Marshall customer testimonials

Dear Dominic,

You may remember that we had various conversations a couple of years ago when we purchased the SMax and the surrounding issues concerning the whole process. Thankfully, that is all history now.

Having recently purchased another new car from you, I wanted to let you have some feedback directly about Dan Ellison, one of your sales team. Throughout the process, I found Dan to be courteous, professional and knowledgeable and extremely helpful. Communication was very good and any advise concise and accurate.

I already mentioned to Chris Craddock how impressed I was with Dan, and would appreciate if you can pass on my thanks to him for his input.

Also, Adam, your chief technician, is an absolute credit to Marshall Ford and he has always been determined to assist with any warranty issues we have had in the 2.5 years we have had the SMax and I am convinced that if any issues arise with the Focus, he will continue to to provide the great level of service we have experienced from your technicians.

Overall, a big thanks to all your team including Chris Craddock who I always enjoy dealing with and is an excellent sales manager as far as I have determined. Keep up the good work.

Kind regards, Andreas

Dear Mr Hutton,

Please would you pass on my sincere thanks to Roger and the ladies on service reception - Julia and Gemma - for all the help they have given me over the last few days.

My Insignia developed a fault in the turbo which caused it to lose a great deal of power. The car was looked at by Roger on Saturday morning when he made a valiant attempt to get the car going but regrettably his attempt failed. He told me to bring the car in on Monday and by Tuesday it was fixed.

Under the banner of Lisles the service was always good but since becoming Marshalls the service is even better. There are little touches which always leave a nice taste in the mouth. Many thanks once again,

Kind regards, Vic

Dear Sir,

I was hoping that you could kindly pass on my utmost gratitude for the outstanding customer service that was shown by Richard and yourself. From the very first day when I was greeted with a friendly smile, the service provided was faultless!!

Even coming from the motor trade myself, I was completely blown away by the hand over I received. Richard is brilliant!! Richard went to great lengths to answer all my questions in full detail and at all occasions went the extra mile. I have now had my DS3 for two weeks and it is everything I wanted and more. Thank you again for the tremendous efforts in making the experience special!! Please pass on my thanks to Richard once more.

I will be returning again in the not too distant future. (Proud owner of a DS3)

Dear Sir,

Local garage had lost my locking wheel nut key.

Needed urgently as had rear puncture and needed to complete a long journey. Marshall accommodated me immediately, released the locking nuts, provided me with competitive quote for two tyres, processed security checks and provided me with vehicle history and necessary codes.

Visit was without appointment, attention was rapid, extremely friendly, welcoming and helpful. Not charged - excellent. As a result, purchased tyres which were fitted next morning (with same excellent customer service). Have driven (mostly prestige brands) for over 40 years and the customer service (with special mention of Melanie Adamson) was (by some considerable margin) the best I have ever experienced.

I note that Marshall of Peterborough received, fully deserved, glowing praise in this month's (March 2012) CAR magazine. Dealer Improvement Question Nothing more, Marshall's have "got-it"; excellent premises, well located; excellent service; excellent personnel and, to use much abused term, "exceed expectations".

Well done for piece in CAR.

Mr Jones

Good Morning,
Yesterday, I had to take my Volvo S40 to Marshall Volvo for a service recall. I just wanted to express my thanks to all the team who looked after me and my car, especially the lady on reception and the lady in the service department. The service was just extraordinarily brilliant!

I've been to hotels that don't look after their guests as well as I was looked after yesterday!

Please pass on my thanks,

regards, Stephen.

To whom it may concern,

I felt that I should write to let you know how impressed I have been with the customer service I have received from Cambridge Nissan from the beginning of my initial enquiry.

I have bought two cars from Cambridge SEAT before and whilst I have always been happy with the service I have received, I have probably never felt quite as valued a customer as Carrie Harding in particular and her manager Kate from Cambridge Nissan have made me feel.

From the moment I entered the dealership on Saturday afternoon Carrie has been bright, bubbly and happy to help me. She built an initial rapport with me really well and continued to find things out about me so that she could point out the relevant features of the car and extras that are available. I have been a sales person myself for the last 10 years so whilst I am aware that this is all part of making a sale, I thought she did it really well and not in a 'salesy' way at all. Having taken me for a test drive and discussed my preferences, Carrie and Kate appeared to be doing everything they could to get the car within my monthly budget.

