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Would have given 5 stars but no Wi-fi while I waited - think there was a system fault.
Kept informed and punctual
Expainained what they had done to check the problem and offered a solution
Cost of an oil change
It was carried out with the usual efficiency I have come to expect
Cannot fault it, finished the car quicker than the time given but forgot to turn off the service warning light.
didn't find staff friendly. car was missold from cooper teeside.
I had to stand waiting in the reception area for some time - between 10 and 15 minutes - when dropping off and picking up my car. I think some seating for customers would be appreciated. No courtesy car was available for more than a month.
Staff were very helpful after the first blip but still a large unexpected and additional cost to running the car
The Service Engineer was very prompt in finding the defect and giving assurance that the full service and component replacement will be completed for collection of the car at the end of the day.
The staff made the entire process as simple as possible - from booking to arrival, providing alternative travel arrangements and collection/handover.
The service agent could have been more helpful, received a very good service and everything was explained in a clear and concise manner. Maybe it helped the agent had the same surname as me!! although we are not related
They looked at.the situation and quickly rectified any mechanical and technical issues and indeed more besides. The young lady arranged for a car to pick me up and take me back to my car and gave me the keys and was very polite, kind and professional
Long wait for warranty wheel photos and decision. However, Did fit me in to replace wheels and got me taxi so this was very good ., however offered me a car clean and valet but when collected at close of day they had not done this.
Everything completed as expected-as usual
Great from start to finish
Very good staff.
Josh, in parts department, was very helpful.
Have always dealt with them for service, and find them very helpful and very efficient and courteous
Organised, very helpful with no drama. Nothing is too much trouble all questions answered.
car cleaned afterwards
Hassle free process
Every element of this experience was outstanding, thank you.
Friendly staff who always kept me informed on progress.
My only issue was the cost, I feel that the prices are too high.
There was happy with the way that my problem was sorted out
Great personal service as always.
Work was carried out according to the schedule. A taxi was provided to get me home and back to collect the car. Work carried out was explained to me.
Kept to timings and was returned cleaned
Call centre staff are not knowledgeable so I prefer to speak to the garage direct. Staff at the showroom/garage are thankfully.
Chris Yeomans is a great guy
The met the standard that I was expecting.
Very helpful and professional
Everything was fine. I ended up sitting in the showroom for almost an hour waiting for a taxi that wasn't ordered for me. It's a small, trivial mistake, but I'd bring lying if I said it made me feel valued as a customer.
I had to cancel work appointments because the garage was short staffed and did not do the work on the day agreed. While these things happen, I should have been informed at the earliest opportunity so that I could make alternative arrangements
As above really plus receiving calls to keep me updated
It's the attention to detail, I was offered a lift back home but ended waiting over an hour for the lift! Also car cleaning is very poor
As mentioned before the team at Cooper Norwich went above their call of duty to assist and sort my issues.
Staff very polite and friendly a pleasure to deal with.
Rusty disk brake hubs could not be rectified under warranty, Video sent only showed the work not done , didn't show how the rear door rattle can be eliminated
Abbie was very polite, friendly and professional. Always greeted with a smile.
Car left dirty and piece of trim missing from front passenger seat. Issue not resolved and reoccurring. I will not be using cooper again
The patronising nature of the service staff to my wife was most unwelcome. To then try and intimate that further work was required over and above that necessary on top was the icing on the cake!
Initially told that I would be charged about £70 to have the oil level reduced - subsequently not charged.
Just a few minor things that if they could have been done differently, appreciate the daily operational constraints, may have made my experience better.
The timing chain on my engine broke, BMW replaced the engine free of charge
Because of the kindness and help shown to me. When the recall was being attended to my wife and I were driven into Norwich. When the repair was completed we were informed and a taxi was sent us to take us back to pick up the car.
Simple Mot but car was service washed which was nice
There where no problems for me to deal with.
Work completed to a high standard
Service and MOT completed without issue however the wash and valet could have been better.
Date sorted for mot and brake fluid change with no hassle and at a time that suited me.
