Cooper Sunderland's refurbishment

[Deleted account Cooperman]

is a mess

I called in today and the enterprise is working out of a tent with portaloos.

No new stock on show and a handful of used bikes.

I don't know what the dealership looked like before or what the finished plans are, but I'm not sure being stuck onto the BMW/Mini car dealership works as the bike bit looks as though it has got hold of the shitty end

I do hope the finished product will be worth the pain

Then again - it can't be worse than Barrie Robson's

 

[Mr K]

It's not finished yet!

 

[fizzer]

it is a mess,but it must be going to be some special as its costing about four million to do,and thats from a man that works in that building

 

[mark-a]

Not that it really bothers me personally - but as it was before there seemed a bit of....

Oh shit we forgot about Motorrad! Lets shove them in that bit at the side with the shitty desks and no room to swing a Fs1e

As I say - never bothered me but does feel a bit 'poor relation'

In their defence it doesn't detract from the service / welcome / professionalism of the Motorrad team in any way

 

[Neil W]

Lets hope it stays shut and someone opens a bmw solus motorcycle dealership in Tyne and Wear and employs staff who give a shit

 

[original_concept]

Are you referring to the XXL tosser-sized chap who used to work there?

Hopefully the refurb. means the parts dept will be open at useful hours (normal), suitable for real people.

Not that it bothers me anymore, I get my parts from other dealers.

 

[fizzer]

to be honest i have always found the staff in the bike dept very good,one man in particular bends over backwards to be helpfull.
as for the parts dept its over the road in the ind est at the moment and will be moving back to the main building when its finished.
service in the parts dept well lets wait and see, i am waiting for a part at the moment and as its a painted part i have been told it could be up to six weeks ,so far its ten days .
if i do have to wait six weeks i wont be happy

 

[Davros]

Lets hope it stays shut and someone opens a bmw solus motorcycle dealership in Tyne and Wear and employs staff who give a shit

Well said that man!

 

[Mr K]

Never had a problem - quite the contrary, but judging by the abruptness of some posts it's no surprise really.

 

[zappa]

tell it like it is!!

why the angst?

they're in the middle of a big refurb - they're not doing it for themselves...they're doing it for US....they did have a display showing what the final build will be like....not on the scale of Allan Jeffries, but better that the old showroom none the less.....


As for the staff, gotta say I've always found the guys there really helpful..



(used to take my CBR to a tiny dealer in M'boro and they were great -even though the shop was 'looking a bit tired')

zappa

 

[Davros]

Coopers

OK

Booked the bike in for a service in June - spoke to Paul Sharman on the phone. Booked about two weeks ahead but no courtesy bike available - not really bothered about this so bike booked in for Monday morning for annual service.

Thought about it a bit and arranged to drop bike off on the Saturday so they could crack on first thing Monday. Turned up at Coopers 16:30 Monday and presented myself at the service desk - had a nice chat with Paul Sharman and then asked if my bike was ready to collect - blank look from PS - "have we got it booked in?" Oh yes - "do you want it now?" - errrrrrr.....

Anyways they cocked it up - Paul terribly apologetic - "double team" the service to turn it round in an hour [while I wait] and a long amicable conversation about how everyone F***s up from time to time but what is important is what you do to put it right - it's all about service etc etc...

What mashed my swedes is I had ordered some fasteners when I had booked the service - I had taken the parts number from the online fiche and asked for the wrong parts - hands up - mea culpa. So I says to Paul Sharman - these parts are no good - I'm happy to pay for them and order the proper items. PS says "don't worry - I'll order the proper parts and post them out to you FOC"

So, a result I thought, however, the parts never came [we're talking costs of approx £2 here] so I phoned PS to see if he had forgotten - got through to reception but PS was busy - left message requesting contact - no contact.

I phoned three times in all - on the last occasion I mentioned that I wasn't going to be phoning again and that I was rather disappointed at the lack of response. I also mentioned that I had the service quality questionnaire from BMW central to complete - did I get a response from PS or Coopers - did I feck.

So the question is did the messages get through to PS? No? the reception staff are crap. Yes? the service staff are crap. Either way it really is not the standard of service you expect from a "premium" brand like BMW.

What's funny is they had a ST1300 Pan in a couple of weeks ago and I sent an email enquiry about it to Steve Brown [I bought my first GS from him] - I had a phone call around 10:00 the next day - I have to say I quite like Steve - he does seem to be one of the goods guys.

So, speak as you find - I find the service that I have recieved from [some staff] at Coopers to be crap - I'm sure someone will be along to say they think they're bloody marvellous - dealer of the year 2012.

Maybe things will be better when their new showroom is finished....

 

[original_concept]

Never had a problem - quite the contrary, but judging by the abruptness of some posts it's no surprise really.

Having been in many dealers around the UK over the years, Sunderland is the worst in my IME, from sales to repairs. A parts counter that closes at 1230 on a Saturday is pathetic.

Like others, I used to go to Dalkeith rather than trust Sunderland to do a simple task.

 

[Deleted account 230818001]

I'm not doubting anyone else's experiences, but I am really surprised at the negative ones.

