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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

Emily Adcock

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.

Would have given 5 stars but no Wi-fi while I waited - think there was a system fault.

Service

Kept informed and punctual

Service

Expainained what they had done to check the problem and offered a solution

Service

Cost of an oil change

Service

It was carried out with the usual efficiency I have come to expect

Service

Cannot fault it, finished the car quicker than the time given but forgot to turn off the service warning light.

Service

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.

Service

didn't find staff friendly. car was missold from cooper teeside.

Service

Staff were very helpful after the first blip but still a large unexpected and additional cost to running the car

Service

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.

Service

The staff made the entire process as simple as possible - from booking to arrival, providing alternative travel arrangements and collection/handover.

Service

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

Service

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

Service

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.

Service

Josh, in parts department, was very helpful.

Service

Everything completed as expected-as usual

Service

Organised, very helpful with no drama. Nothing is too much trouble all questions answered.

Service

Very good staff.

Service

Great from start to finish

Service

Have always dealt with them for service, and find them very helpful and very efficient and courteous

Service

car cleaned afterwards

Service

Every element of this experience was outstanding, thank you.

Service

Hassle free process

Service

My only issue was the cost, I feel that the prices are too high.

Service

There was happy with the way that my problem was sorted out

Service

Friendly staff who always kept me informed on progress.

Service

Kept to timings and was returned cleaned

Service

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.

Service

Great personal service as always.

Service

Very satisfied

Service

Chris Yeomans is a great guy

Service

Call centre staff are not knowledgeable so I prefer to speak to the garage direct. Staff at the showroom/garage are thankfully.

Service

As above really plus receiving calls to keep me updated

Service

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

Service

As mentioned before the team at Cooper Norwich went above their call of duty to assist and sort my issues.

Service

The met the standard that I was expecting.

Service

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

Service

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.

Service

Very helpful and professional

Service

Staff very polite and friendly a pleasure to deal with.

Service

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

Service

The timing chain on my engine broke, BMW replaced the engine free of charge

Service

Just a few minor things that if they could have been done differently, appreciate the daily operational constraints, may have made my experience better.

Service

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.

Service

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!

Service

Car left dirty and piece of trim missing from front passenger seat. Issue not resolved and reoccurring. I will not be using cooper again

Service

Abbie was very polite, friendly and professional. Always greeted with a smile.

Service

Initially told that I would be charged about £70 to have the oil level reduced - subsequently not charged.

Service

Simple Mot but car was service washed which was nice

Service

Good service

Service

Work completed to a high standard

Service

There where no problems for me to deal with.

Service

Short notice Cooper completed the repair to my car a day earlier than quoted.

Service

Date sorted for mot and brake fluid change with no hassle and at a time that suited me.

Service

Great service when buying and now through servicing too.

Service

Kept fully updated throughout the time that the vehicle was in their care and also did their best to avoid unnecessary expenditure.

Service

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

Service

Pick up & deliver back to home. Video assessment of car.

Service

Work was completed to spec, albeit took quite a long time

Service

Service and MOT completed without issue however the wash and valet could have been better.

Service

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

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

Service

Undivided attention given and 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

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

Service

Excellent customer service and vehicle reliability

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

Always receive a first rate customer service experience.

Service

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

Service

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

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

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

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

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

Friendly personalised professional service at each visit.

Service

No problems and good communication

Service

Everything was done just not very quickly

Service

Never a problem at Coopers, Norwich.

Service

See above

Service

very satisfied

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

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

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

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

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

Repair took much longer than expected

Service

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

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

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

Helpful and knowledgeable staff.

Service

Bmw Berry did not meet their contractual duties

Service

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

Service

Outstanding customer service.

Service

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

Service

Always welcomed by friendly, courteous and helpful efficient staff

Service

Service was efficient and friendly

Service

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

Service

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

Service

Excellent service provided by Louise.

Service

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

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

only criticism is getting expensive

Service

Because you asked me

Service

Very quick and efficient service.

Service

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

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

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

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

All I asked for was carried out satisfactorily

Service

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.

Sales

Good selection of vehicles to choose from , delivery day was a good experience and staff were eager to please.

Sales

Efficient staff with prompt attention . Comprehensive explanation of vehicle choice all competed in a friendly manner with no sales pressure.

Sales

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

Salesman was excellent and found a good deal for us

Sales

Helped and guided through process by every good salesperson

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.