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ABOUT COOPER NORWICH.

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Andrew Bracking

Head Of Business

Chris Polidano

General Sales Manager

Daryl Long

Used Car Sales Manager

Mark Small

Aftersales Manager

Jenni Sutton

Local Business Development 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

James Richardson

Sales Executive

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.

Job completed within a short period of time and appears to be 100%

Service

I was there from 8.25 for 90 mins and was never offered a coffee. Otherwise service from service desk was excellent.

Service

Seriously happy

Service

Nothing to add.

Service

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.

Service

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.

Service

The staff are excellent especially Johnathon Robinson

Service

The salesman was inexperienced and had to confirm every question I had with he's manage

Service

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?

Service

Jake was knowledgable and spent time with us everything went smoothly

Service

If I hadn't been they would have sorted it then and there

Service

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

Service

Brilliant

Service

Initially I had to deal with an absolute jobsworth on the phone however other members of your team worked hard to accommodate my circumstances.

Service

Collection of car and return excellent

Service

Staff plus the head of sales very rude and they will lie just to get rid of you

Service

I cannot find anything to complain about

Service

Poor Customer Service

Service

happy.

Service

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.

Service

professional friendly service advisor, communicated well and ensured service was completed promptly- much better than last time

Service

Well treated

Service

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.

Service

I would have been completely satisfied but unfortunately I couldn't hear the video of the service

Service

1st service so only oil and filter.

Service

Everything went as planned

Service

Efficient service

Service

efficient and friendly

Service

Good service, but the video explaining it was inaudible. I did email but had no response.

Service

We always deal with the same person and she can't do enough for us

Service

Everything done that was needed ... and under warranty! Thank you.

Service

Efficient process

Service

Staff always friendly and appointments normally run to estimated completion times etc.

Service

I'm afraid Mr Chandler is badly in need of some training in respect of HANDLING CUSTOMER COMPLAINTS and I would respectfully suggest you address this issue ASAP. I would be very happy to speak to someone about this, if you would care to contact me.

Service

Job completed which car went in for

Service

There was some initial confusion at the reception about what repair was required - some of the new staff did not seem to be familiar with the recommended repair (at the last service)

Service

Got everything done under warranty

Service

Level of service, no time for the customer.

Service

I was at Cooper Reading not Norwich?

Service

Bmw put new tyres on car, one of which subsequently had to be refitted as had lost air ++

Service

Again good service

Service

The change to car service requirements being driven by key fob and instrument panel data is so complicated that your service receptionists cannot answer questions, it's beyond their level of competence.

Service

Because it was average.

Service

The service was very good however I was told the vehicle had a thorough safety check . In the past when this has happened I receive an email with a video showing the process etc. I didn't receive one this time .

Service

Concerns were listened to and resolved satisfactorily

Service

No curtessy cars available even though not my fault BMW went wrong. had to wait 2 weeks for an appointment with no other vehicle!!!

Service

I had difficulty getting appropriate answers by phone so attended on spec. Initially I was informed that the issue could not be resolved without appointment. On my insistence however immediate attention was arranged, with excellent outcome

Service

Forever helpful customer contact, always do what they say they will. Welcoming & caring team.

Service

My x5 was ready for a service mot and end of warranty check, my wife delivered vehicle to coopers Norwich for 8 o'clock in morning at 4 pm recieved a phone call saying car had not been looked at could they have it overnight? No problem then at 5.25pm

Service

My repair was carried out quickly and efficiently.

Service

See above. This should not be Norwich outlet but rather Thames Ditton

Service

Extremely busy. Left message for a call back to see if car was ready and didn't receive one.

Service

Appointment was started on time creating minimum waiting time.

Service

Good contact with the engineer who checked the car. I particularly liked the video showing the nature of the problem. The engineer took the time to ring me and gave good advice over the phone.

Service

Garage was advised of a possible headlights fault. There was one but it was not corrected before the MOT so the car failed and had to be repeated. Not efficient, service should have been done before the MOT.

Service

Service itself was OK but was told it would take 1.5 hours but had to wait nearly 2.5!

Service

All went according to plan. Service completed while l waited. Excellent.

Service

Booking was easy to setup, the work is always carried out meticulously and with great care. Personally I am well looked after while I choose to wait for my car. I had the opportunity to look at the new cars and talk with a sales person.