Maybe, like a few others, I've just been lucky in my dealings with Coopers.

Part ex'd my K1200S for an Adventure & was pleased with the deal.

Bought clothing & had no hassles, in fact I was given some accurate sizing advice

MOT, service & ordered replacement parts, all OK and kept well informed.

It's a shame the modernisation isn't finished yet, it must be a right pain in the arse to work there in the present conditions.

Once the place is sorted out there should be no excuses for not offering the levels of service, that I've been lucky enough to experience, to everyone.

 

[PhilK]

Having been in many dealers around the UK over the years, Sunderland is the worst in my IME, from sales to repairs. A parts counter that closes at 1230 on a Saturday is pathetic.

Like others, I used to go to Dalkeith rather than trust Sunderland to do a simple task.

This is closer to my experiences also.
Ranging from stupid valuation of second hand bikes, a couldn't care less attitude from one sales chap (PG) and a service department that tells lies.

I've bought my last 3 BMW bikes (2 brand new) from a dealer in Yorkshire.

 

[Neil W]

Ok, some may have had good experiences but here are a few of mine
1. Bought a 3 year old 3500 mile r1150gs from them, paid £7000 and arranged date to pick it up , fully serviced. Got a lift down and was met by sorry we forgot, came back 5 hours later and took bike, once home found a small dent in tank that had not ben there when I bought it, Mill denied doing it.
2. 300 miles later rear pads lost their friction material
3. Decided to fully check over the bike, struggled to get the bash plate off due to siezed nuts, when I got it off the oil filter had a sticker on it from a service 11 months previous by M and S. So much for a full service. Made a complaint but nothing done., spoke
to a salesperson who replied well it is secondhand





4.Wanted a system 4, did not have a black one so ordered it, opened the box there infront of staff and found it damaged and scuffed. They initially refused to change it , demanded it changed and eventually got a new one
5.Bought a system 5 which was an early one with a faulty interior that took 6 months to be sorted.
6. Got a qualified bmw mechanic to replace final drive bearings using parts supplied by Mill, the bearings failed after 700 miles in Austria and needed changed, put a claim in for the faulty parts, Mill refused saying that bmw parts have no warranty if not fitted by a dealer despite bmw and trading standards saying different. Eventually after them losing the parts that were supposed to go back to bmw they were made by bmw uk to give a refund.

 

[Neil W]

I am not even going to mention the 1200gsa demonstrator debacle which almost caused me to buy Japanese.
Certain staff members are to say the least extremely unhelpful.
All I can say is thank gawd for the totally different attitude of Motorrad Central and their staff.
If Coopers had stronger local competition in the form of a solus dealer (which was rumoured) they would be out of the bike business within a year

 

[JohnnyBoxer]

Ok, some may have had good experiences but here are a few of mine
1. Bought a 3 year old 3500 mile r1150gs from them, paid £7000 and arranged date to pick it up , fully serviced. Got a lift down and was met by sorry we forgot, came back 5 hours later and took bike, once home found a small dent in tank that had not ben there when I bought it, Mill denied doing it.
2. 300 miles later rear pads lost their friction material
3. Decided to fully check over the bike, struggled to get the bash plate off due to siezed nuts, when I got it off the oil filter had a sticker on it from a service 11 months previous by M and S. So much for a full service. Made a complaint but nothing done., spoke
to a salesperson who replied well it is secondhand





4.Wanted a system 4, did not have a black one so ordered it, opened the box there infront of staff and found it damaged and scuffed. They initially refused to change it , demanded it changed and eventually got a new one
5.Bought a system 5 which was an early one with a faulty interior that took 6 months to be sorted.
6. Got a qualified bmw mechanic to replace final drive bearings using parts supplied by Mill, the bearings failed after 700 miles in Austria and needed changed, put a claim in for the faulty parts, Mill refused saying that bmw parts have no warranty if not fitted by a dealer despite bmw and trading standards saying different. Eventually after them losing the parts that were supposed to go back to bmw they were made by bmw uk to give a refund.

That level of poor service is shocking

 

[Steve V]

My experience of Coopers is largely negative. Steve Brown is really helpful and Paul Sharman spends his time putting everyone else's cock up's right. It would have to be something special for me to use them again.
My last dealing with them ended up with BMW head office having to get in touch with them on my behalf as they would not return calls after them causing a major fuck up on my bike.
I have to say BMW head office were fantastic and restored my faith in the brand.

 

[Neil W]

I would back up comments re BMW UK , dealings with them have been superb.

 

[centurion]

I havnt bought anything there for years. But one has to ask if its costing 4 million who will ultimately pay the price a bit like windfarms really.

IMHO, the bike dealership at Sunderland or Boldon call it what you will always played second fiddle to the car side. Bigger profits, more prestige, nicer suits, possibly.

When I have had the part no I have in the past ordered parts from Fawdingtons in Newcastle, are they still there?.

Since going airhead again have I really got an interest in BMW dealerships,NO. but I am allowed an opinion.

There having stirred the sh 1 t I will be off.
Centurion

PS the one in Dalkeith seems ok not exactly on everyones doorstep but a nice ride out