My Customer Experience at Hull
I contacted the Service department because I was having a problem with my brakes. From the first contact the customer service could not be bettered.
The Service department arranged an appointment for a time that suited me and informed me a loan car would be available.
I received a timely text reminding me of the appointment the day before this also served as a note that you were expecting me.
Monday morning I was greeted at Reception in a very cheerful and friendly manner similar to how all phone calls I have made to yourselves have been answered, I was told Andy in the Service Department would be contacted, I was offered a beverage and a seat.
Andy Mucklin then discussed the work with me and added a job to the list that had appeared since I originally contacted you. In retrospect this was not required after I have witnessed the care and attention your service team applied to my car, I am sure the additional problem would have been identified by them anyway. The loan car was ready and Andy even took the trouble to bring the car to reception.
I was contacted by Andy who explained exactly what issues you had found and very clearly outlined my options and the costs involved. We agreed to proceed on correcting some of the issues. I was most impressed with the video I was sent of the inspection outlining the problems the technician found.
When I returned to the dealership Andy again excelled in the manner he took to explain the work that had been done and discussing the remaining issues.
My car was returned to me in what can only be described as showroom condition your valeting department did a fantastic job on preparing the car. I also appreciated the text today thanking me for my business.
The summary would be, I don’t see how the customer experience could be improved in anyway, many thanks and congratulations to you and your team.