Service manager Patrick took ownership on each of the three occasions the car went to his dealership (whilst the local one had staff who were initially helpful then fought over who wasn't going to speak to us, they never returned calls, didn't keep us informed, allegedly carried out an extended test drive with permission that lasted all of two miles and worse of all they blamed Broad Oak for poor workmanship when their own work failed shortly afterwards too). Whilst BMW Emergency Services initially supplied a rental car, the first repair was delayed by many weeks due to unavailability of parts so Patrick obtained a Customer Experience vehicle for me on long term loan. He also organised this for me after I refused to accept the car back, until my new one arrived last month. He and others there including Kane, Steve and Lance (and probably more) liaised with BMW UK and Financial Services to commission a like for like replacement vehicle. I was kept informed regularly and never felt that I was being a nuisance, although given the problems with my car they must have sometimes thought it! On several occasions Patrick even collected or delivered vehicles to me at home some 30 miles from his dealership. I felt valued.
They have a superb team at Broad Oak Ashford, I cannot fault them and they show their commitment to service in the phrase 'customer service' in everything they do, with true passion. Well done all and my grateful thanks – you will know who I am despite my user name 鈽?