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ABOUT COOPER COBHAM.

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ROAD TAX CHANGES 01/04/2017

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What type of BMW Engine is right for you?

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Meet the team

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Lewi Fasulo

Head of Business

Alex Miller

New Car Sales Manager

Simon Hurst

Used Car Sales Manager

Javeed Ali

Transaction Manager

Peter Williams

Transaction Manager

Lee Fogg

Transaction Manager

Jack Bristow

Sales Consultant

Jamie Smith

Sales Consultant

Miguel Neulaender

Sales Consultant

Neville Contractor

Sales Consultant

Jane Gualdino

Sales Consultant

Kevin Van Hinsbergh

Sales Consultant

Paul Smith

Sales Consultant

Kieran Mant

Sales Consultant

Marvin Mills

Sales Consultant

Oliver Noakes

Sales Consultant

Leroy Marshall

Sales Logistics

David Skinner

Aftersales Manager

Luke Clark

Service Reception Manager

Nicole Waller

Service Advisor

Emma Walker

Receptionist Host

Lorna Kirk

Receptionist Host

Luke Woodards

Dealership Accountant

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.

We had to wait about ten days before we could get our car booked in after we had identified a problem with it. In our view this was too long. Once the car was in, the problem was solved and the car returned by the end of the day.

Service

client interaction

Service

Excellent service rep, knowledgeable and personal.

Service

The service was carried out efficiently and the service Advisor explained what had taken place

Service

Slick. Effortless on my part

Service

On arrival I was able to find a parking space with ease. I was greeted in the car park and informed who my advisor was going to be. The reception staff made me feel at home when I walked in the the Service staff made me feel like one of the team.

Service

Same as above

Service

The service was extremely professional and everyone who dealt with me on the day made me feel special.

Service

Service was carried out as requested and on time.

Service

Everything was handled in a timely manner and efficiency - with special thanks to Kayleigh Widdowson (at Cooper Cobham)

Service

1. No capacity to park my car on arrival. Completely overloaded with cars arriving and trying to leave.2. No Ioan car available despite me booking it three weeks before AND phoning on the day to check 3. No taxi available 4. Wasted half my day

Service

Jane was extremely helpful and considerate thanks

Service

Had to return to get service book stamped. Asked not to wash car, but they did. Rather than sending a video of oil leaks I would have preferred a discussion about how soon they could fix. Emailed asking for service and body appointment but no reply.

Service

Because of the way the issues were dealt with by the Dealer Principal, I feel reassured to give them another chance.

Service

Fantastic to drop car at short notice and collect an almost new courtesy car. Car repaired and recieved good updates. Also received discount on new part as air suspension failiure at low mileage

Service

I had alerted Service Dept well in advance of a Cruise Control failure warning light but a spare part had not been ordered in anticipation of the vehicle’s servicing date. The vehicle was therefore returned to me lacking a repair.

Service

Always deliver.

Service

Car had been cleaned but left outside at service garage overnight and arrived at my home somewhat dirty the following day.

Service

I was told all would be completed in 24 hours, but in practice the car could not be returned for 48 hours

Service

Made to feel welcome and valued

Service

If the person manning the reception area at the top of the escalator had been helpful it would have been a different matter.However the subsequent help from the manager and the booking in girl was exemplary

Service

Everything you were asked to do happened smoothly and efficently

Service

Excellent and friendly service. Well explained. Good communication and work completed as discussed / agreed

Service

Nicole in service was fantastic, looking after every facet of my car repair, including dealing with the insurance company. The work was completed faster than expected, it could not have been any better!

Service

I was booked in for a courtesy car which was not available and we needed to reschedule.

Service

Not totally sure boot rattle problem has been fixed. Boot still rattles occasionally

Service

The service provided was excellent. The only caveat that I have is in regard to the pricing of replacement tyres which are typically around 25% more expensive than the price available elsewhere.

Service

The car was returned promptly and was nice and clean.

Service

This last visit was so much better than the previous couple, things were back to the high standards that I have grown to expect. Nichole was fantastic and the atmosphere was back to calm efficiency rather than the bedlam last year.

Service

Despite all the information around the branch about the importance of providing a great customer experience I found this to be far from the reality

Service

Got misquoted on the phone, actual price was doubled within a couple of minutes speaking to the advisor on the day and waited 1 hour for my loan car.

Service

I was unable to resolve the issue that my family have with your database. The matter has been referred to someone else but I have not heard anything since.

Service

As above

Service

Seamless and efficient service.

Service

Very polite, helpful staff apart from the aforementioned experience.

Service

Just the waiting time spoiled the service.

