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Professional; informative and paid attention to detail.
Good job done by all
1. The video of the heath check was very basic and short.2. I was told in the video the car had incorrect tyres fitted. The advisor in the office told me the car had 255 width tyres all round. This was incorrect information as the rears have 285s.
Got an email stating that the car had not spilt liquid on itself and therefore the repair was not covered under warranty. Found that very condescending. Collection of my car not driven by when it was suitable for me but availability of courtesy car!
I arrived very early but the staff were very accommodating and the job was started before the allotted time
Kept me informed of the state of my car
Would have been a 5 had the cost of replacing a bulb not been so high.
Difficulty in communicating with Cooper (Inchcape) through their impenetrable call centre.
Did what I required
Good and professional service. Liked the video showing exterior assessment. However a few points to improve on:1. Had to follow up to confirm when vehicle is ready for collection2. Favourites button settings have been erased without notice
Great service and care taken, I needed a new tyre and this was fitted promptly and the courtesy car (which was suitable for my family) was left with me. Only down side was that the tyre was approx £30 more expensive than elsewhere.
My alloy wheel was damaged in changing the tyre and I was not informed, only to find out when I got home.
Everything was dealt with in a very professional way and I can't fault the service given
The service and contact with the advisor was good. The car had not been cleaned on collection but the advisor got this sorted out straight away.
The persisting juddering issue has been diagnosed incorrectly 3 times. Following test drive the senior technician mentioned that the gearbox could possible be at fault however no one has looked at this through out
Little bit of hanging around when booking in and collecting but generally very good.
Although the car was a few days out of warranty, they did a warranty repait with no charge
No feedback about availability of car after phoning twice!
I dislike the call centre when booking in, Id much rather speak directly to the service centre. I also dislike having a greeter at the dealership creating a barrier between the customer and the service advisors, though I understand why you do it.
Was disappointed that the car was not valeted as well as usual, the interior of the car had not been cleaned. Not up to the usual standard.
Great service, but not perfect. That part that was needed was not pre-ordered causing some delay.
Unable to park up and return hire car , Delay in being seen once I arrived to collect car and then unable to collect car until 2 other cars had been moved
All done according to plan
The service of my car was done in half the specified time. The customer service was great.
3 times car taken in for a job which was paid for but item still not working
Service Manager failed to call me back. Problem with car not fixed after two attempts
Had good customer service from Henry Tanor, kept me informed throughout the time my car was with the garage. unfortunately car developed another fault on collection and needed to be re-booked to be checked.
Parking for customers is a nightmare at Cobham and needs to be addressed. I was also offered the car wash and clean but unfortunately they forgot!
The service was good.Efficient , well handled with the exception of the credit, which was left with me feeling I was in the wrong.
I informed the dealership advance what was wrong with the car because MOT at local garage had informed me; dealership did not have the part in on the day of the service and repair so my family which only has one car was without a car overnight.
Arrived on time and delivered on time
Very quick and efficient with comfortable functional waiting area
Failure to deliver the car back someday despite advising garage ahead of service that it was important I needed the car back. Delayed start of holiday break which meant a drive of just over 4 hours took nearly 8.
Good overall service. Had to wait for attention when I arrived.
I would recommend BMW but I think BMW customer service has slipped in the last couple of years so although I advocate BMW I wouldn't recommend Cobham. I also sent an email direct to the after care manager and received no reply - not impressed at all.
BMW told me that service is done, i did not see what they change or what not
Work done and cost was satisfactory but the customer relation experience that I used to receive has dropped considerably , felt like too busy , short staffed and I was like a box on a conveyor belt .
Poor communication, in fact most of the communication was from me to Cooper Cobham to find out what was happening. My car was impacted on the door and had to go through the body shop. I was not informed until I asked when my car was being returned.
Unfortunately the software fault has not been fixed. And your software rig now needed to fix is broken, not available for x weeks.
