As I have already stated, Ann Harry was the tops

I thought the waiting time was a little long, I waited nearly 2 hours !!

Nobody on reception when we arrived, left waiting until Ann called someone. Directed to Dan who stayed on the phone while we stood there for 10 minutes. This is not what we are used to at Sytner. Again when collecting car Dan was too busy 4 us. Bad

Very personable. Alison made sure I was completely satisfied before leaving.

When I arrived to pick up my car, I found the staff very tardy in dealing with me, and nobody seemed to know anything! The staff seemed to be more preoccupied dealing with an event being held at the dealership!

My car then broke down within 12 hours. I was 200 metres from the garage and the service manager refused to send anyone. A staff member arranged someone to look at the car and said it was a faulty starter motor. RAC repaired it on the spot - a wire

Service on the day was good, just completely let down by Calum running up to it, I had to make call after call to get this resolved and no one ever called me back.

Friendly staff that kept me informed

Had 2 free recalls done, car was returned immaculate and a video walk round supplied and highlighted some problems! Great service!

Booked a 90 minute block appointment, had to wait around 150 minutes for work to be completed.

Excellent service.

Ive no idea whether the underlying issue of no service being available over bak holiday weekend is a Sytner or BMW issue!Therefore its not possible to fully evaluate this point but from a customer service angle its hugely disappointing!!!

Shocking service. Waited around for over 2 hours for some Add Blue to be put into the car after being told it was a 10 minute job. Far too many staff fussing around getting coffees and newspapers all saying they were rushed off their feet.

Asked for car ready early afternoon and it was

Alison is doing her best to help but it appears that once it goes into the work shop no one cares

Hassle free. Taxi arranged to take us into Cardiff to do a bit of shopping while service being done A+++

Friendly welcome and send off by staff and obvious knowledge

Always great service at Sytner cardiff. There was an error with the system and even though I had booked my car in online it wasn't on the days schedule. Anne sorted it quickly and got my car into the workshop with no issues at all.

Car was ready within timescale agreed Immaculate and service items explained to me I was contacted by my service advisor with the price prior to collecting my car

After 3 visits the problem still exists

Friendly knowledgeable staff!

Excellent customer service. Met all my needs.

I have always had the car serviced by the dealership. I know a lot of people will not do this because of cost and that is their choice. Having a full BMW service record makes the resale more attractive.

thorough service if a little lengthy in terms of time waiting this particular time.

The girls on service desks were fantastic when my car came in even had it cleaned. That's so nice going the extra mile.

Easy to book, good facilities at Sytner to relax and get on with some work. Overall very impressed.

The individual service personnel are excellent, so no issues. However I feel the booking system is very process driven and impersonal and I feel like a number not an individual. On this occasion I was kept 20 minutes after my appt time to hand in key

Took a couple of calls to get service plan sorted

As above, but a shout out to Preston who is an excellent tech. My only minor gripes on prior occasions was that the service records weren't updated. Preston's "housekeeping" was spot on.

Very happy with the service .quick and efficient. Keep informed of everything

No updates had my car for 2 weeks despite me sending emails

Frustrating experience with my service as for the second time running I've had to bring it back for a computer reset. It is unfortunate as prior to that I had been impressed with the service department as I regularly had 2 cars going through there.

Received a comprehensive video report.

My follow up appointment was cancelled les than 24 hours before due, had made arrangements to work around it that day.

Made to wait by unresponsive staff. Poor experience.

I have had BMW cars for 30 years and have 2 at the moment. Will never get any cars from you again and I am telling all my friends how bad you are.

All aspects were very well handled and I was very satisfied with the experience.

Alison Williams in the Service Department has demonstrated a level of service over and above her role and is a first class ambassador for both Sytner and the BMW brand.

Prompt timing and clear information.

