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ABOUT COOPER NORWICH.

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Andrew Bracking

Head Of Business

Chris Polidano

General Sales Manager

Simon Parkinson

Transaction Manager

Andy Waterfield

Transaction Manager

Chris Mayes

Sales Executive

Jason Westgate

Sales Executive

Will Smith

Sales Executive

Gavin O'Grady

Sales Executive

Christina Drabble

Sales Executive

Jake Gladding

Sales Executive

James Richardson

Sales Executive

Sean Carr

Product Genius

Yasmin & Courtenay

Receptionists

Mark Swift

Customer Service Manager

Callum Smith

Service Advisor

Chris Yeomans

Service Advisor

Jonathan Robinson

Service Advisor

Giles Toop

Workshop Controller

Tony Russell

Parts Advisor

Charlie Bettell

Warranty Advisor

CUSTOMER REVIEWS.

Our centre star rating is based on customer satisfaction scores from real customers. It is based on information collated by BMW UK over the past 90 days of new car sales and aftersales service transactions, where the customers have subsequently elected to complete a satisfaction survey online or by phone. You will also see below customer comments, which are unedited.

Any queries whether on the telephone or in person by visiting the showroom have been dealt with efficiently with a smile.

Service

Good helpful and HONEST advice. Generates confidence.

Service

Good on technical feed back via MOT test, not any feed back on heath check.

Service

The same reason as i have stated in question 1

Service

Couldn't have asked for more

Service

The service received from Jonathan Robinson

Service

BMW resolved a out of warranty issue to my complete satisfaction

Service

Ease of booking, friendly welcome. Job completed. Excellent service

Service

Twice Norwich have taken our car into their care via Emergency Assist and quickly repaired it and returned it to us.

Service

I paid £99 to have a squeaking brake to be stripped and cleaned. Within 2 weeks the brake is now squeaking again. I have wasted £99

Service

Very friendly staff at Cooper Norwich .

Service

There is always room for improvement

Service

Ease of booking, friendly and welcoming staff, plenty to do whilst I waited, kept fully informed of progress

Service

The work was completed in good time with no problems.

Service

Couldn't have done more, apart from opening earlier to allow me to get to work for 8am.

Service

one phone call and job sorted.

Service

I did ask them to take a look at the launch control as I've never been able to activate it. All I got back was a note telling me to look at the log owners manual, as if I hadn't.Not very helpful!

Service

Cooper Norwich is the best BMW dealership I have used. Louise Parsons was really helpful and advised me on how to update my Sat Nav software including providing some printed instructions. Louise is also a friendly and welcoming representative.

Service

All good

Service

They genuinely try harder to please unlike your Carrs, Centre @ Bury St. Edmunds who sold me the MSport with faulty paint work and treated me disgracefully when I lodged a formal complaint.

Service

Did everything I expected ahead of time.

Service

This was an interim service but additional work was sanctioned following a call from the technician.

Service

Jonathan collected my car from my house and delivered it back. No hassle. Excellent service

Service

Easy process from booking to completion.

Service

Repai took longer than estimated I was told 90 minutes actually took 2.5 hours

Service

Staff were helpful and knowledgeable

Service

Problem with car that required a spare part that wasn't in stock, which required car being kept in over weekend. I wasn't offered a courtesy car.I was told I'd receive a call to let me know when car was ready, which I didn't get so had to chase.

Service

After the car was booked in for the service we were kept informed by e-mails and telephone calls. We were extremely pleased that the car was collected from our home for the service and returned afterwards by a very pleasant driver.

Service

Service was excellent

Service

Overall the experience was quite average. The servicing was disruptive to my day-to-day life, since the wait for a courtesy car was over a month. Other than this, it was OK.

Service

Always polite, efficient, and accommodating, though customer parking space is sadly lacking.

