What is a reasonable expectation for the timeliness of a return phone call from my MA?

I called my MA last Friday to request information on financing options through Mini Finance, and to get a more accurate production status on my MC (production completed 7-18, still showing Awaiting Transport according to the MINIUSA on-line and phone order tracking). No return call on Friday, Saturday, or Monday, so I called again this morning and left a follow-up message. Still no call back from the MA. Am I expecting too much?

 

No, you're not expecting too much!!!

In any business, it is expected (barring an emergency) to have your call returned the same day. My MA once even called me on a Sunday when his store was closed. I had 3 different numbers to contact him, and he told me he EXPECTED me to call him frequently.

Sorry for your frustration.

 

They are pretty busy on the weekends...try an email (my MA did better w/ that). Whenever I get flustered about things like this I wind up finding out they were on vacation or their mother died...then I feel like a total creep. Be nice, be patient, but be persistent.

 

I've had a little difficulty with reaching my MA at times...for him email was NOT the way to go. He claimed to be completely computer illiterate!

I dont think you're expecting too much at all. What dealership are you ordering from?

 

All,
Thanks for the responses

Fitbull,

I want to avoid giving the dealership a black eye over what may be an explainable oversight (trying hard to give the benefit of the doubt as suggested by gokartride), so I would rather not say right now.

 

I had similar issues; try calling the sales mgr and see if that helps.

 

Hi, I just picked up my mini last thursday, my MA AND Financial Advisor were both unresponsive to both phone calls or email. I would have gone to another dealer if I could have, there are only 2 in the NW.
I blasted them on the after purchase survey and have made my feelings known to their sales manager.
So far they don't seem to care.
Ho[pe you have better luck
Pint

 

If your MA doesn't apologize or give you a valid reason for his unresponsiveness, then take the issue to the Sales Manager. My MA was exceptional ... great with call backs, e-mails, and he gave me his cell phone number. Be persistent and if you have to give the dealership a black eye then do it when the time is right! Hope you get your questions answered soon ... it sucks having to wait!

 

Pinto...which Dealer did you buy your MINI from?? I'm in WA and Rasmussen MINI was Great!! I'm sorry you had issues with your MA and Financing Peeps.

 

Same as you RJKimbell, not sure why it went that way but it did.

Anyway, I have him now

Pint

 

The only problem I have with all these posts and MINI in general is calling these people "Motoring Advisors."

Aren't they all car salesmen who work at car dealerships?

Seems if we call them what they are we can 1) lower expectations on how they should act and behave; and 2) keep our defenses up.

Just askin and sayin.

 

These are car salesman on car lots, don't expect much.

When I bought my BMW 740i a few years back, the first salesman did not help me much because I was wearing a pocket T and blue jeans. When I called to ask about the car [to obtain additional details] he was available [per the receptionist] but would not take my call.

So the same day I went in to the dealership and saw he was there. But different salesman came up, was nice, respectful [different pocket T on that day].

After seeing my 740i was still there and we agreed on price we sat down and I paid $70,000 cash-no-financing for the car. As the salesman was writing it up, the first salesman who was condescending recognized me and hovered over us to see what the hell we were doing. When he saw I was buying the most expensive BMW they offered, he got sick, and probably realized he should not treat people based on appearance.

As my "MA" was doing the paperwork in a reciprocating condescending tone I said to the first guy "See, I was serious about getting the car." He mumbled something and walked away.

I told my "advisor" not to let the jerk get part of the commission because 1) he did not help me much and 2) he was rude. My "advisor" was only too happy to cut the other guy out of the deal.

Guess this is a roundabout way of saying, contact a different salesman. No MA has dibs on your purchase or you if YOU choose to want to deal with someone else at the dealership.

In fact, the way car lots work [I like calling them car lots] is that if someone else closes the deal, the first salesman has to share the commission with the one who helped finalize things.

That is why salesmen are very protective and helpful. If you contact someone else because the first one is not doing his or her job [aka bad service] the rules of the car lot allow you to go to whom your choose.

No MA owns you or your deal. Call or go in to talk to someone else. Another salesman will only be too happy to take a cut of the failing MA's action.

