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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
All good but for the last 2 service experience the promised complimentary Wash and vacuum did not happen
Would have given a higher score if the car had been cleaned as I was told it would be.
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
Quick and effective
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.
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
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
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!!!
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
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
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.
My emergency situation was resolved quickly, without an appointment, by wonderfully helpful staff and experts. James ( the technician) was superb.
Minor problem fixed, but long lead time for booking car in with pickup and return.
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..
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.
Having booked this service 6-weeks out, and still spending over 2 hours in your 'showroom' waiting was not what I would expect.
I have had a very poor experience. My car was booked in for a service. The problem wasn't rectified. I had to chase 3 times until I could speak to someone in the service department, which was over a week after I was due to have a call.
the service department always produce a reliable job.
An engine oil change and a micro filter service, together with a vehicle health check, were carried out while I waited comfortably in the upper reception area. The process, organised by Kirsty Cain, was first-class.
As per point 2 above - I didn't expect to have to inflate my tyres myself when my car had just been serviced. This made my experience more painful than it needed to be hence my scoring.
See previous comments. Can't quite believe a replacement right rear window was not fitted to cure the window rattle I am experiencing on my recently purchased E93 M3 convertible (LM63 JCX), which has only covered 23k miles
Some really lovely people but hey, I did not get sorted on the problem reported. Call and I'll explain!!!???
Apart from collection being missed, very pleased
Service was very good - polite, friendly and took time to explain things. Liked availability of bottled water and refreshments. Service carries out to time as well.
I received what I was told would be delivered
Car was supposed to be returned between 3 and 5.30. At 5.45 I called to find out where it was. No one answered the phone. At 6.00 someone called me to say they were waiting for a driver. Not acceptable
The service took an hour longer than anticipated and as I was waiting it was a long time.
The Service Assistant was very professional but friendly and approachable during my experience at Cobham BMW
Good experience very knowledgeble and efficient. offered a hire car whilst car being repaired. Unfortunately the interior was very dirty and in the glove compartment was a week old fresh fruit dish. Did bring to service manager attention on return.
Came for a test drive but the car wasn't ready, which almost put me off buying a BMW. Recently came for an air-con refresh, which took a long time, and made no difference to my AC's bad odour. Complimentary clean/vac was very poor.
extremely poor service. no communication - at all. no service update. i chased to ensure my car was ready after 5 days on site. etc etc
Very late collection of vehicle, no call day prior as stated in email/text, no apology from anyone pre collection, post service Washer fluid was still empty and triggering a warning and i had to call twice to speak to a manager.
Did the work but but didn't reset the service timing. Mistakes on mileage with paperwork
Better communication reuired
The collection and delivery of the vehicle, together with the washed appearance at the end, was good. But the lack of communication detailed previously rather marred the experience.
Car was serviced quickly, customer facing personel were efficient.
Well when I reported the fault at Banstead in the first instance , nothing was done in this regard . However , I give full credit to the technicians working on my vehicle as they have done an excellent job . Your technician Nick De Souza was Superb.
See above - complete and utter disaster - no updates, I had to call many times and finally I had to go over 2 times to get a simple update
It was a good experience.
Was kept waiting for quite a while on collecting vehicle and cost quite high
Job well done
Attentive service - even sorting out how to use the bluetooth
I have used this dealership twice now and all aspects from reception, service desk and mechanics are so far giving top service.
Will return as so much better than cooper Croydon
1.high standard of workmanship for servicing and fixing issues 2. good on site customer service
very unhelpful and extremely long waiting time
Courteous and efficient people
Happy with recent service, staff are helpful.
We felt looked after and informed. Caring service
A simple oil service left us with oil all over the new drive as the sump plug/washer hadn't been fitted back correctly. Roadside Assistance followed us to Cooper Cobham. Now fixed but still waiting for call re promised drive clean up >1week later.
My car was not cleaned after its MOT and service. I also sent a message via your website - contact us form, about this and not had a reply.
Never too much trouble to explain the problems.
Very good friendly service. Good communication though out the day on how the car is progressing.
everything was fine
Assume service was completed in accordance with manufacturers format
I was charged £100 to tell me that I needed to spend £500 to correct one fault which I then had corrected outside BMW for £20. I also reported that the heating was not working and the engineer could not find a fault even though it was obvious.
Cooper Cobham worked on my central locking issue. Took 4 hours, I did specifically ask them to investigate a dash rattle (as glove box out) with detailed summary of issues. Car returned noise still there???
Had to book it in yet again for the same job, nobody rings me back despite being assured that they would on at least 3 occasions in a week. Car came back late with more miles on it than it takes to get to my address and my dash cam had been disconect
The service advisor told me I would not notice any change to my car after the engine management software update it had (Quality Enhancement). When I got the car back all of my personal settings were reset and the car felt very different to drive!
The recall was handled initially by BMW emergency services who promptly and efficiently handled the investigation and pick up of my vehicle and arranged for courtesy car.Once my car was with Coopers Cobham the work was completed without delay.
The fault was found and rectified. However, the car needed to remain at BMW over the weekend and despite assurances I would be contacted on the Saturday and given an updated there was no contact until the Monday.
quick competent but no courtesy car this time.
Service completed on time specified
Happy with Cobham but totally disappointed with Thames Ditton don't think theirs enough staff.
Customer service was shocking. It was virtually impossible to speak to anyone on the phone (it just rang and rang) and when someone did answer they took my name and number but no one ever called me back.
Put car in for airbag recall was given a time frame had to telephone three times to find out when the car was available first two times no one called me back.
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.
Excellent, knowledgeable and friendly service
Jamie is a star
I new what I wanted and felt in control of the process.
Dan Hague was tremendous
Dan Hague in sales was tremendous
Jamie Smith, the sales person at Coopers Cobham (with whom I have dealt before) was very proactive and helpful
The young lady I delt with was excellent. Polina)
The staff and management looked after me extremely well, going above and beyond to ensure I was as happy as could be at all times...couldn't fault them.