No waiting, staff very helpful, issues dealt with effectively,
Thank you for your kind comments, hopefully on your next visit we will be able to reach of 5*'s in your opinion. Kindest Regards, Kate Drury Customer Service Leader
Always excellent service
Lovely to hear! Thank you. Hopefully on your next visit we will be able to achieve our goal of 5*'s in your opinion. Kindest Regards, Kate Drury Customer Service Leader
Everything completed on time, all work carried out to high standard
Thank you for your kind comments, the team are very appreciative and hope to see you again soon. Kindest Regards, Kate Drury Customer Service Leader
Very Helpful
Can't get much better than that - thank you! Kindest Regards, Kate Drury Customer Service Leader
All aspects of the service are excellent in centre, though I would like it better if the centre had a telephone number that got through direct to Stratstone Tynesdie and not to a central Stratstone call centre.
Thank you for your feedback, we do appreciate your kind comments about the team here on site. I am sorry that you don't feel our regional contact centre to be of benefit when booking in, we have this to streamline the process and hopefully when you next need to contact us you will see the benefits of this.
Kindest Regards, Kate Drury Customer Service Leader
See above answers. Wash and vac very poor. Windscreen water bottle needed cleaning not covered by said service costing £160 for a very simple job.
Thank you for your feedback, hopefully since our telephone conversation we have since been able to resolve this fully for you. Hopefully see you again soon. Kindest Regards, Kate Drury Customer Service Leader
Pick up and drop off service.
Thank you for your kind words, I am glad the team were on hand to ensure that you could still get the works carried out on your vehicle despite having broken your leg. We wish you a speedy recovery. Kindest Regards, Kate Drury Customer Service Leader
Picked car up from work and returned after mot carried out within 4hours.
Thank you for your 5* feedback, it is great to see you were able to take advantage of our collect and deliver service and found it to be of benefit to yourself. Kindest Regards, Kate Drury Customer Service Leader
Friendly engineers were clear and explained wvwrything
Great to hear, thank you. The team will be glad that they were able to help explain the works carried out fully for you. Kindest Regards, Kate Drury Customer Service Leader
Service carried out within stated time and car cleaned before return
Thank you for your kind feedback, it is great to see that all works were carried out efficiently and effectively for you. Kindest Regards, Kate Drury Customer Service Leader
Customer service is really really bad. BMW has to investigate this garage as they just lost 4 customers because of this issue. Going in 10th time for the same issue since May. Booked in twice with a courtesy car but no cars available.
Thank you for your further feedback, again I can only apologise that you have had a negative experience and I do hope you can understand that this is not the impression we would like our customers to have of us, we do appreciate every customer and as a team working together to resolve the ongoing issue you are facing. Kindest Regards, Kate Drury Customer Service Leader
i Was booked in by Darren and everything was done to a high standard. Well done.
Thank you for your wonderful feedback, in particular about Darren from our service team. He will be delighted he made such a positive impression on your experience. Kindest Regards, Kate Drury Customer Service Leader
Darren, in the Service Department was excellent. Friendly, professional and carried out the work quickly, timely and efficiently
Thank you for your kind words, in particular about Darren from our service team. It is great to see that he was able to help whilst your car was in with the service team. Kindest Regards, Kate Drury Customer Service Leader
Well organised with friendly staff
Lovely to hear! Thank you for your kind feedback. Kindest Regards, Kate Drury Customer Service Leader
Date booked convenient for me, made welcome when arriving, attentive service and kept well informed about my cars progress
Thank you, I am glad that the team were on hand and all works carried out efficiently whilst you had your car booked in with the service team. Hope to see you again soon. Kindest Regards, Kate Drury Customer Service Leader
Car hadn't been washed when I came to collect it. But the young man on the service desk took it away and had it cleaned straightaway. So impressed with him, sorted this immediately, especially as it was his first week.
Thank you for your feedback, I hope you can again accept our apologies that your vehicle hadn't received it's complimentary wash and vac prior to you coming to collect. I am delighted however that Tom was on hand to help and ensure that you received the service you deserve. Kindest Regards, Kate Drury Customer Service Leader
Fitted in my request for work at very short notice.
Great to hear! Thank you for your kind feedback. Kindest Regards, Kate Drury Customer Service Leader
see above . They were ablt to give me the package i required
Thank you for your lovely 5* survey and comments, I am glad all your needs were met when you had your vehicle in with our service department. Kindest Regards, Kate Drury Customer Service Leader
I would have give 5 stars but the car wasn't cleaned to the normal standard
Thank you for your feedback, my apologies again that the condition of the wash and vac included in your service was not how you would expect. I do hope you will take me up on the offer of a complimentary full valet to further apologise. Kindest Regards, Kate Drury Customer Service Leader
Never easy to find parking space. Service staff seemed unfamiliar with what to do.
