It depends on the dealer's internal policy and how well the staff are trained to handle the requests.

I took the mini in for a pre-arranged oil change service. That day started with me getting the service center 2nd or 3rd in line. As we were waiting our turn...some A$$H$$$ waltzs in like he owned the place and looks at us all in the line and says.."I'm in a rush...hope you don't mind..." and proceeds directly to the next rep as it became available. So, I wasn't in the best of moods when I did get my turn....put me in a black mood for the rest of the interaction.
When my pre-scheduled service appointment was not completed by end of day, they wouldn't provide a free loaner until I finally brought it to the manager's attention. I let them know my displeasure on the rating system. Well you should have seen the anxiety that created. I had the service advisor basically telling me she would lose her job unless I gave her 5 stars! I felt very pressured to change it. I didn't. I hate these rating systems. The intent is to improve service by identifying problems...not a tool for making customers feel pressured to give max scores for any level of service.

It should be a closed rating where the reps don't get the rating direct from the customers.

Mike.

 

I service my mini at universal city. See Mike Gardner, he is excellent. Mike has taken amazing care of me every time I am there, and gives me a loaner car with no questions asked. You just have to make an appt, and reserve a loaner car in advance, otherwise all of there cars will be out. I am not a fan of Bob Smith in Calabassas. They would not even let me test drive a CM. Would never service or buy from them period.

 

yes, my poor experiences were mainly at Calabasas. I'm now living in Vancouver BC...and currenly mini-less. Hoping to change that shortly once I sell my VW Eurovan.

Cheers,

Mike.