Service

Prompt professional service keeping me informed at all stages

Service

The regular service and a coupe of little niggles were all sorted in one day

Service

The work was completed in good time and the vehicle was returned cleaned

Service

Very helpful and informative

Service

Can't fault any apart from the fact that it was not made clear to us that had we asked the garage to organize the return transport we would not have needed to pay a taxi.

Service

As stated above very helpfull and efficient you couldn’t ask for more.

Service

Top car and service EXCEPT the PPS system which is just a costly expense waiting to happen.

Service

Please read above

Service

No trouble bookin, car taken into workshop promptly and work carried out to spec.

Service

Was well looked after as I waited for my car to be returned.

Service

Prompt service, good coffee & my 6 Series came back lovely & clean.

Service

friendly efficient & professional

Service

Everything went smoothly as planned, staff were friendly, the showroom is a nice place to be.

Service

Due to delay in getting the parts

Service

Not all of the work i was expecting was completed.

Service

4.5 stars for service.5 lost for price

Service

Free MOT and easy appointment booking

Service

Dealt with in a professional and timely manner

Service

The work done was fine but I needed a new tyre and they wanted to charge over £200 compared to around £130 by every other tyre specialist locally ...maybe they need to look at their supply contracts ..or maybe it was just them adding a huge markup !!

Service

Just get good service every time

Service

ive only marked this down one star because of a small thingThe service department were excellent, but whilst waiting at the coffee bar, not one person/receptionist from Cooper's offered me a coffee, even though they were getting their own

Service

To be critical the complimentary car wash was a bit shoddy, didn’t think it had been done at first. I took car immediately to be washed again locally.

Service

see above Although - service and MOT were completed, helpful summary and video of inspection

Service

As above.

Service

I got the date and time that suited me and was on my way home after an hour and a half. Excellent

Service

As stated above, the service itself was thorough however no mention was made of the chipped windscreen and time taken was 1 hour longer than anticipated.

Service

flexible. helpful. did what they said they would do.

Service

As mentioned above, although the work has been carried out to a satisfactory level the staff always seem disinterested. I had a recent experience where when I collected my car, the service advisor seemed unaware what work had actually been performed.

Service

Good customer service. Polite and informative.

Service

I like the 2 year guarantee

Service

Managed my expectations on time & cost

Service

Dropped the car off, was given a courtesy car and called when mine was ready, seamless throughout.

Service

When car was presented to the service desk the customer assistance was unfriendly and uncaring. No willingness to help. Only informed that I’d need to speak with BMW Emergency Service as they had made the arrangements. No ongoing help was offered.

Service

The car is very reliable. Any maintenance required is quick and successful. The Car is given a good clean inside and out which I like! I don't mind waiting at BMW while it is done.

Service

Please see my answer above.Not once in 35 years have I had cause to complain.

Service

The work (service) took longer than stated which wouldn’t have mattered had I not waited in the showroom or had been offered a taxi back to pick up later (this has been on other occasions). However, the work itself was completed to my satisfaction.

Service

Friendly staff went the extra mile

Service

Excellent customer service and work.

Service

See above

Service

Generally very good, though am still waiting for a call back regarding m-sport parts which has been promised twice and not been received.

Service

I am always greeted in a polite and courteous manner

Service

Friendly, helpful, competent staff. Comfortable surroundings-including seating area with a range of complementary drinks & magazines/papers. Complementary taxi into town & back. Video sent to my phone of vehicle inspection.

Service

They are helpful but i went there for a warranty claim and 3 weeks later i have heard nothing about when the work will be carried out.

Service

I was kept in the loop throughout the whole service and repair process. The car was left with you for a week as I was unable to collect it. The staff were courteous and polite, and now the car is a joy to drive again

Service

Every time I put on service all spare parts is original and washing.

Service

Friendly staff, very helpful providing good quality coffee whilst I waited for service to be completed.

Service

Always get satisfactory service with a smile

Service

My alloy wheels have started to corrode asked them to have a look they said there's nothing they can do under warranty as the wheels have already been refurbished which seems unlikely given the car is less than 4 years old & its how I bought it

Service

Performed in the time frame. Sorted any issues and kept in contact.

