As described above. Massive inconvenience having to drop off vehicles and arrange loan cars, we are based a 30 minute drive away and this is a family car.
I booked the car service with 1.5 hour waiting time but actually it took longer (more than 2 hours for the first service of the car). Fairfield Garage offered a free car wash at the beginning of the service but they forgot to do it.
Good service but over complicated for a simple replacement part that I could have simply taken away.
When i called and raised my concern and impact of the above (wife's birthday - delayed going out) the service manager agreed to pay for afternoon tea. I submitted the receipt to BMW Fairfield in person but no response. Chased a week later...
MOT quality service from senior mechanic Ivan Baker
It could be a little better. The car was fixed so no complaints there. But the overall customer experience i expected better. I was told they would need the car for 2 days which in reality was 4 but this i think was only because I chased it.
Good service, necessary work undertaken but admin fail to communicate very well.
Everything was done and car clean and tidy
The car was collected and returned promptly and the service carried out as requested.
No problems and nice coffee!
No issues plus appreciate pick up and drop off service.
Twice they have had the car and faults still persist and also had faults with the courtesy vehicle
See above. Your customer service staff need to follow through.
A very welcome and friendly environment to be in.
Still waiting for quotes for body shop work. Valet not great inside (boot dirty and dust on dash) but clean outside. Had excellent customer service in dealership.
Easy booking. Very helpful Parts Dept. Offer to fit new registration plate FOC. Service and campaign fix done efficiently. Only adverse aspect was cleanliness of vehicle (worse than on arrival)/was it poorly valeted??
Good apart from oily finger marks on white leather interior
The staff were friendly and my wait was very comfortable.
Never had any problem always got very good service
It all felt a little unpersonalised in comparison to previous visits to the garage.
Things asked for plus others all done in a timely fashion
Service completed on time and car cleaned both inside and out is very pleasing.
Our problem was resolved with minimal fuss to us. Good communication throughout. Thanks to the whole team: Kirsty and then Brian in service and to Greg for his impressive duty of care to us over 12 months since he sold us our car.
that's a fair score. Improvements can always be made.
Very satisfyd with the service
Issues I was aware of were noted in the health check report but there was no discussion of repair or investigation,
Done all that was asked without any stupid comments or argumentation
Personnel were great but the problem I brought it in with persists, still putting cardboard under car because of drips of oil. Also, long waits for appointments.
Everybody always very helpful & friendly, kept up to date with work & costs & reasonable charges raised. No usual service video from technician this time. Car collected/returned promptly and clean. A few weeks delay for a date for collection service.
Everything I asked to be checked was
Your staff are helpful, attentive and knowledgeable of your products.
Excellent service from start to finish
The staff member who was supposed to deal with me was somewhat lacking in customer care and my car was delivered back a day late.
All are very nice at my local excellent BMW garage. Especially Paul Dumenil, Adrian Rogers and Peter Dodson.
My regular service requests are just dealt with no problems at all
Service cost was as quoted, we waited while it was done within the time frame that we had been previously advised. While in the show room the staff were friendly and a member of the sales team took the opportunity to engage in low pressure discussion
Great service but expensive. Car not washed as advertised. Courtesy car very dirty.
I liked the new self service key drop off kiosk. My vehicle was ready on time, all required servicing carried out and was nice and clean
Fair amount of waiting to pick up car.
Very satisfied. I like the video clip that gets sent by the technician, and the customer service is very good. I am however waiting for a call on a price for a chip repair still.
No subsequent issues. Service was carried out under the BMW service package so no fees to pay!
The service was good however the problem has not been completed yet.
I got the impression the dealership was very busy so standards had dropped a little
The customer service received from Tilly was excellent. She took my initial call and as it was late said she would sort everything out and let me know the next day. Tilly phoned me promptly the next day as promised and had organised everything.
Done all I asked for and a nice clean car when collected
Every member of staff so helpful.
Greeted personally by the service team. My vehicle was repaired very quickly in my while you wait appointment and it was returned immaculate.
Prompt and efficient service for my MOT
My customer service person who dealt with me was helpful, informed me of oil leaks and that tire my tires needed changing etc. Which I did, a courtesy car was provided also, but my car wasn't cleaned upon pick up which was disappointing.
comfortable area whilst waiting
Pre service day we rang to speak to service dept on two occasions and both times we were told service dept were busy and would ring back. There was not any return call made by service.
