Booked a service for 12/03/18. I was advised that this work would take 90 minutes and decided to wait. It was also mentioned that the usual courtesy wash would be carried out. I arrived slightly early for the 09.15 appointment and after a short wait was booked in. As it was raining, I agreed that the cleaning would be unnecessary. Sitting in the rather draughty waiting area, the expected one and a half hours came and went. After two and a quarter hours had passed and with no word about progress, I went to the desk and asked. The service was eventually done and Ms Bokenham worked very hard to complete all the paperwork and take payment asap. Then, searching the compound in the rain, my car was nowhere to be seen. Fortunately, a gentleman who I assume was a Cooper employee, took my key and kindly went off in search of the car whilst I went back inside out of the rain. The above is irritating rather than serious and to be fair, I have often had excellent service from this dealer. BMW is a very expensive brand and although I think it not unreasonable to expect back-up to match, the dealer's advertised claims in this respect are perhaps rather optimistic and could easily lead to unintended disappointment as happened in this case.