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Old Jun 23rd, 2014, 05:23 PM
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Excellent sales and aftersales support at Berry Heathrow

I purchased my MINI Cooper S in April from Gemma at Berry Heathrow with assistance of Gemma. She went out of her way to find a suitable vehicle for me which happened to advertised by a private dealership. It was bought into the dealership as an approved used car. this was important to me as I wanted the reassurance of having a proper warranty and customer service from MINI. I'm rather happy I made that decision!

Within a week of owning the vehicle it developed a fault with the tyre pressure sensor system which I promptly reported to Douglas who was very quick to take action by requesting I bring the vehicle in for inspection. I was offered a courtesy car which was essential for me being a shift worker. Douglas kept in frequent contact with myself via the telephone with any progress and informed me that my car would be ready the following morning.

I enjoyed over a month with my MINI before two more faults became apparent. The DVD based sat nav system was frequently locking-up and showing read errors; I also experienced a fault with the nearside rear light cluster. I phoned Berry Heathrow and spoke to Douglas again, he was very professional and courteous and offered me another courtesy car whilst my car was with the service department. As before, Douglas kept in frequent contact with me with any progress. I was delighted to be told the car was ready the following morning with both faults being rectified.

Bad luck does come in threes, and a more serious fault developed which manifested as an intermittent noise coming from the car when pulling off. Being intermittent the fault was hard to diagnose and understandably the service team needed to experience the noise so it could be diagnosed. The morning of 17th the noise was apparent when starting the car in the morning. As a result I used the MINI recovery service who took my car to Berry MINI. The morning of 18/6/2014 I received a call from Douglas to report the car was in the garage being diagnosed. Shortly after I had a follow-up call from him reporting that they needed to ‘Replace the clutch and flywheel due to water ingress from the coolant thermostat housing, oil leak from the timing tensioner’. Much to my surprise I was told the work was already in progress and the car would be ready the following morning. As promised, Douglas called again to inform me my car was ready for collection on the 19th.
I cannot express how impressed and grateful I am to Douglas and the service team for the efficient, professional and consistent service they have delivered. On every occasion I have received a courtesy car, been kept up-to-date with any progress and most importantly received my car back promptly.

I can sincerely say that this is the best customer service that I have ever received. For the first time I felt like a valued customer, even though I recognise that I wasn’t their ‘biggest’ spender.
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