Customer service training required

I have emailed my full complaint to Liesl at SMG.. you think i got a response...answer is NO....In a nut shell - My last visit I dealt with a gentleman named Wa**** to which I received decent service upon my arrival however that is where it stopped. I did not receive any updates regarding my vehicle to which I had to phone numerous times to receive information as well as having to sit on the line for 15mins to not even get hold of him, I then left a message for him but did not receive a return call. I was eventually told my vehicle had to stay overnight to repair clutch. I requested a courtesy vehicle which he said he did not have one at all, however I did see around 10-15 SMG vehicles parked outside.<br> <br> Eventually the next day became the same story of myself having to constantly call him to which he told me my vehicle was ready at the end of the day and he would send the driver to collect me. This now topped it all off was when the driver arrived in a SMG parts vehicle!!!! My colleagues even commented - they would never purchase a bmw if this is the service they received and secondly one colleague in particular advised me that she receives better service from Ford. Well done SMG<br>