Service

they haven't completed work because of time constraints. The vehicle was dropped off at 09h30. This not acceptable.

Service

I don't feel the centralised service booking center is always an appropriate way to book in a service / maintenance when something is wrong with the car.

Service

Excellent service, as is the car

Service

No issues and service staff communicated well and kept me informed of progress

Service

Always good service from this company.

Service

Service was carried out in the time framework indicated and the facilities whilst waiting are quite good

Service

Happy with the staff; Kept me informed

Service

Service great thank you

Service

we are completely satisfied

Service

Had a puncture and they fiitted me in that day to have a new tyre fitted.

Service

Booked it in online, turned up and had the car serviced, which was ready at the time I was told, and collected a spotless car, both inside and out. What more can you say! Excellent service and the staff are always friendly, efficient and professional

Service

The advisor was extremely couteous and informative. We bought the 2 year service plan

Service

Not 5 star because I was quoted a pre VAT cost, I'm a personal customer you knew that, quote on what it costs. You manage expectations, I don't get surprised. Customer service was ace.

Service

Everything went like clockwork.

Service

MOT done with no hidden surprises!

Service

The spare part that I ordered post booking the MoT/mini service was not recorded on the job sheet. Fortunately, you had one in stock.

Service

Dealt with my problem in updating the navigation system maps efficiently and without fuss.

Service

After discussing part exchange no telephone call to discuss valuation.

Service

Efficient service

Service

Completely satisfied

Service

Staff excellent and great follow up video but when I arrived I was told I actually did not need it.

Service

The sales team were beyind reproach. Nothing was too much trouble and service was delivered with a smile.

Service

Perfect service

Service

They lost the car's service history booklet and have not so far found it or re-created it.

Service

Prompt efficient service

Service

Staff were great, courtesy car was good and our service pack was utilised

Service

Good reliable service and very pleasant staff

Service

As above, I'm extremely happy with the service. The only niggle I have is that the courtesy car wasn't very clean inside - but I appreciate this could have been down to availability and time constraints.

Service

My Car wasn't serviced, requested due to an upcoming long Holiday journey. Subsequently I had a problem with the Car on Holiday - Thanks BMW for been so uncompromising and inflexible - Time for an Audi or Range Rover!

Service

Service inspection completed promptly

Service

When i put my X3 in under warranty there was very poor communication & poor updates regarding my vehicle. I constantly had to contact them, (a total of 8 times) for them to not reply. They had my car in for 4 days & the problem is still not fixed.

Service

Great service, the waiting time was exactly what was quoted. Nicole was very polite and informative.

Service

The service advisors were great. Extremely professional, very friendly, and got the work on my car done in a very timely manner.

Service

Everything was smoothly done.

Service

I was hoping to have the service done in a day, alas it was not. My replacement car was a 1 series, my car is an X1, I would expect a similar car or something better. There were 2 empty bottles in the replacement car. Generally service was average.

Service

Communication with the service department was very poor. Including repeated requests for call back, lack of notification of out come of warranty assessment, attempts to recover item left in hire car

Service

I could not do otherwise.

Service

as above

Service

as above

Service

I wanted to avoid inconvenience of having to make two booking hence wanted service and warranty work to be completed on same day. A bit of fore thought by Cooper would have achieved this

Service

Nothing to be unhappy about.

Service

See Q1

Service

My 330d touring Xdrive has very squeaky whiny brakes and on two occasions, over a period 4 days you have attempted to fix them but the problem is still there.

Service

All work completed on time and on budget. Lovely coffee, comfy chair and wifi!

Service

As above

Service

The staff were welcoming and they scheduled repairs and supplied a alternative vehicle

Service

quick, efficient, car returned clean!

Service

Great customer service by all, and Nicole in particular

Service

Had to wait to be served, but service itself was OK

Service

Despite my venturing into the sales area inside and outside no one approached me to offer attention to my possible questions.

Service

Car was serviced within the 90 minutes. Review of car maintenance was explained very well. Given a few tyre pressure tips.

Service

Fast efficient service

Service

The 4 stars given were based on the service, attention and advice given by the service adviser in conjunction with another mechanic in sorting out the renewal of a coolant tank, a thermostat, and undertaking additional pressure tests. All at £222.78

Service

Lois was very professional, friendly and helpful.

Service

Fantastic Service team. They are flexible, supportive and really helpful. Very impressed with the Cobham team. This is why I always go back to Cobham even though it is not my local BMW dealership.

Service

efficient and good value

Service

Paid for engine oil top up. Drove away and the engine oil light comes up.Annoying rattle under the dashboard after service.

Service

Very speedy and efficient.

