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The service team dealt poorly with me, got my car into the workshop only 7 hours after I dropped it, and communicated poorly with me until I engaged a manager.
It was simply a great service
Service was great, slightly disappointed as break pads front and rear only had 1600miles left before requiring replacing. Would have liked to have been informed before pick up so that could have also been done in same service.
Kept me informed as to when could pick up car
Re-delivered a day late from a straightforward service for the second year running! Mechanic failed to notice that the rear tyres had been changed recording them as Continental instead of Bridgestone; failed to check tyre pressures - front v low
Good service. Liked the video guide to my car.
I pointed out a spreading rust issue on the rear wheel hubs on my 10 week old car. This was photographed and apparently handed to the warranty manager to deal with. It is now 10 days later and I have heard nothing. This is very poor customer care.
It was frustrating that during the service the service indicator was not updated requiring me to make a return visit which took me 1.5 hours. For the second time in succession a courtesy car was unavailable which, living in Dorking, is inconvenient
There was a delay in providing the loan car however Kayleigh arranged for a driver to get me to my destination and the car to be delivered to my house post service so overall no big issue. It would have been 5 stars without this hiccup.
Best customer service I have received for a long time.
My problem was dealt with quickly & efficiently
Very easy process, friendly staff and our car was diagnosed, fixed and returned with minimum disruption, and the replacement car was lovely
I was pleasantly surprised how far out of the way Luke went to resolve the issue.
very good - professional attitude from staff.
It took over an hour to check my car in for a service and pick up a courtesy car. I asked them to address a clonking sound on the start/stop function. Service didn't take place until 4.45pm, clonking not addressed. Very poor customer service.
The service I received when dealing with Lucy Blood-Courtney was very professional and very helpful.
I was called to collect my car after the service was completed and when the BMW Service Agent walked with me to my car the car had not been washed as requested. I had to wait a further 20 minutes before my car was ready.
They were able to give me an appointment at a time that suited me and they did the service within the hour. I also liked the video that they send.
The problem wasn't fixed, the car wasn't washed.
Excellent customer service, time management & knowledge
Only needed the MOT in the end, not a service, was great value and you dropped the car back and cleaned it .... thank you ! Only thing to improve is knowing it was only an MOT and not a service as I had been advised over the phone it was a service.
getting an appointment was a nightmare why directed to Norwich? Kim at Cobham sorted. Not enough people at 8.30 am for number of customers. Lack of communication had to phone again and again receptionist got to know my voice
Everything was done exactly as expected with no hassle.
I have been driving BMWs for more than 35 years. I like the engineering of the cars, their reliability and performance and of course, their looks!As a result of my passion for the BMW brand, I and my three sons all drive BMWs as well....
I live a long way from Cobham so repeat visits for a simple fault is time consuming. To allow time to fix fault I dropped my car off at Cobham at 4pm the day before you planned to work on it-later the next day I recvd a call to say you (contd 2)
Very efficient service with good communication
The time that you expect customers to wait in order to book the car in and collect it has room for improvement. If you tell a customer to bring the car at a certain time then it is a reasonable expectation that the wait should not be more than 10 min
There were some communication issues re the repair and parts on back order which meant I was without my car at short notice for some time. It was eventually resolved and you kindly supplied a hire car to cover the wait but it took about 48 hours
The work was done satisfactorily and beautifully cleaned.It was a bit shambolic on arrival- difficult to get in to park the car, and very busy checking in, which took around 30 mins.Once at the desk, the staff were very friendly and efficient
I asked for a tyre check before a long journey. I had not booked but was seen promptly. All issues were explained and remedial action was taken the following day. A taxi was called for my journey home. The serviced car was ready by the evening,
I have had an on going problem since I bought the car which remains unresolved. Every time Cobham have the vehicle they tell me they have fixed it and the issue remains. The courtesy car was a disgrace, never seen a car so filthy.
