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Service department are excellent .
Not enough characters to explain.
Not quite perfect as waited 2 weeks for fault to be repaired.
repair not fixed and caused other issues
Work well done
Comfortable and pleasant surroundings if you need to wait a while.Beautiful new BMWs to inspect and admire, maybe plan a purchase. We had to go looking for their excellent coffee but once brought to the attention it was served promptly with a smile.
Always very helpful staff
Very satisfied indeed. Very friendly staff.
On time, lift to Longwater, and back.
Timing. See my response above.
New car ordered fantastic comment on celery and handover yet otherwise would be 5 star
clarity of info and short video clip giving details of car status
Straightforward from booking to completion of the service.
Callum provided me with an excellent customer service experience during my recent visit.
I wish service plans on new vehicles were mandatory and the individual service costs are expensive.
THere was a further issue in that when I arrived to collect the car it was not yet ready (due to a failuer of communication between the service staff and the service manager) but I was given a courtsesy car for the day, again at no cost and no quibbl
My onboard computer said I needed an oil change @ £132 but on arrival I was told I needed a full service @ in excess of £500.
Couldnt fault the whole experience.
My vehicle was cleaned prior to collecting it and I was given a courtesy car to use whilst the repairs were being carried out.
Your service commicates with us
See response to q1 above
Completed as expected
All generally OK. Only real gripe was regarding the tyres: 2, probably 3 needed replacement due to cuts. I'm getting a high attrition rate, wondered about changing make of tyre, offered Pirelli at twice the price with no explanation of why better.
Nuala was extremely helpful and made buying a new car a pleasure
The work on my car was completed to a high standard even though the vehicle is 14 years old. It was presented back to me in a cleaner condition than Id taken it in for the recall to be done. Fab coffee to while I waited.
Problem free as usual
Car was booked in at late notice and the appointment needed to move because I'd double booked. No problem to Coppers though. Very accommodating.
Staff couldnt have been more helpful and friendly
On time, cordial, professional, communicative
everything carried out to satisfaction
Completed on time
Although you could not find the cause of the problem with the car, this is as I expected as it only happens every now and again.
I didn't deal with the service of my car, my wife did which is why I didn't reply to your previous request to carry out this survey. I'm only doing it now to stop the e-mails. I can't give honest feedback as I had no dealings with any of it.
As always amazing service Callum went out of his way to get me and amazing courtisy car! Thank you Callum and Louise perfect everything so thank you :)
Car all done in time, everyone I dealt with was very pleasant and helpful.
It was a warranty battery replacement completed wit no hassle.
We waited whilst the vehicle was serviced, very quick and efficient
Good customer service regarding the actual service of my vehicle and although it didn't impact on me there was no offer of coffee etc. This is not really a major problem!
Service details given with clarity.
Always room for improvement
Everything was done on time and in a professional and friendly manner
Always treated like a special customer and made extremelly welcome.
Everything was very efficiently handled and Louise Parsons (service advisor) was excellent at her job, making initial contact with us before our visit, personally overseeing events and following up our visit by e-mail.
Any service undertaken has always been done to my satisfaction with any problems clearly explained to me in detail
Visit was arranged with a loan car work completed as planned.
timely appointment and succinct feedback
Car serviced, MOT and cleaned inside and out - Great.
Kept fully updated with service. Video of problems identified on car was very helpful.
Its was very satisfactory
More difficult making contact now than before and the courtesy car arrangements with Enterprise was a surprise and a drawn out affair.
The 5 stars are all credit to Callum SmithWho is absolutely brilliant, the service was organised effortlessly on email and his attention to details is top notch. He is courteous and solved all my problems.
great service every time
Great staff great after sales
Work was carried out and loan vehicle provided just as I was told it would be.
Very satisfied, On collection Callum was very helpful and friendly. Yasmin who saw me on collection of my car was again very smiley and happy. She explained what they had done and any issues they found.
Quick and thorough with video review of the damage to my tyre
Work completed on time. Not completely satisfied as would have liked to see the application for goodwill repair of the DSC Unit in order to follow up further
As a previous customer I get to deal with people I,know and who know me. This makes the transaction much easier and quick. They know I can provided what they need quickly and therefore start to end in 7 days was no issue.
The car wasn't cleaned or valeted. Really disappointed. I'd put off washing the car for weeks, knowing that it was booked for a roof recall, service, and fault with door. Apology given - issue with the "new cleaning staff & language barrier"
Well organised, kept me informed.
Same as above. Great service. There is a wonderful team of people there, all of them make the Customer feel important.