All of the above completely contrasted with a recent experience that I had in a local Audi dealership, where I felt that I wasn't taken seriously and that all of my queries were brushed aside or were just too much trouble for the salesperson. I walked away from the dealership really disappointed in the service I had received and obviously did not buy the vehicle that I had really thought (until that point) would be my new car!

This experience made me all the more grateful for and pleased with the service Carrie provided.

I am now very excited to pick my car up on Monday and will be recommending Marshalls and particularly Cambridge Nissan to anyone I hear of that is looking to buy a car. I thought it was really important to tell you about my great experience, as all too often, we only talk about the bad!!

Thanks again Carrie and Kate,

Kind regards Rhian Attewell

Dear Mr Martinez,

I was a customer of Marshall Landrover for 10 years and have been with Nissan for 5 years. I have had various problems with the organisation in the past and have written to complain on 2 occasions.

The last 12 months dealings with the service dept for my X-Trail has been thoroughly satisfactory due to the attention of Gurbinder Babraha . We have in the past week purchased a used Nissan Note for my wife and were very well looked after by Lawrence Cohen, we are very pleased with the car.

One could feel the welcoming atmosphere as soon as you entered the Nissan showroom. In the short time we were there - we were greeted by the Sales Manager, the Service manager and the General Manager.

A very different culture than that experienced in the past. We are pleased to be your customers.

Yours sincerely

Andrew McKeown

Dear Mr Gupta,

I would like to take this opportunity to commend you and the Marshall Group on your approach to customer care and service. In particular Tim Phillips in York Honda has done a fantastic job through his swift action and decisiveness to resolve for me personally what could potentially have become a major problem.

During his thorough investigation into the scenario around my case I had cause to speak to both the service manager whose knowledge was mightily impressive and Gareth the business manager in York who clearly shares the same high standards of care and values demonstrated by Tim, and I must say what a wonderful team you have there.

Based on my experience I would have no hesitation whatsoever in recommending the Marshalls Group to any friends and business colleagues who maybe looking for a new car, and with this in mind I would be most grateful if you would record my appreciation of the Marshall’s Group ethic and pass on my thanks to Tim and his team in York.

Yours sincerely

Geoff Charlesworth

Dear Mr Gupta,

I wanted to express my thanks and appreciation to the Bodyshop team in Peterborough. I had the misfortune of running over a wheel which did some damage to my car and knocked the rear bumper out of line and I wasn't sure what to do so I called the Peterborough Bodyshop and spoke to Barry Monk who immediately offered to asses the damage and invited me in, when I arrived late yesterday evening he was very prompt at assessing the car and offered to do the repairs this morning.

When I dropped my car off I was given a lift and offered to be picked up when the repairs had been completed. A couple of hours later the car was completed and I was again picked up with everything being completed and to my surprise the car had even been cleaned.

For such a small low cost repair I did not expect this level of service which was fantastic from all parties concerned and I would without hesitation recommend and indeed use your group again. Barry was passionate about delivering excellent customer service and was a pleasure to deal with.

Yours sincerely

Wayne Massey

Dear Mr Gupta,

I am a mobility customer and I visited your site in hull, I was introduced to the mobility specialist jason leek. We established through conversation that the car which suited my requirements was the honda si 1.4 model, I was taken for a test drive and was happy to proceed with my selection after a satisfactory test drive. Jason checked availability and there were 2 of this model available, I aranged to call in on the next morning which was a Saturday to proceed with my selection, unfortunately both vehicles had been taken, Jason telephoned other branches which were showing stock but none were available.

You can imagine my situation, Jason approached the general manager Tim Philips who was on site, I explained my predicament and he was understanding, Jason and Tim Philips then through effort and the desire not to dissappoint a customer managed to locate a similar vehicle a honda se 1.4 , which Ii accepted, and I took delivery on the 7th december 2011.

