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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.
Service completed quickly, no additional costs, nice environment with wifi and great service from Steve
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
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.
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
Brake fluid change and MOT carried out while I waited
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.
Calm, efficient, prompt and reliable.
Arranged a service and MOT for a specific date but due to poor service it actually took 2 days.
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.
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.)
Only down side was having to wait for the later courtesy car into Tunbridge Wells
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 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.
The front of desk service from Steve Booth was excellent.
nothings a problem smallest detail looked after
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 wait in reception for half an hour before car was brought round
Hi had to put in 10litres of Ad Blue a few days after the service!
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.
Car was ready on time snd had been cleaned.
Queued for a long time, - told when booking the while you wait job would be 90- mins took over 150 mins. - then mis-charged
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.
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.
always a pleasure to deal with Cooper Tunbridge Wells service department
The whole experience was unsatisfactory, with poor communication from BMW about my car and when it could be collected.
Pleased with the service but your booking in processes can be a bit slow as there were issues reading the key
Both times I have taken my car in, the service has been poor. No communication from the team. No response to calls (called three times). Almost didn't get car back. Didn't listen to my description (either time).
As always the staff went above and beyond to help. In fact they solved the problem for less than I expected to be charged, and solved a problem I didn't know I had!
Looked after well, personal touch.
Excellent service from Steve Brand, car was serviced and valeted in a timely manner and a good price. Booking the service was quick and easy.
I was quoted 1 1/2hrs for an MOT and end of warranty check so I waited. It took 3hrs! The guy on service who finally chased it up was good but if I had known I would have done other things and not just waited!
Complete lack of accountability and customer care for a very simple fault. My only positive was the quick response from BMW Assist and the courtesy car provided by them
Could not get service to answer the phone no matter how many times I called by Thursday pm at 6pm I service adviser called to say an injector was down and would call me Friday morning to confirm the cost. Nothing tried calling a number of time no one
Car repaired to our satisfaction, and ready on time
Efficient efficient n all aspects. Staff had good attitude & service was completed well & on time.
Didn't deal with my query about the radio and there was misinformation initially regarding the price
The work was done on time as planned and was able to wait with a nice coffee
I inquired about blocked washer jets - I was told this is common because of location of washer bottle. The only proper remedy is to remove inner wing to get access and clean!!!!
The oil service was very quick, 45 minutes earlier than stated, there was some confusion about the service plan on the car, nearly cancelled and walked away, the service consultant mixed up the digits.
Wheels not changed and no communication. Car due to be collected following day but no one showed up- again no phone call to say driver running late.
There were a few problems when we picked up the car which tainted the experience of collecting a brand new car.
1) garage unable to book car in quickly, no loan car available only 2) garage unable to do diagnostic check to fix load cover as it was Friday + car late coming 3) told car has split gaiter - promised follow up, ive heard nothing? 4) video late
Recall M3 for new prop shaft: Dealer needed car for the day. Wasn't ready because glue needed overnight to cure. so really a 2 day job. This could have been forseen. I was kept well informed and I appreciated that the job was done properly.
See above Only member of staff who has tried to help is Sue in after sales
The car performs very well after service. My only reservation is that I am unable to verify that the oil has been changed but I feel sure that it has.
Not the problem of Coopers but BMW arranged a replacement vehicle but the Eurocar dept. was not open on the Saturday or Sunday to arrange a 4x4 so had to settle for people carrier
All was good apart from the collection. Despite there only being a few people collecting it took 15 minutes to be served and then another 20+ minutes for a driver to bring the car
The only issue - I asked them to look at something and it was only when I got the issue was noted on the service sheet - it would have been nice to be informed when i picked up as it has to go back again one day.
The service itself was fine (as far as I can tell). However I was kept waiting for some time to see a service manager (out of peak hours) and the change of tyres took much longer than usual (my previous experience is with BMW in Aberdeen).
All was good, but having been told my car would have a complimentary clean inside and out, I was surprised to see that although the outside had been cleaned, the inside was still very dirty apart from hoovering the front two seat wells.
I reported air-conditioning that was not providing cool air when on Auto mode, but worked fine otherwise. Despite extensive diagnostics, I was told there was nothing wrong. My drive home showed it was still not working.
quick and thorough
Everything went fine
The staff are definitely deliberately evasive and show a lack of desire to please. It feels like their is a lack of leadership. They are consistently illusive by phone/email, rarely phone back and behave like it's our privilege to be served by them.
Would have liked a service package
Excellent helpful and friendly service staff
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
Cassidy Roberts ensured that my experience from start to finish was a pleasure, even the financial stuff! Coopers is what every car showroom should aspire to. I would never dream of going elsewhere whether for sales, servicing or bodywork!
Took us through car features and made it a pleasant experience.
I am very frustrated that I did not get the folding side mirrors. I thought it was standard (like any other car) and the specs details did not indicate clearly that it is optional otherwise I would have had it. Now it is too late