Having had to deal with the centrally based Customer Service department with a complaint and expecting a professional response from a company with the prestige of BMW, I was shocked at how amateurish the response to my complaint was and how my complaint and the follow up had not even been properly read or understood. Maybe I am being sceptical but it seems that the senior management were perhaps too busy playing on the golf course to take an interest in the company’s reputation. Customer relations obligations were delegated to what appeared to be college students in a call centre, whose brief was to get through as many complaints as fast as possible, rather than being empowered to put things right and restore customer satisfaction. The rhetoric bordered on the disrespectful, and at one time I was referred to as “Mike” which is not how I signed off my name or the name that my sale was made in but was a component of my email address. It was clear that my complaint had not been fully read, and I was made to feel like an opportunist who was attempting to get something for "free". I do not need to pay BMW prices to have to suffer that and will not be buying or recommending BMW again. Poor customer service can be a very expensive business if you get it wrong.