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Car was not ready, was only told at 4pm despite me telling the staff I finish work at five and would need my car. Not offered a courtesy car or taxi home.The next day nobody told me my car was ready, I had to call and request a lift.
The local dealership are very efficient
My key point would be when I dropped my car off and needed to transfer my childrens car seats over into the courtesy car it was pouring with rain and the service desk lady came out with umbrella helping to keep me dry and my 3yr old occupied.
Very efficient, everything explained, extra costs cleared in advance. The only niggle is that it is almost impossible to get a courtesy car
The only reason I have given a 3 star is that in both occasions my new BMW had not been cleaned inside or out after its service . I then had to wait 45 mins for them to do so after I had told them on the second occasion it hadnt been washed .
Please refer to my 1st response
Would have been good if you found the problem with my steering first time! But when I returned the car it was dealt with very quickly.
The only issue was the lack of staf on the reception desk on arrival. It was a busy morning with only one postion manned and the young lady was fully engaged with another customer swo I had quite a wait to be seen .
I was completely satisfied with my visit, but the tyre treads remaining were greater than those given 5 months previously. I returned and you checked and confirmed that the earlier ones must have been wrong.
A great experience provided by a skilled and customer focused team.
High standard of service.
Very easy to use and stress free experience.
1. 3 week wait for repair to engine/gear fault as no courtesy car available. Provision of BMW emergency no. was an insult.2. Paying for screen wash clearance when only BMW product had been used.3. Watermarks and cleaning residues dried onto fascia
Helpful staff, fantastic to get a free spring check, received notification when my car was ready which was convenient
The team do their best and look after me well. Chris, Simon P and Chris M especially go out of their way and represent your brand well
All good except warning light has immediately come on so need a call to resolve
The two people looking after my enquiry, Tom Chandler (Service Advisor) and Giles Toop (Workshop Controller) were both extremely nice and extraordinarily helpful.
I was kept up to date what needed doing to the car. But was somewhat disappointed that I had to wait so long for a rear silencer because it wasnt kept in stock. Once the part was made and shipped over from Germany bmw got it straight in and done
Great no problems
Understood that with the service you offer a complete valet.This was not the case and in future I will not even bother to have the car even washed.
The staff are well spoken, friendly, knowledgeable and very helpful.
Great staff well looked after happy to help with any problems
Mark Small , Ian Copeman and service advisor Faith Ames all top notch.
Loan car waiting and parts had been ordered so I had my car back straight after lunch
Clare Hart is superb!
The service to the car was great and the booking in was excellent as I had to change my appointment. The hassle was taking the car and collecting it
Service and MOT took longer than normal but that did include changing a part under a recall.
Turned around quickly, good courtesy car service and nice touches like video of general vehicle health check sent whilst car was in for work.
Price wrong and then advised car would be valeted - upon collecting - streaks down side of car - rear mats hadnt been lifted to hoover - boot hadnt been hoovered - reflected badly on brand
All was satisfactory but there was some delay in informing me that my car would not be ready the same day.
I had to keep on ringing up for an update especially as car was taken there by a recover service I would have expected customer services to ring me. Apart from that the lady who eventually dealt with me was charming
All things explained before you leave.
I was very pleased with the spring check but unfortunately I was a little disappointed with the map update which is a long way behind other competitors. I don't think this issue can be connected to Cooper BMW Norwich but more BMW in General.
Good communication. Nice helpful people.
Whilst waiting staff were attentive and received an email with video showing technican inspecting car. Once service completed was informed of work carried out and was dealt with very personably
Car went in as above but they did service it as well, saves another visit
The fault on the car was fixed.
Again everything worked smoothly
I took my daughters golf to the local independent garage for an engine light problem. They noticed a blown bulb and replaced it for free...I have never been there before. ....i spent 45k with you 5 months ago and you charged me £15 for the same thing
Only let down was the Wash. The car wasnt cleaned very well and infact the interior was dirtier than before i dropped it off for the service..
Everything was done very efficiently
Staff polite, good service
From collecting my car to returning it to me whilst being kept up to date by a phone call and an inspection video, the whole experience was seamless.
All down to Jonathan Robinson's attention to detail
No transfer to city centre while car is servicing. I need to walk when raining.
wasn't stung up/overcharged for any work that was done, also liked the informative video of the service that was presented on the internet .
They let me buy a car with an obvious defect, I didn't see it when purchased as the roof was down, sneaky trick.The repairing of the car was terrible, they broke covers and just did not replace them, let me drive away with warning lights on. ..
We were given a quote but when they came to do bill it was nearly £300 more! Said it was because they didnt realise our car was an msport! Very odd and disappointing.
Fix problem, courtesy car provided.
The usual efficient and friendly service, and the standard of the car valet was exceptional
Very satisfied , especially with our contact with Faith Mays.