Thank you for your feedback, I am sorry that the team were not on hand to help as they have previously. Hopefully we have since been able to restore your faith in us since our telephone conversations. Kindest Regards, Kate Drury Customer Service Leader
Didn't get a response for a week from the servicing team, even though I rang everyday and was promised a call back. Took 5 calls on 5 serpate days to get a response from service manager (which I had to argue to get through to).
Thank you for your valuable feedback, I can only apologise that your service experience did not live up to the standard you would come to expect when visiting us. Hopefully we have since been able to resolve this for you and been able to restore your faith in us and the team. Kindest Regards, Kate Drury Customer Service Leader
The staff on reception & service are always very courteous, & Darren in particular, always goes the extra mile to ensure a smooth & easy service.
Thank you for your feedback. I am delighted the team were on hand to ensure that you received the best possible service whilst your car was in for service. Kindest Regards, Kate Drury Customer Service Leader
Fantastic service, was a return visit for a full clean of my car, 95% was perfect but a large patch of mud was missed on the front passenger side door, nothing major to fault though.
Thank you for your feedback, I am sorry that the condition of the valet was not to the standard you would come to expect. Hopefully we will be able to show you on your next visit that this wasn't a normal representation of our standards of service.
Because any questions or help i needed i got
That is lovely to hear, I am delighted the team were on hand. Kindest Regards, Kate Drury Customer Service Leader
As above. Difficulty contacting the branch for updates. Not getting the bare minimum customer service I would expect
Thank you for your honest comments and feedback, again I can only apologise that you felt this way and that you felt the service received was not up to the standard you would originally come to expect when visiting us. Hopefully we have since been able to restore your faith in us and moving forward I can assure you will see that this is not a normal representation of our standards of service. Kindest Regards, Kate Drury Customer Service Leader
Friendly and professional service was given by Darren thank you
Thank you for your kind feedback in particular about Darren from our service team, it is very much appreciated. Kindest Regards, Kate Drury Customer Service Leader
very good customer service
Thank you! That's really great to hear and the team will appreciate that their hard work and efforts have been recognised. Kindest Regards, Kate Drury Customer Service Leader
Still not 100%sure the problem has been fixed
Thank you for getting back in touch with us, as discussed with the team when you collected the car, please do contact us directly if you feel you still have an outstanding issue on your vehicle and we will be happy to look into it further for you. Kindest Regards, Kate Drury Customer Service Leader
Service was fine.
Thank you for your comments, I do hope that on a future visit we will be able to reach our goal of five star customer service in your opinion. Kindest Regards, Kate Drury Customer Service Leader
Darren
Thanks for your 5* score. Kindest Regards, Kate Drury Customer Service Leader
No complaints. Staff pleasant and helpful
You can't ask for much more than that. Thank you. Kindest Regards, Kate Drury Customer Service Leader
Everything went smoothly
Great news! Thank you for your feedback. Kindest Regards, Kate Drury Customer Service Leader
Very easy process.
Great to hear, I am delighted the process was easy and the team were on hand to ensure this. Kindest Regards, Kate Drury Customer Service Leader
Since the original careless mistake made by mechanic - i made an official complaint on 20 December to which Ive had no response or acknowledgment!
Thank you for you feedback, I am sorry you feel we haven't taken your complaint with the utmost importance. I can assure you we have, we have also been in touch with you on several occasions to come up with a quantifiable resolution to hopefully move forward and begin to repair our relationship. Kindest Regards, Kate Drury Customer Service Leader
Once again the staff could not have been more helpful.
That is lovely to hear, thank you. I am glad the team really do ensure that you have the five star experience you would come to expect when visiting us here at Stratstone Tyneside. Kindest Regards, Kate Drury Customer Service Leader
As above service from front desk good and master tech brilliant
Great to hear, thank you. I am glad Wayne was on hand to help with the technical explanation and made such a positive impact on your experience. Kindest Regards, Kate Drury Customer Service Leader
first service exhorbitantly expensive for an oil change and oil and micro filter, suppose that's how the "complimentary" check is paid for, although i dont recall receiving a print out for same
Thank you for your honest feedback, I am sorry you feel the pricing that we have here is not what you would have expected. All of our prices are inline with the manufacturer and local area. I will ensure that any outstanding paperwork is sent over to you and explained fully, my apologies that this was not done so at the time of your booking. Kindest Regards, Kate Drury Customer Service Leader
Because a routine visit was straightforward
Thank you for your feedback, I do hope on your next visit we will be able to achieve our goal of five star service in your opinion. Kindest Regards, Kate Drury Customer Service Leader
I thought the service I received was excellent
Thank you! I am delighted that the team were on hand to offer you the five star service that we are renowned for here. We look forward to seeing you again soon. Kindest Regards, Kate Drury Customer Service Leader
we went to Stratstone BMW at Silverlink and were served by Steve Boldon...there was no mucking about he knew exactly what we wanted, made sure we got it and everything was very smooth and prefessional.
