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We aim to provide a 5 star Customer Experience to every customer. When we exceed your expectation, or if we fail to meet our own high levels of service please do let us know your feedback - please email email@example.com
- Our employees are trained to BMW Standards maintaining the highest levels of quality. - We only use BMW Approved repair methods ensuring a safe repair. - We will always use Genuine BMW Parts and paint. - We will ensure that you are kept informed during the repair process. - Following the repair of your vehicle, the BMW anti corrosion warranty will remain in place. - We will return your car to you washed and vacuumed. - We will issue you with a BMW Approved Certificate of repair which guarantees our quality of workmanship for the lifetime of your ownership of the vehicle.
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They tried so hard to find the problem
Fairfield have made major improvements in the time taken to book in & collect car. Previously I had waited upto 25 minutes to deposit the keys during drop off
Always helpful & knowledgeable staff, happy to go the extra mile.
Car was taken back to have model inscription removed. A member of the service team who lives near to me offered to pick my car up and return to my home address hence saving me travel time between Chelmsford and Leigh-on-Sea.
It has been a poor three years with BMW, I should not have returned and stuck with Jaguar
Good had to wait to long for an appointment with hire car
Car comes back well serviced cleaned inside and out
You collected my car promptly, did the work (an MOT and checks) and returned it clean.
Nothing to complain about
They know how to look after their customers with genuine care and attention.
Works that was booked in wasn't completed
Car is now great and the turnaround time was quick
Excellent service from start to finish. This dealer is not my nearest dealer but the one I prefer to go to (I pass by 2 other dealers to get there!)
BMW Fairfield showed professionalism, diligence and empathy when dealing with me as a customer.
Great service & hospitality
I was a little let down by the service as per the comments above, me and my family are all BMW owners and we've had great service over the years of ownership.
Only a poor mark due to being told the problem may be sorted if I changed a part that clearly was not necessary other times I have had work done I have been very impressed
Efficient and quality service
Hard to book, cant reach people on the phone. Work not completed on time as agreed / promised. No apology for the inconvenience of leaving me with no car AGAIN.....
Due to the problems identified in the detail provided in question 1. These problems, apart from the road test after cleaning, were fed back to the dealership during a courtesy call made to me the day after the vehicle had been in for the work.
Please see above, but to finish the points I was told at 12.30 my car would be ready in about 10 mins, so was disappointed to have to wait until 2.15 for it to be ready. the valet was fine.
Still a few things not able to be finished in time (sunroof jamming and seatbelt untangling).
Fairfield nice reception and service staff and a nice place to be.
Customer service needs to be improved for the size of company bmw is. I would expect the service I received from a garage down the road not a main dealer.
Consistently helpful and efficent, stress free process every time
Good efficient service very nice staff lovely store
Only because of the parking situation
Service costs fit an oil change and micro filter are on the expensive side
Everyone from receptionists to salesman made us feel welcome and valued as a customer
Price I expected to pay via changed in a week. Price quoted on BMW connected App on 15th Nov was £232. This increased to £309 on the 22nd Nov. No real explanation. Was given a small discount but still a 25% increase in a week.
As I was told it would take 45 min and it took 45min so on time is a understatement
Because the service is excellent. The showroom is really nice and inviting not like some where you feel awkward when you are walking round
Fairfield are in my opinion a first class outfit and treat customers properly, there is no reason to use any other BMW dealership.
Apart from an error on the booking date - this was fixed without a fuss - and everything was well managed, kept informed and the video after was helpful.
The person in the service department took completely ownership of the job, and any questions were looked into in full.
car was picked up and returned as indicated
Routine service did not check oil levels and the low level warning light came on during my drive home from the garage. Had to revisit to have it looked at again which was fine, but took time out of my day.
Short 95 of my problems
Car was in for 8 days. Martin kept me in touch with progress. Collection was easy and done by pleasant young lady who escorted me to car and gave it a final look over. whenever I pick up car it's always well cleaned. This time is was gleaming. Tks
I had 2 issues. Replacement tonneau cover for boot promptly ordered when notified, albeit this is second failure! And keys reprogrammed, ok although had expected to be completed in 1 day but had to stay overnight!
The problem we had has been solved.
I had booked my car to be collected and brought back. This was very important to me and this service was appreciated. It felt good to drive afterwards and as if it had been serviced.
Gone beyond expectations
Easy to book a service when I needed it and the employees I came into contact with were pleasant a professional. An all round good experience.
As above problem not fixed.
Winter wheel change & rear brake replacement fine, but centre BMW logo wheel caps significantly damaged. Not noticed in dark when vehicle collected, but very obvious in daylight. Not had time to follow it up !
Smooth easy and informative
Very explanatory and professional
Kept informed at all times
All work done as requested
Great work by technicians but customer service on the hand over very bad.
Quick service and kept informed
Liked personal video explaining areas checked.
All work carried out to highest standards. Everything which I was told would happen did happen and was completed on schedule.
