I decided it was time for a new car a few weeks ago. This should be a moment and time of excitement and joyous anticipation, but nothing could be further removed. When did buying a car from a main dealership become such a soulless, dull, de-personalised transaction? And I say transaction deliberately, because that’s literally all it was, no sense of customer experience whatsoever, just a cold and joyless process. Or maybe this is just BMW.