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How did even more than I expected. Went the extra mile.
had to stand in a common queue for 20 minutes to be served for a fast track service although there is a separate desk for it - something I have not experienced in the past.
Rody was very helpful and answer all my queries regarding my car repairs plus he passed on good knowledge
Polite, professional, kept me up to date without needing to chase, dealership did what they said they would do
The issue over getting the quote, then trying to charge a highier price when I dropped the car off. I was droped off at the train station the driver who dropped me didn't know the way and and almost got into an accident twice. Very Poor
I was charged £350 pounds for service when I should have been charged£209 for the value service as my car is now five years old I have always used cooper Croydon for service and for buying cars I feel let down thought I was valued customer
Stuart and Mark the technician's at Cooper Croydon are very good.
Easy to book car in for mot and received a phone call to confirm it was ready. The only slight niggle is that it took a long time to book the car in at reception - 2 staff were already serving people and couldnt just hand over keys
Mark, the Service Manager was extremely polite, courteous and helpful. The person who collected the car was very polite and helpful too.
It took a couple of visits to totally sort out the problem but I think we have got there now,Was slightly disappointed not to get the Michelin's I requested but felt reassured that Bridgestone are as good.
The updates regularly, personal experience stands out.
car was in longer than expected, I explained i needed a car for weekend when it was delivered on Monday. I rang many times and did not get the expected call back on Friday. saturday came, no car, despite ringing again no call back. msg came monday.
Because to discuss issues would have to ring back again
they did what was written on the tin
Could not even clean my car properly
The service is hopeless for a luxury brand , this is the latest in a long line of service disappointments at BMW Croydon
Cooper do not keep you informed with what is being done to the car, when I can get it back. It's me having to phone them to find out when I can have my car back. This on top of the faults not being fixed.
Only reason for not a 5 is the free wash and vacuum is not quite what I would expect from a BMW dealer. The quality has reduced somewhat. And the freebies have disappeared over the years, the little touches that made BMW rise above the rest.
See above.I escalated to BMW and was told on the 9th of Feb that Cooper would respond 12 days later I have still heard nothing.
They were great
My car failed its MOT on emission tests and diagnostic tests were needed and then a software update. I was told that MOT Protect would not meet the cost. After querying this, it was agreed that it would be covered. Otherwise very happy with service.
they were not listening to the customer requirements and check the problem which customer experienced during using BMW products. There are no guarantee after fixing is done.
Although the resolution to my problem took longer than it should I am very grateful of the assistance that the received from Cooper Croydon
The work done on my car was done perfectly despite being a bit painful in the wallet but you need to sort our the car cleaning . Having your car washed and cleaned is an excellent idea but when poorly delivered it spoils the experience
One of the larger cost items was the replacement of the undamaged front windscreen to allow the intermittent windscreen wipe to work. Complex arrangement.
I had a service and MOT together . I had to return to the office as the MOT was not with the paper work.
Quick in and out service
Actual job was carried out to the quality I've come to expect, but communication during the time my vehicle was at Cooper Croydon wasn't to the usual standard.
The level of communication is poor at Cooper Croydon.
Promised undertaking to wash/valet car on completion of works was not fulfilled.
Everything happened that was supposed to, plus a very clean car
Service was good and collected but car wasn't looked at until the next day
I emailed the info from the emergency people on Monday morning and, in spite of not expecting me on the Saturday, they got on with it quickly.
Roddy Tony and Mica were extremely helpful and polite and very professional in their handling of our situation.
see above but was told I needed a brake fluid change in February, the car went on the 26th January, so what nonsense to have to take it back again, although in fairness the garage offered to collect it, the invoice makes no sense and not transparent
Extreamly poor communications between servise advisors that have been on leave and a hand over period of 7 days.Its takes ages for anybody to return our calls,or even to get satisfactory answers. After all that still the work not been completed.
I had to take the car in 3 times. The 1st time it was 2 weeks before I collected the car. The 2nd time I was told it would be 2 days, it took 4 days and no work had been done in that time. They broke my key fob (replaced for free) & bent my door key.
Good service and clear information from start to finish. Car returned in top condition.
Booking the appointment was easy, the work was done quickly, and I was kept informed of progress.
i am still waiting for a call to explain what they did to charge me 99 to not be able to glue backed the interiori mirror
The service took 3 hour and then the Winter Care Kit I got given was empty!
Kept up to date at all stages of the service.
I was satisfied with how I was dealt with
Overall the experience was very good.
Changing service personnel mid stream looses continuity especially if a problem reported. Had to ask for service documentation. Sat Nav problem dismissed as not in spec. No attempt to find the specification for my car. I felt fobbed off.