Both Tim Philips and Jason Leek were outstanding in there willingness to go that extra mile, and they are a credit to your company and fully deserve recognition for there efforts, thank you

Yours sincerely

Adrian Nicholls

Hi Bob,

Some feed back for you on my new car and Richard Clements. i'll start with Richard because he did all the leg work in making sure i got the car i wanted. As i was going to Canada and the USA for almost 4 months i told Richard that i would like to have the Exclusive C3 Picasso after he had gone into great lengths into telling just about everything there is to know about the car, he also said he would keep in touch with me while i was in north America and Canada, which he did, No worries.

When the time came to get the new car he called me a couple of days beforehand to fix a time to collect the new one and hand in the one i had been using, a Mercedes A 150 which is a really good car but as you probably are aware is going out of production, so i thought i would have another crack at Citroen, that is how i came to choose on Richards advice the C3 Picasso.

i'll say now Richard has been an absolute gem in helping me since i started out to get my car. As far as the car is concerned i'm over the moon with it, the comfort factor as with all Citroens is first class, an armchair drive, the steering i find is more positive than the Merc', the engine performs very well and for a diesel is very quiet.

All in all i'm highly delighted with it even more so when i get used to all the gadgets that i didn't have on the Merc!!'.

Thanks very much for such a lovely Car......

Yours sincerely

David Hale

Rob was brilliant.

He wasn't pushy or smarmy which is how i've found salesmen on previous visits. Everything was explained clearly and precisely,and i never once felt out of my depth.

The finance guy should also be commended, a small problem was dealt with instantly and he was so friendly.

i would highly recommend both of them.

Mrs H gates about Cambridge Ford

i was very pleased with the way in which we were spoken to, the attention we received was perfect, enough to keep us interested but not to much to be annoyed and leave.

Very friendly and very welcoming.

Mr R Phair about Bury St Edmunds Ford

Paul, the Motability Manager, was very helpful.

He explained, before the test drive of the Galaxy, all its many features and was extremely au fait and sympathetic with my needs. Following the test drive he spent considerable time discussing my order and completing the necessary paperwork.

i didnt feel rushed or pressurised in any way and was very happy with the way he dealt with everything.

Mrs M Hulyer about Cambridge Ford

i cannot comment highly enough as to the helpfulness and the very pleasant attitude of the sales person (Nick at Marshall Peterbough deserves a special mention) and manager and infact everyone.

i would certainly buy another car from them,

Mr M Bishop - Peterborough Used Cars

Just a quick e-mail to say THANK YOU for the fantastic support you gave me and my C30.

i would especially like to thank the mechanic who stayed in late to change the parts that had just arrived from Sweden.

i have dealt with a lot of dealers in the past but have never come across one that has provided such an excellent level of service and support.

A breath of fresh air!

Many many thanks,

Mr C. Davison - Nottingham Volvo

Dear Mr Gupta

Last weekend my wife and i purchased a car from your Kings Lynn dealership - What an experience!

initially we had looked for the car required on the internet and spoke to our local dealership and wasn’t overly impressed. We also found the spec of car we wanted at your dealership in Kings Lynn and i have to say, i’m glad we did.

We agreed a deal with Mark Sanctuary over the phone and even agreed to have the car delivered. Mark was fantastic to deal with and delivered on his every commitment. if the truth be known my wife got excited over the new car and i spoke to Mark where we agreed to collect it last Sunday as she didn’t want to wait for delivery.

We drove the 209 miles from Newcastle to Kings Lynn.

The greeting was impeccable, the handover was excellent and the car is an absolute delight. Mark even managed to sell us the GAP insurance!

All in all a fabulous purchasing experience. My only regret - your dealership isn’t in Newcastle !!!

Fantastic service and Mark is a credit to your organisation. i’m sure you have a scheme for recognising service /sales excellence in your business, i would totally recommend Mark to be the recipient of any award for the service we received.

Many thanks Regards
Jamie Wiseman

Please click here to read this glowing testimonial from Mr Briggs about Peterborough Jaguar.

Dear Geoff & Jonathon,

i have recently purchased a used Range Rover Sport TDV8 from Marshall Lincoln, and was assisted through the process by Adam Jacklin. i just wanted to drop you both a quick note to say that ‘The Marshall’s Experience’ lived up to expectation, and Adam was absolutely fantastic to deal with throughout – he was flexible, responsive, and delivered on every promise; he was in regular contact the whole time, was very transparent about how the whole process would work and was always courteous, respectful and very personable every time we spoke or came into contact.