Service

Tom Chandler very good and resolved all issues

Service

See above, just bored of complaining, customers don’t complain for fun it’s a chore and boring and quiet frankly I’ve given up as nothing ever changes

Service

The service was very good experience. The handover process was a little rushed and I have not been informed of tyre or brake wear

Service

You can never get a courtesy car though unless you book weeks in advance

Service

Welcoming

Service

Without the intervention of the after sales manager I felt like I could not get my point across about incorrect details being taken on the problems with car, the late phone call to say car not repaired and the telephone manner of lady who called us

Service

Great service

Service

Wasn't offered a valet after my 1st service of a brand new X1 had to ask for it, but the gentleman next to me was offered one. When i picked my vehicle up the inside had smears all over my dash and looked worse than when I dropped it off, very poor.

Service

The reasons above, sum it up really. Poor courtesy car, sterile service - just functional. Ok communication, not great!

Service

When booking car for service I agreed to wait and was told no more than 90 minutes. However almost 3 hours was the wait time

Service

Problem sorted quickly

Service

. before sealing the deal we said that we wanted the rust on the wheel b rake hubs removed.after complaining on pick up and further complaints we were told this is a thing that happens to bmw.that being the case we want no more bmw

Service

My car was MOT'd early as I arrived an hour before my appointment

Service

Cannot understand how my vehicle ended up last on list, whilst being first in. Also why do you not carry spare tyres at Coopers???

Service

Why don't phone me instead!!!!

Service

We came in as we were experiencing problems with the automatic tailgate.. When we collected it they said it was ok but did not tell us what had been done. We found the key had been reprogrammed as suggested. Was anything else looked at?

Service

helpful and friendly staff

Service

The booking in process was very poor, I was not treated as an individual and the agent did not represent the brand well. The BMW service representative was very good however.

Service

Dropped car off at 7.45 in morning. Got call after 5pm asking me to pick car up before 6. Car had not been moved from parking bar that I left it in

Service

I got lost (briefly) following the instructions given to me by your girl/lady office staff on how to get back on to the A47 to Halesworth/Chediston. Otherwise, fine.

Service

Would have been 5 but would not do extra valeting of seats, even though BMW call centre promised it me for £14.99 extra when I booked the service. The interior was valeted but the boot was not.

Service

Car was serviced and cleaned on time and on Budget

Service

Attentive service team

Service

Onward transport that was indicated as available on booking was unavailable on the day

Service

Cooper Norwich have always brilliantly look after our two BMW's and us as their owners.

Service

Good experience with staff etc.

Service

Per my precious answer. All parties were pleasant and professional.

Service

Everything completed as expected; slight wait while checking-in

Service

My car has had a slight problem from when I picked up the car from new and it has not been fixed permanently yet. I am about to book it in for the 4th time with the same problem.

Service

Just few little things not allowing a better score some staff don't really engage with you in anyway when you are there waiting others very friendly if that changes be a perfect score for me.

Service

Satisfied

Service

No issues, all completed as agreed

Service

I booked a stay and wait service but when I dropped my car off was told it was a drop and collect later. Although it was fitted in urgently for me I declined the car wash to try and help it get fitted in.

Service

Polite friendly atmosphere

Service

As per previous comment, and also I am wondering why this survey states Cooper Norwich when I had my car serviced at Cooper York as I live in York.

Service

Was difficult getting a suitable appointment

Service

Again let down by enterprise hire car. Coopers were excellent.

Service

They are polite at service desk and the work is carried out to a good standard.

Service

Very satisfied with quick, efficiency.

Service

Having to wait 6 weeks for a courtesy car isn't a great service, however, lucky we are still covered by the browndown service provided by BMW which makes up for the lack of courtesy cars.

Service

I have tried to not allow the previous incident to cloud my judgement hence still a very good score.

Service

Staff were very friendly and service was quick.

Service

The experience once at the dealership is very good. The car was serviced on time and everyone i spoke to during my visit were friendly and helpful. However this is tempered by the wholly unacceptable booking situation as described below.

Service

Asked if I wanted my car cleaned Car was poorly cleaned shame!!

