James P

Staff training in communication

If any company needed training in communication skills this one would be at the top of the list. I purchased a car from Halliwell Jones BMW Southport in September this year the first problem was that the DVLA showed my car as untaxed, I asked them to investigate this, The second problem was recieveing the tax refund from the car I part exchanged but because of mistakes made by staff and information not sent to DVLA I did not receive what I was entitled to. I accept mistakes can be made but that is not the crux of my complaint. I rang first about the problem and I get what I now understand to be the stock answer the sales person is with a customer I will get him to ring you. No one rings back so you ring again next day again stock answer eventually you get a call back and assured problem will be sorted. On one accassion after ringing 2 times over 4 hours and being told stock answer the sales person rang me back the day after and told me he didn't ring me because of a bereavement in family and only called in to work for half an hour. I then decided to call BMW complaints and asked them to help, I then recieved a call from the sales manager and asked to supply him with some information which I did. After another 11days still not sorted after ringing BMW who rang dealership who told them problem being sorted and they would connect me. I asked them to contact the Person in charge at the dealership to sort this out, they did and he told them this as gone on to long and it will be sorted. 10 mins later I recieved a call from sales manager who again asked me for the information he asked me for 11days previous I told him I had sent it to him he then checked his email and opologised as information was there in an attachment but he had not opened it. Problem sorted in next 24 hours but still await for an opology for all the time this to to sort with at least 20 calls from me.