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It took from 0815ish to nearly closing time to complete
Very good experience
They make the sale of a new car such a lovely experience
Had to wait to long to hand over my vehicle and when collecting my vehicle. £1000 excess for cc excessive, had to pay excess waiver even though my insurance policy covers me for any car this was not acceptable to the Dealer
the complimentary valet was offered and I accepted. When I next opened the boot the compartment has not been vacuumed.
Friendly, helpful, efficient.
a difficult day weather wise for Cooper Cobham to get to me to pick the car up and then return it the same day. This was a very impressive effort on their behalf to do this
As per the previous statement.
A squeaking from my brakes has not been fixed. I was told it was difficult!
We dropped our car at Coopers in Cobham at 7:30am for a MOT and a break fluid service. Despite us calling at various times we were not told that the car wouldnt be ready to take home that day, until 6:00pm! Totally unsatisfactory!
Not sure why it needed to take most of the day to perform the check and MOT but it might have ben because Cobham had to fit me in when Thames Ditton failed to.
Waited over 40 minutes to be served despite being asked to come and pick up the car. Similarly on drop off.
Repair completed, car washed, tyres checked. fresh coffee, friendly staff.
Difficult to find a parking space. Was not told about recall work requiring 4 hours plus of programming in addition to service, until I checked in - if I had been told beforehand I would have arranged for transport .
Received excellent customer service from Nicole. She was fantastic and kept me up to date with ongoing works with the car. She also ensured I had a courtesy car. She is an asset to bmw cobham
I didnt have to wait long when I arrived. I was advised who would be looking after me and shown to my car.
I was a little disappointed I had to travel to cobham to have my car serviced as my local Thames Dutton dealership was unable to accommodate me. However, the service status on the cars computer is still showing the mot to be due.
Work was carried out on time and car handed back efficiently.
Service experience is 1st class
Comparing it to my Mercedes experience of many years , it lacks a degree of urgency in returning ones calls on technical issues
Nice service desk staff, set my service clock to March 2018 when it should have been 2019 though
The friendliness of the sales advisor(Jamie Smith) immediately made us feel homely and and not that of someone trying their hard sell tactics to get a sale. He made time to answer questions and explain where necessary.
Check in procedure was awful. I had to go to Reception, then sent upstairs where I was met by another receptionist who took my name, ticked that the car was in, and then told me to sit down. I had to wait 15 minutes before another person turned up
Everyone very helpful but reasons above apply
Very professional all round
My MOT FAILED DUE TO NON BMW HEADLIGHTS FAILING BMW ALIGNMENT TEST. THE AIRCON WAS NOT FIXED AND REQUIRED ANOTHER £100 CHARGE JUST TO GET TO THE PROBLEM SO AFTER £400 OF SERVICE I HAD TO TAKE IT TO ANOTHER GARAGE. FRANKLY IT WAS A DISASTER!
Difficult service reception and the following service was very disappointing
As above, great service!
Nice to get a call and reminder for the service is due
I didn't feel I should have been charged for a diagnostic check when part of the problem was due to engine parts, supplied by BMW, failing within 12 months. (fuel injectors on a 320i)
I was completely satisfied.
I noticed a few days later that the SERVICE NOW message was being displayed as I started the car, so I had to go back to have that reset as it was overlooked when the car was serviced.
This would be 5 stars if not for the challenging parking situation at the dealership. Having said that, the staff are exceptional with the service manager even going out in the snow to retrieve my car from the heavily parked area while I stayed warm
The outcome was great and my car was fixed however I felt like communication could have been better. I had to chase quite a few times to find out when my car would be ready.
Service and MOT fine. Car not delivered back on day of service, but following morning. Car well presented on return. Advisor has not responded on price for replacement tyres. So not as impressive as usual
Could not be more helpful
Car was delivered back extremely wet inside. Whilst I appreciate my car being cleaned whilst it is there for a service I really dont want it returned wet. I had to send it back to be dried out before I could drive it .
