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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.

Took over 2 hrs to do simple brake pad change. VERY expensive eg. Suggested £99 to unblock my windscreen washers-Terrible. On the plus side, helpful and courteous staff and refreshments whilst waiting.

Service

Undivided attention given and friendly staff

Service

Car collected, serviced and delivered back in the same day. Polite & friendly staff

Service

Had to bring it back as wasn't done first time

Service

Because of the wonderful level of service, and the helpful and always very pleasant people in the service. dept.

Service

As above. Plus I have a problem with my new car already following multiple problems with my previous new BMW

Service

I have had my car serviced twice and on both occasions I have had to book a long way in advance to ensure a courtesy car. There was no car allocated and none available and I ended up with a sales-rep car. also car not ready when promised 1.5hrs late

Service

No complaints. Therefore top marks.

Service

Excellent customer service and vehicle reliability

Service

Service and updates carried out as agreed on time. Service department polite and professional.

Service

Always receive a first rate customer service experience.

Service

All the work I was expecting to be done was done as expected .

Service

The EGR Cooler Safety recall was taken care of without an issue. A minor oil leak was also attended to along with a review of an Alloy wheel which was suffering from corrosion. The team at Cooper Norwich were friendly and knowledgeable

Service

Service Advisor Abbie was excellent I unfortunately had an issue with the loan car where it got a puncture. So yet again had to bring it back.

Service

Overall very good however it would've been a 5 but it took over 2.5 hours to change a tyre.

Service

Ease of booking process, quality of the service and the cost of it was in keeping of what was expected. Pleasant showroom with friendly staff.

Service

The cleaning of the vehicle was awful. The interior was hardly touched at all, just a quick wipe of the rubber mats. Before cleaning the exterior was just dusty. It looked worse when I got it back. Very disappointing.

Service

Courteous, knowledgeable, efficient...ticks all the boxes

Service

Same as above...

Service

No loan cars available for when I needed work doing, it included an MOT so I couldn't wait until a car was available.

Service

As I have been telling the was a fault on the rear parking sensor from when I bought it and they told me there was not but this they have said there is and have to pay fo a diagnostic not very happy

Service

I have known Cooper Norwich for several years and even if there are new faces at the service or sales desk, I always feel well looked after and like a valued customer.

Service

Quick and easy

Service

Generally efficient, though service advisers are not technical & have to defer to a colleague for advice. Never phone or email back when requested.

Service

Friendly personalised professional service at each visit.

Service

Everything was done just not very quickly

Service

No problems and good communication

Service

Never a problem at Coopers, Norwich.

Service

I think that 3 times to get a bumper repaired is more than enough , even then I highlighted fittings missing that hold it on, do I really think you may follow this up ?? Not

Service

See above

Service

very satisfied

Service

2 days after the car was serviced I had an emergency oil warning saying please top up a litre of oil immediately. Surely as the car was serviced by a BMW service department the oil level should have been checked?? & topped up under the service plan?

Service

everything was good, impressed with video health check, only issue was that as my car is wrapped and agreed not to clean and offered an internal valet/hoover when I collected it hadn't been done

Service

The service itself was fine but the car was washed afterwards, and was not dried properly therefore left dirty water marks all over it. I then had to get it cleaned and polished again at my local car wash

Service

As previous answer as I've only dealt with Cooper Norwich

Service

Nice place nice people nice coffee

Service

Parking is not always easy

Service

After speaking to the service department and was not able to get a service date for six weeks I was not advised that going past my service mileage would void my service package

Service

car to be ready for 2 pm I rang to see how things were going to be told I would be rung back. never happened I just presented myself and waited Told the car was ready I discovered the estimate I had asked for had not been completed and waited again

Service

We had a nail in our tyre, to which we were informed we needed a new tyre at £340 and it couldn't be repaired. Having declined this to get a quote elsewhere we discovered it was repairable and cost us £15 to fix. Disgraceful from BMW!

Service

As above and the area for waiting was comfortable allowing me to work

Service

Repair took much longer than expected

Service

Initially I was not completely satisfied and wrote an email to that effect, but the matter was resolved to my complete satisfaction thanks to Louise, who was very helpful.

Service

Helpful and knowledgeable staff.

Service

When the technician was checking the fault he could have easily come to me in the waiting area and asked if I could show him if he was unable to find/ hear it.

Service

I was dealt with quickly and efficiently

Service

No issues at all thanks

Service

Bmw Berry did not meet their contractual duties

Service

As always, really helpful staff, and the engineers completed the job quickly.

Service

Always welcomed by friendly, courteous and helpful efficient staff

Service

Outstanding customer service.

Service

Insufficient car parking spaces on forecourt to easily leave car prior to work.

Service

Issue identified and efficiently resolved (as far as I am aware)

Service

Service was efficient and friendly

Service

Completed in the time that was stated plus the coffee served is very good!!

Service

Work carried out as planned and car returned on time. Well done to all the team at Cooper Norwich

Service

Excellent service provided by Louise.

Service

The work that needed to be done for the 'Recall' was completed within the time I had been given and a request I had made for something to be included as part of the 'Health Check' was dealt with at no charge.

Service

Cooper Bmw Norwich always answered all my questions in a professionally manner and provided good service to me .

Service

Fantastic polite and friendly staff who nothing was too much trouble for

Service

See answer in question 1.

