Broadoakashfordbmw

Krystina
4 years ago

I purchased a brand new BMW 520d SE Tourer in July 2015 from this dealership and unfortunately it developed a fault with the air spring rear suspension. Despite three repairs over the first six months starting at about 750 miles up to about 2150 miles (two undertaken at Broad Oak and the middle occasion at the local main dealer that we stopped using many years ago because of their attitude) the suspension compressor subsequently failed whilst I was negotiating a roundabout. I narrowly avoided colliding with a wall as it was akin to a tyre blow out . Although 拢616 compensation was offered by BMW Financial Services, increasing to 拢1232 after the third collapse, the fourth failure was the final straw as I had lost confidence in that car so I flatly refused to accept it back.

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?

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