Although there was a delay in the work being done, the service agent went the extra mile to accommodate my requirements
I've been a loyal customer ever since I purchased my BMW approved car from Lincolnshire 6 years ago. During the last 12 months I have seen the service at Cooper Cobham decline. It's a real shame. I wonder whether the management has changed
See above, the team went the extra mile .... they kept me informed on timescale ( I had a while you wait major service to my car) and they also provided helpful safety advice regarding my tyres - a very comfortable customer experience
Free check didnt even include a top up of windscreen wash!!!!
It took 90 minutes to check my car in for service having negotiated a rammed car park. I was disappointed to be given a hire car inferior to my own car.
Excellent service from Kait Nugent service receptionist. Excellent service by Technician on my car and the cleaning of my car well done BMW Cobham Surrey.
Attention to detail, paying attention to what was actually needed not ploughing ahead with what might be wrong from other findings.
Service was conducted efficiently but there was a strong smell of stale smoke in the car when I collected it.
This was a 'recall' rather than service, arranged and completed at my convenience
Valet poor as explained below
Good customer service from BMW Coopers Cobham, however they did not have the parts in stock to fix the issue which had been briefed 3 weeks before the service. Little frustrated I need to go back as they hadn't got the parts in stock
Dropped car off first thing in the morning at 7:30am, needing only an MOT and brake fluid change. However car was not ready for collection till 6:15pm, which was not convenient so I had to collect next day. Thisasic work shouldn't need the whole day!
The staff are friendly and professional along with being efficient. I was kept in touch at every stage of my service
I asked for the check of noise when reverting but BMW Cobham adviser told me no problem found and only check the wheel break and still charge me the labour fee with problem still remained.
This dealership is woefully under resourced. The premises are too small and the general facilities including staffing levels are inadequate for the demand in this area for BMW and Mini servicing, etc.
Lovely staff and parking was a breeze
End of warranty health check - told all ok, not given results, 1 week later MOT failed, 2 illegal tyres, 1 in dangerous condition. BMW apologised and when asked for tyre price email response was tires fitted free with purchase ?? went elsewhere
Everything was completed to my satisfaction
Unfortunately the cause of the leak could not be found on this occasion, however on previous occasions I was completely satisfied
Once again we had an issue with a courtesy car. The enterprise representative was unfriendly and unhelpful. I had to ask for the support from new car sales myself in order to resolve the situation
Building too small, car park is a nightmare!
Courteous and efficient.
Couldn't fault the service advisor Henry Tanor - he kept me fully informed whilst the work was taking place. See above for the reason for the lower score.
The inspection of my car was carried out very qiuckly although it was not easy to park nearby on the premises.
service staff were very helpful and considerate.My only slight criticism is the initial phone receptionist ,while polite,came over as a bit bossy.
Airbag recall safety check was done swiftly and on a Saturday morning.
Did what was expected
For promptly arranging an appointment and for the willingness and understanding shown in dealing with the problem
See above. Nothing more to add really.
This was the 2nd time my vehicle had been in for a service where I had asked that they also attend to an annoying noise that comes from the rear of the car virtually every time I go over uneven road / a bump or small pot hole. Still not fixed.
All done on time, good communication from service advisor Henry and car delivered back to my house.
The technicians are long standing and have a huge and in-depth knowledge of the older BMWs, in addition to the current lineup, so there really is no other choice of dealership to look after my two BMWs, seperated in age by 15 years.
They caused further faults while they had the car, and promised me 2 phone calls explaining why they had done what they had done. A week later, I'm still waiting for these phone calls. - I don't hold much hope of receiving them.
Everything was explained to me. I was shown around the car and felt confident to drive away.
BIT OF A WAIT ON COLLECTION
Great car. Would like to have gone through the features more.
The experience was good during the purchase process however once I had taken delivery of the car and had queries I found the after sales very loaking
As per first answer and gave us as much time as we required to ask questions when we collected it
Cobham sales kept us well informed, but delayed delivery affected our score.
Ease of use
They found the right car for me at the right price.
Overall very satisfied but it took 6 months to get the car.
the car had the wrong registration plates on it which i discovered when i got home.on reporting it to the salesman immediate action was taken to retrieve the car and rectify the error. anybody can make a mistake it is all about how it is sorted.
All excellent save the necessity to buy car through poor value finance deal.
Kept me in the loop, no pressure