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1. BMW did the work which was booked in for, but also highlighted other areas of concern, which we immediately addressed. 2. The car was returned to us, hoovered and washed.
As stated above, my overall experience at Coopers Tunbridge Wells was diabolical and not okay for loyal customers like me to experience that.
Service completed and car returned clean
Service ok. Computer problems with key readers and general booking system, fast track service duration was extended as a result by approx 1hr.
Poor communication both internally and externally
The oil sump cap came loose so needed to return car to adjust. Steve on service was first class
Car not ready at time we were told to collect. Driver light cream colour seat had grease all over it. Car not cleaned
I had a very good experience - efficient and customer focused.
Good customer service, at a price! Nice coffee in proper cups. Magazines or newspapers in waiting area would be good.
Kept to time scale
Staff are friendly and helpful. Used the fast track service but ended up taking a little 2 hrs. Frustrating when service promises 90 min turnaround especially when car sits on the forecourt for 45 mins before going in (2nd time this has happened).
It was the worst experience I've ever had. It took from 5th July to 16th July to get the car seen to. Then I couldn't get anyone to contact me, call me back, talk to me about what was happening and only finally got the car back on the 25th of July.
I was ignored for quite sometime when I went up to the service reception. I totally understand that the team had other things to do, but a simple acknowledgement and a 'someone will be with you shortly' would go a long way.
The vehicle was returned to me in a clean and cared for condition.
Prompt efficient service. No sales pitch. Car felt much better to drive after service. Dealt with courteously.
Delete Jane Lewin Smith from your data base
Always reliable and straight forward
I was not happy at being told it was up to me if I wanted the work carried out instead of being given a clear recommendation. I was also unhappy about the lack of clear communication (see answer to next question).
Great service as always, the team in Tunbridge Wells know me and my car and it is always a pleasure going there despite the distance from my home and the difficulty of transportation
Very satisfied but feel the service centre needs to try harder for the full 5 stars.
Prompt & excellent service.
from the reception desk through the servicing/sales etc etc each gives a warm friendly welcome and give the impression of being a happy team
Staff were attentive and helpful, from the welcoming receptionists through to the service team. Victor, head of body shop, was very helpful as always in completing some minor bodywork repairs on my vehicle and did an excellent job, yet with no delay.
Appalling customer after service. No business etiquette. Clearly the Ryanair of the motoring world.
Same as answer to question 1
All went well
Kept informed throughout the time my vehicle was being serviced as to what was being undertaken.
Picked up car from my home address and delivered back at the times they said they would and kept informed during the day
Work carried out in the estimated timeframe and staff always friendly and approachable.
Very helpful and knowledgeable
Service provided by Cooper Tunbridge Wells dealer ship is first class from sales through regular servicing and body repairs. Very efficient, friendly and knowledgable staff.
Great team of people
Good service Fair pricing
Car available ahead of collection, all very easy
Apparently there were some system problems which meant my car wasn't ready to collect until the following day which was inconvenient.
As above. Let down by 1) not communicating the MOT results before I arrived thus wasting a day of my time 2) waiting period to drop off and the queue of customers means I was not the only one 3) waiting again to pickup with just one guy at the desk
Always so helpful
Prompt & Efficient Service
My only problem was the central booking system which failed to pass on to the centre that I had requested a collect and deliver service. However the centre did this for me at short notice for which I was very grateful.
excellent job done right first time
This visit was for an MOT but I really like the car gets washed free of charge. Its a really nice touch.
Vehicle was ready on time
Steve and the team always provide clear, concise information and make you feel like nothing is too much trouble. The customer service I receive is exceptional in this day and age unfortunately. Well done.
On arrival I was impressed with your new meet & greet service but then I sat waiting for quite a long time before someone looked up and asked if anyone was waiting...! There were at least 3 of us so I would have thought it was pretty obvious!
Overall satisfied with my experience.
Friendly, prompt and efficient.
Yes I only had to wait about 1 and 3/4 hours so I looked around the nearby shops. I was pleased to see you have made some changes to the service reception area I.e large service reception signs above the 4 desks and more comfortable chairs.
When i collected my car it had not been cleaned when I was advised I will receive a free wash and clean. When dropping off my car I asked for a quote to have my front bumper repaired as this has some damage and Iv still not received and response
The work took all day, a lot longer than planned.
