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Although the maintenance of the vehicle is completely competent the service crew have twice tried to convince me that I need parts! The last time I was told I had a puncture! I refused and I am still driving WITH NO PUNCTURE!
Always a pleasure to deal with
also sorted an additional job which would have been required in 300 miles during my visit which saved me having to have a further visit.
Every one of their service team is very friendly and helpful and kept me informed how the MOT was going.
kept informed, work carried out as discussed etc etc
Everything went as as expected, with use of excellent courtesy vehicle
Very efficient 'while-you-wait' service. Comfortable waiting area with free refreshments. Friendly & helpful staff. Liked the video that the mechanic did, showing my car & his findings.
Same as above
Again the way i was handled and coaxed into buying my new car was comfortable and unrushed.
Although there was a problem with my car it was all sorted
For the same reasons as above
They have maintained this car for me since new (now 17 years old) and I have full confidence in them
I liked the video clip and service fantastic.
Car was received back with the engine management light on (same as it went in for), then took 2 hours to return by call. Car then had to go back in again to be sorted.
Initial wait to book vehicle in unusually long
Really long queue of people waiting to be seen by service advisers when I arrived. Not the fault of service advisers though as all were busy. Had to wait a while to be served. Asked for my car to be vacuumed prior to collection and it wasn't.
Not 5 stars as: The wait was too long Inferior wiper blades fitted, very noisy compared to the ones replaced However, the staff were polite and knowledgeable, and the facilities good
Needed urgent check up and was fitted in promptly
Polite, efficient staff
I find the people will all ways help me if they can .
All the staff at Cooper Norwich are so friendly and look after you the moment you walk through the door. Nuala was excellent, so attentive and friendly. Nothing was ever an issue. Excellent dealership.
The service department did everything that was required and expected.
Had to wait 3 weeks for service appointment. Unfortunately, for business reasons had to change to appointment but this was expedited.
As above plus everything explained regarding the service
My car was left in a worse state than when I brought it in
Not quite 5 stars as the 3D remote view is still not working on our brand new X5 We are disappointed that this has not been corrected by BMW head office
The service was carried out promptly and customer service was very good. The only thing that would make it a 5 would be cheaper prices.
GOOD CUSTOMER SERVICE
In all my 30 plus years as a BMW customer I have never been treated in such an offhand and unhelpful manner by reception staff. I know the days of free car collection are long gone, but a 2 month wait for a courtesy car for a few hours !!!
This time, car was only in for a service (they collected on time which was good), but I asked them to look at rear wiper as not working... Car came back and rear wiper still not working. 6 week lead time for service - too long. (collection)
My experience was below average
Very disappointed to learn that a rusting seat bolt was not covered under my exteneded warranty, bearing in mind I have only had the car from you for 6 months and it has only done 1,000 miles in that time
I could not find fault with my experience at Cooper Norwich.
Yeah okay, not the best, not the worst. But okay. Disappointed .I really need to change my seven series, I purchased for my wife New five series estate car she is very happy I am very happy but really Coopers should be trying to sell me a new car now
I was sent to the wrong area to book in my car and no-one answered the bell. I just didnt feel that welcomed
Apart from above comments the Post Service wash was abysmal. Had it not been for the late pick up due to Bus delays I would have complained.
Nothing to complain about.
This time the service was good and complete. The car parking arrangements at the dealer are woeful, you have to hunt for a space and inevitable end up parking somewhere you shouldn't.
The Service experience was world class, the quality of workmanship out of the top drawer. Faultless from beginning to end
Courteous reception at dealership and quick turnaround on the MOT
The service advisor Claire Hart was very professional and efficient and the technician's report on the health of the car was comprehensive and reassuring.
I have found my recent visit for the service a bit frustrating as the car had been in previously for faulty seatbelts and these were replaced. Still experiencing problems they now tell me they need to order the other part. Meaning 3 visit for one job
When I first called in early April , I was told a loan car was not available until June . Sat nav problem was not rectified . The car had been back for a second time and still not sorted . £550 for a 39000 mile/ 2 year standard service ? ?????
I have had numerous BMW cars and the service at Cooper Norwich has always been first class
Very helpful in explaining the merits of the model I had selected
My issue with the dash cam was resolved to my satisfaction
The job was finished to my satisfaction
The reason is given in my answer in question 1
The service was at Coopers Ipswich, and I was very satisfied
We had a 36000 mile 3 year service carried out at Listers BMW which was part of a 5 year service plan, and they point blank refused to change the brake fluid Coopers BMW at Norwich changed it with no problem as part of the plan
You just don't feel valued as a customer.
My experiences of dealing with BMW over some years and the quality of the vehicle have always been very pleasing.
Lift to and from city centre very helpful
Not the first time ive been less than disappointed with Norwich. Always been very very happy with the service department. If i had a local closer dealership id use them and not bother with Norwich whatsoever.
Booked in with Jonathan that part all went very well,service carried ok but the oil was missed off the invoice I was given I rang the following morning to check it had been changed I was told it had hopefully that's true !
Car completed ahead of schedule. Service cost reasonable when you consider the service interval and actions completed in first class surroundings.
Friendly and very professional.
Constantly updated, always very positive and pleasant.
Nothing too much trouble
Very good staff and attention second to none.
As stated above.