Service

You did what you said you'd do in the time. Whilst I would have liked a courtesy car, I actually found it very easy to work in the relaxed environment of the showroom. I would have ticked completely satisfied but you didn't have a rear wiper blade

Service

My car was due to be collected at 8:00am from my home. Sadly, my father in law passed away in the night. Darren, who collected the car showed great compassion and empathy.

Service

Service was not reset on Instrument pack still showing that a service is due within 7000 miles

Service

As previously mentioned. The management (Andrew Bracking and Mark Small) ignored repeated attempts of contact by both myself and BMW UK since having issues with my approved used BMW.

Service

Everything went smoothly and car wa ready when required

Service

Kept informed of repair every day, car ready when stated.

Service

It was Cooper Thames Ditton - I arrived for my 10.45am service at 10.30am, was told to take a seat and someone would be over to deal with me shortly. It was 11.30pm before I was seen and that was only because I caused a fuss.

Service

I didn't choose to put the car in the garage but it broke down and so had no choice. The garage couldn't have been more friendly or helpful in sorting the problem and returning my car to me as quickly as possible.

Service

Excellent service from Louise despite her not being in the best of health

Service

It was important I got away on time for another appointment, and they pulled out all the stops, and washed the car. Very pleased.

Service

'Simples' = Looked after

Service

The service itself was fine however having brought the car in at start of business and was told that it could be collected at 4.30 I was told when I arrived that it wouldn’t be ready for about an hour

Service

Did exactly what was required....

Service

Always polite, helpful and friendly. Only thing lacking car was washed but not completely valeted inside

Service

Very pleasant young man doing his best to help

Service

See above

Service

Courteous, professional and accommodating.

Service

Because I was " Completely Satisfied " Unless you're thinking of halving the price.

Service

Friendly and efficient service

Service

Got job done as had the parts available.

Service

Friendly, efficient and helpful service from the team in Norwich

Service

Loyalty seems to count for nothing, I purchased the car from coopers , every service , every repair , every fault has been repaired, I have also purchased the bmw warranty each year

Service

the problem was fixed within a short time frame free of charge

Service

Took approx 3 weeks to book car in for service then had no courtesey car when had to alter booking. Service didnt include diagnostic check on sat nav & connection issues. Service indicator not reset and is reading that a service is due in 3200 miles

Service

SEE ABOVE WARRANTY NOT HONOURED

Service

Appointment made a kept as agreed.

Service

The service was not as we've had before we were let down on the day which doesn't normally happen , it had been booked in for months and we dropped it of at 8.30 told could wait but we left it to get a call at 4.20pm to be told they had over booked !

Service

Good communication, prompt delivery from Yorkshire.

Sales

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

Sales

Your sales team understands the customers needs. Clear communication, efficient and friendly. They put together a deal which exceeded my expectations.

Sales

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.

Sales

All went very smoothly and much care given to individual needs

Sales

Very attentive and listened to are requirements before recommending cars for my wife and myself.

Sales

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!

Sales

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

Sales

James Richardson was fantastic

Sales

Good sales person and a good Discount, all good.

Sales

No issues. All timescales met

Sales

Outstanding service throughout the whole experience and thorough / detailed handover.

Sales

No problem with choosing and purchase of car

Sales

10/10 for service from Christina Drabble at BMW Norwich. Has been superb since I walked in the door several months ago, never pushing a sale but always being there to answer questions and walk me through the purchase of my new car.

Sales

Good product, decent price and easy to deal with.

Sales

My requirements were met in full at every stage, with first class service.

Sales

Could not have gone better. Gavin was helpful and moved his days off for me. A top class guy. Would be my first port of call next time.

Sales

helpful and responsive contact who kept me informed

Sales

It was a pleasure from start to collecting my car

Sales

I WAS TREAT VERY WELL THE STAFF WERE VERY NICE AND PROFESSIONAL AND HELPED ME WITH ANY CONCERNS I HAD

Sales

salesman was excellent

Sales

The salesman was very knowledgable about the product and made me feel welcome at every occasion.

Sales

Never bought a brand new car before , wasnt disappointed

Sales

really well looked after, repeat buy from James

Sales

Great sale person.

Sales

Throughout the whole experience I was given great customer service with good attention to detail. The salesperson was attentive throughout the experience.