I so totally agree with this. My other peeve is when they ask you to tell them before you fill out the survey if you're not going to give 10s so they can make it right. While that's great that they want to address concerns, in my opinion in order to earn 10s they need to provide exemplary service from the start, not screw around with the customer and only fix things if they complain.

Then again, I'm tired of this "tell us how we're doing" culture. I don't like being bombarded with surveys for every teeny transaction.

 

If they would just do it right from the start, there wouldn't be a need for their time consuming surveys.

 

Amen, Mr T! Instead it's "tell us if we've gotten away with what we did so we can determine what the bare minimum is..."

 

Exactly! My MA did what I would consider an adequate job throughout the entire buying process. The day I picked it up he mentioned the survey twice and begged for all 10s. Then he followed that up with an email. I don't want to crap on the guy, he did do a decent job. But he certainly didn't go above and beyond!

This facade of companies pretending they care oh-so-much while acting in ways that prove otherwise grows more and more annoying.

 

I wonder how MINI or any other Car maker would feel if they knew that the customer was being coursed and bullied into giving them all 10's. From what I have heard the dealer gets bonuses for these perfect 10's. I would without a doubt not give a dealer a perfect 10 unless they went above and beyond the call of duty and did not mention the perfect 10 to me.

 

If it is the manufacturer who wants the data from the survey, then they need to control how the data is obtained. If they use a bad process, they are going to get bad results.

 

Definitely sounds like a confusing situation all around. But also doesn't sound like the salesperson was in the loop from the time you made the split decision to go back on the already signed contract, deal.

Could be the first "person" you spoke with was not aware on how long ago you consummated that contract. As enough time passes, that data is already entered into a computer and it's a done deal. To back out later on would mean MINI Customer Service.

Many times have seen where body shop who performs the Simonize actually has the car on a Saturday for first thing Monday morning, basically lining up their work day before. If they are a larger dealership, that is how it's done. And once that car is out of the dealership as you stated, that is probably where it was way back then.

Wheel and runflat tire insurance is really not a bad deal if you live in an area where road repairs have anemic funding. Two wheels, two tires with bubbles and mounting will easily run $1,200.00+ in one claim. And last I knew Simonize was always a very good product/paint sealant.

As far providing a scathing review for your MA goes. It's just not the bonus on your MINI, it's their bonus for the entire month of sales. So while it is understandable you wish to get your pound of flesh, I would first contact your Motoring Advisor in person or by phone, no one else and begin there. Talking with anyone else who just ends up dropping the ball all falls back on the MA, so why not start there if that is where the buck is going to stop ?

Good luck with your new MINI and welcome to the family !

 

My dealership's Sales Manager, MA or Finance Manager never made mention to the survey once.

 

Hi All- Just a quick update to the situation:

Thanks to all of your advice I went ahead and contacted the sales manager. Mini is cutting us a check for the Simonizing and apologized for dropping the ball so many times. I'm pretty pleased with the result in the end and want to really thank you all for your time and insights!! You gave me the push I needed to stand up for what was right.

(I know, I owe pics!!)

 

Justice is served! Congrats

 

Yay! Glad we were able to help, I love a happy ending

 

Happy Happy joy joy. Great news. I am glad it all worked out for you.

 

Put the money towards a 3M clear bra on the front! That's a protective job that's worth every penny!

 

Dork lol. Now photoshop the terminator face onto the front of your silver mini and itd be perfect.

 

If I may...

I looked into this as well for mine. A clear bra might last you 5-7 years, depending on where you live. Make friends with a good paint shop, and you can respray your bumper every few years for a LOT less than the clear bra costs to apply and replace.

Unless you really really really cant stand the occasional rock chip in the paint, in which case clearbra it is...

 

MINI of Tampa Bay was notorious for surveys. The funny thing was they always demanded all 10's even when service was not completed.

I went in for my car not recognizing my key and having to have my mini towed 75 miles to the dealer. Upon arrival, I was told that I could get a discount on a Hertz rental but they would not get me a loaner as I lived/worked too far away. Hertz had no cars available for a few hours as there were many problems going on there that day. From 10am til 6pm, I waited, no shuttle, no loaner, and no progress. I refuse to pay for a rental to get home for a car with warranty remaining unless its my fault/accident. A few days later my car is still not diagnosed, but it magically started on day 4. I sign the paperwork and they tell me to "give us all 10's" numerous times, and even the service manager got crappy about it. 1's and a please call me were left.

*Shakes head* That was the best service trip I had there. Sales were great, but idiots

 

What happens when you get your first good ding in the hood after owning it for a month - it breaks your heart

I've resprayed on other cars before, and when you're 7-10 years in, redoing just one panel it can be tough to match the rest of the car when you have years of sun damage on the other panels (although not sure if the same issue arises from clear bra)

They've got the new spray on paint defender, but it'll be a little while before we know how good it really is and how often it should be reapplied. http://3mauto.com/paint-defender-spray-film.html

 

Thanks for closing the loop and very happy that this worked out in the end for you!

 

I just got the survey by e-mail. I answered it honestly. Lots of 5's and 6's (average) and a few 8's. I really hope they don't contact me to ask them why I gave them "bad" scores. That would be uncomfortable.

 

Not me! I'd use it as an opportunity to explaine my 5's, 6's and 8's and how they would do a better job at customer service, but I'm just that way.

 

I am williing to bet they call you to discuss it.

 

When I bought mine I was asked to give all 10's on the survey. The purchase process was quick and painless. I did have a paint warranty issue around 3 months later. There was no issue about having it fixed but I had to jump through hoops to get them to give me a loaner or pay for a rental. I had the loaner for two weeks which they would have had me pay for. Unreal.

 

I know you're in Ontario, but MINI's customer service was my biggest worry when making my purchase. Regardless to whether you are talking about a U.S. or Canadian purchase, there doesn't seem to be much in the way of consistency in how they treat their customer. I've heard some great customer service stories involving MINI and some awful ones.

 

Demand you money back, give them a poor survey and contact Mini, the GM of the dealership and the owner, and don't stop until you receive you money back. Hope you have E-mails or some proof of cancelation would be helpful. Don't let up!!! from an X General Sales Manager.