Thank you for your kind comments, I am really glad that Steve was able to help throughout the process and really did make it such a positive experience for you. Kindest Regards, Kate Drury Customer Service Leader
I can't fault the overall service.
Thank you for your kind words, I am delighted the team were on hand to offer the fantastic 5* service that we are renowned for here at Stratstone Tyneside. Kindest Regards, Kate Drury Customer Service Leader
Staff was fantastic, Andrew head of sales is a top man
Thank you for your lovely feedback, I am delighted that Andy was on had to help throughout the process and made such a positive impact on your experience. Kindest Regards, Kate Drury Customer Service Leader
all good .
Can't get much better than that! Thank you! Kindest Regards, Kate Drury Customer Service Leader
Second car I've bought from Damian, great personal service, kept me updated throughout the process and good after sales follow ups also.
Thank you for your lovely feedback, I am delighted Damian was able to help and keep you updated prior to you coming to collect your car and being on hand post sale too. We look forward to seeing you again soon. Kindest Regards, Kate Drury Customer Service Leader
Waited 4 hours for car then only one key also was told the day after the finance was not complete and had to hand car back
Thank you for your feedback, I am truly sorry that you felt you faced a poor experience with us. Both myself and Andy, our Head of Sales had been in communication with you throughout the day to keep you up to date and apologise. I am sorry that you didn't think we did our utmost to help with the situation and hope to speak to you further in regards to this. Kindest Regards, Kate Drury Customer Service Leader
Car wasn't checked properly. 1.5 litres of Adblue missing from tank. ConnectedDrive features explained as available in vehicle when they weren't. Log book not returned to DVLA on time causing lost money. Finance not settled on time causing issues
Thank you for giving us your honest feedback, I am truly sorry again that you didn't feel you had a positive experience throughout the process and do hope we have now begun to resolve anything outstanding for you. Kindest Regards, Kate Drury Customer Service Leader
Due to the professional training of your staff you always felt at ease with no added pressure to buy.
Thank you, we really do appreciate your kind comments. Look forward to seeing you again soon. Kindest Regards, Kate Drury Customer Service Leader
Principally through contact with your outstanding customer facing manager Damian Maugham. He is an absolute asset to Stratstone.
Thank you for your wonderful feedback, I am delighted Damian in particular was on hand to ensure you had the best experience possible. He will be delighted that he made such a positive impact. Kindest Regards, Kate Drury Customer Service Leader
Purchase was ok, had to chase for an update, car was delayed by a week but the manager resolved this thank you, Expected more at handover, not just here is your car, thought there would be a hand over bay ect not just parked on the lot in the dark
Thank you for your feedback, I am truly sorry that the handover experience was not up to the standard that you would come to expect when visiting us and hope that this hasn't taken the shine from collecting the ultimate driving machine. Kindest Regards, Kate Drury Customer Service Leader
Good service
You can't ask for much more, thank you. Kindest Regards, Kate Drury Customer Service Leader
Buying the car was great Gary and Andy were a real good help, picking up the car not so much, car had wrong license plate on when picking it up so handover process took close to two hours, not great experience for myself
Thank you for your feedback, again I am truly sorry that you faced a delay on handover and it wasn't the experience you would have come to expect. I do hope since our conversations we have since been able to restore your faith in us here at Tyneside and you can see that this has not been a normal representation of our standards of service. Kindest Regards, Kate Drury Customer Service Leader
Damian Maughan made us fell welcome and his professionalism should be noted.
Thank you for your feedback, it is great to see that Damian made such a positive impact on your experience and I am sure that he will be delighted to hear this. Kindest Regards, Kate Drury Customer Service Leader
Great communication
Great to hear, thank you! Look forward to seeing you again soon. Kindest Regards, Kate Drury Customer Service Leader
As I would expect from BMW
Great to hear, I am glad you were happy with your experience, hopefully on your next visit we will be able to reach our goal of 5*s for the customer service offered. Kindest Regards, Kate Drury Customer Service Leader
Damien was extremely helpful and I would recommend to others without hesitation
Wow! What lovely feedback, thank you ever so much. Kindest Regards, Kate Drury Customer Service Leader
Great service and support from Damian Maughan at Stratstone BMW Tyneside.
Thank you for your kind words and comments about Damian, it is great to here he was part of your experience. Kindest Regards, Kate Drury Customer Service Leader
efficient and always informed.
Great to hear the team kept you up to date throughout the process so you could look forward to driving the Ultimate Driving Machine! Kindest Regards, Kate Drury Customer Service Leader
Stratstone
Tyneside
