My daughter’s Mini countryman was booked in for a recall to replace the EGR cooler, we booked it in at JCT 600 Mini , sticker Lane Bradford some 5 weeks ahead. Dropped the car off on the agreed time and date and later got a call to say they didn’t have the parts and would need to be re booked in later, service at that point had been lacking . We made our feelings known. A few days later we got a call from Tariq the service manager, his attitude was fantastic , he arranged to collect the car and Leave a courtesy car at our convenience , all was done on time and without question , with a nice surprise thrown in. This was proper customer service and our faith in JCT 600 was restored, this was a clear example of how a manager manages customer expectations and puts things right when the system has failed . Well done Tariq you saved the day and are a credit to your employer .