In other news, I used the "Schedule Service" feature on the MINI of Sterling Website and had a reply within 15 mintues! They are a month out in scheduling service, but luckily other members have posted about the wait time so I decided not to wait until last minute! I should just be hitting 10k within the month.

 

That's definitely an understatement!!

 

ludicrous. no one has ever made such a ridiculous statement. you sound very bitter, wouldn't surprise me if this was a major exaggeration. :impatient
wouldn't somebody else have said this too in all these thousands and thousands of posts? is it really necessary to try so hard to trash a place that you would make things up?

 

I called the service dept at Sterling MINI and after explaining that I needed to have my car looked at since the clutch was intermittently not allowing me to shift and the first question that the Sterling SA asked was, (and I quote)
"Did you buy the car at Sterling". I said no. She then said that I could leave the car with them but she was not sure when they would be able to get to it. I asked if she had a time frame she could give me since I had an idea of when it would be looked at and she said she said it would be at least a couple of weeks. How great is that.....I have a car that does not work and all she could suggest is that I rent a car from them while my car sat on their lot for "at least" two weeks. Now that's "Sterling" service and sadly the truth.......So I called TATE MINI and they sent a flat bed to my house to tow my car to the dealership and had Enterprise (rental agency) pick me up at my house and take me to the closest Enterprise lot/office, where I was given a car......while TATE fixed on my car. To boot, I was able to drive the loaner to TATE MINI and leave it with them when I picked up my car. Wow, talk about parallel universes....

 

It does appear that some dealerships treat service customers differently depending on whether or not they purchased their MINI from that dealer. It does not always seem to be the most customer friendly thing to do, but then again they are trying to take care of folks who purchased from them.

I did buy from MoS (because it is the dealer closest to me and I got on their waiting list early - Fall of 2001) and I have had nothing but good experiences with them. Including last week when The Beast died (long story and not completely the Minis fault) In any case, I had it flat bedded to MoS (using my AAA) and was told it might not be ready until the following Monday or Tuesday and they paid for an enterprise rental (they were out of loaners). I recieved a call late Friday afternoon that the car was ready. Just so you know they determined the cooling fan for the radiator was bad and replaced it. As I was within 1000 miles of the first major service (belts, plugs, lubes, inspections, adjustments, etc) I went ahead and asked them to perform that as well as an alignment and cooling system flush. I told them that I changed my own oil and filter and that I had a K&N air filter so they did not perform that as part of the service and charged less for it accordingly. They also took off the 10% on parts and service because of my membership in the BMWCCA.

While the MINI is expensive to service and repair, MoS has treated me OK. I understand others have had different experiences and that it is perhaps discouraging that they treat people differently who did not buy from them.

I hope everybody is enjoying their MINIs and staying cool!!!

 

I'm going to have to echo this sentiment. I didn't buy my car from them, but I did bring it in to them twice - once for a botched DIY brake job (long story - but now I know the proper way to bleed brakes, and always make sure that you have the same parts you start off with! ) and for my 'Inspection 2' servicing. I had my MINI towed to them for the brake issue, and it was ready next day. For the service, they did give me a rental car, and it was ready same day. Of course, when it cost as much as it did (for you CVT drivers, hear me now: find someone trustworthy to do the inspection and transmission oil change, or prepare to pay through the rear!!!), they darned well should have given me a loaner!!

Anyhow, I haven't had any negative issues with them. :shrug:

-Paul!

 

Part of what must be taken into account is their workload. They are INSANELY BUSY. Should I bold that and put it into a larger font?

What does that mean? That means that their own customers get priority over people who bought elsewhere. Can you blame them? If you were a customer, you'd expect to get treated first.

Now, as for Tate... they are NOT "insanely busy", so naturally they are going to try harder to get your business, since they probably could use more.

I firmly believe that after MINI of Sterling opens up their new service facility, with a far greater capacity to handle the workload, that their rules will also loosen up a bit for non-customers wanting service. Just a hunch - I don't work there so I might be completely wrong.