Efficient and thorough service
My car is still with them for repair.I last spoke to a representative in their service department 8 days ago and was assured a senior manager, whom I requested my case be escalated to, would call me. I have waited patiently and calmly for this call.
Efficient in every way
My car was there for the day. I was told that it would be cleaned when I dropped it off, and just prior to picking it up. The car was not cleaned, and the inside had a stale nicotine smell in it. Dont offer to do something, and then fail to do it !
From the phone call to book my first service I received friendly, professional customer service and all my needs and requirements were met. I felt great confidence in your team.
The service I received was friendly and helpful.
Having to wait three and a half weeks to to get the car booked in it not ideal, other than that the rest of the visit was without any problems. Staff were excellent.
Everything was excellent from the reception to updating on the service to final delivery of the vehicle
They were told vehicle was being sold and therefore tyres were passablefor test so not to bother to replace the rear. However they replaced themat considerable cost to me. I could have acquired the tyres elsewhere at a much cheaper price.
Everything worked well & staff were polite and helpful
The whole experience was trouble free went smoothly and work explained and carried out.
Service interval Indicator not reset again
Poor Car parking
Wheels were changed over whilst waiting exactly as expected.
These service department has not been what it was lately. This trip however was back to the old excellent standards so much as improves!!
250 characters? You are kidding me... Right:Car booked for MOT + service. Told when arrived that as service pack service cannot be done for 2 more months. Why not told when booked? I would have gone elsewhere for MOT as getting to Cobham is a pain.
Good reception but car not washed and had to return it two days later as tyre valve caps corroded onto valves and I could not check the tyre pressures. Clearly they had not bothered to check tyre pressures at this 3 year service.
Very smooth from start to finish and good communication.
The service manager who dealt with me was very helpful, and efficient.
What an amazing service! My car was collected and returned to my home fully valeted. I was kept up to date on progress and even had a video sent to my email address on the tyre tread the following day.
Great staff, friendly and accommodating
I only needed a replacement tyre,2 phone calls, 4 visits before the job was successfully completed!
Fault diagnosed and repaired quickly and I was kept informed. Staff had a helpful attitude.
The only thing to detract from a perfect score was the time kept waiting at pick up. Having spoken to Lucy to say I was coming I expected to be dealt with promptly. I had to wait over 20 mins
bmw fixed the problem
Hesh was a brilliant service adviser and kept me fully informed throughout the day of the vehicles progress.
Friendly and efficient staff. Very helpful after exceptionally bad service at Thames Ditton branch
Excellent - work carried out in a timely and professional manner
It was a big problem to drop off the car.There is no space to park.
Engineer explained everything particularly about the brakes
Always professional and very polite. Work carried out to an excellent standard
All went smoothly
Cooper swapped our winter for the summer wheels they had in storage. The wheels looked scruffy around the centre hole, the centre wheel cups were chipped. Above all, the two near side locking nuts were loose and we almost lost one.
Parking was nearly impossible when we arrived. I was informed my car would be valeted and washed after the problem was sorted with the 'cutting out' of the engine - not the stop start. Car was not washed/took us 40 mins to get out with car jams!
I was very happy with the service. However the communication between the dealer and BMW could be improved, my hire car cover expired half a day before my car was returned.
everyone so helpful friendly, and very knowledgeable, excellentservice
Efficient courteous service staff - no complaints
The service experience is only let down by the difficulty parking
Completed brake fluid service to time and budget & provided vehicle check.
Prompt service and follow-up
Reception good. - actual service:- engine oil changed but seal not renewedresulting in oil blowing out, on drive/garage floor and warning message `put in at least 1 litre of oil`!Called out BMW EMERGENCY on Sunday 19th March who diagnosed fault.
great service compared to Thames Ditton
Job completed in time and use of courtesy car
On leaving BMW I discovered my a/c no longer worked. As I had rebooked to get a sensor replaced I have been trying to have it looked at on my return but the Central booking service has been unable to connect me to BMW Cobham. This is very poor.
Smooth booking in process and the availability of a courtesy car too.