My dash cam was unplugged and not plugged back in so I drove around without a dash cam for a couple of days I understand why it was turned off but surely the person who unplugged it should of made sure it was back working before I got the car back
good service. car was washed nicely for free
Was charged for extended warranty work. Service manager then sorted this out
good service and attention to details. good communication to customer
Once allocated a service adviser it was often many hours, if at all, that I was able to speak with them. The adviser was pleasant but seemed to have a poor understanding of mechanics and critical of a colleague who had given conflicting advice.
How can you book a car in and look at it on the day. When you have your work load known!
Very efficient and friendly service.
The service person Linda kept me aware of progress, ordered parts as needed and when work was done organised for the car to be dropped off before I could request it.
My car went in for a minor problem, which was resolved promptly while I waited and saved me having to leave my car overnight.
Please see above. I cant recall a time youve had my car and the service has gone without a hitch.
Car not washed at collection time. Opted not to wait 20mins for wash.
Booked appointment to have my electronic service record updated as not done at service in 2016. Told that the appointment wouldn't take long. Arrived at dealership at 10:45. Kept waiting. At 12:15 told that update is not possible. Waste of my morning
Always use Coopers in Croydon and always get great customer service
Resolved my car battery issue for the winter
As in previous comment
The service leads were very nice and very helpful and the extra lengths they went to to help me was commendable.However the car was not properly repaired costing me time and money
had to wait longer than the prescribed time duration of 90 minutes
We arrived at 8.45 to check my car in & waited 25 minutes to see a member of staff. There was no queuing system & customers that arrived after us went straight to the front & were seen before us.
Again for a great service
Slightly overran advised wait time but overall very satisfied
The lady who dealt with the service was really helpful and friendly. The service took longer than I expected. However, having come home from the service I have had to reinflate the tyres as the pressure in all of them has fallen!!!!
Always efficient service. Arran Dimech is always so helpful
Because everything went without a hitch
Satisfied with service and cleaned my car after
Didn't know that i was entitled to my plan that a service was available at no charge
I wasn't warned that whatever upgrade was carried out would wipe out all my navigation / radio/ phone etc settings
Not greeted on arrival. No greeting by service supervisor. Had to wait for car to be returned. Service indicator not reset requiring a second visit. No return of my phone calls by service supervisor.
car kept in for 2 weeks. i advise on issues. told cannot check and returned with problems despite me ringing bmw head office.not why i bought a brand new car.car rebooked. takes ages. give one more cahnce otherwise i will look to reject car.
No issues with regard to the issue it was brought in for (I.e. coolant warning light) but the car washed and was done so poorly. Car was not pressure washed, sponge was dragged over a dirty surface, light scratches to paintwork.
The staff in Croydon BMW are rude.
it was nice to receive a video of my vehicle but other issues I raised were not followed up and phone calls not returned
Check in by different person whom is looking after your car. Faults discussed at time of checking in vehicle arent recorded. Faults arent diagnosed properly. CSAs run away from responsibility and finger point errors at others
following end of warranty check and MOT I discovered that the drivers door wasn't closing properly I tried contact the service department at 08:00 the following morning the recorded message was still active @ 8:12 so I'd decided to drive back.
They always seem to try a little harder to provide good service
The man there was very understanding that my 5 year service warranty had expired this August and even though the car was taken in to Bmw in the November , I still had to pay but the customer service officer was very pleasant and professional.
Polite and helpful staff, although extremely busy, kept us informed throughout the service process, sending a video of our vehicle inspection. The car was cleaned after the service too, which is a nice touch.
I am dissatisfied because the lack of care towards myself and communication I have received
The service experience met with my expectations.
Presentation of car upon delivery was 1st class
Your genius section never returned an answer to queries . These were clarified by the dealership as I wanted confirmation that the comfort seats had memory for the passenger.
Had the boot worked then I would have been Completely satisfied.
Excellent service. Deadlines fulfilled
Delivery came few days before was told to expect, no hiccups and was assisted from start
Caroline was great and efficient
Excellent service at Cooper Croydon ! Chris Gomes and Gareth Eeson are brilliant! They made things smooth at every level .
Again everything was done for us by mr was if hanif of cooper Bmw Croydon and we were really happy with the service we received
All good - no complaints
The staff were easy to deal with and efficient. However being highly trained salespeople they were just a tad eager to close the deal. On reflection I believe they were balanced, if they were a bit more pushy then it would have been too much.
Chris Gomes at the Croydon branch was very courteous & helpful. He also kept me informed throughout the entire process.
They made it an easy and enjoyable experience.
Long waiting even with appointments and a long waiting without appobtment nobody was availble to assist even to answer a simple question. I was not treated the way i should have been considering the service provided by nercedes was outstanding.
for reasons already given
I was contacted regularly and updated by email of the progress of my car
Good - except that I am still awaiting the repayment of part of my deposit, and should not have had to chase for it.
The BMW sales representative (Sham Fus) was extremely helpful, attentive and knowledge. Very satisfied with the whole experience
Very good and attentive sales person.