Service

Because you asked me

Service

only criticism is getting expensive

Service

Since getting my car from bmw - Nulla was amazing and other staff very helpful.

Service

Very quick and efficient service.

Service

Seamless & professional

Service

very smooth process from booking to completion,regular updates coupled with a real desire to ensure I was a satisfied customer

Service

Professional and friendly service, could do with better service when phoning them though.

Service

Efficient staff and good technical knowledge.

Service

The only reason for not giving a higher score was that the part that required replacing was not in stock until the next day

Service

Able to fit in a service as well, thus saving time at a later date.

Service

Upon arrival there is no whereto park.I walked back to the service desk and was greeted by a very unenthusiastic young man.I felt I was putting him out? he walked me tomy courtesy car which was parked at45 degrees who said you can get out(eventually)

Service

My propshaft was broken instead of giving me a loaner car I was told to carry on driving my car while it was viribriating and creating un easy noises. Overall was not a good expieance and might have led to my car being more broken.

Service

All I asked for was carried out satisfactorily

Service

My car was booked to have wing mirrors looked at, Also I booked it's first service, I was offered the car to be cleaned. When I picked it up it hadn't been cleaned, there was grease all down the side where the mirrors had had a lubricant applied.

Service

Told service included full valet car not cleaned inside and some of bodywork not fully cleaned

Service

Long queue at service so bit of a weight desk, other than that all good

Service

Staff couldn't be better

Service

Only contact was by phone, but everything went smoothly. Haven't actually had the service yet, so maybe this survey is premature?

Service

Your service representative was, as ever, very polite, courteous and helpful. The car was serviced early, and I was informed, so that I could collect it and get on with the rest of life!

Service

Very happy.

Service

excellent as always

Service

Everyone was polite and couldn't do enough to help

Service

The buying process went well.

Service

Problem on the car was sorted very quickly.

Service

You need to get your computer details right I had you phone me three times about booking my car in for mot & break service which had already been done but no details on your computer

Service

See above

Service

On phoning BMW When my brake warning light came on low pads,I could not get an appointment for two and a half weeks, I had to go elsewhere not impressed.

Service

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!

Service

Always a pleasure to deal with

Service

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.

Service

Very professional and the service is always to a very high standard, one mark has been deducted as although a complementary service I was not impressed with the external clean.

Service

Every one of their service team is very friendly and helpful and kept me informed how the MOT was going.

Service

kept informed, work carried out as discussed etc etc

Service

Everything went as as expected, with use of excellent courtesy vehicle

Service

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.

Service

Great service

Service

Same as above

Service

Again the way i was handled and coaxed into buying my new car was comfortable and unrushed.

Service

Although there was a problem with my car it was all sorted

Service

They have maintained this car for me since new (now 17 years old) and I have full confidence in them

Service

For the same reasons as above

Service

Very happy with service and car washing

Service

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.

Service

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.

Service

Reading branche ( not Norwich!?!)

Service

Lovely people at the main desk or service desk. They never keep you waiting and will always offer a lift home when I leave the car.

Service

I have a problem with the surrounds on my fog lights that are peeling, Norwich told Me these were outside warranty and I needed to contact the dealer I bought these off, having checked these are in warranty for 3 years not only has my local dealt

Service

I liked the video clip and service fantastic.

Service

Initial wait to book vehicle in unusually long

Service

Same

Service

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

Service

Needed urgent check up and was fitted in promptly

Service

Polite, efficient staff

Service

I find the people will all ways help me if they can .

Service

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.

Service

I got the service that I have come to expect which is impeccable, enough said.

Sales

From start to finish the customer service was exemplary and Chris took time to listen to what I was saying and from there tried to find me the car he thought would most suit my requirements

Sales

I have had BMW cars for the last few years and never had a problem. Coopers have been very helpful all the way..

Sales

Apart from the long wait of getting my car, i still find it hard to believe that the car is built in South Africa, but in saying all that, i am very pleased with my new car and i would recommend family and friends to purchase a BMW

Sales

Very happy mainly, very expensive add ons added the the purchase invoice at the start.

Sales

Kept in formed of the progress of the car before delivery and everything was made very clear during the purchase process. Introduction to the car prior to driving it away was thorough and informative.

Sales

Everything went as planned, no issues, Nuala was great in keeping me updated.

Sales

The service has always been fantastic, we had a bump in the road on the latest purchase but this was sorted out professionally.

Sales

Helped and guided through process by every good salesperson

Sales

Salesman was excellent and found a good deal for us

Sales

Chris goes the extra mile to make sure everything is just right. The way the car is prepared is exceptional.

Sales

Made very welcome and listened to your preferred requiements.

Sales

Throughout the buying element of the vehicle to the final delivery, I was assisted by Ms Nuala Butler- Hawes, a Sales Executive. Her expertise and professionalism, made the whole experience so much easier. A credit to the Norwich BMW Centre!

Sales

Everything was better than perfect except the small matter of correct settings for tyre pressures

Sales

Gavin O'Grady at BMW Cooper Norwich provided and excellent service. Provided me with an update when there was one and always returned my calls. Also provided really good advice - I really appreciated this.

Sales

Relaxed and friendly atmosphere in centre. Great reception area, attentive and helpful.

Sales

Always excellent

Sales

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!!

Sales

Totally satisfied with all aspects of the experience from demo's to handover

Sales

Chris, Joel & Josh were very helpful and supportive in our purchase

Sales

Nothing was too much trouble