Not quite up to the mark

Customer service were brilliant. The service report concerned me. The complimentary clean and hoover was pointless. There were dirt marks inside the car and 3 scratch marks left across the bonnet as if someone has dragged something over i

Allison was excellent. I was unaware that the procedure was scheduled to take all day and, as i had a GP appointment that afternoon, this was an issue. Allison went above and beyond to ensure my car ready for me in plenty of time for my appointment

See above

Although some of the work that my car went in for was carried out, the Drive Train Fault Warning was not fixed and I was told that no trace could be found of this (despite showing a picture that I had taken). The car has had to be re-booked.

The staff I dealt with were excellent but it was obviously too busy for the the number of staff. I don't understand why the process of having an MOT takes 8hrs or why having been told the car had passed it was another 2hrs before it was available.

As response to Q1.

See above.

Service and mot were done earlier than expected and the car had been valeted.

Difficulty in parking & narrow bays , but this is a common situation and not unique too BMW dealers.

Service reception staff were pretty good although I did have to chase for updates. I am very disappointed in the work of the mechanics as parts were broken while fixing the coolant leak and the electric window motor wasn't even tested

Minimal delay at drop off & collection plus friendly service

Had to use call centre 1st. This has never worked. Finally I managed to call the garage directly & then they could sort out what I needed to be done. I have never had a successful outcome when using the call centre. I always have to deal directly.

Car dropped off at 8am, I was informed it should be ready by 4pm so I can collect my child,12:30 I emailed for an update to have a call at 14:08 to say my car would run into the next day, checked the tracker and it hadn't moved all day - and off site

My 3rd time at Sytner, Cardiff. Always feel welcomed and looked after. I am new to BMW having had a new one for just 3 years. The inclusive experience for servicing and customer experience is rewarding

Slow service

BMW managed to resolve the issues and found us a hire car at very short notice.

Not sure how often Electronic Hand Brake Buttons malfunction or how many variants there are, but one would have hoped such a part might have been in stock. As it was not in stock, I cant give full marks.

The bill made no sense to me when I took time to read it the next day. I therefore went back into the branch and talked to Danielle, asking for an outline of the meaning of the several DUPLICATED entries. I really didn't get one and she was closing d

Asked for car to be ready by 3pm but had to wait until 5pm, 7 hours after bringing car in. This is the second time this has happened

Was happy with my service but they could have told me a bit more about the issue

Pleasant polite staff. Flexible times to bring car in.

For reasons in 2 generally very satisfied, but it was a very rainy day and my wife and I got very wet walking the short distance to, and especially back from, the city. A courtesy lift into the city centre would have been welcome.

I thought-that £135 for an indicator light in wing mirror was excessive. Other that that, happy with the service

I was not kept abreast of ongoing delays and costs unless I made my own inquiries.

Booking time was brought forward at short notice which was really appreciated.

Friendly Cheerful and Efficent Staff

Everything done efficiently

Pooer level of service given by tech staff and service management not doing the right thing not going that little bit extra but in fact not helping over charging and a level of unbelievable arrogance

Exceeded my expectations .

The service and flexibility from early contact to post service is first class.

The service was carried out promptly & Mrs Harry was most polite and informative. I was impressed with the video carried out by the service technician.

They serviced the car as arranged and completed the service on schedule. They gave me a report and rang me the next day to make sure everything was OK.

Apart from the challenge to even get a service. The in car service manual has not been updated and now states that the first service is overdue. This is the second service fail and one of my co directors has opted for a Mercedes in light this.

Brilliant!!!

Was told to bring car in at 8am, an Engineer only looked at the car around 1-2pm

Efficient and professional they were also friendly and helpful

Long wait to collect car despite arriving at correct time, not all work requested carried out or even quoted for, car was not cleaned, and wasn't informed that a tyre needed replacing until collection.

Whilst the service was generally good the level of communication was less so. We were not really informed of the length of time the works would take to complete had you done so we may have made alternative arrangements.

The staff at Sytner Cardiff were very polite and helpful when I dropped the car off for its first oil service and the car was ready to be collected later that day after a call to let me know it was ready. The car had a courtesy wash and vacuum.

