Inchcape Norwich BMW Reviews Summary

Customer Service

Pros:

• "Jake and Noel were both so helpful from the moment we contacted the dealership."
• "Polite, friendly and professional customer service that made me feel that Inchcape really care about quality service."
• "Arrived and was welcomed and directed to the service desk. The service advisor, Georgina, was friendly and explained everything clearly."
• "Chris Yeomans the Customer Service Manager, was really excellent."
• "The staff are polite, respectful & friendly."
• "The customer service was outstanding."
• "Everyone seems really motivated and I love my new car, thanks guys keep doing what you’re doing."

Cons:

• "It is now Monday afternoon and I still haven’t heard anything."
• "Terrible lack of communication, Today is Friday and our car has been at BMW since Monday morning, it still isn't fixed."
• "Unfortunately we were left waiting for 40 mins without any help or being seen to by any salesmen."
• "What a fiasco. Still waiting for a call back from October when had a test drive in an X3."
• "After a lot of back and forth... they basically ignore us for a whole day."
• "Communication was great until I bought the car and which point it vanished."
• "Also disappointed that promised call backs have not been actioned."

Sales Experience

Pros:

• "Jake Howe provided an exceptional experience."
• "Ordered my new 128ti 3 months ago with Luke Gilks and recently took delivery of it and I could not be happier."
• "Oliver was outstanding throughout the process of buying my car."
• "Highly recommend Kyle and his exceptional customer service skills."
• "Jake Howe... ensured the entire process was seamless."
• "He made my parents very welcome and was not pushy at all."
• "The vehicle was viewed by myself on the Monday and there were a few items I wanted rectifying before delivery, these were all done plus a couple of bits I hadn’t expected."

Cons:

• "I have had an awful experience taking my car for a service at BMW Norwich!"
• "I never want to go there again."
• "Would never ever encourage getting a car for this garage."
• "I will NEVER recommend this branch and would suggest you go elsewhere for a better experience."
• "Possibly the worst experience customer service wise purchasing my vehicle."
• "Just a horrible horrible experience."
• "Showroom empty, will not be returning!"

Vehicle Service and Maintenance

Pros:

• "Service once I was able to get my car booked in was good."
• "But overall it was great, and a lovely touch when you pick it up and the car was in the holding room."
• "So far as I can tell the MOT and service were good."
• "A job that should’ve taken more than half a day, they managed to get done sooner."
• "Fantastic experience from start to finish. Easy booking process, Kyle who looked after us was amazing, friendly yet professional and kept us updated with the progress throughout - he really is an asset to your company so please pass on our thanks."
• "Mark Abbott resolved a problem with my idrive service record that I had previously been advised by other BMW dealers was not possible!"
• "Car needed winter tyre swap back to summer tyres. Was able to book an MOT at the same time."

Cons:

• "Extortionate Labour costs, for below average labour."
• "I was unfortunate to have a stone puncture the Auxiliary radiator... Service staff claimed not to be aware of this extra protection."
• "No car loan available."
• "The last thing I expect when taking my car to a main dealership for a standard oil change service that has “no issues” whatsoever is to be told it’s now not drivable."
• "Second occasion vehicle has not been washed after service as promised."
• "I need to change a wheel on my 5 series, but don't have the tool for the locking wheel bolt... but they wanted to charge me £99+vat 'diagnostics charge'."
• "I came in to have two tyres fitted. The workshop made a mistake and split one of the tyres."