 

So, you are saying is that it is okay if they put a cutomer at the end of the line since they did not buy a car from them. Then Joe Smoe calls right after the first guy and gets an earlier appointment since he bought the car from them? Thats pure crap.
A warranty is a warranty. The Sterling service department should not be able to play favorites. Any dealership should accept any customer's request for service at the time they make an appointment. I guess if you can endure the lack of professionalism when buying a car from their dealership, you get rewarded with favoritisim in the service department. Sounds like a great establishment. The idea is to keep customers, not lose them. I guess that's why Sterling can be so arrogant. TATE may not be as busy but they have never asked me "if I bought my car from them" when I called to make a service appointment. I assume TATE has a smaller service department and less technicians but I dont see them pulling this sh%t.

 

No, you are completely misunderstanding what I was talking about. I was talking about their loaner car service. I am one of MINI of Sterling's BIGGEST customers, but I have to wait a very long time for service appointments too, when they are backlogged - as they are now.

 

I've purchased two cars from them and wait a month (almost). I knew they are always booked and called way ahead. I think everyone stands in line. Now if someone cancels and you happen to be there making the appointment for something simple... maybe you get in. By the way - I'm talking changing a lightblul simple, not changing the oil, or anything that takes time.
John

 

I just returned from Mini of Sterling to have Lola's window fixed. David was my service guy and he was A+. When he saw me knitting in the waiting room he made the comment that he has seen a number of Mini ladies knit which I found interesting. In any event, great, fast service. In by 7:30 out by 9:15.

 

That's great, but you didn't answer the begging question... what are you knitting?

 

I custom made muzzle for a certain guy with the nickname Edge

 

AWESOME! I've always wanted one of those! When is the test fit?

 

My warranty doesn't say anything about the dealer prioritizing me with respect to service.

In any event, a business that has to (1) either turn people away or (2) substantially delay important service because they are "insanely busy" has some serious planning/management problems.

Unless they kiss my *** next time I am in for something I am buying the next one from Richmond. And my friends to whom I rave about my car will also get the same suggestion. It's less hassle to drive halfway down the state for prompt service than to go up Route 28 for crappy service.

It reminds me of Seinfeld's "Soup ****" - I LOVE the product but the service sucks.

Dave
Manassas
'04 MCS EB/W "PETROL"

 

I did not buy my Mini from MoS and I was able to get an appointment to fix my window within 1 week.

 

I just had a very good experience with MINI of Sterling. Based on messages in NAM, I knew normal service required scheduling a month or so in advance. Therefore, I contacted David Rockwell about five weeks prior to needing my car serviced and scheduled an appointment.

However, the very next day the SES and DSC lights came on and my car began to lose power periodically. I contacted David again and was told to bring my car in immediately. When I arrived at the dealership, I was provided with a MCSa with only 600 miles as a loaner car. Not only was the SES/DSC problem fixed, but David replaced the clock under warranty and replaced a wheel that I damaged hitting a pothole.

The day after I got my car back, I received a call from the MoS Customer Relations department to enquire if my service was satisfactory. I was pleased to be able to answer affirmatively.

 

Mr. Rockwell was also my guy and I will definitely be giving him a 5.

 

Dave,
Lighten up, man. Have you ever worked in the service industry? Have you ever had to diagnose problems? Ever get back-logged? Yeah, I thought so...

Dealers get backed up because people are impatient. Ever go to the Grocery store and have to stand in line? Did you complain about that? Everything must be done in the here-and-now, and unfortunately sometimes electrical glitches (which these cars are notorious for) can be insidious to diagnose. Also there are issues with parts availability, ever consider that? Cars are machines, machines break, and it takes time to fix machines.

Before any dealer has to "kiss your ***" try to understand the problem. If you showed up at my dealer with that attitude, I'd tell you to pound sand & send you packing to Richmond. Your attitude isn't worth the aggrivation. Get a clue & lighten up.

 

Now that you know I am not lying!!!!! (Yes I am bitter because I have high standards) and that Mini of Sterling does treat a lot of us like crap, I wanted to tell everyone that Ferrari Maserati of Washington ( just down the street and i am sure none of you can miss is) will service your Mini and detail it.
I just had my Mini detailed last Saturday and it cost me $50! I got a discount though, because I am best friends with one of the sales reps. But the regular cost should be about $100 and let me tell you they will detail your car like you cant imagine. The guys name is Cesar. He also showed me every Ferrari in the shop and showd me their mods and how he cleans them as well as the race cars that they service regularly there. They have a race shop and a service center. He is very awesome and he offered to dive to my hosue to pick the Mini up and detail it and then bring it back for me I havent bought a Ferrari, and they treat me like a queen. They offered to install my seats when I get them, and do anything else I want on the Mini. The prices are reasonable too! I cant imagine how good they treat their actual customers!!! So, I am sold.

