Please see below feedback from Mr J. Holly has provided a fantastic service here taking care of Mr J’s Bentley from start to finish.

I would like to take this opportunity to provide you with some feedback following a recent visit to your Bentley Service Centre in Edinburgh. My Dad has been a driver of Audi, Jaguar and Mercedes for as long as I can remember.

In August 2020 my Step Mum passed away and left my Dad devastated. He spoke to me about trading in his car and my step mum’s car and purchasing one car (I have been in the motor trade for over 30 years, 10 of them as a Service Manager with Mercedes and Jaguar). Our discussions led to my Dad deciding to buy something ‘special’ and so he purchased a pre-owned Bentley Flying Spur (2011 model) from Kenneth Purdon at Bentley Edinburgh in October 2020.

Kenneth provided an outstanding purchase experience for my Dad and made everything extremely easy for him despite the Covid restrictions in place at the time. The car, which was purchased unseen, was better than the photos we had been provided with and it was immaculately presented upon collection. It was fantastic to see Dad smile all the way home, driving his new vehicle.

Fast forward to last week and the engine emission control lamp illuminated which caused great concern for Dad. He has been shielding since Feb 2020 with only a few trips out of the house in that time and he lives nearly 100 miles away from the Edinburgh dealership (I am 150 miles away from Dad so couldn’t help much). I contacted the Edinburgh Service Centre and spoke to Holly who took control of the situation, organised a technician to visit the car at my Dads house and then to have the car uplifted in an enclosed trailer and transported to Edinburgh and also supplied a replacement vehicle. Holly kept me informed of the progress of the vehicle on a daily basis, which allowed me to keep my Dad up to speed without him worrying about the car.

Once the repair was completed Holly organised to deliver the car back to Dad, by trailer. I cannot praise her highly enough for the way she dealt with the matter and the first class service she provided. In my career as a Service Manager I know how easy it is to complain when things go wrong, and the opportunity that it creates to improve the business. However, I always appreciated it more when a client took the time to send a message of thanks, and witness the teams reaction to it.

In closing I wanted to let you know what a fantastic team you have at Bentley Edinburgh and that we look forward to building a long relationship with you and the Bentley brand.

Allan took a phone call from Mrs C who had noticed her tyre pressure was lowering whilst driving. With a very important day ahead Mrs C politely urged for the issue to be fixed as soon as possible. Despite our workshop and service department being fully booked, Allan organised for one of our technicians to help resolve the problem. Knowing the stressful start to the day the customer had had, Allan welcomed her into the Centre with refreshments and reassured her we would do our best to get her car back on the road.

The problem was a nail in the tyre and within twenty minutes a new tyre was fitted to the vehicle allowing Mrs C to get on with her day. This great customer service from Allan didn’t go unnoticed as Mrs C kindly took the time to leave a five star Google Review with an additional comment to thank the Centre and Allan for an excellent service and attentiveness.

I phoned the centre today about losing pressure in one of my tyres. Allan said to bring my car in and he’d check the pressures and top them up so we could monitor the tyre. Arrived and tyres were checked. There was a nail in the tyre. Luckily they had one in stock and offered to fit it there and then even although I could see they were pretty busy. Allan brought me a coffee and a biscuit while I was waiting and 20 minutes later the car was good to go. It’s excellent service and attentiveness like that which makes all the difference.

5 Star Trust Pilot

Outstanding service from Bentley Manchester – everything from accommodating me at short notice, keeping me constantly updated with progress to actually going to pick up parts from Crewe to get me back on the road as soon as possible. Fantastic customer service from Sharzly and his team.

As you can read from the customers amazing email, Richard Thompson and Libby Simmons deserve a special mention for their outstanding customer service with this client. They have both gone above and beyond.

The car pretty much sold itself, but Richard went above and beyond to ensure that the car was absolutely blemish-free on collection, something that was very important to me. He kept me informed of all stages of the purchase process. The day of collection is something that I will never forget, accompanied by my son, Richard looked after every request, from the red cloth, the key box, the champagne and a congratulations note on the lectern. Richard even acted as a photographer capturing pictures of my son and me and even gave us a sneak peek at the amazing array of cars in the rear compound (mouthwatering).

The handover process was smooth and faultless, Richard paired my phone and set up the Sat Nav to get me home, I will never forget his description of the top two modes on the Manettino dial – professional but humorous. It’s not every day you collect your first Ferrari – I’m just a normal guy who had worked hard all his life to realise his dream.

Unfortunately, my battery let me down when I was out with a photographer taking shots of the car. But never fear, an RAC transporter and separate technician were at the scene within 45 minutes, great service (perks of a Ferrari I expect), the car started and accompanied home.  This brings me back to what prompted this email, after all the great sales experience, we all know the real test is how you react when things don’t quite go to plan, not only did the RAC do a superb job, my preference was fully accepted for repair and a technician sent to my home address.

This morning technician Libby fitted a new battery and cleared all electronic faults. Being a Mechanical & Production engineer myself I am always inquisitive and ask a lot of questions. Libby explained the process, what she was doing with great competence and answered all my questions. It was great and heart-warming to see a young person who is so passionate about their trade and the products they are working on given a chance, so big credit to Graypaul for giving her an opportunity, especially on such an iconic and prestigious brand, big kudos guys. Not only technically competent, Libby was able to represent your company in a customer-facing way with us discussing our favourite Ferraris old & new and her potential career aspirations. Therefore completing the whole Ferrari experience from Sales to After Sales support, it’s no cliché to say that when you buy from an approved Ferrari dealer you are welcomed into the Ferrari family.

 

 

Mr N was booked in for a service but arrived late due to his battery being flat. Liam managed to find him a replacement car so we could sort the issues out that day.
When Mr N arrived, Liam could see he struggled to get out of the car, so did everything outside whilst swapping stuff over from the cars. We managed to get the car completed the same day and arranged to swap over.

A big thanks to Liam for his help in getting my Maserati serviced this week. Due to a flat battery, I was late, yet Liam managed to magic me a loan car. I am not very mobile following a fall, and Liam came out to me, did the admin outside so that I did not have to move far. The car was completed on time and the service was excellent. Thank you, Liam!

I wanted to nominate Andy Baker one of our Technicians for going beyond the call of duty.

We received a call from David Harrington regarding a very good customer of the Group whose wife’s car had a flat battery.

The customer had bought a 911 from Guildford (because we didn’t have one available at the time) and contacted them to organise Porsche assist to go out to her. They diagnosed that it needed a new battery but the driver wouldn’t recover it and Guildford said they couldn’t do anything for them because they were too busy.

Michael Elliott phoned the customer and Andy Baker volunteered to drive to their house (45 minutes away) after work and fit a new battery and drop off a battery trickle charger for them.

As the battery had not been kept topped up due to lack of use, it wasn’t covered under warranty. We fitted a new battery for them and paid for it as a gift.

Andy deserves recognition as he really helped the customer out when her selling dealer wasn’t willing to help.

Thank you, Andy.