They did what they said they would do
we booked our car in advance and had to wait for a day when we could have a courtesy car. when we arrived we were greeted with a 'can we get you a taxi as we don't have a car for you to use as we are really busy today?' we did get a car in the end.
My car was attended to on time & ready, having been valeted at the time stated
Dealt with me politely, flexibly and sorted my issue above expectations. Very good customer waiting environment.
The service was booked at a convenient time, the paper work was simple and the courtesy car clean, ready and appropriate. The car was in for a recall (airbag) but the service team managed to fit in the first 'annual' service too.
as above, the only think we had to wait a long time for the car to be booked in from the initial contact.
Right from the start, Callum greeted me and got the technician to come and listen to the fault I was having with the car and then looked after the transition of a hire car.
As far as I can tell the car seems to be running well but of course one never knows what goes on in the Service Bay. My car may have been serviced thoroughly or corners may have been cut. Usually I will take my cars to Ralph Stephan because I trust h
Work carried out in the time which was quoted and the additional 'extras' which were carried out are much appreciated.
Car was not washed on our arrival. I think on a service trye pressures should be checked and put right
well looked after as always
I could have said completely but you might get complacent!
The MOT was done more or less within the time frame quoted and the car returned after a wash.
car serviced ok but very poor valet also have asked ref new vehicle no phone call back
really happy with the service i received
I have always dealt with Gavin O'Grady at Coopers of Norwich in purchasing my last seven BMWs and his help and friendly advice have been exemplary. The staff on the service counter have likewise been superb.
Customer service staff are much more friendly and willing to help than before.
Told hour and half and turned out to be 2 1/2 hours and wasn't spoken to in this time just sat there, plus I have only had this car since January and I have been back 5 times, 4 times being faults, granted the latter isn't the service dep fault
First class staff
Same as 1.
i purchased a 5 year regular checking plan. my car was checked on 31 Aug 2017. however, i did not receive any report of the checking. i did not know what have been checked in my car. i hope that a report can be sent to me by email.
For same reasons already given - the member of staff was very helpful and gave a perfect service
I was informed of the service requirements and repairs under warranty which included the replacement of a component which was undertaken all be it with the car being left overnight . This was promptly carried out and the car available for collection
Whenever I have had a problem, which is not very often, every problem has been sorted with no hesitation as soon as possible, and to my complete satisfaction, by the nicest of service staff.
As above; car collected from my home and returned there in the afternoon. after service necessary replacement brake ads and first MOT.It was washed and vacuumed before return.
everything went as promised, lift to work taxi to collect car
Problem was explained and completely rectified without fuss
Service manager haggled on the price of tyres and equalled the equivalent cost from a local tyre dealer.
The experience was very good as the staff were very helpful throughout
The service was good but the car cleaning was not 100%
So far after having three BMW,s any problems I have encounter have been rectified with no fuss and no problems.
Great staff, excellent service and of course the best cars in the world.
The team at Cooper Norwich make me feel highly valued
charming person organised the service
see aboveJonathan Robinson very good communicator and helpful
Nothing to add
personal service exceeding expectations
This dealership is the best all round for service and care
Post sales telephone call was not followed up. (Note I am not sure why this question specifies Cooper Norwich - I deal with Cooper Reading usually)
The personal in the service department are fantastic its their seniors that are inferior
Organised listening to my need
Staff were friendly and looked after all my needs
The individual I was dealing with (Clare) was very helpful and efficient.
Everything done promptly, good staff, cost reasonable
When I collected my car the radio station had been changed and the volume was absolutely deafening. It had been road tested and the mpg readout was so low as to indicate the car had been driven inordinately hard.
Nice people that work there and car always returned in A1 cleanliness
Good friendly staff with expert knowledge of the product
The above information relates to a service I had at Lancasters Bury St Edmunds on the 10th June,2017. The brakedown experience I had on 10th August 2017 when my car went to Coopers of Norwich I was extremely satisfied with, they were very helpful.
There was nothing to be improved
All work was carried out on time and I was updated during the day
as previously said i had excellent service, by wonderful service staffplus my car feels better to driveso will be going back to cooper norwich next may 2018 for my MOT.
The experience at Cooper Norwich is better than any company i have been to. I was warmly greeted by Yasmin Anderson, looked after with refreshments and kept up to date with the work which was quick and professional. My car is always returned gleaming
Very smooth operation
THE MEMBER OF STAFF CALLED CLAIR ON THE SERVICE DESK WAS VERY HELPFULL AND FRIENDLY
Very polite reliable service
Service is good it's the car that's the problem.
I've ended up with the exact car I wanted.
Great service from Gavin O'Grady at Coopers Norwich - so helpful and very professional.
