brake pads changed in February. I then left with the intention of going back again in February. To cut a long story short, I needed brake pads changing sooner and found a cheaper place to go. Figured I best get the idrive updated before getting any further work done, so phoned halliwell Jones and explained the situation and asked whether I needed to book in. Was advised that there’s no need to book in, I can just call in and they can update it there and then. Happy days I thought. Turned up at Halliwell Jones, was greeted by some miserable young chap who seemed like he really didn’t want to be there. Explained the situation, he politely asked me to leave my key with him and take a seat. He comes back a few minutes later and tells me that they can’t update it because it’s more than a month later. Which therefore means that the initial service advisor and the person I spoke to on the phone had both lied to me. I was then advised that I’d need to come back for a 3rd time once they’d wrote off to BMW to have it changed. Bearing in mind it’s a 50 minute round trip every time I need to visit there, I wasn’t best pleased, and told the young chap that it wasn’t acceptable, to which he replied ... “well there’s no need to be funny about it”. Not the response I was expecting. I asked to speak to a manager, He said there wasn’t one. I asked who I could speak to, he said no one and then walked off. I shouted after him that I wanted my key and to speak to someone else. He brought my key back and another member of staff for me to speak to. This other member of staff handled the situation much better, even though my complaint wasn’t dealt with at all. Both myself and partner have BMW’s and neither of us will be going there in future. Think their staff need training on the idrive system (what’s possible etc) and how to deal with customers.