There are a couple of outstanding things to resolve since taking delivery of the vehicle, which i have only just made Adam aware of because i’ve been away on a business trip abroad, but i have every confidence that they will be resolved satisfactorily in the near future because of what i’ve experienced so far.

i’ve been a Land Rover owner now for over 10 years, and my previous dealings on the purchase and servicing of my vehicles have been with the Guy Salmon Group and Sturgess of Leicester, both of which promised a lot but regularly failed to deliver on that promise, which led to a high level of dissatisfaction, so it is very refreshing to deal with a team this time who deliver exactly as they say will and are so friendly in going about it.

i am well aware from my own business life that people are very quick to criticise when things go wrong and slow to praise when things go right, but i wanted to take the time out to make sure that you were aware of my high level of satisfaction from my dealings with Marshall Lincoln and Adam in particular, and to express my appreciation of the service delivered.

No doubt you will be aware of the concept of ‘advocacy,’ in terms of consumers recommending a brand or service being one of the most crucial KPis any business can hope to achieve, and i am happy to say that i would definitely recommend Marshall Lincoln to anyone considering buying or owning a Land Rover.

So, a big thank you to Marshalls and to Adam especially for delivering absolutely spot on service from start to finish!

Warm regards Keith

Gary,

Just a quick note to thank you for your world class service, you made the whole process very easy and (dare i say) enjoyable! i would have no hesitation in recommending you, personally, and your dealership to my closest of friends.

Thanks Andy

Dear Sir,

i had my car serviced recently and was very pleased with the staff who i dealt with. The after sales Manager Gerald Piper was extremely helpful and explained in full what to expect and then talked me through the scheme for saving towards my next service - which i signed up for..

He was very professional and sorted out another visit to correct my brake pads next week. i felt the whole experience was very good and will use your garage for all future services and hopefully next year will be updating my car again with you.

Can you please inform Gerald that i took the time to compliment the Bury staff.

Many thanks

Helen

Dear Sir,

Have to be honest .... it's probably the best service we've had .... Even down to after purchase queries etc staff there were so kind and helpful.

i'd recommend your showroom to anyone and will certainly return when the need arises for a new car ..... Good on the team there..... Gold stars to them and please cascade our thanks for the help and advice they have given us ... i was expecting a pushy salesperson who just wanted to sell us a car!!

This has been my previous experience from a different garage.

Everyone one needs a Gwen... She's lovely and tells it how it is!! No misrepresentation, no rubbish..

Kind Regards Stacey & Martin

Dear Sir,

i would like to congratulate you for having such a pleasant sales person as Miss Carly Kilby. She was very good with her product knowledge, attention to detail and professional manner. My enquiry was dealt with perfectly.

i also had some dealing with Victoria Walton your business manager & was dealt with in the same manner as with Miss Kilby.

Thank you,

Mr G.Collett

Dear Alan,

i'm not sure who to send this too, thus making you the lucky recipient. i want to express my thanks to all at Marshall Ford, Bury St. Edmunds.

There is a point to be made here, i had visited several car dealerships, ranging from Peugeot to Vauxhall and while all had offers on of one sort or another, none had the level of customer service i encountered when i walked through the door to initially look at changing my car. And while having a new car is going to be a great for me the before and after sales is where it all comes together and will keep me coming through your doors and telling others of how good it is.

Every single person was great regardless of their involvement in getting me in to my new car.

in particular you and your team have been fantastic, i had a specific goal in mind when i came to you and i was not let down, please pass on my thanks to all and hopefully you can some how transmit this message upwards so they can see how great my experience has been.

