A mix up over ordering parts delayed the completion of the job. However, the Norwich staff and manager went out their way to apologise and most importantly make things right.
Dropped my car off for recall the next day - BMW managed to carry out work if I waited one hour - great but had to alter my plans - considering I was told they would need the car for 24 hrs
The staff were all friendly and knew what they were talking about. When I explained an issue I had with the car they took me through the various options to resolve it.
Car service takes all day. Cooper Norwich out of town so had to wait quite a while at the garage (boring) and the car was not ready on time because they were busy.Trusted in the car service I received. Quality service.
professional and knowledgable salesman, kept in contact and offered greta advice
Nowhere near as easy to deal with as Listers at Kings Lynn who are my dealer of choice. I am prepared to drive 40 miles to deal with them instead of Coopers, who are an unfortunate necessity due to Postcode
I asked for air pressures to be checked in all four wheels. But there was a different pressure in all four wheels.
There was nothing wrong with the service I received at all But I was told my car would be cleaned inside & out this may have been done but not to a very high standard
It was noted on the video that I had a slow puncture in the rear off side tyre with a screw in situ, causing this. Not informed verbally about this.
Easy to book, service completed quickly.
Easy process and my point of contact at Cooper's Norwich (Callum from memory?) was excellent.
All my calls are recorded, when I booked my service I confirmed the date on the call. To then turn up on the day to be told that I have got the wrong day and to come back then. I listened to my call to find out I had turn up on the correct day.
Overall the service was very good indeed. The only issue I had was that it took longer than expected and they tried to tell me my rear tyres were needing replacement at 4mm depth!
Always professional and pleasant staff
Faith is amazing! Please send her my sincere thanks.
Because your customer service is excellent. I was a Carrs BMW customer but they have a different approach to customer service.... They don't bother.
The actual service was brilliant. Health check and wash appreciated. Was promised quote on the bodywork - when collecting vehicle was reassured that photographs were taken and quote will be sent by email. Still not received.
Customer care was good however the lack of availability of a courtesy car was very inconvenient.
I asked for some items to be checked and although I was told all was well I still have the rattle on front nearside suspension and cannot work out how to get full air flow through the drivers side air vents.
Really friendly excellent service where the car was dealt with exactly as needed with some extra issues fixed under warranty
Staff at the service desk were welcoming and polite.
The team in Norwich are always extremely friendly and provide an exceptional service. From the service reception team to the main reception team.
Because on the service or mot you did not check my rear wiper blades disgusting
Courtesy car I was given was damaged and not made aware of it before collecting it.Finally they refused to provide / sell me a replacement front plate holder that was damaged by a pheasant and ended up having to go elsewhere to source one.
The service and support was excellent from start to finish
Because the service manager Jonathan went out of his way to carry out a scheduled service on my 420d and change my winter wheels for my summer set in less than two hours, because that was all the time I had. It was superlative service, standard here.
Excellent staff on service desk. Although the car was only in for a tyre change, the staff were extremely attentive and ensured the visit was as comfortable as possible
Kept fully informed, was phoned to authorise unexpected expediture.
Completely satisfied with the service on the car. Could not be tempted into a further purchase due yo the price increase compared to a purchase as a new customer.
They do what they say they will, on time and with friendly politeness
Had no problems at all in getting things sorted out.
FIRST CLASS SERVICE FIRST CLASS STAFF
Excellent service and customer care
Service completed early and helpful when the car was dropped off.
service staff rang me to book a convenient time for the service. I was told how long the service would take and when my car would be ready for collection, washed and valeted. all went as planned and the service desk staff were friendly and informativ
Our car was picked up at home and delivered back by the Servicing Manager. The MOT was carried out, and I was informed of the detailed findings by telephone. The car was cleaned inside and outside and delivered back in pristine condition.
Had to wait over an hour to fit rear bulb. Seemed a bit long?
Didn't have my washer bottle filled.
I don't like the call centre linked booking system. I would prefer it to be organised by the branch.
exemplary handing of whole experience by service staff
I was seen on time . The job was completed on time . The MOT ' advisory ' was explained correctly . Staff were , as always , courteous and I went away satisfied .
Everything was done to my complete satisfaction, from customer facing receptionists to returning the car in pristine condition.
Everything was carried out as arranged
Everything was perfect from the moment I walked in the door
Everything was well organized
Right from the start of booking through to the visit, which included a gentle reminder and confirmation call the day before
Excellent service. I had a couple of test drives and was looked after by all staff I dealt with. Special mention of Jonathan Rosenberg and Christina Drabble.
I was quoted one price over the phone, but another in store. They also said they needed my car for several hours, yet it was on the ramp for less than one (dash cam footage) so I believe they did not fully check what I asked them to do
Car collected and returned on time with courteous service.