You can even contact the sales manager, mention your problem [poor service] and ask him to assign your prospective sale to someone else.

Bonus Comment: If a salesman is going to be gone or is not on the lot for excused reason, he or she makes arrangements to "tag team" the sale. This means that the absent sales guy tells a trusted fellow salesman to cover for him.

If the salesman is gone, but through no fault of his own, another sales guy can pick up the slack, but the second salesman is NOT supposed to cut the first out of the sale since the first salesman is out for good reason.

Your MA should have had a tag team co-worker to work with you on the sale if he or she was not going to be around.

Since he is not helping you, it is possible that the MA is trying to protect or hoard his prospective customers. One way is to keep all communications and information close to the chest and not tell a soul about you. He is not supposed to do that. Sidenote: The Holy Grail of customer data is your contact information, including name and phone number. That more personal information shows you are serious, more serious than a salesman with easily deleted e-mail access.

Dealer owners have the above rules so to maintain proper decorum and prevent fist fights on the lot. Some lots even go so far as to rotate who gets to approach the next customer on the lot. Yet others, it's whoever calls it out first, on seeing someone drive on to the lot.

I suspect that part of the problem is that since the MINI does not require any salesmanship to close the deal, your MA has gotten lazy since roles have reversed. It's more the customer begging the MA to sell him a MINI. Some salesmen don't know how to behave when times are good [cars flying off the lot]. Some forget that the customer is always king and you address the customer's every need, return every phone call, have someone cover in the event you are going to be absent, etc.

If you contact the sales manager I suspect your MA will get a nice little lecture about improving his act. The sales manager will threaten that there's a long line of salesmen chomping at the bit to "sell" MINIs. In other words, the deficient salesman is easily replaced.

 

Totally agree with Michael. If he continues to be uncooperative, call the sales manager, express your concerns and ask for a more responsive MA. Chances are you'll not only be heard, but it'll also be made known to the next MA that you're looking for some attention.

 

Thanks again to everyone for the responses. I was able to speak with the sales manager today and he was very helpful in answering my questions.

I should have my MC in about 2 1/2 weeks.

 

So did he tell you what was up with the MA not getting back to you? Say that he was ill, death in the family or what?

Need details to complete the soap opera.

 

I agree with MichaelSF about identifying these people as "Motoring Advisors".....these people are order takers.......there's certainly no selling involved, and no advising unless you consider that individual's personal preference as advice ("you should get a blue one", or "oh you really need this option"). They give you the order sheet listing options and price, and you pay the listed price. I'm not complaining, personally I'd much rather buy a car that way than have to worry about whether I'm getting the best price available, etc.

 

When I was ready to order my car, I sent my MA an email on a Friday morning...by Tuesday I still hadn't heard from him. When I did finally get a hold of him (by phone) he said he'd been so busy that he hadn't checked his email in a week! Jeez! I think most of my phone calls to him disappeared into a black hole...

 

I'll agree some salesmen are just order takers but I have not found that with my MA or any of the MAs at my dealer. Whenever I bring my car in for service I shoot the BS with my MA. He has a big interest in cars and just not Minis.

If I had trouble getting a hold of my MA though I wouldn't hesitate to call the sales manager but be nice about it.

 

I'll agree with you there. In my experience with car dealer litigation [including BMW] I have seen some honorable employees. Some salespeople actually care about the customer and strive to give good customer service.

That said, I have found the above to be the exception.

 

Seems like some folks have forgotten 'the golden rule'--treating others like you would want to be treated. I'm not the most important person in the world, but I expect to be treated honestly and fairly.

I will certainly make allowances for extenuating circumstances, but if your job is customer service (and your customer's not being a jerk), then it seems reasonable to do your job in a timely fashion. Even if it means leaving a message to say you're busy but will get back in touch soon.

 

I had a really good experience with my MA. I'd also be frustrated if I were you. If you haven't ordered your car yet, I'd switch MA's, or take my business to another dealership.

 

I bought my Mini Cooper at Classic Mini in Ohio and I can't say enough good things about my MA. He's always returned my call within a couple of hours, he has answered all of my questions and he has been nothing but pleasnant and helpful while I make several revisions to my order...