P J L

Jan 26, 2024

Yet more poor service

I'm not sure what has happened to the BMW Motorrad dealership in Tunbridge Wells since Arden took over from Coopers, but it isnt good! My bike was identified for a recall by BMW. It took me 3 days to continuous calling to get through to the dealership. I was booked in for the 15th and I was told it should be completed that day. The following day, having not received an contact and after nearly three hours I manage to final get through to the service department. I was in formed that my bike was ready for collection. I duly collected my bike the following day, no paperwork was given, I was informed that I did'nt need any. I would have though I would have been given evidence that the recall work was done so when I come to sell the bike everything is in order. On the way home the bike developed an issue, it took me 4 days of calling before someone finally answered the phone. I explained the situation to the reception staff, she tried connecting me to service but she too failed to get an answer. She assured me that the she would send an email marked as urgent and get someone to phone me later that day or at the latest the following day. Four days later still no contact, although not a surprise. I planning to replace my bike in the March/April timeframe, I'm certain however, I will not be using this dealership. This just one of three issues I have had with Arden in the last couple of years. What happened to customer service? Having spent a lot of time reading the reviews several things are clear to me: 1- They don't learn the lesson, the same issues appear time and time again. 2 - It would appear from responses to some reviews that Senior Managers are very busy calling people back to discuss the problem, I wonder if they ever do call! 3 - There is clearly a communication issue, both in being able to contact them and in how they respond to messages 4 - Of the 725 reviews at this point 124 are negative, that's a staggering 24%