Just to start I want to say I love my car ( 2015 Countryman S All4) and the sales staff was amazing! The service department at Mini Of Portland is the absolute worst! Once you get a hold of them they are great but they do not answer their phone nor do they call back! It is the worst service I have ever experienced.

So sad they don't understand what they are doing.

 

Texting is the only way to converse with under thirty service people. Most of them don't understand telephones. I am 100% serious, you can dispatch a customer in 10% of the time while doing somethin else.

I rarely had the need to contact them so it wasn't an issue for me.

 

I just needed to schedule an oil change! The texting is truly the downfall of our society

 

Website handles oil change scheduling, takes a minute or so after you log in. Much easier than dealing with scheduling people.

 

Thanks for the update, Minnie. The service manager lives near me and is active on NAM, and I am about to go in for an oil change and steering recall.

I'm hearing good things about the Lithia dealership lately, but will report honestly what I experience. I hope all other MINI owners nationwide will continue to report, and please visit our website to comment on dealers and tuner shops!

Drive Hard. Drive Safe. Keep Grinning.

 

I feel that I have been misunderstood, the service department once in contact with them is amazing but the process of getting in contact with them is just awful! I will try the texting thing next time but my thoughts on customer service is that if you call a phone line someone should answer and if they say they will return your call they should return your call.

 

http://www.miniportland.com/ServiceApptForm

 

I live over 230 miles from the dealership. They have always bent over backwards to accommodate my schedule. During a couple of installations that took much more time then estimated, they have gone above and beyond to make it all work including paying for a night at a local motel. Brandon Maggs is the best service advisor I have ever dealt with

 

Thanks for the link, Minnie.

MyOrangeOne, great testimonial. Which dealership is it?

Drive Hard. Drive Safe. Keep Grinning.

 

Just an alternative take from a PDX mini customer--
My calls, and e-mails were always returned promptly. Never texted so I have no experience with that. Hope all goes better for you moving forward--
I've found contacting the party responsible for the complaint to be the most efficacious way of resolving a complaint.

 

In my prior post, I was referring to Portland Mini

 

Thanks!

Drive Hard. Drive Safe. Keep Grinning.

 

Sorry you had issue getting thru on the phones Scott! How was the service visit once you got in?

 

Are you speaking about MINI of Portland Oregon? As far as I am aware the Service manager is not on NAM

 

Brandon says thank you!!

 

Check the "Hello from Oregon" thread. The service scheduler is a member.

Drive Hard. Drive Safe. Keep Grinning.

 

First let me preempt this. I am only a Scheduler, I am not HR or anything like that. I am simply trying to help the MINI community and educate myself. That being said, this is a personal note and nothing from MINI of Portland itself.

All I'm asking is to help us help you.

We do have a high call volume being the only MINI Certified Dealership in Oregon. We are servicing customers from all over the PNW (WA, OR, ID, N CA, even MT). If you call and can't get a hold of one of the schedulers, please don't wait on hold, leave us a message and we will get back to you as quickly as possible. If you leave a message we can track your info a lot easier than if you keep trying to call repeatedly to try and get through.

When leaving a message please leave your name, spell your last name, phone number, and possibly the last 7 of your VIN, as well as what issues you are having with your car. That information would be excellent information for us to help you quicker.

I'm learning NEW things everyday to help the customer. Both my coworkers and NAM have been excellent sources of information. Keep the information coming, all feedback helps us to improve our customer service.

 

Simply put, the person (s) who occupied your position prior to you didn't do what they were supposed to. That's why I linked in a post above how simple it is to book an appointment online if you don't have a need to talk with you Glen. Best of luck going forward in your new gig.

 

I am a bit behind in some responses but wanted to catch up. Yes, Mini Of Portland in Oregon. The service department once scheduled and there is the best service ever. I have left detailed messages and do not receive retuned calls. I will be trying to text my service contact from now on and see if that works as suggested. I understand that Mini of Portland is very busy and one of the few in the PNW but the initial experience of trying to connect via phone paints a very bad picture of the service department. I would recommend that if Texting or Online scheduling is the best way then that should be communicated up front.

 

Thanks for the update and clarification! That was great info. I plan to go online to schedule a few things to be checked out on my R53.

Drive Hard. Drive Safe. Keep Grinning.

 

Using the online scheduling is an awesome tool as well. It lets you schedule on your time, then we can get back to you if you have any questions.