Efficient friendly service

User friendly booking system; friendly staff; giving a replacement car while my car was recalled; clear and precise reporting video clip and the car returned after washing.

First appointment for "birthday" check was abandoned as there was no courtesy car available when my car needed to be kept at dealership for 24 hours to fix faulty iDrive system. The issue was resolved however with some inconvenience to me.

Very pleased with the valet and pleased the car passed the MOT. Disappointed that the service indicator information had not been reset which required a return visit to Sytner.

Down to the excellent service of Ann Harry. As above , plus can I also mention how when another issue arose I was taken personally by Ann to see car and quality taxi arranged for home free of charge.

After some initial confusion over the repair to my car, the repair was carried out expeditiously. All thanks to Sophie Gibbson , the service adviser.

I was given an initial appointment of 5pm only to be told when I arrived at the garage that my service had been cancelled and I needed to re-arrange.

Timing of leaving car and final collection went smoothly and much appreciated car wash before collection.

Everything went to plan apart from a minor mix up at the booking stage concerning a courtesy car

Ann is excellent as a service advisor and I am very happy with her service and the work carried out too.

Waited 6 hours for an MOT

on my MOT, I also booked for an update of the satnav software before the warranty run out on 31st March. They refused to do this as they said the update should have been done before the end of Jan. When I bought the car I was told end of Warranty

Very efficient.

Calls weren't returned and messages left weren't passed on Inwas told.

you are always treated as a valued customer.

It's a personalised experience from start to finish.The initial phone call to suggest a free check on the car-the reminder phone call-the prompt call to meet Ann the service adviser.The video & commentary as the car was checked & clean car to finish

I booked my car in for an end of warranty service and MOT but only the MOT was completed. It was too early for the eow service, I would've preferred to have been told this up front so both could be rescheduled

My end of warranty check did not pick up corrosion on my alloy wheels.

Very professional.

Pricey but reliable.

Everyone very helpful and car was serviced promptly and on time

Because the day went smoothly and job was finished when I needed it.

Very busy there but otherwise great. site is too small and I know they are moving

not happy did not fill in paper work cut me off on phone simon mullins did not phone me back

Kept waiting and not happy about the MOT situation as stated above.

I had to ring three times to get an update on the condition of my vehicle. On two occasions i was promised a call back but none was forthcoming.

I've always been completely satisfied when my service request is dealt by Ann.

Tyre technician Karl provided much more help than I was expecting.

Very efficient start to finish - good customer service.

Still waiting for a phone call

My car is still suffering with the same faults as when I brought it in.

I have today submitted a letter of compliant to BMW Customer Service on this matter

poor telephone manner, no sense of urgency, inefficient service desk

as above!

My car was expected to be returned between 4 and 5. I attended the dealership and made myself known at about 5.10. I did not receive any acknowledgement or update either personally or by text prior to my car being returned a significant time later.

Had to wait to collect

Booked in car for a MOT at 11.30. Originally advised I could wait. Went to Cardiff for coffee. Whilst there phoned and advised they had no technicians to do it and could I leave the car overnight. Got car back 3 days later

I made a complaint that took several months and many many phone calls and emails to sort out

Spot on all the way through

The customer service representative at Cardiff was courteous and efficient but it did take two days to resolve the issue which resulted in our having to make an additional 90 mile round trip to collect our vehicle.

As above: Robin and colleagues went out of their way to help my son, who is at uni in Cardiff. Very prompt and efficient in liaising with him and me. Warranty repair carried out, car returned to son, and missing tow hook cover replaced. Excellent!

All went smoothly

Quoted a price for service in phone at booking. Price increased significantly at check-in without explanation. Staff at dealership had little knowledge. Car returned dirtier than when I arrived. Took 40 mins forcstaff to even find my car on pick up.

