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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.

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

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

Service

As above

Service

My issue with the dash cam was resolved to my satisfaction

Service

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

Service

Quality

Service

The job was finished to my satisfaction

Service

The reason is given in my answer in question 1

Service

As above

Service

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

Service

Lift to and from city centre very helpful

Service

You just don't feel valued as a customer.

Service

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

Service

scascas

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

See above

Service

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

Service

Unable to fault

Service

Very good staff and attention second to none.

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

M cars are worth the effort

Service

Convenient time arranged. Impeccable courtesy and helpfulness of explanations.

Service

What I asked for, was completed.

Service

Answer as previous

Service

Constantly updated, always very positive and pleasant.

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

Following Marl Small's help.

Service

Nothing too much trouble

Service

As stated above.

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

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

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

The overall level of customer serve is faultless. All businesses should model themselves on Coopers BMW.

Service

All the issues were dealt with very satisfactorily.

Service

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

Service

Seriously happy

Service

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

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

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

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

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

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

Service

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

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

Jake was knowledgable and spent time with us everything went smoothly

Service

Collection of car and return excellent

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

Poor Customer Service

Service

The staff are excellent especially Johnathon Robinson

Service

Brilliant

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

Efficient process

Service

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

Service

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

Service

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

Service

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

Service

Job completed which car went in for

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

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

Because it was average.

Service

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

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

Again good service

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

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

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

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

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

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

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

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

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

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

Service

Appointment was started on time creating minimum waiting time.

Service

My repair was carried out quickly and efficiently.

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

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

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

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

Welcoming

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

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

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

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

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

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

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

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

Sales

Kept informed from ordering to collecting

Sales

Treated like royalty

Sales

Excellent service

Sales

There was a problem with delivery of my vehicle from the manufacturer. The dealership made my frustration much easier to cope with.

Sales

Lovely, friendly people from the receptionist, through to the salespeople, not forgeting the skinny lattes. Nothing is too much trouble at Cooper Norwich BMW.

Sales

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!

Sales

Good service, friendly staff, very pleased with my new car.

Sales

Everyone I met throughout the process has been 1st class

Sales

Good communication, prompt delivery from Yorkshire.

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

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

All went very smoothly and much care given to individual needs

Sales

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

Sales

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

Sales

James Richardson was fantastic

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

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

It was a pleasure from start to collecting my car

Sales

helpful and responsive contact who kept me informed

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

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.