Service

returned on time washed and hoovered

Service

The level of service was highly professional and efficient. Nothing seems too much to accommodate me as the customer

Service

Because I’m completely satisfied

Service

Good quality service from what I can see but expected at the premium price. Wait times are far too long when stated they will be 90min or under they should be. My interim service took nearly 3hrs.

Service

Good to see staff of all departments with a smile not a frown, walking with a purpose not intent on making the journey last, shoulders back and a sense of pride, not slouching from one drama to another. Clearly strong well liked management.

Service

Faultless

Service

Very good service

Service

easy to book in on the day you require. helpful advisors and to advise what service is needed

Service

From my first call to book collection and return of my car their follow up call nothing was to much trouble.

Service

Always reliable and helpful.

Service

It was only an MOT and end of warranty service so no great challenge but nevertheless done well.

Service

Polite no hassle service..

Service

collected my car,performed service and MOT.When failed due to cuts in a tire,communicated with me and fitted new tire straight away.returned car.Very good service

Service

Very reasonable cost, good customer care.

Service

Even though the service was excellent there is always room for improvement thus the 4.5 star.

Service

satisfied this time now you done the job

Service

excellent all round.

Service

Prompt action and responses to queries that I had.

Service

Because I made a booking for a simple job to be done whilst I waited. It took an age and you did more than i asked for which wasn’t necessary

Service

Great job from the team.

Service

very efficient

Service

Friendly and good coffee.

Service

I took car in for 3 year warranty check and MOT. All went really well .On my drive home I heard a commercial on the radio saying that Cooper BMW Norwich were offering free MOT tests. I’d just paid over £1000 which included £40 for the MOT.

Service

Dealing with staff was very good as stated above estimated timings were out because car required a long lasting re-programming stint

Service

The garage undertook the service as described. I decided to wait as I was informed the work would take around one and a half hours …. it actually took two hours.

Service

Good service, well handled

Service

Disappointed that wasn't told at time of booking service that I would be paying for it as it was over mileage for service package. A reminder at time of booking would have been helpful

Service

The quality of work is outstanding and I was kept up to date with the work carried out on my car.

Service

Great service

Service

The service details were well explained and issues effectively resolved.

Service

Please note my correct address for future correspondence is. 10, Cantley Lane,Norwich, NR4 6TA

Service

Very prompt and courteous service

Service

I wouldn't say that completely satisfied does it. I am quite blown away. Your people are lovely and competent and the cars are to die for - except you 4WD which I think are visually clunky. I went for one of those originally but changed to a saloon.

Service

On the whole very pleased but job took longer than expected

Service

At the end of my visit the car was cleaned inside and out but the wheels where left dirty?

Service

All completed on time and advised of issues that needed to be addressed from the service team in such a nice way.

Service

The service was stress free which was a big plus.

Service

Spoilt on collection as when I started car the radio was on threshold of pain on a station I never listen to

Service

My last Mot cost me £350 because I had 1 bulb out. I had the outside of my car washed ax part of the service. After such a high invoice, it would have been a nice touch to clean the inside as well.

Service

I have had cause to recently take my car to Cooper Norwich each time with a puncture to a run flat tyre. Each time the service staff did their utmost to get me mobile again.

Service

Everything went smoothly, offered coffee etc, while I waited

Service

Given special offer of free MOT on this and all future MOTs in recognition of BMW regular servicing and repairs over its life to date

Service

Courteous Service staff. Work completed when stated. Car hoovered and washed

Service

Just one small improvement required - there was too much background noise to hear the video report

Service

Not all people work 9-5 so dropping car off early was not a option

Service

Very friendly and helpful.

Service

job done swiftly and efficiently . pleasant staff

Service

Service completed on time

Service

very helpful and gave me a time and it was spot on

Service

Always excellent service

Service

Fitted my service in at short notice. Friendly and accommodating staff.