You did what was expected
They kept me informed and kept to time.
because a fault with my car has not been resolved.
I was satisfied because my expectations were fully met. There is nothing I need to complain about.
After a few teething issues, the road test was completed and then we sat down to thrash out a deal. I was impressed with Johns knowledge and his open policy.
Very good customer service and friendly staff.
The video show img the underside of The car was too rushed
Speed as a fault with car sorted in 1.5 hours due to manufacturing defect If stuck would have given another car to use but not required
My car was picked up as promised and I was keep in the loop as what was happening with my service,then returned in good time....washed !
Helpful advice and friendly service
Fast and efficient service.
Fairfield have always been very good whenever I have dropped my vehicles in for a service. They are very welcoming and professional.
Although there was some delay in returning my vehicle Jo the service manager went above and beyond to rectify the issue.
Extremely satisfied from the moment my car was collected to delivery back to my home address, I was kept in the loop as to exactly what was happening to my car. Very pleased, will definitely use Fairfield again.
I'm very happy with the actual work carried out. I'm very unhappy with the in house communication. (I was assistant parts manager here 1984 to 1988 so I understand the general workings)
Straightforward, thorough, clearly explained
Each time I have had my car serviced at BMW, it has been cleaned both inside and out, however, this time it wasn't. After the service, the display screen was also left with the tyre pressure warning light being shown.
Excellent customer service although the one thing I did not get during this visit was a video of the technician showing me around the car during the safety checks which I have had on previous visits to BMW.
Completely satisfied with service given
Car in for warrantee work for the day but ended up having the car for three! With no feedback. I had to call on numerous time to find out when the car would be ready.
Lack of servicing appointments and courtesy cars available.
Problem dealt with immediately
Winter wheel change was swift, efficient and very good value.
Smooth interaction with insurance company, good quality repairs.
It would have been a 5 but when I arrived after being told my car was ready for collection I was presented with my keys , invoice and paperwork. When I went to my vehicle it had not been cleaned and vacuumed as the paperwork stated.
excellent waiting area perfect results on my car
Friendly, efficient customer service. Work carried out as agreed. Car returned having been valeted.
Work completed within reasonable time frame. Nice courtesy car.
Didn't check tyre pressures
Chris was fantastic, everything i asked for was done and the car is perfect now.
The £30 charge to reset the airbag light seemed steep
I'm satisfied with the overall experience. Very polite staff.
I just feel that any concerns are always thoroughly addressed and reported back to the customer ,which then makes any decision much easier to make.
Very easy to drop my car off, very easy to get an appointment. Staff were very friendly and helpful. The reason for a low score is because collecting my car wasn't as easy and I ended up complaining. If they say they will phone back they should.
Again......great customer service
Fifth star missing due to costs
Service and communication excellent from start to finish
Very helpful as every at all stages
Really expensive cost to first service, far more than my previous Merc
As it turned out, my wife's car was not due a service ( a muddle on her part on the dashboard warning!), you nevertheless carried out a visual service and washed the car at no charge. Thank you
I would have given 5 stars if they had been able to deliver my car to my workplace as I was unable to get away from work till after the garage closed. Not their fault, but the inconvenience affected my experience.
I have, in the past, had bad experiences with the servicing dept at Fairfields. However, I have recently had my car there on 2 separate occasions and each time I was dealt with the utmost courtesy.
delivery date was unclear and kept changing. Poor communication from the supply chain.
Steph who sorted our car was very helpful, very professional, knowledgeable and so friendly that you could feel you could ask her and phone her at any time to get an answer.
The guy was so helpful in every way.
We only went in to Fairfield to get some ideas for a new Car but Chris Wilson who we dealt with was so patient with us and took us through lots of different options for our budget. We were kept well updated while waiting for delivery.
everything was on time and explained in a easy to understand way. You were not pushed into anything had time to think and make a your mind up.
No Complaints -Look forward to buying my next BMW in a couple of years??!
very helpful and explained everything to us setting up our bluetooth etc
Would have been a higher score but didn't feel special. My advice is always offer your customers a drink and make it for them. Making my own cup of tea was a bit disappointing. My car was also outside. Should have been inside with a cover on it...
Process easy Kept up to date
Perfect experience from start to end. So much better than either Mercedes or Audi whom we had also been to.
Casey made everything so easy
Amazing staff and service
Hard to fault
No problems at all.
From the moment I arrived to completion of the sale everything ran very smoothly. There was a change of sales executive after I started the process, but the transfer to a new individual was seamless. Everything possible was done to secure the sale.
Stephanie Henderson was very patient and thorough, highly recommend
as above, but in addition the Salesman Casey Lyons was really good
Nobody is perfect
Small defect on dashboard time promptly arranged for item to be replaced
Sales staff was veryhelpful
Sales staff were very professional and helpful. The downside was the BMW Connected Drive app which took 24 hours to install so some features of car couldn't be demonstrated. This was not the fault of dealership - it's something BMW need to sort out
Handover of new car was handled v well