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Hard to find parking on arrival
The answer I received regarding my issue was not satisfactory in any way. I was just given a quote to do the work. The issue which is only experienced at low braking is embarrassing & disconcerting.
From the moment I went in they looked after me & Ozzie my puppy. Booked in quickly, good customer care, friendly & attentive. Total opposite to Cooper Thames Ditton which is 400 yards from me but will never go again. 5 stars if prices better; £375!!
You failed to manage my expectations. When booking the recall work you stated it would be done the same day as drop off. Mega queue when dropping off car - and only when I chased later in the afternoon was I told the work would go into the next day
all ok, though it was a very long wait to get a service slot booked, which was surprising, and the complementary car wash was very poor - obv done outside in the dark when they couldn't see properly - yet the car had been sitting around for hours
Took longer than anticipated.
Car services fine, vehicle check good. Just facilities and the wait for an advisor don't feel like a top tier experience.
I've been a customer for 22 years. The service has recently degraded and is now poor. The front office reception and customer service representatives have let me down. They rarely answer the phone, and rarely return phone calls as promised.
The service was carried out very well
Friendly team of staff and kept informed of progress
Routine service no issues
Work completed was all satisfactory. However there was one issue; the car was washed and cleaned but, they forgot to do the interior of the boot.
My car was well serviced without unnecessary expenditure, cleaned inside and out.
Very prompt and efficient. Had to cancel
The EGR replacement appears fine I am somewhat bitter about the way I was managed Car dropped at 9am - not looked at until after 4.30pm No arrangements for courtesy car. On arrival to collect - treated inferiorly compared with other customers.
The car returned later than we originally agreed
Staff very helpful
Service was fine. The vacuuming of the interior was disappointing.
Cooper Cobham were great
When the head unit was replaced, the code for SatNav was not applied. I was told I would be given the code to enter and full payment taken. Later I was asked to bring the car since it needed an 'expert' to apply the code.
Service good and the personnel at Cobham are helpful and do their best but seem very stretched hence the lead times are excessive and to keep the car for four and a half days for minor works also seems excessive
Staff were friendly and helpful and I was attended to promptly. Health check and advice was excellent.
Great professional service
1.Servicing BMW is a real pain, they've never finished jobs within the day, I always had to leave my car overnight and their excuses didn't really make sense. 2.Next day after servicing I got engine warning light on and they found air filter misfit
Very helpful from start to finish - I drove to Cobham vs a more local dealership because of having had a very poor experience.
Service was completed on time in full. Admin was efficient and called me by my name. They had the history of the car on their system.
Friendly and professional service. However surprised when coming to pay that Amex was no longer available. Had no other credit card but the manager agreed that I could take the car on my promise to pay next day...which I did. Henry most helpful
Cooper salesperson went out of their way to deliver great service
They are not organised in advance and don't seem to have enough regard for the customers time being wasted.
Was told it takes 90 mins, in the end it was well over 2, close to 2.5 hrs, nobody cared that I needed to leave for an appointment and told it's a few minutes but nothing happened- staff clearly couldn't care less- never experienced that in Banstead
Excellent service by efficient and courteous staff.
The sales executive we dealt with was experienced, knowledgeable and professionally friendly. She was well briefed on the products we were interested in and took time to explain the vehicles and answer questions
Efficient and completed at at time agreed
When collecting my car, I waited 40 minutes to be seen, even though I was literally the only person in the waiting room. Then I was advised they had "forgotten" to clean the car. The service girl was lovely and offered a free car clean another time.
The service area seems to look after themselves before attending to customers. My car was ready but no one checked that it had been left downstairs with the key upstairs, ready for me, nor that I was still waiting for the key 10 minutes later.
Service completed on the day. Cost slightly higher than online estimate. Video of vehicle inspection helpful
The staff were nice, I was kept informed and up to date with progress and I had my car back within the day which was important to me.
My car was booked in for a service on the Friday, due back Friday 5pm. Unfortunately the car was not available until Saturday which was frustrating as it disrupted our plans that day. Having said that a courtesy car was provided.
Poor communications with customer. Took longer than reasonable to complete work on my car
Firstly there wasn't customer parking available which was annoying. Not a big problem as I was assured by Graham that my small service would only take 90 minutes. Nearly 3 hours after arriving I left with an unwashed car.
Wrong mileage quoted on my bill by about 20,000 miles. It took several attempts to get this corrected until the last person I spoke to dealt with it without any hassle.
Good service and speedy - however it did take a long time to get an appointment slot
Good customer service and rapid recall work done well on my X5M!