Brilliant from start to finish.

very well pleased with the out come of the service at sytner cardiff

Good service

We were told the "Re call" would take 5 hours plus normal service 90minutes.. How was it done in 2 hours?

my car was left there for a week then it was taken off site for parking as i was on holiday when i collected it that day it was raining the next day it was dry and i noticed a huge deep scratch above the front wheel arch .

Was going to Bath for the service as much cheaper. Had it booked in but had to cancel. Confusion over some extra visual checks i wanted done. Thought they would be on the video but no. Engine cover was loose. 2 of the 4 push fit clip things loose.

Everything was completed to time. Car returned washed and hoovered.

Very good customer service received.

Great service from the time I first walked into the show room as a speculative buyer to sting out in my new car

Mark came up with a great deal from the start, got the car ordered and delivered in about 5 weeks.

Sales staff,reception staff, helpful,eager to help,nothing too much trouble. As stated previously Imram Ahmed is superb! Really friendly,not pushy,patient,makes the purchase of a new car completely stress free!A credit to your company

Peter Coggings at Sytner in Cardiff was wonderful and gave expert advice to e and had an abundance of skill and also patience with me as I think I was a very demanding customer

We were made to feel rushed in terms of taking delivery, and had to settle for it being quickly dropped off at our house in the evening, when we would preferred to have come in during the day and collected it from the dealership.

Completely satisfied

Very efficient and quick handover . Everything was explained excellently. Very welcoming and nice surroundings to wait in.

From my initial enquiry the service was friendly and efficient. The process was in no way hurried. Every aspect of purchasing the car was dealt with to my satisfaction, from quotation, test drive through to the delivery of the car

Richard Gardiner was my car sales advisor. He was polite, friendly and thorough. He found a suitable car for me promptly based on my budget and requirements and was always happy to help. He also emailed me after purchase to check if everything was ok

:)

The member of your staff that was dealing with me could not be more helpful.

Wonderful service received from Peter Coggins our representative at the bmw penarth branch

Addressed my purchase needs and made the experience a memorable event

Purchase and delivery via BMW genius Emma was faultless. I was completely satisfied with this aspect. She should be commended for her outstanding customer service.

Excellent service received, staff were brilliant! My brand new car was ready when they said and handover was perfect! Cannot fault this dealership!

Good communication throughout the process, friendly personnel and everything was clearly explained. I have always found the centre to be a pleasant environment from the moment you step in.

Richard was very good and explained everything to us as to what he was doing and why he was very polite and understanding very good sales man

It's a fab car,fab service

Mark James sold us the vehicle and throughout the arrangement he was polite, respectful and showed humour and patience. Top man.

The process generally met our expectations, Mark is always good value and makes parting with lots of money fun.

Richard, our salesman, continues to give excellent customer service and is why we returned to Cardiff Synter

Unable to collect car due to illness. Was delivered to me Excellent service.

A add on feature ordered was missed out on the car.

The salesman Mark James was exceptional

I was kept informed throughout the process and received friendly and efficient hand over.

Very satisfied

Of the way the salesman man treated me

Patient, intelligent service by staff with a comprehensive product knowledge.

Excellent service

All went very well.

Very satisfied

I've been dealing with Alex & more recently Richard for many years. I've always been very well treated by both.

Very professional

The whole experience was excellent from arrival to choosing our car to collection. Mr Richard Gardiner was the sales man and he couldn't have been more helpful and professional in dealing with us.

Every detailed covered and thought of

Pretty straight forward and no delays

However it was very cold in side the store there was some issue with the heating

Welcomed yet again by all at Cardiff.. Richard and the team were excellent in their management and dealing with questions and completion of the new x5

There was confusion over delivery date but apart from that no issues

Nothing too much trouble.

As above My only gripe would be that Synter Cardiff do not allow customers a goodwill gift on purchasing a new vehicle. I feel that it was a thoughtful gesture and it appears very greedy not to. My 3 young grandchildren would have loved a BMW bear

Mark came in on his day off which was very kind. He answered all questions and gave a detailed demonstration of the car