Short notice Cooper completed the repair to my car a day earlier than quoted.
not completely satisfied due to one thing, and its a v minor thing, they said they would clean my car wheels up after servicing and didnt. but no worries as they were v busy that day
Work was completed to spec, albeit took quite a long time
Kept fully updated throughout the time that the vehicle was in their care and also did their best to avoid unnecessary expenditure.
Pick up & deliver back to home. Video assessment of car.
Great service when buying and now through servicing too.
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.
Undivided attention given and friendly staff
Car collected, serviced and delivered back in the same day. Polite & friendly staff
Had to bring it back as wasn't done first time
Because of the wonderful level of service, and the helpful and always very pleasant people in the service. dept.
As above. Plus I have a problem with my new car already following multiple problems with my previous new BMW
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
No complaints. Therefore top marks.
Excellent customer service and vehicle reliability
Service and updates carried out as agreed on time. Service department polite and professional.
All the work I was expecting to be done was done as expected .
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
Always receive a first rate customer service experience.
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.
Overall very good however it would've been a 5 but it took over 2.5 hours to change a tyre.
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.
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.
Same as above...
Courteous, knowledgeable, efficient...ticks all the boxes
Quick and easy
Generally efficient, though service advisers are not technical & have to defer to a colleague for advice. Never phone or email back when requested.
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.
No loan cars available for when I needed work doing, it included an MOT so I couldn't wait until a car was available.
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
Friendly personalised professional service at each visit.
Everything was done just not very quickly
No problems and good communication
Never a problem at Coopers, Norwich.
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
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
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?
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
Nice place nice people nice coffee
As previous answer as I've only dealt with Cooper Norwich
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
Parking is not always easy
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
As above and the area for waiting was comfortable allowing me to work
Repair took much longer than expected
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.
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!
I was dealt with quickly and efficiently
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.
No issues at all thanks
Helpful and knowledgeable staff.
Bmw Berry did not meet their contractual duties
As always, really helpful staff, and the engineers completed the job quickly.
Outstanding customer service.
Insufficient car parking spaces on forecourt to easily leave car prior to work.
Always welcomed by friendly, courteous and helpful efficient staff
Issue identified and efficiently resolved (as far as I am aware)
Service was efficient and friendly
Completed in the time that was stated plus the coffee served is very good!!
Work carried out as planned and car returned on time. Well done to all the team at Cooper Norwich
Excellent service provided by Louise.
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.
Cooper Bmw Norwich always answered all my questions in a professionally manner and provided good service to me .
Fantastic polite and friendly staff who nothing was too much trouble for
See answer in question 1.
Because you asked me
only criticism is getting expensive
Very quick and efficient service.
Since getting my car from bmw - Nulla was amazing and other staff very helpful.
very smooth process from booking to completion,regular updates coupled with a real desire to ensure I was a satisfied customer
Seamless & professional
Professional and friendly service, could do with better service when phoning them though.
Efficient staff and good technical knowledge.
Able to fit in a service as well, thus saving time at a later date.
The only reason for not giving a higher score was that the part that required replacing was not in stock until the next day
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)
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.
I experienced excellent service from Christina Drabble from the beginning. Christina and the sales team was able to offer a very competitive price and responded to my emails in a timely manner, and gave me lots of updates during the sale.
Good selection of vehicles to choose from , delivery day was a good experience and staff were eager to please.
Efficient staff with prompt attention . Comprehensive explanation of vehicle choice all competed in a friendly manner with no sales pressure.
I got the service that I have come to expect which is impeccable, enough said.
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
I have had BMW cars for the last few years and never had a problem. Coopers have been very helpful all the way..
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
Very happy mainly, very expensive add ons added the the purchase invoice at the start.
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.
Everything went as planned, no issues, Nuala was great in keeping me updated.
The service has always been fantastic, we had a bump in the road on the latest purchase but this was sorted out professionally.
Helped and guided through process by every good salesperson
Salesman was excellent and found a good deal for us
Chris goes the extra mile to make sure everything is just right. The way the car is prepared is exceptional.
Made very welcome and listened to your preferred requiements.
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!
Everything was better than perfect except the small matter of correct settings for tyre pressures