Disappointed insurance wriggled out of puncture replacement tyre and repair of wheels done incorrectly - offside done instead of nearside. However, this is an Inchcape Insurance issue which I need to pursue.
Disappointed with the response from BMW UK on my issue which restrained the dealership and who therefore could not resolve the issue.
Very poor service in every way
Would have given a higher score if the car had been cleaned as I was told it would be.
All good but for the last 2 service experience the promised complimentary Wash and vacuum did not happen
Too much waiting around as it was very busy when I arrived but staff were very professional when we did speak.
This was the third visit for a simple warranty item - a faulty external driver's side door trim due to the trim not having been pre-painted (despite my asking for this to be confirmed). Not BMW Cooper Cobham's finest hour on this one!
Flawless service from Henry (service advisor) and technicians
Great customer service
My car was expected and a loan car was ready and waiting. Kept abreast of progress during the service and car cleaned (not so good on the wheels) and waiting at the appointed hour.
Completed the service quickly and without fuss.
Quick and effective
My car has had two services, Aug '18 and Sept '19, both services included a video inspection of the car, which I was told would be emailed to me, I am still waiting for both of these, if this isn't an option, do not include on the service report.
The car was collected and returned to me in a competent fashion at a reasonable price.
For the reasons above. I have paint protector on my car and the scratches have gone through this. Even though someone tried to remove them, they are still there. Also worth noting my car was only 2 weeks old.
great courtesy car /car done on time / but not cleaned
I find the assistance and Customer Service for customers with disabilities seriously lacking
No key drop off box. No understanding of the painful experience it took to try and even get a suitable appointment booked! No loan car available and no apology!!!
There was a long wait to be seen by a service rep to check the car in after I had already checked in at the service reception desk. There was another long wait to collect the car as it was not ready even though I was told it would be ready after 5pm
Booking straightforward and a pleasant experience. Wait option appreciated. Reception professional. Service completed on time
Customers are made to feel important
Fixed car in timely fashion
Upon collection, I noticed scratches on the front corner and rear bumper, as well as black hand printes on the passenger seat and rear bench. Credit to Henry, he was apologetic and has arranged for the vehicle to be repaired at no cost.
I've given this feedback before too, that getting to the Servicing team over the phone is quite a pain. Even after leaving a few messages, nobody seems to get back with updates
Used car collection and return service which worked well. Normally I would drive the car to Cobham myself but parking is very difficult.
clear comms, picked up and delivered my time back on time. no surprises along the way..
Minor problem fixed, but long lead time for booking car in with pickup and return.
My emergency situation was resolved quickly, without an appointment, by wonderfully helpful staff and experts. James ( the technician) was superb.
1 I had a 5 year service plan 2 I tried to book my service/MOT over a month in advance but had to wait over a month 3 I was asked what my mileage was to which I responded around 50k - i wasn't warned of 50k limit 4 I ended up being charged Not happy!
It takes too long to book the car in and collect it. You offer a lift back to the train station which has your be booked but wasn't actually available on the day.
As I have commented in my previous survey Cooper Cobham services was excellent and I am completely satisfied.
Technician did not check vehicle read out ( Car in for end of warrenty check), as it was showing " needs brake fluid change"
Was unable to get a lift home or a loan car. Had to wait for about half an hour on dropping off .
Car was returned and felt tighter and clean and in good order
Booking in process was poor - arrived 0840 - at 0910 had to ask to see someone just to hand keys over - there were lots of customers waiting for similar time - lots of staff milling about avoiding eye contact. Picking up was much better.
Excellent service from Marvin
The dealer was very responsive to clinch the sale. The handover was a rather chaotic, poor experience (partly the dealer, partly BMW UK) and the after sales service to address missing parts was woeful; the dealer ignored phone calls and emails.
Dan, our salesman, was very helpful and knowledgable.
Just a small thing - I had to chase a bit on the delivery date.
As explained above
Found the right solution
I went with my requirements & the salesman listened, negotiated & agreed. Nice and simple, no "gushy rubbish"
Because Dan the sales rep gave an exceptional service. Providing really thoughtful touches and ensuring that we were fully informed at all times. I felt he went the extra mile and is a credit to BMW
Mats not included until I pointed out they had been paid for. Touch up paint agreed to be free - had to pay. BMW i-connect still doesn't work. Seems lik I've been forgotten about now I have purchased the car.
The car sold differed from the specification in the car that was delivered due to a change to what was included in the comfort pack. Zee Khan however was very helpful throughout the whole process and an asset to the company
Terrible. Paperwork was awful... kept getting it wrong... whole experience with them was terrible
Everybody helped to get me underway for a good holiday in the new car.
Staff were courteous and knowledgable.
Great service, great product.