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  1. Elms Cambridge 
    #1
    BMW Crazed
    Car Details
    GrahamE46's Car Details
    Model of Car:
    320Cd M Sport
    Year of Manufacture:
    2005
    Transmission Type:
    Manual
    Car Body Type:
    Coupe
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    I took my 2005 320Cd M Sport to Elms Cambridge on Monday for an Inspection 1 service and MOT, plus a couple of other small items. Overall it was a disaster for the following reasons.

    1. Dealership had not updated my personal details, despite numerous reminders, including when booking.

    2. Not all the jobs requested had been put on the job card.

    3. Lift to town had been organised, but no return journey was planned. We had to 'see if there was a slot available later in the day'.

    4. Given no update on the car's progress. Phoned at 2.30pm but it had not been started, despite being left at 9.00am.

    5. I had to call again at 5.00pm! to check on progress and establish if a lift was available, only to be told car was done and a driver was on his way for us. Just as well no extra work was required, otherwise it would never be done!

    6. New number plates were not put on straight, extra holes were drilled!

    7. Service book was not stamped.

    After this experience, the car will return to Coopers for all its future work.
    Cheers,

    GrahamE46

    2005 BMW 320Cd M Sport
    2008 Audi TT 2.0TFSi Roadster
    2009 Ford Fiesta 1.4 Zetec
     
     

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  3.  
    #2
    BMW Crazed
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    binman's Car Details
    Model of Car:
    330d SE
    Year of Manufacture:
    2003
    Transmission Type:
    Manual
    Car Body Type:
    Saloon
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    Sorry to hear of the poor service, I'd be making a complaint directly to the service manager. Did you take advantage of the special offer they have on for Inspection I and II?

    These problems just seem to be down to lack of attention to detail which is the bit that really makes us feel we have received good service.

    Number plate straightness is a big bugbear of mine, I hope they didn't drill additional holes in any metal pannels! (the boot)

    Sounds like you work in Cambridge? Bensten motors in StIves (BMW Specialist) have a really good reputation and were very efficient when I spoke to them. For my inspection 1 they said I could have a loan car or do it while I waited.

    I've used Elms Cambridge quite a few times now for parts and apart from them never answering the phone (I usually have to leave a message) they have been very good.

    EDIT: Link to Bensten http://www.benstenmotors.co.uk/
     
     

  4. The Following User Says Thank You to binman For This Useful Post:

    GrahamE46 (02-12-2009)

  5.  
    #3
    BMW Crazed
    Car Details
    GrahamE46's Car Details
    Model of Car:
    320Cd M Sport
    Year of Manufacture:
    2005
    Transmission Type:
    Manual
    Car Body Type:
    Coupe
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    Thanks for the advice, but im trying to keep that car in the network for as much as I can.

    I took advantage of the E46 service offer, so at least the fixed pricing was a boon.

    I actually live in Essex, but was visiting Cambridge for a day out and they were the supplying dealer, so thought I would make a return visit.

    Not again though.....though I will visit the city again!!
    Cheers,

    GrahamE46

    2005 BMW 320Cd M Sport
    2008 Audi TT 2.0TFSi Roadster
    2009 Ford Fiesta 1.4 Zetec
     
     

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  7.  
    #4
    Uber Platinum BFuk Member
    Car Details
    redadair's Car Details
    Model of Car:
    530d Sport (E60)
    Year of Manufacture:
    2005
    Transmission Type:
    Auto
    Car Body Type:
    Saloon
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    You know mate, I met similar stupidity and arrogance when I went to the main dealer I bought the car from, Eastern BMW in Edinburgh, for a major service. If you complained, there and then, you would have got a small discount at the desk.

    But, if I were you, I would email / write to both the dealer prinicipal and servicing manager and complain - you never know it may lead to a discount on next service - but will you take it there.... hmmmm..

    Red.
    Last edited by redadair; 02-12-2009 at 17:24. Reason: speeling wtc :)
     
     

  8.  
    #5
    BMW Crazed
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    GrahamE46's Car Details
    Model of Car:
    320Cd M Sport
    Year of Manufacture:
    2005
    Transmission Type:
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    Ive already written to the Dealer Principal, but I dont hold out much hope of a reply.

    Ive even suggested that the sales team help out with the collections and deliveries - it would be a good test drive opportunity for them at their quietest of times - the morning and late afternoon.

    Cheers.
    Cheers,

    GrahamE46

    2005 BMW 320Cd M Sport
    2008 Audi TT 2.0TFSi Roadster
    2009 Ford Fiesta 1.4 Zetec
     
     

  9.  
    #6
    BMW Crazed
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    GrahamE46's Car Details
    Model of Car:
    320Cd M Sport
    Year of Manufacture:
    2005
    Transmission Type:
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    Car Body Type:
    Coupe
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    Well I wrote to the Dealer Principal and was then left a telephone message from the service manager apologising at that he would come back to me after his vacation.

    That was the beginning of December and I have heard nothing since, so the DP has received another letter from me. Still nothing.

    Im going to BMW directly today.
    Cheers,

    GrahamE46

    2005 BMW 320Cd M Sport
    2008 Audi TT 2.0TFSi Roadster
    2009 Ford Fiesta 1.4 Zetec
     
     

  10.  
    #7
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    redadair's Car Details
    Model of Car:
    530d Sport (E60)
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    2005
    Transmission Type:
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    Car Body Type:
    Saloon
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    Good on you mate, and thanks for the updat. Please let us know how you get on. Red.
     
     

  11.  
    #8
    BMW Crazed
    Car Details
    GrahamE46's Car Details
    Model of Car:
    320Cd M Sport
    Year of Manufacture:
    2005
    Transmission Type:
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    Coupe
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    BMW Customer Service were disturbed that my letters have been ignored and said they would ask the Dealer Principal to respond to me directly.

    That was 2 days ago and guess what.....nothing.

    Im not going to let Elms get away with this, so another call will be going into BMW.
    Cheers,

    GrahamE46

    2005 BMW 320Cd M Sport
    2008 Audi TT 2.0TFSi Roadster
    2009 Ford Fiesta 1.4 Zetec
     
     

  12.  
    #9
    BMW Crazed
    Car Details
    kingo's Car Details
    Model of Car:
    330ci m sport
    Year of Manufacture:
    2003
    Transmission Type:
    automatic
    Car Body Type:
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    I know what you mean I used Elms in Bishops stortford for some repair work that they said they would price match a local indy, they advertised all this lift stuff and drop off and collection but when they said they could do my car they could not supply any of it and if I needed that I would have to wait a week to get the work done. I needed the work done asap so booked it in and had a mile walk to the station then a train then a taxi ride home from the station, I had to chase them up after me requesting that they gave me a call at home in good time for me to get back as it would take me an hour, they then charged me full wack for the repair work after agreeing to price match luckily I remembered which service receptionist i had spoken to but had to sit and wait for 20 mins just why the ammended the invoice, not to happy at the time and good job I didnt just hand over my credit card and be billed the full amount.
     
     

  13.  
    #10
    Bimmer Fan
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    kamion's Car Details
    Model of Car:
    335i
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    2010 (59 pre-facelift)
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    DCT
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    Graham, any update on the complaint? Or have you given up?
     
     

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