Everything was fine
Always get good and thorough service from them and treated with courtesy.
Work was done at correct time and good communication from team to customer.
car was not very clean inside and stank
Very smoothly conducted
Very courteous and professional service with full explanations plus a very good car-clean inside as well as outside.
Car ready on time however valeting was up to the standard one would expect from BMW
no issues and turn around/waiting time was acceptable this time
Very efficient. The whole team at Coopers are professional and friendly.
Simple job overran
The person looking after me at Cooper Norwich (Claire Hart) kept me fully updated on my vehicles progress, she was pleasant, courteous and highly professional. She is a credit to Cooper Norwich's service team.
The reception lady and the people who makes you a coffee are very nice . For the Valeters very poor the car was washed and they never touched the alloys all water marks on the car for a quality car not much care very disappointed
wrong part ordered first--had to go again after waiting over 1 hr before being told that wrong part ordered
I am a loyal customer to BMW due to its product and after sales care
As always Cooper went the extra mile to get me going after I had ruined my car in a flood. Faith in the service department and Christina in sales (helped by Chris when even she had to give in to sickness) mad a very painful process very much easier.
Answer as question 1, plus could not fault work done on car
Because I was
Easy to book car in. Job completed complete with complimentary wash and safety check.
As above - did not live up to the high standards normally provided.
As above, plus good coffee and plenty of papers to read whilst the car was being serviced.
Prompt efficient polite. I was on holiday, my brakes failed, Coopers put themselves out to help me.
Efficient and friendly as always
see answer to question 1
still waiting to hear back about an issue found with my sat nav auto update.But ultimately I am disgusted with the valet that was conducted on my car. I pride my self on the appearance of my black car, and the swirl marks its now has are horrific
Showroom excellent as are the reception staff And booking staff
Everything was explained to me......everything I asked was carried out.....all with care and friendship. I felt wanted and important by the staff; nice feeling !
While you wait service was completed as specified, and with the time frame given
Service & mot went very smoothly & was kept informed throughout. Car was ready when requested & I was very pleased with the Service wash.
Service at Cooper Malton
Not too much more could have been done
Previous visit this year had video report stating from n/s wheel was buckled / flat spot. This time the wheel wasnt reported on. When company attended Home address to repair wheel not damage was found. Frustrating as the first report was wrong.
They are always welcoming and friendly, jobs are always done to the highest standards.
Collected and returned the vehicle with telephone updates inbetween. A more personal service this time than prior services.
Last October I renewed my connected drive facility. However the split screen capability did not operate (as previously) after numerous phone calls and emails last year, I was told there was an ongoing issue. This still does not work. Very poor.
Everything done as requested.
Staff were pleasant ,kept me up to date on things and seemed to give good customer service. The cleaning of the car inside and out was poor I had an Audi before and there after service cleaning was excellent . Perhaps i was unluky being a busy day.
All work carried out as asked
Always given a warm welcome regardless if you are buying a key ring or an M4
Great customer care
Same as above . The car alway come back cleaned and done on time
The car was collected, repaired and returned with as little fuss as possible
Prompt attention, friendly, informative, to time.
Done on time
Nothing is too much trouble.
The dealership and staff were polite and professional, but with a friendly demeanour.
My query was fully resolved
No issues at all and clear explanations given about my car visit.
The service was done in a timely manner on the date and time arranged and I assume that it was done satisfactorily but I'm not an engineer. The provision of a driver to take me back into the city and to bring me out again to pick up my car was good
Very well organised at drop off, kept up to date throughout the day and pickup was quick, what lets it down is upselling insurance on a courtesey car this feels like profiteering to me and not something I have experianced with other brands.
Very helpful thanks
All done as proposed
Coopere give an excellent service and visiting them is a pleasure
Really good experience. Coopers keeped us informed on a regular basis of what was happening with our car.
Loved the video that was emailed to me incredibly informative. Could have kept me in the loop a bit better about the delivery of my car back to me
Did what was asked of them at an affordable price
Friendly, helpful staff. Good standard of work on car.
Efficient, friendly, quick service, polite young lady who was very helpful, coourteous
Only down side was the service indicator was not reset had to back to BMW later to get this reset.
I arranged a loan car but en route I got a call to say that a loan car was not available , I said we had an arrangement and I needed a car , on arrival Tom in Service had found me a car , good outcome!
Efficient and informative.
Pretty good all round, although I specifically asked for them not to move the drivers seat as it takes so long to get perfect. They moved it.
I have scored full marks as Faith May really understand customer service and is a credit to your brand and the dealership. She should be put forward for a customer service award for sure. I would buy a new car from Faith!
VERY HELPFUL STAFF
From first contact made by Coopers all ran very smoothly.
Very good service experience. Comfortable waiting area and lovely showroom to look around whilst you wait
Completely satisfied from the limited amount of work
I had a few issues after the work was completed but these where very quickly explained and put right.