Answer as previous
Following Marl Small's help.
Unable to fault
What I asked for, was completed.
Convenient time arranged. Impeccable courtesy and helpfulness of explanations.
I recently booked a full service & take a look at a couple of issues I had. However on this occasion I was concerned with the cars performance while waiting for the service date and when I called I felt I didn't received the usual standard of service
service staff attitude could have been better, Emily in business excellent but service team seemed somewhat stroppy until I told them a few home truths.
M cars are worth the effort
dropped car of at 9.30 and was not ready till 17.00 also when I booked car in on the day, I was I a line of people waiting to be seen some one jump I front of us and the your person did not tell them to wait with the rest of us?
The overall level of customer serve is faultless. All businesses should model themselves on Coopers BMW.
All the issues were dealt with very satisfactorily.
Great vehicle at a good price, but underdelivered on customer service - particularly by failing to put an MOT on the vehicle and doing a poor repainting job
Job completed within a short period of time and appears to be 100%
I was there from 8.25 for 90 mins and was never offered a coffee. Otherwise service from service desk was excellent.
Nothing to add.
BMW did not go out of their way to help me in any way, only had the car 11 and a half months and was due an MOT. USED BMW for the MOT to give them the benefit of the doubt and way wanted to overcharge me. They could not help me out at all.
Poor Customer Service
Staff plus the head of sales very rude and they will lie just to get rid of you
The staff are excellent especially Johnathon Robinson
If I hadn't been they would have sorted it then and there
Booked car in for an MOT with a months notice. Arrived at 8:30am but was contacted at 4pm to say it couldn't be done that day and could I leave it until the next day! If it wasn't for the excellent way Claire Hart dealt with me, would be 0 stars
Initially I had to deal with an absolute jobsworth on the phone however other members of your team worked hard to accommodate my circumstances.
I feel that I was held to ransom regarding the need to have one of the tyres replaced and was unable therefore to get a competitive price for this. I asked to speak to a manager and was very disappointed with that persons attitude.
Jake was knowledgable and spent time with us everything went smoothly
Collection of car and return excellent
The salesman was inexperienced and had to confirm every question I had with he's manage
I cannot find anything to complain about
See above. It seems that your workshops are manned by fitters not mechanics and any fault is cured by fitting a new part with no attempt to dismantle and repair the faulty bit. Why fit a complete steering rack if the fault is with the electric motor?
Felt like I was being frog marched into the service area like a criminal to see my tyres and why I needed to spend £400 each on 4 tyres.
professional friendly service advisor, communicated well and ensured service was completed promptly- much better than last time
The service was good once you found time to look at the car, but there was an unacceptable delay waiting for you to look at it, something we have not experienced before.
I would have been completely satisfied but unfortunately I couldn't hear the video of the service
1st service so only oil and filter.
Everything went as planned
PDC wasn't up to scratch. The tyre compressor and sealant wasn't with the car, and the GardX accessories pack was also missing. Also. the windscreen wipers didn't clear the screen but just juddered across!!
Totally satisfied with all aspects of the experience from demo's to handover
Chris, Joel & Josh were very helpful and supportive in our purchase
Nothing was too much trouble
Nuala was brilliant, and guided us through the whole process with a warm, friendly and totally professional manner.
Certainly satisfied with the overall experience and service provided - with the minor caveat that when we arrived at the Centre to pick up the previously booked 'demo vehicle' for a test drive for the first time, it was not available on the day!!
Sales process was smooth. Sales exec kept us informed of progress as relevant. Good communication. Knowledgeable and honest sales executive.
Excellent service and delivery.
The sales person who I dealt with gave me a deal and trade in price for my car that I was very pleased with.
Kept informed from ordering to collecting
Excellent information and updates throughout the process and a very smooth process overall.
Treated like royalty
There was a problem with delivery of my vehicle from the manufacturer. The dealership made my frustration much easier to cope with.
Lovely, friendly people from the receptionist, through to the salespeople, not forgeting the skinny lattes. Nothing is too much trouble at Cooper Norwich BMW.
Fantastic service as always, Nuala was incredibly helpful and got the deal to where I needed it to be. Thank you will be back again!
Everyone I met throughout the process has been 1st class
Good service, friendly staff, very pleased with my new car.
Good communication, prompt delivery from Yorkshire.
Your sales team understands the customers needs. Clear communication, efficient and friendly. They put together a deal which exceeded my expectations.
Everyone we dealt with were excellent, from the young lady who greeted us to Nuala Butler-Hawes and Andy Waterfield who completed the sale of my new X5
I was treated with great patience while I was undecided initially. Then allowed to switch my choice 24 hours after making a choice. However I haven't received the phone call I was expecting after the sale.
All went very smoothly and much care given to individual needs
James Richardson was fantastic
Very helpful and friendly staff although maybe on handover a little Bit longer could have been spent on going through the controls especially the sat nav
Very attentive and listened to are requirements before recommending cars for my wife and myself.
Great experience at the dealership. Good handover of the vehicle. Having ordered the vehicle we wanted (factory build) the salesman, James Richardson, sent a video showing a similar car in the same colour as my ordered vehicle. Great service!
Good sales person and a good Discount, all good.
No issues. All timescales met
Outstanding service throughout the whole experience and thorough / detailed handover.