I booked my car in for an MOT , was told to please come back in 1.5 hours, Because of the chaotic overcrowding at the site left my vehicle right outside showroom doors. I duly returned 1.5 hours later my Car was sitting in the exact same spot.
Steve on the service desk has and is always helpful and keeps you updated during any work being carried out on the car at the time
Service completed quickly, no additional costs, nice environment with wifi and great service from Steve
My overall experience from start to finish was excellent.
service was fine
GREAT EXECUTION, ON TIME, COURTEOUS, HELPFUL
Little contact from service dept. Had to phone the second day to find out what was happening.
Excellent service at Cooper Tunbridge Wells
Friendly explained everything clearly and made sure I was looked after
They were helpful with the service but said I'd have to bring the car back again for warranty work on the sunroof as they didn't have time to look at on the day it was booked in for. Nice people but not what I needed.
BMW customer service at Tunbridge Wells is not really great at getting back to customers
Calm, efficient, prompt and reliable.
Didn't return calls and on visiting the service centre was kept waiting when dropping my car off and on collecting it. Whole experience was chaotic.
Brake fluid change and MOT carried out while I waited
As I said the service team (Steve) were excellent but I had to go there it was impossible to get through to service on the phone.
Arranged a service and MOT for a specific date but due to poor service it actually took 2 days.
Only down side was having to wait for the later courtesy car into Tunbridge Wells
Car went in for brake fluid service, end of warranty check and MOT. MOT was not carried out. I was phoned at 5.30pm when I was on my way to collect the car to say the MOT had not been done! (I had taken car in day before at 4pm.)
The problem was resolved satisfactorily but there was no courtesy car available. There was no telephone call at the end of the first day to say that the car was being kept until the following day. The car was not washed despite being told it would be
I am still waiting for the service department to contact me re replacement rear light units.
always great service
The front of desk service from Steve Booth was excellent.
nothings a problem smallest detail looked after
The Gentleman dealing with me at Service reception was very good
Paul who looked after our vehicle was excellent, called us as promised was utterly professional, polite and took time to explain everything in detail.
Hi had to put in 10litres of Ad Blue a few days after the service!
Had to wait in reception for half an hour before car was brought round
Service and MOT together with two front wheel refurbishments fine. Let down over the failure to screw down the registration plates as requested.
Had to hang around a while for the paperwork to be completed at the end. Otherwise a good service.
Everything was done on time but the car was returned with a small dent in the bonnet. It's hopefully going to be repaired at the MOT
Only downside was having the car off the road due to the delay of parts arriving from Germany on VOR
The service assistant took the wrong print out when scanning the key and changed the booking to a brake fluid service. Whilst I was happy with the way Coopers handled the error it should not have happened.
Good polite service, honest assessment. Was told I needed new rear break pads but when wheels taken off it was decided they had about 8k left in them. asked for car to be left out. Got there 7pm.car locked in. However staff present able to assist!!!
Car was ready on time snd had been cleaned.
I was not offered a pick-up or courtesy car when I booked for the service. The main problem I highlighted (back parking sensor malfunctioning) was not addressed during the service. Tyres were not changed. A repair quote was too expensive.
Queued for a long time, - told when booking the while you wait job would be 90- mins took over 150 mins. - then mis-charged
Generally ok, but initial person I saw was not very personable and car was not ready by the time it was suggested I collect it.
Very helpful to deal with. I got an attractive deal on the car I wanted.
Communication problems, firstly value of part exchange, then problems establishing the exact delivery date - very difficult to actually speak to someone to verify exact delivery. but day of handover was impressive, all very efficient, very happy.
I have listed some issues above. When we went to collect the car we had been told we could use BMW 7 day drive away insurance and when we arrived we were told we could not. It was one issue after another of misinformation.
Friendly staff, efficient sales person
The hand over of the car was only 3 minutes.
The staff were generally helpful and polite. I would have given a higher score if the car had not been handed over with scratches all over and two dents in the body work.
The whole experience was very enjoyable, all team members I dealt with were very knowledgeable and friendly, the car is outstanding!
Informed all the way through the build, it would have been nice to have taken less time but you can't rush quality