I have had 3 BM's in the last 10 years and really enjoyed owning all of them. The first one I had, the service from Sytner Leicester was fantastic, by the Third one it was rubbish. At this point I told the dealer principle that they are not as customer focussed as they used to be. He told me they are busier than they used to be and selling more cars, no one is complaining, "Is there anything else I can do for you sir?" (It was a little nicer than that, but he was just going through the motions!)
I did go in and test drive a 3 series before I decided on the Lexus, and the salesperson just didn't have the passion or the knowledge about the car they were selling! I did everything the BMW way and rang up and made an appointment. I got a 20 minute test drive and a brochure. They did call me several times to see if I was still interested.
Went to Lexus un-announced, was treated like a king, shown the car, offered a test drive, and given a car for half a day, handover was brilliant.