Service

There was nothing to complain about. The service was carried out quickly and whilst it was happening i was able to look around and choose my new car.

Service

Good service throughout appointment

Service

Because I was very satisfied

Service

Very happy with car ordered but two bits we ordered on the car weren’t there on car on collection. Problem has been rectified by refunding our deposit.

Sales

Salesmen were outstanding.

Sales

We dealt with James lovely young man, who we have total confidences in.

Sales

cant fault any part of the purchase to hand over process

Sales

Nuala was fantastic when I bought my car 4 years ago and great again this time along with Simon

Sales

Chris Mayes was extremely helpful and all the staff there are very professional

Sales

Sales person excellent very helpful listened to my needs and found the car that suited them.Car delivered when expected overall very good experience

Sales

Superb service, nothing was to much trouble.

Sales

James A and Chris P were superb on the sales side.

Sales

Good staff and environment.

Sales

Excellent experience start to finish. Had the run in service today and ended up cheaper than quoted.

Sales

Christina was extremely helpful throughout.

Sales

My experience with Coopers Norwich was very good, the salesman I dealt with was James Richardson, and he went the extra mile to get me what car I wanted.

Sales

Very satisfied nice relaxed atmosphere and friendly staff from reception through to management.

Sales

Everything was carried out with complete professional service.

Sales

Everything worked well and the service I received was very good. I was introduced to the sales manager and we had the opportunity to explore different options and funding combinations.

Sales

I was kept abreast of the progress at all times and made to feel very welcome.

Sales

This is the second BMW i have had and the experience was as good as the first one

Sales

Pleasant environment, nothing was too much trouble and excellent coffee and biscuits.

Sales

A misunderstanding over some paperwork that caused an issue but was resolved and didn't delay the purchase of the car.

Sales

Friendly and helpful. Answered all our questions. Good test drive.Drinks always offered.

Sales

Nuala was really good at helping me choose my car without being pushy. Made spending all that money less painful.

Sales

Completely satisfied with handover, explanation of car and all the singing dancing components explained.

Sales

All of the sales staff at Norwich BMW go out of their way to help and show great patience whilst I came to a decision on which vehicle to purchase

Sales

Excellent communication and service from the sales adviser throughout the buying process. We are delighted with our new X3.

Sales

Gavin was really helpful and kept me updated on delivery status etc.

Sales

Pleasant and happy to give plenty of time

Sales

The whole process from start to end was great and the sales person (Nula) was really nice and always happy to deal with questions or advice

Sales

Everything went according to plan.Chris Hunter and his team were excellent.

Sales

everything that had been explained would happen did

Sales

Post service of the new car poor

Sales

Good experience from the sales team dealing with my purchase a bit disappointed with the email update on progress of my car as received the welcome on your purchase and never received any more only updates from the salesman who I was dealing with

Sales

Easy transition, nothing was too much of a problem, really felt welcomed, never thought I would return to BMW as had a bad experience with another dealership in Scotland and vowed I would never buy BMW again, but the service was great so I am back

Sales

As stated previously I was kept informed throughout.

Sales

Good salesmanship. Effective information exchange. High quality product.Good listening skills . Meeting our requirements. Not pushy.

Sales

Extremely helpful sales person. Colin chandler was excellent, my purchase was enjoyable and efficient which was important to me.

Sales

Again, professional standard of service delivery and not the usual sub standard attention often found when dealing with other manufacturer’s dealerships as a “Motability Customer”

Sales

Simon and Chris never fail to deliver what I require. Repeat business assured.

Sales

As I said earlier, James is a diamond and makes sure everything is just perfect.

Sales

Final paperwork and info was carried out very smoothly, great coffee and informative handover.

Sales

the whole experience made me feel excited

Sales

I received excellent advice, guidance and pure professionalism throughout the purchase of my new car

Sales

As on my above answer the customer service was brilliant by the way i really think Gavin from norwich branch who deals with mobility cars deserves a bonus