Can anyone explain or tell me the difference between a technical support engineer, a technical service engineer, and a field service engineer?

Thanks!
Jen

 

Probably. Why?

 

Looking for a hierarchy to see who has the ultimate decision making power on the tree?

 

I know they're all better at math than I am.

 

The short version- Well, following a very large number of repeated problems with my MCS, a repurchase was requested (More than a dozen service visits, 56 days in service.)
First response from a customer service rep requested an inspection by a field service engineer. I was advised to decline.
Yesterday, a Final Inspection by a Technical Support Engineer was requested and I was given a choice of dates. I asked for clarification, as an official agreement to repurchase had not yet been made.
Today, the dates have changed, and the request is for an inspection by a Technical Service Engineer.
I am trying to define the exact difference to figure out what game she is playing today.

 

<edit due to misunderstanding question>

 

To further clarify-
I had hoped the matter could be resolved without a legal battle. While I have an attorney lined up, I have not yet signed the agreement. I wanted to give MINI a full 30 days from the time they received my repurchase letter to do the right thing. At the end of the week, the 30 days are up. Seems as if the customer service rep is still toying with me.

 

Are you working with Linda by any chance?

 

No. The Rep's name is Sophy.

 

It wouldn't hurt to know this either

 

With most manufacturers, the customer service rep is the low man on the totem pole. They are simply a conduit of information between the consumer and those making the decision. Every dealership will have a service representative from the manufacturer whose function is generally administrative.

In addition, they will usually have a field staff of trained technical people within a region who have actual knowledge of the mechanics of the vehicle and the repair procedures. Usually they also have people on either a regional or National basis who deal with re-purchase agreements or "Lemon Law" cases.

Not to co-operate with this process and the setting of strict time parameters would be bad advice. The re-purchase process for the manufacturer is very expensive and they are certainly entitled to inspect the vehicle and to review the repairs done before making their decision. They will look at the general condition and exhibited care of the vehicle, service records, and actual repairs done.

At the end of the day, understanding the actual function of all the people involved is unimportant. Their job titles are different from manufacturer to manufacturer and the authority they yield differs according to experience and personal contacts. The ultimate decision is usually a collaborative one with input from several sources.

 

The reason I am being told not to submit to an inspection is because they fully intend to try and fix the car AGAIN. It has been repaired in excess of what is reasonable already. My dealers service has been less than helpful, and at times flat out dishonest (yes, I can prove this.) I even ended up going to another dealerships service department much further away because of the problems with dealer #1, until another breakdown forced me to go back to the closest one.
I contacted MINI twice (once in January, once in July) requesting assistance in getting my vehicle repaired, asking if an engineer could be sent out to look at it. They never sent anyone, no one ever followed up.
At the last service visit, I had a long, detailed list of the problems I have been having with the car. I asked the service manager to contact an engineer if they couldnt figure it out, couldnt duplicate it, ect. They duplicated a few issues and made repairs to the clutch pedal, replaced the shifter mechanism, made a repair to the sunroof for the 8th time. They were unable to duplicate the other transmission problems. I was told my engine sounds were normal. No engineers were contacted.

Recent videos-
http://www.youtube.com/watch?v=-YxSBXMtHEk
http://www.youtube.com/watch?v=1V9bK_YJGCE

This, plus more than 50 pages of service invoices, and they wont make a determination on the quality of the vehicle I received?
They are more than welcome to inspect the vehicle, but I do not want it based on "addressing these issues" AGAIN. If they intend to repurchase, inspect away!

 

I agree with jallen4. I think giving them an arbitrary time deadline and then refusing inspection looks bad on your part.... like you are trying to hide something... They will say we tried to resolve but the customer was not cooperating etc.

The decision will come down to what is wrong with the car and will have little to do with what you think should happen. Trying to second guess who has authority to do what is a waste of your time and makes no difference to the outcome.

Can you give more detail as to the mechanical problems or issues you are having with the car?

 

Transmission began hesitating in 1st gear ~10,000 miles. Multiple service visits before dangerously obvious and able to duplicate, clutch and flywheel replaced @24,388 mi. Cold start issues began <20,000 mi. 2 Timing chain tensioners, timing chain, replaced shattered guides- still having issues. Variety of other failed components include HPFP, water pump, thermostat, sensors...
The sunroof required repairs upon delivery to dealer (only recently discovered this), and it has been repaired 7 times since for not operating properly, leaking, ect. Still does not work properly.

I have wanted a MINI since I was a child. I loved the originals. I was so excited when I placed my order for this one. Unfortunately this has been a really depressing experience.

My other response is still awaiting moderator approval. Probably due to attached video links.

 

The advice you are acting upon is, in my experience, faulty. I have been directly involved with more than a hundred of these type situations with various manufacturers. Keep in mind, if this is an opinion of an attorney, no conflict means no time spent which results in no legal fees collected.

Most every State has enacted what is commonly known as a "Lemon Law". These laws usually all share two common elements, three failed attempted repairs on a specific verified accurate complaint, and or 30 days out of use due to a specific verified complaint. They generally do not allow for cumulative repairs on different problems.

"Lemon Law" cases are generally simple if the triggering events are documented. You would need to prove an actual problem was present and repair attempted unsuccessfully. They do not include problems you "feel" are present but occur in a majority of the normal vehicles. For example, you hear an engine noise not to your liking but the majority of other similar vehicles has the same noise. It could be considered normal for the vehicle and inherent.