Scott

Dear Sir or Madam,

i am writing to you in order to commend your team at Marshalls Knebworth, as i think it is right and proper that they receive the positive feedback they richly deserve. i would add that it is rare for me to write and complement good customer service, and this is because standards in this respect are rarely as good as that received during my dealings with Marshall’s Knebworth.

i have purchased 2 cars from Marshalls Knebworth in recent years, and it was not an accident that i made my second purchase from them. The salesperson on both occasions was Mr Alex Woodhead, who dealt with both sales with full competence, courtesy and without any nuance of “hard-sell”, which is often present in car salesmanship but, in my opinion, is what a customer most dislikes. Alex was able to answer all my questions without difficulty, and spent a good deal of time with me to ensure my demands were met. Little touches like a cup of coffee whilst chatting, polite staff who say hello as they walk past, and a spotless showroom also added to the general effect of excellence.

i have also had to return to the showroom for minor repairs. Polite, well-spoken ladies in the service department who listen carefully to the concerns, and who keep you updated throughout the repair process, give a sense of value to the customer. Again, little details like a clean waiting area, mechanics who are uniformed and very professional, and of course the offer of a coffee whilst waiting, all add to the impression of true, sincere customer service.

i have purchased cars from other dealers, and of course i have experienced customer service of many levels during my time, but Marshall’s Knebworth stands out as a centre of excellence in its care to customers. My thanks go to them, assured of my continued business and recommendations for many years to come.

Yours sincerely,

Mr B. Creasey

Dear Nigel Bailey,

i would just like to express my thanks to you for the excellent service you gave us over the purchase of our new car and the kind follow up call. As you know, the transaction came at a difficult personal time for us and i am grateful of your help and patience.

We are delighted with the Jazz and will call in to see you to arrange servicing in due course.

Kind Regards
Wendy Crawford

Dear Mr Cooper & Mr Gupta,

i just want wanted to email and compliment the service i received from Marshall Jaguar recently and in particularly Dave Howe.

i recently had a car problem which occurred while away from home on business and Dave Howe could not have been more supportive and helpful. Due to his genuine concern and care Dave helped me through a difficult situation and tried hard to secure a part that we both thought the RAC could fit. Unfortunately this was not to be the case and the car was transported back to Marshall in Peterborough to be attended too. My car for various reasons the car was with you for almost two weeks which was fine as Melanie arranged a loan car for the duration.

The purpose of writing is to let you know that the service i received from Dave, Melanie and in fact your service manager was first class. As head of an organisation i realise the importance of employing the right people who fly the flag on behalf of the company and as managers we hope that all staff will deliver to the customer great service, which they all did. in fairness anytime i have had the need to visit or call Marshall re servicing or whatever, the team are always helpful.

in a society that is too quick to complain i think recognition of a job well done is important. Keep up the good work and with David in particular you have a real asset

Kind regards iain Anderson

i am writing to you having recently purchased a car from the Marshall Jaguar Dealership in Cambridge.

This is the second time that i have bought a car from Marshall Jaguar and both times with Theo Runham as the salesman. Both times i have been extremely happy with Theo's assistance in buying a new car. i would like to express my thanks to Theo for his outstanding service.

i would like to put on record the excellent service given to me by the staff at Landover Mallory Road Peterborough. i would especially like to thank Jamie Dyos the sales rep who took over my account when t the previous salesman left. Jamie was efficient, courteous and very knowledgeable in his dealings with my account.

This service will most certainly make Landover Peterborough my first stop when i come to replace my car again.

Just a short message to thank you for the hard work you put in when searching for the right S-Max for me. Although you were unable on this occasion to find a car that suited my needs (and pocket) you were very helpful, polite and courteous each time we spoke. Also the advice you gave on a car which i did find through another dealer was valuable and appreciated. With nothing in it for Marshall, this was something you did not need to do.

it is for these reasons that i would not hesitate in approaching Marshalls in the future, or indeed recommending you to others.

On 23 November last you sent me a questionnaire on-my recent experience: the purchase of the car whose registration number is your reference above. i apologise for my late return of that form, but needed time to consider. 'Entirely happy' is hard to recognise.

What attracts me to Marshall is the sense of being dealt with by a system designed to give'good value at every stage. For what ever reason i contact Marshall and who ever deals with me the system feels to me designed to offer best value for money.

lt has the solid satisfying feel of reliability, which makes me anxious to give your Questionnaire proper thought. Marshall has been my motoring support from the time you inherited me from Lancaster together with the care of that older car, until regretfully i had to make a change.

