Marshall Mercedes-Benz Truck & Van Fareham

This is the second service on our Sprinter at this dealer point. The first service had a slight problem due to the oil filter not being fitted correctly. We understand these things happen, and considering this is a 24 hour service centre things can get missed and the engine was steam cleaned, vary good service On the second service the desk service was excellent, extremely organised and well in advance of our primary phone call when we booked the vehicle in. Although we are not mechanics we presume the service was correct, our boss actually collected the vehicle and said there was a slight delay due to phone challenges on their system. Thank you Marshall, great work. We were slightly confused about the centre brake light, this had been highlighted prior to service but is still not working? A small thing and can be rectified in due course. Another very minor point is the secondary parking area, this is quite rough and pitted and causes the vehicles to get dirty and when the service team leave and enter the vehicles there is dirt/oil/grit left on the step and flooring. We understand that it's a commercial vehicle and not a passenger car but should be considered as many owners are private/ small business people and this may very well be their personal vehicle. We suggest step and floor coverings to protect the interior as you would with a passenger car/vehicle.

Comprehensively and consistently appalling in every way. Incapable of picking up the phone (or returning emails / calls). You are actively encouraged to book online, however choose this option and (despite the confirmation email you receive) your booking won’t actually go anywhere. It simply vanishes into the ether. This is an issue that won’t become apparent until you arrive a week later to drop your vehicle off for a service you were told you’d successfully booked (or wait all morning for a collection that never comes). Turns out the staff are actually aware of this issue but regardless, you’re still told the online option is viable.
Front of house staff are generally rude and disinterested with a real ‘computer says no’ attitude, and I’m often left feeling that I’m inconveniencing them by presenting myself at the desk in the hope I might get some help.
On the plus side though, they are very quick to make contact when they want payment,so top marks there!
It’s really not that hard to offer basic levels of customer service…it actually takes real energy and effort to be this bad.
Top tip guys…when that thing on your desk rings continuously, driving you mad, if you pick up the handle bit and listen / speak into it, you’ll find that, mercifully, not only does the ringing magically stop, but quite often there is a real human on the other end of the line in need of your expert guidance. Help them quickly and competently and they’ll probably be really appreciative and you’ll be left with a warm fulfilling glow inside. Your working day will go quicker, people will be happier and might even be nice to you and you can go home with a smile on your Chevy Chase, taking pride in your work, knowing you’ve made a real difference to someone else’s day. Just a thought…

I chatted with Anna, finally someone friendly there! she was very helpful and answered all my questions. I will book again and recommend your service to my friends.

After previous poor experiences with Marshalls I've managed to over look the poor, communication and generally rude Manor due to the fact they'll work on my van overnight which is obviously a great help but today I'm not going to ,after trying to call all morning to get my van booked in for some work I finally gave up and went down there to try the face to face approach ,on entering the place I'm met with a girl sat at the desk you'd normally expect a reasonable smile and a can I help ,but no I'm ignored so I stand there for a while, still ignored eventually I ask politely if I can book my van in, I'm met with a rude uninterested attitude which threw me tbh, I was made to feel like I was bothering her ,she continued to generally make the whole process difficult and uncomfortable, it seems to be a ingrained attitude throughout the place there's obviously a low staff morale issue going on there but they're not even trying to hide it ,and by the way while I was there the phone was constantly ringing and no-one even considered answering it it was completely ignored 🙁

Spoke to Anna, she provided fantastic customer service and was extremely polite and friendly. Will be highly recommending Marshall Fareham to friends and family. Thank your help Anna.

Appalling service , after several calls and two online chats , I had To go into Fareham branch to book recall and MOT, it didn't end there a dispointing service from such a large suppose to be high end vehicle workshop

What an absolutely shoddy service you provide… it’s appalling!!
Having recently purchased a commercial vehicle from Marshall’s Nissan in Grantham in less than three months it has broken down. As it’s under warranty we were advised to call you ( closest to us).. I have tried calling you for the past seven working days.. each time called.. no answer!!! On only one occasion that I called was the phone answered and immediately put down.
What is the point in providing a warranty when you very obviously can’t be bothered to answer the phone to provide the service for it???
I’m only grateful I didn’t take the warranty for an extended period.
Whoever is responsible for over-seeing the quality of service you provide is to a level of high standard most certainly isn’t doing their job!!
I wouldn’t recommended you to anyone.
Completely dissatisfied customer!!!

I've never had a good experience here and have finally decided to go elsewhere.
I booked my van in for a service and was asked what time I wanted to collect, I said 5pm latest as I had to work the evening. The guy on the phone said I could drop it off at 6am which I did. At 1pm I called to see how it was going, the lady told me "it is still on course to be done by 5pm". When I arrived to pick up at 4:20pm I was told it hadn't even been started! So they had my van for over ten hours and hadn't touched it. I was informed that they were an engineer down for the day, which is understandable however, what is not understandable is that they didn't call me to inform me yet said it was on course to be done.
If this had been the first bad experience here I'd have been more sympathetic...but it's not.