No problems experienced and kept informed
Excellent service by Louise from service and mark swift for dealing with problems with car under warranty Many Thanks
efficient and friendly service. Faith was brilliant throughout and made it very easy to do business with Coopers
Overall helpfulness car collected cleaned all as promised
Jonathan in service once again has been fantastic the car was picked up on time and delivered back on time with a progress report on the service throughout the day.
Friendly, effective and worked quickly.
No issues raised from booking to efficiency or service received.
Prompt attentive service. Clear explanation of work undertaken. Within the promised timeframe
Friendly staff, good service.
Always courteous, explain cost upfront, and always keep you informed whilst you are waiting.
I did'nt expect anything less
The service was completed relatively quickly (I waited), the car was washed but it was still dirty at bottom of wheel arches
Because the best mr Chris Page workshop controller was very helpful ????????
Unable to resolve problem at this visit so not completely satisfied, but ok
Every time I visit coopers Norwich I get treated like royalty , they have a gift for making you feel like you are the only customer there.Love it
Very helpfull staff and listened to my needs but didnt push in any way
Prompt action; arranged for my car to be checked out next day
Largely down to the efforts of the service adviser Faith, who was friendly, professional and extremely helpful. She ensured that I had daily updates on the progress and expected costs, whilst arranging discounts in recognition of the age of the car.
Everything was completed as requested, and my car was immediately available after having been washed.Suggestion; Before a client's car is moved, the seat's original position is memorized, so it can be re-set afterwards before collection is due.
Jonathan always goes out of his way to help both me and my parents who also have a BMW
Friendly experts dealt with my visit
All ran smoothly and everything carried out as promised . Mark Swift was especially helpful
Faith Mayes was excellent, she was able to have my problem dealt with immediately when I turned up without an appointment, then booked the car in 1 week later to have it rectified, definitely the best service i have ever had from a dealer.
Faith was very polite, friendly and welcoming.
Everything was well organised and the work was carried out in a friendly and efficient manner.
Not only did you complete the work but also cleaned the car and disabused me of my misunderstanding of next service date
slight hiccup with communication - possibly dealing with a trainee at the end of the phone on service desk but management sorted the problem satisfactorily. Actual car service was excellent
Staff and quality of device from start to finish
The work was done in the time estimated with a minimum of fuss and bother.
Greeted and seen quickly. Offered hot drink while waiting for transport into Norwich. The transport was arranged and arrived on time. Very impressed with all the staff.
It's a pleasure to visit the dealer in Norwich and the service I've received has been great, however, last week, I took the car in for a factory recall, which wasn't completed by the agreed date/time. I was very impressed by your managers response.
everything was as promised.
Very happy with the work done and the service Faith Mays gave me.
Fast and efficient
Persistent problem, which wasn't fixed by local garage, fixed and all for £99 of diagnostic test.
Scored 4 as I had to wait 10 minutes before being attended to, very courteous once we got started though
Waited longer than I expected and had to ask for a cup of tea
Repair was performed in excellent time. Only disappointment, I was initially told that work was covered under extended warranty, I paid excess on collection, but then called next day requesting balance of payment was required for all of the work.
Jonathan on service reception always provides excellent customer service.
job completed at short notice in time scale given
The problem was quickly identified and repaired. (Squeak from steering column)
treated very well nothing to much trouble, asked several times did we need any more coffees.
Car passed its MOT and came back clean inside and out
Poor car valet......again.
Very professional service, friendly staff
all sorted quickly and efficiently
Problem solved - no appoinment made and still Coopers jumped straight on it. All resolved with in an hour.
An issue arose with another (2nd) cracked alloy... Coopers dealt with it in my interest...offered me a dealer discount on the new alloy
Booking in process was easy, I was kept informed of the work required and the cost. The car was ready on time and was cleaned.
the service was excellent at coopers but the part required took longer to arrive as it was not in stock
I was happy with the service I received and everything went as planned
Car went in with another issue, which Coopers help bring to a resolution at the same time
Very helpful, efficient and knowledgeable staff. If they didn't have an answer they soon found someone who did.
Nuala gave me very good support during my purchase of my new BMW
It's a very presented show room with a fair amount of cars on show and staff are very helpful.
Chris (the salesman) went through everything with us in great detail and he answered all of our many questions! He kept us up to date with the vehicle's progress through the manufacturing process.
This is the 4th BMW I have purchased from Coopers & the same sales assistant. I was very happy with the car, but only now, almost 3 weeks after I had it am I able to play my music from my ipod.
From the start of ordering the car to collection, the process was smooth and I was looked after including overnight accommodation and transport to the BMW Centre ??
Very helpful and great deal
Gavin our salesman couldn't have been more helpful. This is the second car we have bought and made a point of seeking him out again. The whole team make you feel welcome and ply you with coffee.
