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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
My issue with the dash cam was resolved to my satisfaction
Very helpful in explaining the merits of the model I had selected
The job was finished to my satisfaction
The reason is given in my answer in question 1
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
You just don't feel valued as a customer.
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
Car completed ahead of schedule. Service cost reasonable when you consider the service interval and actions completed in first class surroundings.
Unable to fault
Very good staff and attention second to none.
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
M cars are worth the effort
Convenient time arranged. Impeccable courtesy and helpfulness of explanations.
What I asked for, was completed.
Answer as previous
Constantly updated, always very positive and pleasant.
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.
Following Marl Small's help.
Nothing too much trouble
As stated above.
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?
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.
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 !
Friendly and very professional.
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.
Staff plus the head of sales very rude and they will lie just to get rid of you
I cannot find anything to complain about
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
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?
If I hadn't been they would have sorted it then and there
The salesman was inexperienced and had to confirm every question I had with he's manage
Initially I had to deal with an absolute jobsworth on the phone however other members of your team worked hard to accommodate my circumstances.
Jake was knowledgable and spent time with us everything went smoothly
Collection of car and return excellent
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.
Poor Customer Service
The staff are excellent especially Johnathon Robinson
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
efficient and friendly
Everything done that was needed ... and under warranty! Thank you.
We always deal with the same person and she can't do enough for us
Good service, but the video explaining it was inaudible. I did email but had no response.
Staff always friendly and appointments normally run to estimated completion times etc.
Job completed which car went in for
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.
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)
Got everything done under warranty
Level of service, no time for the customer.
I was at Cooper Reading not Norwich?
Because it was average.
Bmw put new tyres on car, one of which subsequently had to be refitted as had lost air ++
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.
Again good 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 .
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
Concerns were listened to and resolved satisfactorily
No curtessy cars available even though not my fault BMW went wrong. had to wait 2 weeks for an appointment with no other vehicle!!!
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
Forever helpful customer contact, always do what they say they will. Welcoming & caring team.
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.
See above. This should not be Norwich outlet but rather Thames Ditton
Extremely busy. Left message for a call back to see if car was ready and didn't receive one.
All went according to plan. Service completed while l waited. Excellent.
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 itself was OK but was told it would take 1.5 hours but had to wait nearly 2.5!
Appointment was started on time creating minimum waiting time.
My repair was carried out quickly and efficiently.
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.
Tom Chandler very good and resolved all issues
See above, just bored of complaining, customers dont complain for fun its a chore and boring and quiet frankly Ive given up as nothing ever changes
You can never get a courtesy car though unless you book weeks in advance
The service was very good experience. The handover process was a little rushed and I have not been informed of tyre or brake wear
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
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.
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
The reasons above, sum it up really. Poor courtesy car, sterile service - just functional. Ok communication, not great!
Problem sorted quickly
. 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
Cannot understand how my vehicle ended up last on list, whilst being first in. Also why do you not carry spare tyres at Coopers???
My car was MOT'd early as I arrived an hour before my appointment
Why don't phone me instead!!!!
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?
helpful and friendly staff
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.
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
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.
Excellent information and updates throughout the process and a very smooth process overall.
Kept informed from ordering to collecting
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!
Good service, friendly staff, very pleased with my new car.
Everyone I met throughout the process has been 1st class
Good communication, prompt delivery from Yorkshire.
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.
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
All went very smoothly and much care given to individual needs
Your sales team understands the customers needs. Clear communication, efficient and friendly. They put together a deal which exceeded my expectations.
Very attentive and listened to are requirements before recommending cars for my wife and myself.
James Richardson was fantastic
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!
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
Good sales person and a good Discount, all good.
No issues. All timescales met
Outstanding service throughout the whole experience and thorough / detailed handover.
No problem with choosing and purchase of car
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.
Good product, decent price and easy to deal with.
My requirements were met in full at every stage, with first class service.
It was a pleasure from start to collecting my car
helpful and responsive contact who kept me informed
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.
I WAS TREAT VERY WELL THE STAFF WERE VERY NICE AND PROFESSIONAL AND HELPED ME WITH ANY CONCERNS I HAD
salesman was excellent
The salesman was very knowledgable about the product and made me feel welcome at every occasion.
Never bought a brand new car before , wasnt disappointed
really well looked after, repeat buy from James
Great sale person.