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Nice to get a call and reminder for the service is due
I was completely satisfied.
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 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
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
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.
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
Too slow in response re having extra work done to vehicle. Answer provided was fine.
The repair was a good will gesture and involve a the loan of a car while the work was completed
Cheerful and happy staff
Very good - quite expensive for a minor service. Costs more to service on a per year basis than my other car - a Porsche.
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.
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.
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
1 x A4 sheet of paper posted to me a couple of days later which told me nothing
Work was completed satisfactory
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.
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
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
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.
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
My alloy wheel was damaged in changing the tyre and I was not informed, only to find out when I got home.
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.
Great service, but not perfect. That part that was needed was not pre-ordered causing some delay.
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!
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
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.
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.
The service of my car was done in half the specified time. The customer service was great.
All done according to plan
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
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.
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.
Arrived on time and delivered on time
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.
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.
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.
Good overall service. Had to wait for attention when I arrived.
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 .
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.
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
Everything delivered on time and exactly as promised, even with last minute changes to package and paperwork.
Great service from Miguel and others I dealt with
See above. There was lack of continuity with the person I was dealing 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
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