At that moment 'Entirely happy' and 'complete satisfaction' weren't within the gift even of your thorough system, or any system. Those are high standards. What i wanted from motoring at that moment was my old car back as new, running on half the fuel and for me to be ten years younger.

That impossible wish is a sign of the good service i must have been receiving from Marshall.

i have recently had my Jaguar X Type Sport Serviced and MOT at your Peterborough Branch. The professional workmanship carried out by Miss Adamson, Mr Howe, Mr Hellwing and Mr Wallace was of the highest standard and i write to you to pass on my thanks to them.

They obviously take great care to provide excellent customer service and i feel that their efforts should be rewarded by this letter.

i would like to thank you for your kind assistance when changing our car. You obviously went out of your way to help us to achieve a good deal when it was getting perilously close to our maximum, a bit over as far as my wife was concemed. We are absolutely delighted with with our new Astra. Lovely car to drive and so comfortable.

i am writing to confirm how pleased we have been with the high standard of professionalism and salesmanship received from Mr Nick Dubery of Marshall of Knebworth.

Our family has purchased several cars from Marshalls, previously Lisles over many years and most recently Nick has been the sales executive involved. Nick has always shown great 'meet and greet' cheeriness and given as much time to us as customers in dealing with all the items that come up when making a new vehicle purchase.

in particular last August Nick ensured we were able to take our holiday with a reliable car while we awaited delivery of our new Meriva - we also thank Gary at Marshall of Knebworth for his agreement and the efforts other members of staff put in to transfer the roof box which seemed to be a problem but with Marshall staff skill and expertise - problem solved! Nick also seems to cope extremely well with the various and intricate GM financial aspects and takes the time to explain clearly the many options etc.

i am very pleased to do business with Nick as he shows competence, courtesy and charm to a very high standard and i trust that he is appreciated as much by Marshall Motor Group Ltd as he is by our family.

For a very long time i have been a customer of TMS and now Marshall Motor Group at your Grantham Branch. i would like to place on record my appreciation of the service i have received consistently over the years; not only has it been good but i have never had to make any criticism of the work done on my various cars.

Over the years i have owned Lotus, Mercedes, Porsche, Saab, Range Rover, Volvo and lesser makes of cars. i have also been the Motoring Correspondent of Lincolnshire Life. i think it reasonable to claim to be both a demanding and discerning motorist. Your Servicing Team of Malcolm Keene, Philip Charles and Jonathan Willows is exceptional in every respect.

The three of them are not only professional, knowledgeable, helpful and cheerful but they are all unfailingly courteous - qualities that are too rare these days.

i have considered returning to Mercedes but i have not done so and the only reason for not doing so is that i would no longer enjoy the outstanding service i enjoy at Marshall of Grantham.

Long may it continue.

OUTSTANDiNG SERViCE. ALREADY REECOMMENDED TO FRiENDS WiTH VEHiCLE FLEET. MALCOLM EXCEPTiONALY HELPFUL.

Having brought my Vovlo V50 from John Darke in Lincoln i came to Marshalls Grantham (near my office) for emergency help with a broken locking wheel nut. i first phoned John Darke who were reluctant to help. Because i work in Grantham i phoned Marshalls on the off-chance of help. Malcolm was first helpful and engaging over the phone and later gave exception customer service in-branch. He kept me updated on progress with the car and i felt he truely cared.

While i was waiting for the work on my car to be completed i was able to listed to Malcolm and your other staff deal with other customers and was very impressed. i will look to buy my next car from yourselves and will bring my wife's Volvo to you for future servicing.

i have already told friends of the exceptional service i received and recommended Marshalls Grantham.

Well done and my thanks in particular to Malcolm!

i came into Cambridge and took possession my new car on the 6th January 20ll. i was vastly impressed at the service i received at Nissan showrooms, particularly with Kirsten Perriment who was courteous, knowledgeable and very efficient.

Steve Nicol, the General Manager, checked the service i had and telephoned me the next day to ask how i was enjoying the car. Previously, i had a Nissan Note before and loved it!

i will recommend Marshall Nissan showrooms and recommend the Nissan cars, Thank you very much with the pleasure i had receiving the car.