In general very satisfied with the whole experience and would have rated it higher ( ie 4.8 ) I was to blame for some of the problems I encountered because I must admit that to feeling confused (probably my fault). However the handover was great
Couldn't fault the service whatsoever
Speed, sales staff (Jonathan Rosenfield.
Very professional and high quality interactions from everyone who was involved.Would have been 5 but for a couple of emails I had to follow-up.
Everything about the sales experience at this BMW centre was excellent, particularly the work of the salesman- Chris Mayes
Colin Chandler made sure that he understood my needs and requirements, and went to great lengths to explore all options available to me, and with me, ensuring that I ended up with a car that I was very happy with.
Great attention to detail. The sales staff were there to identify the best vehicle for us and not just to sell a target model.
Our Salesman was attentive and efficient, Will Smith worked hard to give us the deal and vehicle to suite us and we are very happy with the service he gave us.
Excellent customer service from Laura Albon, Norwich Cooper.The most happiest I have ever been buying a new car with total trust in Laura.
Very pleasant premises. Made to feel welcome. Kept informed of progress. The Sales Executive was polite, friendly, informative but not 'pushy'.
We always receive over and above attention!
Emily was consistently excellent in response times and the manner in which she dealt with the purchase.
Despite a rocky start we then dealt with Eleanor whiiskered who help us choose a car suited for us and helped all the way through the paperwork and an excellent handover Cannot fault her efforts
Exceptional service from start to finish. All questions answered fully and honestly by the sales person Nathan Roberts. Chris Polidano also took time to talk to me and my family. It meant a lot.
Kept up to date with delivery of car. Gavin O''Grady was excellent - always approachable and helpful. Handover of car was unhurried with all details fully explained.
My wife and I could not have been looked after any better, all the BMW staff at Coopers Norwich were courtious to us at all times. We were given all the information we required to make a sound judgement on our purchase.
Service throughout from initial telephone contact to first meeting to collection was excellent
The people I met were very friendly and also efficient in following the BMW processes. And of course the car is stunning.
All staff from reception to sales staff and finance staff extremely accommodating treating me like a special customer.
They did everything thing that could be done to make the handover go smoothly and it was great.
Chris Mayes gave excellent service
What Car put me in touch with Norwich Cooper BMW. Their price was1000s less than Liverpool BMW offered me & their customer care was outstanding - well worth the 500 mile round trip from Merseyside to Norfolk. Happy customer - the 330d's great too.
Because Laura Albon excelled with everything, she is a credit to B M W , everything she said she would do, she did and kept us updated at all times.
Gavin O'Grady was always very professional in his approach with excellent communication and customer service skills
Nothing was too much trouble and staff were very informative.
Staff were very helpful, not pushy and made us feel very comfortable. Nice tea and coffee
Having not met the dealer beforehand (having driven a second hand X3 elsewhere) the process was smooth there were no hiccups whatsoever.
The friendliness, courtesy and care extended to me during the whole purchase of what is my fourth new BMW car. Once set in motion the earlier than expected delivery of the fully specified vehicle. On the day the time taken to explain and help.
Excellent sales customer service and communications
After a test drive we started the process of ordering a new BMW, during this time we were kept up to date with what was happening every step of the way. On collection day we received a full demonstration of the vehicle and left feeling satisfied.
Professional staff, did what they said they would
Great presentation, ease of purchasing the car, great knowledge meant of the car.
The Sales rep, Jonathan Rosenfeld, went through everything. Gave us plenty of time
Because at no time did we feel pressurised. The sales assistant, Nuala, was happy to leave us alone, when asked, but was immediately available to answer our questions when we wanted more information.
Open and friendly staff.
Were very easy to deal and speak with, and was very easy to organise collection of the car.
Was given excellent service by Ellie Whiskerd, where she found the car I liked within my budget.
The sales executive (Jonathan) was excellent, both knowledgeable and helpful.
Ellie Whiskerd was incredibly patient & understanding through the process many emails to and fro, she is a star also Chris Hunter deserves special mention for allowing the switch to an alternative vehicle, well done BMW Coopers Norwich
Found the sales team very polite
Very satisfied, with my experience at Cooper BMW, Norwich.The service was superb, polite, respectful and very knowledgeable.Negotiations were very professional and attention to detail and explanations of the various options were clear and concise.
I've visited quite a few different BMW centres. Cooper Norwich is by far the best in my experience, with a fabulous customer service. Someone there has built a culture that many would do well to copy.
I went in for some advice about buying a new car and made it clear that I wasn't sure if and when I wanted to. Laura invited me to the VIP day and we met with her. There was no hard sell just complete helpfulness
All the staff I dealt with were professional and courteous throughout my purchasing experience from the time I walked into the showroom and was greeted by reception staff until the time I collected my vehicle and it was handed over to me.
The vip event was quiet giving the sales team and ladies on coffee bar much more personal time to spend with me.
Couldn't fault Chris the sales executive. He knew everything about the car