But for maintenance stuff and oil cahnges, it is all free from Mini. I guess I will go to Tate Mini in MD. So far away though...

 

I just want to remind you that the reason people get angry over stuff like this is, we are paying a premium for a Mini, by BMW. This is not a honda civic, or a ford. This is why we get angry. This is why in life you pay a lot for things to have good service and to be treated good. This is why you go to really expensive restaurants and really nice hotels. When it comes down to it a bed is a bed and a room is a room, but what makes the difference is in a Ritz Carlton if you want the furniture re-arranged and certain types of food and a specific news paper delivered to you, you will get it. Thats the POINT of paying out your *** for nice things!!!! And when you pay out your *** and your get treated like crap, expect ppl to get pissed. That is how it works!!! It isnt that we are mean or snobs, it is that we expect to get what we pay for. And Minis are expensive for their segment and what they are.
Just my thoughts...

Just to add, i have worked as a waitress and selling clothes in a dept. store. Now i work in inside sales and have CFO and CIOs tell me to go away all day. So i DO understand and i still hold the same opinions.

 

See http://www.motortrend.com/features/a...ews030430_ave/ "the average sticker price of vehicles sold to consumers topped $28,000"

I got to say that I have to disagree somewhat with this approach. BMW may own MINI in the same light that Toyota owns the SCION brand or ... now ... Porsche owns VW (controlling interest).

The fact is that a MINI is a low-end car with, I would imagine, most people not even paying what the "average" car costs in the US. While you may see "enthusiasts" talking about "all 3 packages", just as many get the car stripped because its affordable and many of the options are luxaries. Many owners are younger people this is their first car.

As such, and with the small number of MINI dealers around, I would expect low end service.

Thats not to make an excuse for poor service or long lines. Its only to put thing into perspective. You buy a $25K car you get $25K car service. You buy a $35K MINI you still going to get $25K car service because others bought it for $22K.

As a 997 owner, I know you know how "some" 997 owners look down on Boxsters and CS owners. People are people wherever they are.

MOS is trying. They have a great Parts dept. The few times I've been there for aftermarket work, they have treated me VERY well. (ancedotal data that means little). After reading Wagns horror stories at Tate, I really wouldn't go there for ANY service. Try Towson if you must. Towson rocks.

 

My blast was more on the attitude than anything else. There is a lot of merit to the saying: "you attract more bees with honey than with vinegar."

Sorry, but having been in the business of auto repair for 12 years now, I can attest to the fact that people with this attitude create the problems they experience. I have a low threshold for arrogance, I guess.

As for the cars being expensive, yes they are. You get what you pay for. But all those electronic doo-dads and thinger-mabobbers add up & they can/DO break. It's like going to the hospital-the priority patients are seen first: i.e. the car with a blown up flywheel will probably get looked at before the oil service.

As for playing favorites with those that bought there VS not, well, I can't say I condone it but I understand why they do that.

I just don't appreciate the poor atitude when folks are busy.

 

That makes no sense. To me anyways. And the thing about 911 people looking down on Boxster people, who cares what some people think...what does that have to do with anything? The point is, there is a level of service, a baseline, that i expect from a BMW, Acura, or Mini dealership. They do not meet the baseline because i have had better service at Ford than MoS. They are idiots to give lesser treatment to cheaper cars because BMW knows that people buy up and not down, to a 3 series , then a 5 and a 7. Same with a Boxster, to a 911 to a GT3. That is how people buy and dealerships know this. That is what makes MoS so crappy in my opinion. They dont care if you ever come back or if you are satisfied, from my experience.
I am young and this is my first car and i paid for it....the options are a luxury and i love them, and despite the price of my car, I have joined the Mini community and there should be a certain level of quality that isnt there.

 

Are you kidding?! At the Ferrari Maserati dealership right across the street (sort of) from MINI of Sterling? I paid over $200 to have my MINI detailed at Detail Authority in Herndon and had a crap job done. Sign me up! Are you sure they are okay with it?