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Jason S

Very poor customer service

I bought my BMW X3 from cooper BMW Norwich in march 2018. It was an approved used car that was 15 months old and had 10,000 miles on the clock. 18 months later my diamond cut alloy wheels had started to corrode quite badly (very common issue) The car was still within the 3 year manufacturers warranty. So I took the car back to Cooper's Norwich in August only to be told by the service advisor to "bring the car back just before the warranty ends in December 2019 and we'll replace all corroded wheels under warranty" So in November 2019 I took my car back, as advised, only to be told that "the wheels have previously been repaired and warranty claim will be rejected" so upon hearing of this I was confused. I have not previously repaired my wheels and asked what the repair was. The technician said the surfaces had been re-cut and because a small amount of material had been removed from the wheel surface BMW will reject the claim. It turns out cooper BMW Norwich had the wheels repaired, refurbished and re-cut before I bought the car. I was sold a car without any warranty on the wheels and I was NEVER made aware of this throughout the sales process. It took the technician 10 seconds to feel the wheels and realise they had be re-cut. Why wasn't this made aware to me. At this point I spoke to Claire Hart - service advisor. She said there's nothing we can do and that's that but if I wasn't happy I could purchase new wheels at a cost over £2500. When I started questioning her about the repairs done to my wheels she couldn't get me off the phone fast enough. The next day Claire even had the cheek to send me a customer satisfaction email saying they hope I pleased with the service received etc etc. How disrespectful! They knew how angry I was about the whole situation. At this point I took it to BMW UK who agreed that this was poor standards and would contact Cooper BMW Norwich on my behalf. Unfortunately Cooper BMW Norwich are a franchise and are owned by inchcape so BMW UK have no power to sort out any complaints... 3 months have passed and after 5 phone calls to BMW UK, to find out what is happening, I have yet to receive any contact from Cooper's Norwich about my complaint... All smiles when taking your money for the car then you're left with appalling customer service.

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