Everything that needed to be checked was done and the MOT carried out all in one day plus the loan of a car.
Usual excellent service.
Very good service and despite running out of loan courtesy cars they immediately arranged for a hire car from Enterprise.
BMW warrantee insurance issues first but my BMW garage in Cobham helped me and sorted it for me
The repair was a good will gesture and involve a the loan of a car while the work was completed
Cheerful and happy staff
Too slow in response re having extra work done to vehicle. Answer provided was fine.
Very good - quite expensive for a minor service. Costs more to service on a per year basis than my other car - a Porsche.
The car had to remain with service department overnight - that was no problem at all as I had a loan car. The service rep said he would call me at 09.00 the following morning with an update. The phone call didn't come and I had to chase repeatedly.
The waiting time to see someone to just book it in is far too long in my opinion. Then when calling to see if ready the person couldn't be found so the receptionist had to rely on a post it note on his desk to call me back... I had phoned four times.
Hire car I had booked wasn't available, I had to offer a solution, a taxi. The car was not ready as promised and pick time was in rush hour. Then no one rang me the next day and the car wasn't returned to me until 4.30 and wasn't clean on the outside
Unresolved issues prevent a higher rating
Work was completed satisfactory
1 x A4 sheet of paper posted to me a couple of days later which told me nothing
Service itself was fine
Nicola at Cobham is exceptionally good and professional, she is a credit to the dealership
Good customer service and good price
It was most useful to be able to drive across from my home, and wait whilst the service was completed, saving extra journeys to and fro. Cooper Cobham was well staffed and I was efficiently received, booked in, and accommodated, and the service done.
Please refer to the note in question 1.
Because when the car was ready I just got a text message and no follow up call to say its ready. Had I of not checked my phone I would still be waiting. Also having to take the car back again today as the warning light is back.
As above - very friendly staff, helpful in allowing me to change my booking and efficient and timely service.
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.
I arrived very early but the staff were very accommodating and the job was started before the allotted time
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!
Difficulty in communicating with Cooper (Inchcape) through their impenetrable call centre.
Would have been a 5 had the cost of replacing a bulb not been so high.
Kept me informed of the state of my car
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
as above great services - very accommodating to book in car on saturdays
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.
The service of my car was done in half the specified time. The customer service was great.
Although the car was a few days out of warranty, they did a warranty repait with no charge
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.
All done according to plan
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.
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
No feedback about availability of car after phoning twice!
Great service, but not perfect. That part that was needed was not pre-ordered causing some delay.
3 times car taken in for a job which was paid for but item still not working
Car serviced and ready on time. Salesperson efficient and attentive.
Jamie Smith and Alex Miller were great.Amazing test drive with Eliott
Cobham happy, BMW Finance happy, I'm happy
Excellent customer service, sales manager (Oliver Nokes) was very professional, clear and not pushy. The only issue was the car arrived a week later than originally stated
Found a stock version of the model I was looking for with the extras I wanted. Ordering was efficient and delivery quick. Made use of email etc to ease the burden of the necessary admin
Staff were knowledgable and personable
"Free" floor mats were given. These were the same colour as upholstery (no choice was given). Although light beige carpet-mats look wonderful in the showroom, they are totally impractical in my view! In the mud and rain on the first day they looked
All staff both efficient and friendly at each stage without applying any sales pressure. Handover took a little longer than it might have done but that is a small niggle.
See above please.
Excellent professional service from Cooper Cobham
Thanks to Oliver Nokes it was an enjoyable experience from our first test drive to signing on the line. He is knowledgeable, has great communication skills and helped us through the whole process patiently without us feeling under pressure.
Everything delivered on time and exactly as promised, even with last minute changes to package and paperwork.
See above. There was lack of continuity with the person I was dealing with.
Great service from Miguel and others I dealt with
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