Complete and utter first service disaster. The sales department were pretty bad but the service department really takes the biscuit. Please let me explain my 'experience' this morning... Arrived (I'm disabled). I was 'greeted' (no welcome or smile, nothing) by Zuzanna(e?), and I explained that when I checked in my car I had made some notes online about two potentially serious defects and could they please be looked at. She then proceeded to belittle me, sternly (like a really spoilt, hungover teenager) stating "you car isn't booked in for this work, so we won't be able to look at it", I said "I do appreciate it isn't, but I was asked if there were any defects when checking in my car (initially and online) and I was just politely pointing out that these defects are potentially serious". Zuzanna genuinely, wholeheartedly hates her job, or appears to. She actually has disdain for customers in general, probably. Then.....I was the abruptly told by Zuzanna that "I did not book any courtesy car in", I said that "I definitely did have a courtesy car booked", she looked at me hatefully (properly, deeply hatefully) and, just when I thought things couldn't get any worse I was approached by the service manager who must've proudly trained Zuzanna because he very rudely said "you were definitely told to bring an insurance cover note with you when you booked the vehicle in for service and we cannot and WILL NOT be able to give you a courtesy car without a car insurance cover note *under ANY circumstances*". I calmly explained that "perhaps it's because I'm a Motorbility customer, but I can assure you that I was definitely NEVER asked to bring in any cover note at ANY point". He then called me rude (and essentially; a liar) and when I asked for the manager he said "we don't have any manager" and I said "so you're the top of the line are you?". He called me rude and I then politely called him rude. He then disappeared... What a great way to greet your customer (not). So so poor. He's got a real chip on his shoulders. I then inconveniently phoned my insurance company who immediately said that "the dealer is talking complete nonsense (especially the so-called service manager), because they don't issue cover notes and haven't for quite some time". I gave the guy behind the desk my phone, he spoke with my insurance company and AMAZINGLY, SUDDENLY, no insurance cover note was now required.Ultimately, that service manager needs to immediately wind his neck in significantly and just try treating his customers with some dignity and respect - something he obviously has forgotten to do for a long, long time.There was one nice lady there who did genuinely try some damage control (and to be honest the young man also kept his cool), by saying *she can't understand why I have received such bad service and I was correct about the cover note". She's the only hope they have! She knew MORE than her manager! This entire dealership has a terrible rating for VERY good reasons. Please, don't go here unless you REALLY have to.I am now definitely getting rid of my Nissan a few years earlier than planned - the dealers; especially Glynn Hopkin, Ilford - haven't a clue about even basic customer care, service and, most importantly, honesty. They're truly a disaster and Nissan should take away their franchise because they're helping to destroy the brand. They are a disgrace! What an experience they've given me. ZERO STARS! Please BEWARE this dealership!