The car was ready when they said it would be
Gavin O'Grady was excellent at every step throughout the buying and hand over scenarious
Friendly Staff , Professional approach , Met our needs ,
Warmth and understanding of our requirements throughout the process with no pressurised selling.Delivery from Germany - we were always kept up to date regarding the delivery time scale.
Very knowledgeable and helpful on any questions I had.
Very approachable and respectful.
The lady was very excellent.
Every stage of the purchase and delivery process was professionally-handed and made me feel like a valued customer.
I felt like every question I had was taken care of and that I was being given quality time to learn about and enjoy my new car. Sometimes Ive felt rushed or unimportant, and it was great to feel welcome and appreciated. I will be returning.
Christina Drabble was excellent at keeping me informed throughout the process and making sure all my questions were answered.
Christina was extremely pleasant and knowledgable and at all times had my needs at the forefront.
Very friendly and professional and made my experience exciting which is what I wanted from getting my new car!
Again all about Will great service
Friendly, supportive and knowledgeable staff. Jamie is a credit to the BMW company.
Once again they did everything they said they would for me.
As above, the whole experience was a pleasure
The staff I dealt with (Nuala and Simon) were knowledgeable and professional. This made selecting the final specification of my car very straightforward.
Questions alyways answered. Took time to explain very welcoming. Nuala was a very good salesperson.
Fast and direct information led to a speedy agreement and sale!
Very welcome to informing me of progress
Very good staff, knowledgable and willing to go the extra mile to accommodate my needs. The process was quick and easy. I rung a couple of times to sort out some issues out and the salesman was always very helpful and polite.
Knowledgeable and friendly sales staff who will listen to your needs. Nothing is too much trouble. All experiences with the sales team have been good.
everything was done very quickly and as promised.
Again couldn't fault the experience.
As previously stated exceptionally hard times for me but environment and staff easy to be in
Please see above. Jaime Waite was outstanding.
The staff make the entire process a pleasure. You are made to feel valued and your sale matters. I have dealt with many dealers over the years and you always feel the salesman are putting it on to sell you a car. At coopers you feel like you matter!
Everything went smoothly
Again Colin Chandler and Simon Parkinson kept us up to date and well informed. There was one very small issue of what was on the quotation, not worth going into detail about as Simon very quickly resolved in Colin's absence.
As an existing customer my wants and needs were fully met.
The salesman, James Hurn was both courteous and patient. he had time to answer all our questions and was helpful in sourcing the car we decided on
The only draw back was our salesman told a friend we'd purchased a car, before we'd told them. Not sure if you have a confidentiality protocol, but surely he shouldn't have discussed our purchase with anyone else?!?!?
Our overall experience was excellent. Will is a superb salesperson. Thank you - I love my new car!
Colin was efficient, but friendly and attentive. He took as much time as needed to explain everything in detail, and nothing was too much trouble.Coffee was plentiful too!
Made to feel very welcome from the moment we stepped into the showroom, throughout the process there was no pressure from the sales executive who was highly knowledgeable and really honest regarding options available.
Brilliant service from start to finish
It is the first time I have gone into a car showroom looking for a new car and come out having purchased one without walking away to think about it.
Same as above
I was made to feel very comfortable without any pressure being given to purchase a car.
Very professional operation.
Amazing service, made to feel very special and shared in my excitement
The car was available on time, and presented in a pleasing manor. Staff were very pleasant and helpful. The period leading up to availability was well managed with regular progress reports given.
We were kept informed by Christina Drabble throughout the process. Our options were explained in detail. We were not made to feel under pressure. Excellent showroom facilities and we felt very comfortable making this significant purchase.
Great to here and thank you for using us to buy your BMW - it would be great hear how it compares to the Land Rover when you're back in the Norwich area.
Extremely satisfied very attentive everything was explained
All the staff were so friendly and polite
Very good service
We went to have a look at used cars and I ended up putting a deposit down for a brand new car the same afternoon. Very happy!
Friendly, helpful staff and pleasant atmosphere.
Thank you for the comment regarding staff friendliness and atmosphere. You can't manufacture that - it has to be authentic.
As above - even though I wasn't buying the most expensive car in the showroom I was treated like I was with all the care and attention to detail. The handover was fun and made the whole process feel special!
Colin Chandler who we dealt with was extremely helpful, explained everything along the way and the showroom itself was a nice environment.
Will was very good at his job
No problems from the start to the end of the process
Extremely good overall. One thing I would have loved to have is more visibility on the status of the car build.. maybe a website link or something that tracked the build. When you're waiting for your new car, 3 months is a very long time!
We were well looked after and not pressured into making choices. We were given time alone to discuss the purchase before making decisions.
Knowledgeable sales person