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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.

If it were not for my reply above it would have been completely satisfied. I was otherwise well looked after and was made to feel valued.

Service

Excellent service and great team

Service

Lovely to deal with.

Service

Prompt service, video nice touch

Service

Shocking didn't know my car was was even back at the shop in Norwich. So that delayed the process of the car being fix.

Service

From booking service and MOT to completing at the stated time on the day all went very smoothly

Service

time was longer then I was told it would be

Service

Coopers have always been professional and very helpful and are a credit to the BMW brand.

Service

everything went to plan!

Service

Loan car was available as planned asked for a 3 series as probably changing mine next year which the service advisor arranged, Received a video and a call to say the car was ready for collection

Service

Cooper Norwich they are Simply the Best, All I had to do was just sit back and enjoy the buying experience, Our Sales Executive Nuala she was fantastic she took care of everything she delivered seller customer service she is an absolute credit to BMW

Service

I have never been disappointed with any of the helpful people

Service

Service completed, defects rectified, car washed, collected and delivered from home.

Service

I find the service staff I meet at Cooper Norwich to be helpful and attentive. I think they look after the car well but I feel rather detached from the process. (I am used to and enjoy being able to do more things myself than I can with this car.)

Service

As above

Service

It was a big help.

Service

When booking, I was told it would take 'max of 2 hours' for an oil service and during same conversation also told there was a car service into Norwich. I didn't appreciate that the max 2 hours was ONLY for a 'while you wait' service; it took 5 hours

Service

Prompt warranty service and knowledgeable staff

Service

Service team were professional, personable, engaging and efficient and I feel valued me as a customer whilst taking care of my vehicle.

Service

The above answer to 1 covers this well.

Service

They did what they said they'd do on time. Only the simplest service so not more to say. I do value the clean which is included

Service

As above

Service

good communication

Service

There was a lack of understanding about investigation charges and warranty excess that may have to be paid. I had to ask that the service manager was consulted for clarification. This was to ensure I wasn't overcharged.

Service

Staff are always friendly and helpful. I am kept apprised of what is happening with my vehicle and there is a comfortable waiting area. Work on the car is to a high standard - I like the video report & the car was cleaned after the service.

Service

Job done quickly and to high standard.

Service

Easy to deal with, friendly staff, regular updates

Service

As above

Service

Refer to Haja Ceesay who has the full history.

Service

I like to get my car serviced every year and this seems to cause problems as the staff don't seem to know how to react when the computer says it doesn't need a service.

Service

Not the customer facing experience from the Service Dept the Sales force would hope for.

Service

Boot was missed in complementary wash and clean otherwise it might have been a Completely Satisfied

Service

Initial misunderstanding regarding what was covered within the service was rectified by the sales manager

Service

Staff are friendly and they always manage to fit me in! The smart bay guys worked magic on my wheels when they went for a colour change!

Service

Just a good no nonsense service

Service

Great service and for the first time I got to use a curtesy car, which was great.

Service

Service took much longer than predicted. A nail was found in the tyre (not yet causing a pressure drop). I was offered a replacement tyre of a different brand to the factory fit (rather expensive), and not told that current brand can be repairable

Service

After being told the service would take an hour and a half I decided to wait for it at the showroom. After 2 hours I asked how much longer it would be & was told it was just being washed so wouldn't be long. After 2 and a half hours it was ready!

Service

Service good and welcoming on arrival, however you can never get a courtesy car or pickup service.

Service

1st class service as always.

Service

its was OK.

Service

Only prevented from awarding 'completely satisfied' because of [poor quality sound in the follow-up video and no response to an email asking for clarification.

Service

Very courteous people, prompt service, well looked after.

Service

expensive

Service

Great service

Service

Easy to book, quick to carry out, decent waiting area and pleasant staff

Service

Good service given on the day and very good car loaned for the day but needed to return at a later date as in car service reminder/due had not been reset - this required a round trip of 76 miles (1 hr 25 minutes) and a 1hr. wait in the showroom.

Service

Nothing is too much trouble Never, ever have I taken my car for a service anywhere and had a taxi sent to pick me up when it's done - fantastic

Service

Looked after far better than previous poor experience

Service

Chris I'm sales was spot on & very helpful.

Service

Eve kept me up to date every step of the way whilst my car was being done

Service

Booked in for an oil service. Expected time while i chose to wait was approx 90 mins. Car wash was also offered. However time waiting was more like 3 hrs. Due to loaction cooper should offer more courtesy cars to take out whilst car is serviced.

Service

As always, a job well done.

Service

They did what was requested while I waited plus picked up the need for brake pads which was also done while I waited saving a further apointment and trip to the dealership

Service

Speaks for itself

Service

Everyone was really polite from the reception to the service nothing was to much trouble

Service

Iwas fitted in faster than I expected on a Friday

Service

easy to book, very friendly and helpful staff. Extra points for sending me a visual health check video of my car while up on a ramp. Also the wash and clean afterwards show that you do care for your clients car.

Service

Very efficient.

Service

The servicing was carried as discussed with no 'nasty surprises.' The staff are all very pleasant and the charges, not outlandish.

