Hi Kayleigh
I am Mark the Service Manager you met on the Friday.
Having looked at this in more detail today with the team we are still unsure how this unfolded however there has clearly been a breakdown in communication at some point which we will investigate further.
We do not have a lady in the service department answering phones, so we are no wiser as to who you spoke to that confirmed your service would be completed in a designated time slot.
With regards to our collection and delivery service, it’s not something we promote, as I’m sure you can appreciate we cannot offer these to every customer, its simply not feasible. If this is something you would like to utilise in the future we will be more than happy to help. Our standard service for vehicle drop off’s is to collect at the end of the day so unfortunately because this was not communicated, the job was not prioritised ahead of other vehicles being serviced.
Having uncovered the mix up when you had returned, I was able to assign two Technicians to prioritise work on your vehicle, effectively halving the amount of time taken to complete. Having two dedicated Technicians is arguably more thorough. We included a complimentary clean as part of our service and this had been carried out earlier in the day by the cleaners, and as I say we are happy to offer you a collection/delivery on your next service.
Best wishes
Mark