Service

Like with all customers we just wanted to be updated on the progress of my wife's car repairs, we had to ring 4 times to get updates. Yes they had 3 people off but the car took a week to repair and the communication was very poor.

Service

As above

Service

Friendly service

Service

Comfortable in the knowledge that my car is in safe hands.

Service

Excellent apart from the fact that I was kept waiting for 45 minutes to check in.

Service

Apart from a few minor issues I was pleased with the service provided and the outcome

Service

Excellent collection from home and return the same day after 6 hours. Good communication, excellent service assistance by Lucy. Live relay of health check is most impressive. Not overcharged.

Service

Took under an hour to do first service which was great. Only issue was the valet clean could have been better, may be that's why it was under an hour !

Service

As above, and all went well with the service/MOT

Service

The staff I dealt with were helpful and competent.

Service

The staff were very helpful and friendly, they looked after my every need.

Service

They did as they said they would but it tok longer than I had hoped. I liked their system of explaining worn tyres but not the price quoted for replacing them.

Service

A slick and professional service.

Service

Very satisfied

Service

Service reception and customer care (Nicola?) is first rate

Service

The service was fantastic as always

Service

I would have put completely satisfied if the valet had been more thorough. There were smudges and watermarks left on outside body

Service

Everything went very smoothly and according to plan.

Sales
Thank you for your feedback and we are very happy that Oliver and the Team delivered a smooth customer experience. Lewi Fasulo - Head of Business.

The car wasn't as clean on the inside as I'd expect with a brand new car. So this let the service down.

Sales
Dear Ms Khan. Thank you for your feedback and please do contact me directly so I can organize another valet for you free of charge. Lewi Fasulo - Head of Business.

Very nice handover. Missing tyre mobility kit. Still waiting for the securing strap.

Sales
Thank you for your feedback.

My purchase was all completed by Phone and e-mail , the speed and efficiency of all information exchange was excellent.

Sales
Thank you for your positive feedback and the whole team wish you many miles of happy motoring. Lewi Fasulo - Head of Business.

Very good buying experience

Sales
Thank you very much for your positive feedback. Regards, Lewi Fasulo - Head of Business.

In addition to the above Neville Constuctor, the sales executive, helped us in all aspects of the purchase. This included the removal of some options to reduce the list price to avoid the punitive road tax for cars with a list price of over £40,000.

Sales

Marvin is a credit to you

Sales

All queries handled promptly and politely, it was always clear where we were in the process and next steps.

Sales

It was a long process due to delivery as I understand. But through out the negotiations and delivery, Jamie Smith was an excellent driving force to conclude this deal. He was cool, clearly explained points arising, very calmly concluded the deal.

Sales

We achieved the purchase with the relevant car specification detailed and documented in a convivial manor.On the delivery day the very detailed hand over process gave us both a great insight into all the control systems and various menus associated

Sales

Car was delivered quicker than expected due to the hard work of the sales executive. the car was immaculate when I picked it up, and I was given a thorough introduction to all the cars features

Sales

great service from Jamie

Sales

So quick. Very impressive

Sales

some minor issues but nothing major and I liked the fact that resolving the issues was very straight forward

Sales

Answered questions

Sales

A very good experience all round. Everything was very smooth running, including all paperwork, taking me through the controls of the car, and communication re pick up.

Sales

Neville and the team got back to me promptly and it's great buying a car from people who love their product.

Sales

I had to ring twice see when the car was available for delivery. Its been 12 days from collection this is the first contact I have had.

Sales

Olli Burns was simply fantastic- very courteous and involved making effort to understand the client than just sell him a vehicle- very refreshing

Sales

I have been sold cars by Jamie Smith for years and will always go back to him. Always easy and Jamie is very accommodating.

Sales

The car was sourced quickly and the process was well managed and up-dates provided

Sales

everything came together really quicklu. Neville from BMW cobham was amazing and really made me feel confident with the sale of my new car!

Sales

In addition to my points previously, our sale transaction was a clear and communicative process, with our sales rep Ollie, doing everything with friendly enthusiasm to make us feel reassured about our purchase. Well done to all in the sale of our car

Sales

Service centre staff were excellent and dealt with their being a fault on the car very well. It's only 4 stars because ultimately I had to leave my new car behind to be fixed.

Sales

same reason as above

Sales

Very congested car park makes visiting showroom awkward

Sales

See above. Full marks for providing a full tank of petrol.

Sales

Very attentive but no pressure.

Sales

The salesman was very helpful, knowledgeable and handled things very professionally.The only improvement I could suggest would be for BMW to offer a suitable online tracking tool so that customers can keep themselves fully informed during the process

Sales

the service and attention while purchasing the car was excellent