Very satisfied with everything.
Left the car all day. Did not receive replies to my phone calls, inquiring if car was ready. Car was scratched, so had to drive to body shop to get a quote to repair. My beautiful pride and joy 435d X-drive is now tainted by this sad experience.
On this visit my car was booked for standard MOT. Fairfield also cleaned the car and returned it home to me at no additional charge.
Wheel balancing hasn't resolved vibration at 70
Notwithstanding the point above all was good.
Courtesy car provided and was better than originally expected which is a nice surprise. Also a good way to experience other vehicles in the range and more likely to make me stay with you as a customer in the future.
Staff great, very nice, I came in at 10am for a MOT and told on the phone no booking time, wasnt told how long it could be,sat in the showroom ALL DAY, left at 3-4 to be told I could of gone somewhere and would of rang when ready so wasted day for me
car went in on time and came out on time lovely and clean. and the free coffees go down well too.
Matter was dealt with. With no issues
The staff at Fairfield BMW go above and beyond to make you comfortable while you wait.
Competent efficient and polite staff
The Service Department listened to my comments about the problem and kept me updated.
They are always efficient polite and I like there coffee!!
Not transparent with costs.
Did service within 90 mins and charged what I was aware of
I requested a quotation from 2 different service personnel to supply and fit a dash cam and BMW foot lights - over a week on and still nothing and my guess is I will never get the quote unless I chase it.
Always offer a reliable service and great customer service
Received a call to say rear brake pads needed changing, queried how the rears could be worn and yet fronts were ok - was told they had been checked and were fine until next service. Subsequently found these also very worn
My car went in for a MOT there was no problems and the car came back looking like new.
All ways letting you know what's happening with your car and trying to get the best for you
Brian was very good at explaining the service and following it up. Provided good advice too.
I cancelled by booking, I was not happy at the time I had to wait for an appointment and made alternative arrangements
Friendly staff who explained exactly what was to be done. Treated you with respect making you feel welcome.
Only thing was I asked who collect the car about looking at something and nothing was done or mentioned
Friendly, reliable & efficent - transparent throughout the whole process - staff went above and beyond to make the process as easy as possible for me
You offer a fast track service for vehicles which means I don't need to take a whole day off work or borrow one of your loan vehicles. I was there and back within 2 hours or so. Very happy. Allowed me to get so much done at home etc.
As above, my minor issue was solved without issue.
The gentleman who dealt with me was polite and understanding and really knew his stuff
I purposely picked a specific day so that I could receive a courtesy car whilst BMW resolved the recall issue, however upon arrival there was no pre booked car and after 20 minutes waiting around making me late for work i was told I wouldn't get one
Service experience led to no issues. All went smoothly.
All customer needs met and exceeded . From car park to reception to service , customer journey is always for me delivered by all .
The service manager did his very best to sort out my ongoing problems, hampered by the dreadful BMW build quality
My car was delivered in a clean way and I highly appreciated the call back on this car which was at management discretion
Very satisfied with the help and assistance i have received from Casey Lyons During the purchase of my car although the 3 1/2 months wait to take delivery Was longer than i would have liked.
We have covered this information in question 1. We were very satisfied in every respect.
Perfect service from everyone.
Fairfield were positive and constructive in every aspect of the purchase. This was especially so in helping me adopt and adapt to Connected Drive.
This was not an ordered car, but one from stock, so I did not get exactly what I needed and there were no concessions or compensation for this.
As above kept waiting at times, some minor issues car slight scratches on delivery and some wrapping still in place
Great people in the new car sales that keep me coming back
Excellent support and help from Jay at Fairfield BMW.
I was kept informed about the progress of my vehicle from start to finish.
Excellent service from the salesman and the attention to detail and friendly attitude from all at Fairfield
Mr Casey Lyons is an excellent sales executive. He is knowledgeable, warm and friendly, again any questions were dealt with immediately.
As mentioned in question 1 I need to sort out a problem from the purchase/order of my car that I got through the Motability Scheme, I requested 3 addition to upgrade the spec of the car but on driving home I noticed I only had 2 of the 3 extras.
Fairfield
Leigh-on-sea