Service

For a two year full service the engine seems more louder

Service

On this visit everything went smooth, booking in was on time, loan car ready, was updated during the day and car was ready on time.

Service

Delay before being able to book car into service due to loan car avialbility.

Service

Compared to other car dealerships I've visited cooper BMW is probably the worst.

Service

Manager, Jonathan Robinson, is top class

Service

Because I was completely satisfied.

Service

Car sorted, in time, no surprises and pleasant and helpful person serving me

Service

Great experience, from dealing with the documents to picking the new car up! Brilliant.

Service

Very satisfied, even had car cleaned after having MOT

Service

Could not fault anything. Although fault not showing I was reassured it was worth checking

Service

Great service

Service

As above

Service

Good service and well looked after by the staff.

Service

Everything dealt with as explained with good communication

Service

No change from the last survey.

Service

No issues.

Service

Paying over £100 to rectify a software problem with the idrive system annoys me.

Service

Getting too expensive for the services required -- too much 'show' and glamour for work that can be done at smaller service stations / providers

Service

Because all the people were helpful

Service

Cooper Norwich arranged 50% discount with BMW for the repair of the gear selector

Service

Yes i was given a courtesy car but i was not given updates , not once did anyone ring with an update as to what was happening , when i did phone the info i was given was nothing to do with us anymore BMW Germany dealing with the issue , j

Service

your staff made the experience - fantastic throughout

Service

Thanks to everyone

Service

Very good service department

Service

I was advised in advance that my car was shortly to be in need of its first MOT. Having booked it in for this and it's service I was sent a reminder. The whole process was carried out in the dealership's usual very satisfactory way.

Service

Single out Kyle for his factual guidance, owning the (warranty) issues and ordering ahead of discussion.

Service

no problems at all

Service

Very disappointed in the lack of response to my concerns . Every time I have requested a courtesy car as I live 25 miles away, there has never been one available!!! Amazingly poor record for three years.

Service

Service with Coopers BMW is always reliable and friendly

Service

MOT and car wash, supposed to take 1hr 30 mins. After about 2 hrs. I started asking if my car was ready ; "No, waiting for paperwork and wash". Eventually I was insistent as I noticed my car had sat out front for some time. 2hrs. 40 mins. after pushi

Service

Friendly staff

Service

All very polite

Service

Kept informed Flexible collect times Disappointed that my tyre pressures weren't sorted so still have the alert despite a £300 bill

Service

I had MOT on my 335 & it passed fine, but not totally happy about advisory on front discs just because they are rusted on out cm even though no wear on them!!!!

Service

The front brake pad service was done well but the warning was not reset and still reads 1600 to go after the job has been done.

Service

I have dealt with Coopers ( previously Lind) for many years , they really have upped there game recently. I really felt they genuinely cared.

Service

Work completed on time.

Service

Very polite, prompt at service reception and keeping me advised on how the work was going, also if I needed to go to the close by shopping complexes they would have taken me and picked me up when the car was ready.

Service

Good service and curtesy car provided

Service

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

Service

Kept informed and punctual

Service

Cost of an oil change

Service

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

Service

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

Service

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

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

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

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

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

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

Service

Great from start to finish

Service

Very good staff.

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

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

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

Kept to timings and was returned cleaned

Service

Very satisfied

Service

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

Service

Chris Yeomans is a great guy

Service

Chris Mayes went the extra mile to deliver

Sales

Late delivery

Sales

Great experience and very helpful.

Sales

No issues

Sales

Seamless part exchange and purchase.

Sales

Couldn't have asked for more.

Sales

James Albon understood my requirements and budget. I am extremely pleased with my new car specification which is better than I thought achievable.

Sales

See prvioys comments. When I have picked up my previous cars, to a certain extent I was made to feel an inferior type of customer. Certainly not the case with Christina at COOPERS BMW NORWICH.

Sales

The experience was kept informal but everything was explained in a business like manner

Sales

First Class all round service

Sales

This is our first experience of purchasing a motobility vehicle so glad we chose BMW the whole process was made easy by a very experienced salesman Gavin who kept us informed throughout and our new car arrived on time highly recommend your service

Sales

Love the car

Sales

Chris Barnes went out of his way to help up find the car we wanted and help us during the process.

Sales

Always a great experience at Coopers Norwich.

Sales

Everyone is so pleasant and helpful

Sales

Good price with good friendly and helpful service.

Sales

Efficient, smooth process with good trade-in figure after negiotiation.

Sales

Car very late in delivery. still waiting!!

Sales

Nathan Foster

Sales

This is the sixth car I've bought from them so they must be doing something right

Sales

Jake the sales exec looked after me very well. There was some pressure to take the car before the end of August rather than wait until 1st Sep (although think pressure came from above rather than Jake himself) otherwise I would have given 5 stars.

Sales

Nothing to add.

Sales

Staff always polite and helpful. No hard sell. We never felt under pressure to make a decision.

Sales

Well looked after and salesman understood what I wanted without pushing me towards something I didn't want

Sales

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.