If you have a basis for a "Lemon Law" action consistent with the law in your State, by all means file for arbitration. Usually with the Attorney General's office. If you simply have experienced a number of different problems with the vehicle and lost faith in its reliability, then you are asking for a buy-back that is not Court mandated. In that case, cooperation with the manufacturer would be more reasonable than being obstinate.

Regardless of which option you must pursue, the ability for the manufacturer to inspect the vehicle will most likely be mandated. Even in the case of a "Lemon Law" complaint, the arbitration panel would be most likely to inspect the vehicle before making a decision. If you are pursuing a voluntary "buy-back" by the manufacturer, refusing their request to inspect gives them good reason to ignore you.

 

So, your location says Texas, so here's Texas Lemon Law.

http://www.statutes.legis.state.tx.u...1.htm#2301.601

The important piece here is that they're specifically referring to one issue that started within the first year (or 12k miles, whichever comes first) of car ownership, with at least 4 attempts to fix it in the first 2 years. You only mention transmission issues within that first period and nothing after. Unless that's the case or unless you can convince arbitration your issues are all related to each other, it doesn't seem like it falls under that law. The sunroof wouldn't qualify under the delineation listed in the statute as its function isn't essential to the safe operation of the vehicle.

However, as mentioned above, you may be able to deal with MINI for a buy-back outside of the Lemon Law, especially if you're willing to pony up for a motivated attorney. It's not like you don't have a whole bunch of valid complaints on a very young car. But unless your transmission issues alone fulfill all of the requirements, you'll most likely have to pursue this outside of Texas statute, which means a lot of negotiation on both of your parts, which means a lot of cooperation to get to that point.

 

Yes, the advice has been given by an attorney.


I live in Texas. Here Lemon law requires 4 repair attempts for the same issue in the first 2 years or 24,000 miles. Sunroof had 3 repairs in 2 years, the 4th was 12 days past the 2 year mark. They said they could not duplicate the problem with the transmission several times, it was finally duplicated and repaired at 24,388. Everything else occured after that.


My issues would fall under the Texas DTPA and Magnuson-Moss. My problems have exceeded the limitations under those acts.


I am attempting to have them buy it back voluntarily, just based upon the repairs/ repair attempts that have already been made, as they have already more than qualified for a repurchase under those acts. They seem to be only focused on the problems going on with it currently. Legally, not a single other issue is necessary to prove it defective and lacking in quality. This one is definately not like the others.


They also know that I was blatantly lied to by 2 different service advisors at the same dealer on multiple occasions.


The cars value is seriously diminished. I cant really sell it in good conscience, and who would buy it after seeing the history anyhow? I was never once able to bring the car in just for a standard service.


The entire story is so bad and so absurd that its hard to believe. Luckily I can prove 95% of it on paper, and the rest is relatively verifiable.

I never imagined being in this situation. I'm both sad and angry about it. No car I've owned has had so many problems. Even my '67 Sprite hasnt required this many repairs! Heck, I am still on the original clutch.

 

I sent my case to 3 different attorneys on the same day thinking I would get different opinions. All 3 responded that they would gladly represent me on contingency.

 

Sheees, sorry to hear. I wish MINI was better at dealing with this and dealing with their tarnished image when it comes to reliability.

 

Upon what would the lawyers be basing their contingency fees? Would they take a portion of the money you get when/if MINI buys the car back, or are they implying that they can get MINI to buy the car back AND give you monetary damages? Also, be aware that contingency fees can often run in the 30-40% range, so with the lawyers involved, even a "win" could still be a major financial loss.

 

The TDTPA states that if you win your case, all attorneys fees must be paid in addition to damages awarded. Federal law (Magnuson-Moss) states the same.
The law also states that if you are intentionally mislead or deceived, the judge may award treble damages.

I get the impression that many of you think that I am upset for no good reason or that my problems dont fit the laws. How would you feel under these circumstances?
From September 2010 - September 2011, I have had to take her in for repairs nearly every month. 9 times, for a total of 44 days in service. Mostly due to problems with engine and drivetrain components. Sunroof and other less critical things were typically serviced in addition to a larger problem.
The very first line in the warranty reads: The MINI division of BMW NA warrants 2008 U.S. specification vehicles against defects in materials or workmanship to the first retail purchaser, and each subsequent purchaser.
The warranty period is 48 months or 50,000 miles, whichever occurs first.
Dont you think that a vehicle that seemingly begins to self destruct at 24,000 miles might just be defective in more ways than one? Does the number of problems for a vehicle under warranty not seem extremely excessive? That is just 1 year of problems, starting at 2.5 years old. And as you can hear in the video, she still ain't right.
There are other laws out there to protect consumers and force manufacturers to keep their promises and uphold product warranties, not just Lemon Laws.

 

A word of advice. If the attorney is talking in terms of Magnuson-Moss, find another attorney. In forty-two years of being a dealer, I never saw a case go forward based on that Federal Law. Maybe if they refused warranty coverage or the vehicle presented egregious safety concerns, it could be discussed.

Most likely, the second line of the warranty states they will make repairs on the vehicle but does not give you a money back warranty. Evidently they have not refused to work on the vehicle. Before pursuing action based on Magnuson-Moss, I would suggest going on line and reading the Act yourself trying to keep an unbiased attitude. Another suggestion that might be looked upon favorably is to request a beneficial trade for a new MINI.