Everything was done to a very high standard especially the service given by the person I dealt with who was polite efficient and helpful.
Service completed, MOT done, Car washed. Just what I asked for.
Simple straight forward, no hard sell
My wife and I had requested a speedy appointment due to an impending vacation.Sales executive Neville Contractor although hard pressed took exceptional pains to ensure we were well accommodated in between servicing two other potential clients.
Super service from Christian Macdonald and Barry Walker.
My brand new car was damaged and had a scar on the day that I went to pick it up. It was sent for bodywork repair, but the quality of the repair was below standard, so now being redone! I only drove it for 4 days! Very frustrating!
Neville Contractor as the salesman was excellent, he realised that we were not excited about trading in our 420d convertible with only 8000 miles on it and up sold us to the 440I convertable, which we are very pleased with. He was patient while well.
Courteous, attentive salesman
Nice experience, very down to earth sales guy.
Everything was handled superbly - great vehicle and deal, informed every step of the way, went the extra-mile on collection day by having the car inside!
Well informed sales staff, good sales environment and a no-nonsense approach.
A slightly longer process than I had expected (two and a half hours) to collect the car. Asset protection insurance had to be set up on the day and the BMW experience is always compromised by the congested nature of the Cobham site.
Great service, Neville was very helpful and I drove away in the car I wanted which was the best result for us both :)
The sales person Neville Contractor is very good, this is the second car that I have bought with him in 12 months. I find some of the ladies in your reception very arrogant and aloof. Not a hint of a smile or a welcome.
Because everything was handled well and efficiently from start to finish.
The salesman Jamie was very helpful and inspired confidence in helping me make my choice of car. He took ownership of the whole process and kept me informed of the progress of my order throughout.
I did not feel under pressureI felt confident with the information & advice given to me
Salesman was very helpful in selecting the car and appropriate options.
Stefan was very helpful and professional throughout, we never felt pressurised. We felt we had been given a fair deal on the price of the new car and trade in value for old one.
Thank you for your kind feedback. All at Cooper Cobham BMW wish you many miles of happy motoring.
Excellent customer service. Jamie and Lee were very helpful and knowledgeable
Thank you for your kind feedback. We hope you enjoy your new car.
Online booking for test drive was easy. Follow up afterwards was a bit iffy. Allocated sales consultant was changed. The model I booked to test drive was initially not available then became available....., but it worked out okay in the end.
Neville Contractor was our sales representative- he was very knowledgeable, helpful and accommodating.
knowledgeable and enthusiastic sales guy (Neville Contractor ) Worked hard to find suitable available cars , went the extra mile.
Jane was really helpful and answered all my questions.. Lee Fogg was also there to make the time quicker by assisting with finding me a stock car
Neville was incredibly personable and tailored his way of doing things to match my needs. Couldn't sing his praises high enough
This was the best car purchasing experience I have had. It was completely enjoyable from the start to the finish. Many thanks to Jamie Smith who was a professional throughout. His passion for BMW and the model I was purchasing was contagious!
My wife and I have purchased a number of cars from Cooper Cobham since 2005 and have been completely satisfied with our experience due to a long time association with Jamie Smith and Alex Miller.
Helpful and friendly sales team and business manger.This is the third BMW purchased from Cobham, so they must be doing something right.
Neville was extremely helpful and made me feel at ease, he has a nice manner about him that doesn't feel pushy.
The sales advisor that I have dealt with was amazing the whole Way through which meant I had no doubt that I had made the right choice with BMW
Our sales consultant, Neville was exceptional in every way. He has a finite knowledge of the BMW range and options on every BMW we considered. He was also the perfect gentleman in all aspects of the negotiation, nothing was too much to ask of him.
The service was friendly and efficient, but that is what I expect when buying a new car, which by the way is my 3.BMW from Cooper's since 2008
Excellent services, regular contact, very nice and approachable sales team.
Sales took time to reach the correct deal for me.
All went smoothly