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The team at Cooper Norwich make me feel highly valued
Great staff, excellent service and of course the best cars in the world.
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.
Nice people that work there and car always returned in A1 cleanliness
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.
There was nothing to be improved
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.
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.
Very smooth operation
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 polite reliable service
THE MEMBER OF STAFF CALLED CLAIR ON THE SERVICE DESK WAS VERY HELPFULL AND FRIENDLY
Service is good it's the car that's the problem.
I've ended up with the exact car I wanted.
Two days before my booked service I experienced tyre pressure issues. I rang and explained. This was dealt with no problems on my tyre insurance during the service (nail embedded) and was not seen as an issue. Everything was taken care of by BMW.
Friendly staff, very pleasant surroundings and looked after (refreshments).
It would be nice to know an estimated finish time for the service (no courtesy cars were available so I had to wait) or get regular updates on service progress.
Completely satisfied with the service, from the welcome to the work carried out on my car.
Car was well taken care off, clean amazingly well for free afterwards. Everything was confirmed before we started and there were absolutely no surprises.
Customer Service was excellent, facilities whilst waiting for car were lovely. Car was returned spotless and with a clean bill of health.
all jobs completed as requested and good communications and sent my MOT to leasing company without me needing to ask
It was good
there were no issues with the service and they informed me of a BMW recall which was efficiently organised.
The only complaint I have is I was told it would take an hour and a half. With this in mind I decided to wait rather than travel the 30 minutes back to work. I was there nearly 3 hours. As I run my own business this was not ideal.
there was a problem with the service package associated with my car, there was some mixed communications on what i should do to resolve this , but Yasmin Anderson took it apon herself to go above and beyond to to help me resolve this.
Overall very good, however, not completely satisfied with help from the part department when asking whether it was possible to update software to add Apple Carplay and what cars have this as standard.
The work was completed to a high standard within the time frame
Helpful and efficient
They did all that was agreed upon.
What can I say, I'm completely satisfied.
The service received was very good in all respects.
Everything was done that I expected to be done
see question 1 answer.
Very good service , service manager is a credit to BMW very understanding .
Work was done on time and the coffee is good!
Booked a courtesy car weeks in advance. On the day my husband had to work so I took the car with my daughter and her 2 children. A Mini had been booked which was fine, but they found me a 5 series tourer to make things easier with the children.
Completely satisfied with my last appointment, customer service was first class from start to finish
Everything was as I expect it to be. Only small point is that it takes ages adjusting the seat back to how it was before but I don't think there's a lot you can do about that!
The wait was a tad longer than ideal, but the car came back almost like new.
My service contact, Callum, offered exceptional customer service, over and above the standard. He was efficient, professional and friendly, nothing was too much trouble, he went out of his way to make the whole process as trouble free as possible.
Staff very helpful, the service on the day was done well
No unforeseen issues, work completed to a high standard
I have always found the service team at Cooper BMW Norwich to be courteous , professional and efficient . In this case my car unexpectedly needed new front brake discs and pads , the parts were in stock and the work was done while I waited .
As above-the salespeople were truly customer focused from the warm welcome and coffee to the after sales call
Very satisfied.On last service the car was with BMW all day when I was offered to wait for it previously which would have taken 90 mins. All day seemed a bit long
All issues were addressed and comfortable waiting area
I was satisfied with the reception service , but having bought many cars from coopers and owning two now , I have an M3 which is 7 years old , had it from new , has done less than 7000 miles , it took three efforts to resolve a simple problem .
Very polite and helpful and contacted first thing Monday morning for update on receiving car after it was brought it on Sunday afternoon.
This time it was just an oil service and correcting a fault on my sliding sunroof and both carried out professionally and satisfactorily.
Helpful staff friendly good service Kept informed
Everything was completed to my satisfaction
More flexible transportation from dealership needed.
The latest experience was less than usual standard. On initial telephone contact was passed around departments before eventually agreeing a course of action.On the day when car was booked in the customer service was exceptional as usual.
Total bill was over £1000 and they still wouldn't turn off the service light VERY UN HAPPY
Great personal care from service department, we have grown to trust them.