The visit took a little longer than I expected. I was told a price for pads and a price for pads and discs. I wasn't told that discs needed doing. It was done and I was charged.
i would highly recommend the service department, as they are professional, knowledgeable, courteous, friendly and timely
Again, based on the experience I've had
Excellent service polite helpful
My recent service problem was dealt with quickly and efficiently - all to a very high standard. It was particularly interesting and useful to see a video showing the cause of the problem.
The service I received from the staff at Cooper's Norwich for the two damaged wheels on my car from pot-holes was just fantastic they pull out all the stop's and had my car back with me within 24 hours, That's serivce and team work at it's best.
No problem booking in, Claire in reception was great, very knowledgeable, great girl a real asset to Cooper Norwich.
They do a thorough job I double quick time
Having our car picked up and returned is a great bonus.
The service was great and the staff member really understood what we wanted and needed from our new car.
During recent agreed service plan everybody was so helpful
The fault was found and rectified quickly and efficiently.
My car was given a thorough inspection and all work was carried out on time cleaned and handed back with a good explanation of all the results from the inspection
I felt I was being treated as a valued customer. More importantly, I received confidence that my car was checked thoroughly and was kept abreast of progress throughout. It was a bonus for the car being cleaned too! Friendly staff.
Could not have done more. Found a puncture in my tyre that was not going down so i had not detected it. As I had tyre insurance this was changed as part of the works it was in for. My sincerest thanks to Jonathan!!
To get a completely satisfied rating I need more variety of biscuits with the coffee!
Work completed in time expected, helpful staff
100% satisfied . Staff were informative knowledgeable polite and respectful.
Good interaction with staff.
The lease was arranged through Motorbility.
Salesperson was professional and helpful
Because Nuala Hawes-Butler was excellent. Good communication all the time.
Lovely vehicle, good service at the Norwich branch, reasonable offer for my old car, partners prepared to negotiate price and offer on my new car/ old vehicle.
Quick, easy and efficient service.
Simon was Very professional in his approach and made us feel a very valued customer. We were also updated on the status of the car during the preparation. The handover was an amazing experience.
Please see no 1 above regarding the customer experience. The staff were very efficient on the day we picked up our car and there was plenty of help and advice about the technological differences in the car itself. Plus of course the car is a delight
Nothing is petfect
Whole process was good but there was a mix up over the MOT requirement for my own vehicle. This was rectified by staff but did cause stress at the time.
I was very impressed with the friendly and professional staff at the dealership
excellent help from Coopers Norwich. Salesperson Colin Chandler made the test drives and the sales process very easy. I would and already have recomended him to family and work colleagues.
This is my 3rd car from the same Centre. For my 1st (used 3 series) I was given gift packs for my children, flowers for my wife and a t-shirt for me. For my 2nd (a new 3 series) 3yrs serving, wheel and tyre insurance. For this one (a new X3) nothing!
Excellent advice and support through from Nuala
Nothing was too much trouble, very helpful and patient service
Our salesman was so helpful as was all the staff at BMW.
It is a nice building, very clean. The people working there are friendly, polite and knowledgeable.
The staff at Inchcape Cooper BMW are extremely good and value their customers.
Greeted on arrival and offered drinks. The sales assistant, Sean was very helpful, ran through all the details and options on the car i wanted and answered all questions I had.
As the company fulfilled all of our expectations
Always friendly, helpful & knowledgeable staff
Excellent Sales manager not to pushy did not feel under pressure
Colin the salesman I delt with was the most helpful one I have met with. He did not try any hard sell.
No issues at all
Great salesman easy to chat to and made buying my new car a good experience
Excellent! The car was shown to me via a video app and the guys were constantly asking if I wanted more which is great. Every detail of the car was explained and delivered on time
Everything was explained to me thoroughly and on collecting my new car Nuala ensured I was entirely happy with everything before I left, which I was.
Location of business. Interior layout was to a very high standard. You were allowed to stroll around without being hounded. The member of staff who looked after my purchase , kept me informed all the way through the process.
Bit of a minor mix up with the final invoicing otherwise would have been completely satisfief
See answer above
Could not fault in any way! The whole process was 1st class service!!
Colin Chandler and Simon Parkinson were fantastic - helpful, flexible, proactive, worked hard to offer a great deal.
Smooth transition from previous PCP
Ready on time with plenty of time to be briefed on the key festures
For all of the above reasons plus the links to the on line information technology specific to my car. This enabled me to learn about the car prior to delivery. This certainly helped as this is the first automatic gearbox car that I have driven.
We where completely 100 %satisfied we felt at ease never felt under any pressure staff where helpful . Again as from first comment Gavin gave us a100% he is very professional at his job we didnt have to worry about anything he sorted it all