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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.

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

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

Service

Seamless & professional

Service

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

Service

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

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

Efficient staff and good technical knowledge.

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

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

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

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

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

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

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

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

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

Problem on the car was sorted very quickly.

Service

See above

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

kept informed, work carried out as discussed etc etc

Service

Same as above

Service

Great service

Service

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

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

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

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

For the same reasons as above

Service

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

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

I liked the video clip and service fantastic.

Service

Initial wait to book vehicle in unusually long

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

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

As above plus everything explained regarding the service

Service

The service department did everything that was required and expected.

Service

Had to wait 3 weeks for service appointment. Unfortunately, for business reasons had to change to appointment but this was expedited.

Service

My car was left in a worse state than when I brought it in

Service

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

Service

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.

Service

GOOD CUSTOMER SERVICE

Service

Nothing special

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 !!!

Service

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)

Service

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

Service

My experience was below average

Service

Seemless servicing

Service

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.

Service

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.

Service

Good

Service

I was sent to the wrong area to book in my car and no-one answered the bell. I just didnt feel that welcomed

Service

Nothing to complain about.

Service

Courteous reception at dealership and quick turnaround on the MOT

Service

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

Service

The Service experience was world class, the quality of workmanship out of the top drawer. Faultless from beginning to end

Service

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.

Service

Great service

Service

I could not find fault with my experience at Cooper Norwich.

Service

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

Service

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 ? ?????

Service

Quality

Service

My issue with the dash cam was resolved to my satisfaction

Service

As above

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The professionalism of the staff, and feedback from them .

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Very helpful in explaining the merits of the model I had selected

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I have had numerous BMW cars and the service at Cooper Norwich has always been first class

Service

The job was finished to my satisfaction

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The reason is given in my answer in question 1

Service

As above

Service

You just don't feel valued as a customer.

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Lift to and from city centre very helpful

Service

scascas

Service

My experiences of dealing with BMW over some years and the quality of the vehicle have always been very pleasing.

Service

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

Service

The service was at Coopers Ipswich, and I was very satisfied

Service

As stated above.

Service

Constantly updated, always very positive and pleasant.

Service

M cars are worth the effort

Service

Answer as previous

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.

Service

Nothing too much trouble

Service

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

Convenient time arranged. Impeccable courtesy and helpfulness of explanations.

Service

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 !

Service

Friendly and very professional.

Service

What I asked for, was completed.

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Following Marl Small's help.

Service

Unable to fault

Service

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

Car completed ahead of schedule. Service cost reasonable when you consider the service interval and actions completed in first class surroundings.

Service

Very good staff and attention second to none.

Service

See above

Service

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.

Service

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

Sales

Nuala was brilliant, and guided us through the whole process with a warm, friendly and totally professional manner.

Sales

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

Sales process was smooth. Sales exec kept us informed of progress as relevant. Good communication. Knowledgeable and honest sales executive.

Sales

Excellent service and delivery.

Sales

The sales person who I dealt with gave me a deal and trade in price for my car that I was very pleased with.

Sales

Good

Sales

Excellent information and updates throughout the process and a very smooth process overall.

Sales

Kept informed from ordering to collecting

Sales

Treated like royalty