Refer to above comments.Feel they could benefit from customer training.They let down the overall BMW customer satisfaction you get with the sales team.
Vehicle returned and valeted. Valeting although offered free not fully hoovered inside. Would be nice to be offered more than one drink during waiting period.Quiet area to work with wifi when waiting.
Good service, although slightly slow, but everybody was very helpful and it was all fine.
The servicing was checked and it was explained in detail what they had done to my car and even sent me a video of the tests under my car.
everything was done to make my experience as good as possible
Service itself was well handled as usual. However had to re-visit to get a tyre fitted and although i was told my car was going straight in, we waited an hour and a half !! Mobile tyre fitters take 20 mins!!
Quick and efficient in dealing with the problem.
same as above
Customer service was excellent, we were contacted and kept informed every step of the way, and was not rushed for a decision.
visit went smoothly with good quality loan car. My car was washed and ready for collection on time
Service was very good.
Service Pack didn't cover all items covered in service ???Aircon filters - these must surely be known about.
As reasons above. Service brilliant let down by diagnosis
Responded positively and helpfully to my every need
All good but disappointed that they were not able to give a quote or estimate for the service
The advisor listened to what our requirements were and gave us advice
So easy to book car in, great communication
there were no problems
You did everything expected and timely
We were charged for a brake fluid change even though we were covered by the 5 year service plan.
My car has a service package so was strait forward.
As noted above
good customer service
Friendly efficient service staff. Thank you Callum
Great service from Clare hart, really friendly and helpful
Very responsive to customer needs
Impressed. I particularly like the service video I was emailed. Great touch and really interesting. Well done.
See one above.
I was totally satisfied with the service experience, Jonathan collected the car from my home and dropped it off in the evening, and it had been washed, what more could one expect.
Everybody was very attentive. And although my car is now 4 years old and not worth what it was i was made to feel as though i was driving a new top of the range BMW. Fantastic customer service.
Can't fault the service and response of everyone I encountered - outstanding.
Job completed well and on time
Staff are great and work done fantastic just very unconvinced by not having a loan car.
The valeting offered after service/ repair has always to me, been a little disappointing. Yes it has been done but something always seen to have been missed. i.e on the last occasion front of car hoovered, rear not. Other than that ok.
It was easy to book, my comments were noted accurately and feedback was thorough.
Car was serviced quickly, we were informed of a possible tyre issue and also called when the car was ready for collection, which was before the expected time.
Friendly staff, comfortable showroom and good variety of vehicles to choose from
Car was collected on time and the work was well done
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!
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!
Friendly, helpful staff and pleasant atmosphere.
Very good service
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
Very satisfied because the salesperson explained everything about the car, the variations in purchasing the car and we kept fully informed the whole time.
Initially there was a problem with the order but both Colin Chandler and Simon Parkinson very hard to rectify the problem and I am very happy with service that they both provided.
Great customer service
Sales staff worked with us to get us in the car we required.
All relevant checks and explanations of the car were gone through thoroughly
Not happy how they added on tyre protection to price of car, but as part of a 'deal' to discount cost of car further, this was complimentary. However, they insisted this still had to be paid separately above the cost of the deposit, so felt cheated
Fabulous personal service from the sales representative
Nuala took time to show us the important features on the car and the paperwork part of the process was quick and painless
superb service throughout from Gavin O'Grady who took time to explain everything I needed to know
4.9 pretty much faultless. However your coffee is approaching nuclear temps.....amd that's all I got!
All went as planned, Nathan and his manager Chris were first rate
The whole experience from when we first arrived at the garage was first class from the young ladies on reception, sales, finance all staff were so helpful and professional
Because I had wanted to purchase a new version of the car that I had last bought from BMW (with which I was completely happy) - and it has happened!
Always feel that the help and support of the service is grand!
Everyone I had contact with treated me as an important customer and took time to find out my needs and requirements. Sales exec Jamie waite in particular, was excellent.
Everything was organised perfectly, plus the deal was matched so very competitive.
My car was delivered earlier than expected, I was kept informed at all stages and the car was prepared to the highest standard. It was a very relaxed buying experience without hiccups.
Everything went very smoothly
Quick response to calls/email everyone was helpful/ polite.