This started about a year ago when I first got Scarlet, (06/R53, Chili Red) I'm not going to call the business out, they seem to be well respected in this forum. I will say that I am in Atlanta, GA and there are only so many Mini Specialist here and that are in this forum. I contacted the business in Oct of last year when I needed to get some work done, oil leaks and maintenance work done. After weeks and weeks of emailing, and of course NO-ONE answers the phone there, I was told they are very busy and at the moment were just concentrating on performance mods and they would contact me after the holidays. I was done a favor at that time. I'm a decent wrench head, just went out and bought the tools I needed and did the work myself. I decided that I wanted to do the SC maintenance this weekend and needed to get some bushings and gaskets and that it would be better to drive 10 miles to this business and just get them there. My thinking is that I wanted to talk about getting a tune with all the upgrades I've been doing and since this business is the most popular in this forum and that I only work 20 mins away, why not just go during lunch and speak with DA MAN about getting so upgraded injectors and a tune. I start out on Wednesday with my co-worker who has a JCW, he's a memebr of NAM as well. We leave at lunch time, very excited that we will be able to talk to DA MAN. We get there only to see them driving away for lunch, sign on door stating there will be back in an hour, no problem, we didn't eat, so we went got lunch came back 90 mins later, sign still on door, no problem. We were a bit disappointed and decided that we would venture out again on Friday, earlier this time. My co-worker had meetings scheduled all day, I still needed to get the gaskets and bushings for my weekend work. Went to the business, someone was there. I got my parts, then started asking questions about a tune, was told, that's a W** question, okay. I asked a few more questions and was told the same thing. Okay, I want to get a tune and I need to get information that can only be answered by W**. Can I speak with him about this? I can hear him in the shop talking with someone. I was told, "You know how he is", NO, I don't know how he is. I want to speak with him about getting some performance work and that I tried contacting you guys over the phone, then through email only to get told that he would get back to me. Well I'm here now, can he spare 5 mins, "I'll check". I was told, any questions you have, send him an email and DA MAN will get back to you..... WOW!!!!!!!!!!! BTW: He was doing a water pump installation, didn't know that was part of a performance mod....

I will NEVER buy anything from this business!!!!!
I guess that since you are the only game in town, this is how you threat your customers. There will be tons of people defending him, I've already seen it here..
Question:Is there any other place in the Atlanta area that does performance tuning on r53's?????

 

Sounds like a very poor way to run a business, no way I'd use them. The folks I've linked are very knowledgeable & honest folks who I used when I had my MINI. You should contact them. I know they are not local, but if you do your own work they can help you.

http://store.helix13.com/mini-cooper-performance-parts/

http://www.detroittuned.com/

 

I have no personal experience with the shop you are talking about, it's obvious. I don't have any experience with any shops local to you. I do however have experience in a related matter which directly relates.

That dude probably gets a lot of calls a day. Some people are serious when they call and are ready to open a check book, and some are not. More than likely most are not. Most are probably calling to get the same advice he's given 100 times over, only to have people balk at the amount of time and money it's going to cost to have their dreams become reality. If he has a serious conversation with 20 people, 2 might place an order. Realize, he isn't making money sitting on the phone all day when he could be working cars, counting inventory, or whatever it is he needs to do. There are probably 100 other things on this guys mind other than you and your car, maybe when he receives your email he doesn't have the time to sit down and write out a professional email (although at least stating that or a time when y'all could talk would be better than nothing).

Another thing to take into account, he isn't a dealership with a lot of financial backing and people that he can hire. If he has someone that is good at what they do, and has the technical prowess to answer your questions, they probably aren't going to be working the counter. The person at the counter has probably been given instructions not to interrupt him when he's doing whatever it is he is doing.

I understand this is completely frustrating. I understand your side, I really do. Custom parts or services are not cheap, and those that can do them are in high demand. I'm sure there is no disrespect meant, but see things from his side of the counter.

\rant off

 

This is a great point. I have made several orders with this vendor, and have sent him several emails. I usually get a response in a few days (which I'm too impatient for) and it's always short and too the point, which can get frustrating. But then I realize exactly what JCWerks pointed out: he runs a small-ish shop and has a TON of customers to deal with. I feel bad when I email him about something, then don't order from his site, because I know it's not easy for him to take the time to answer emails. I completely understand how your dealings with him could rub you the wrong way, but I think overall he does a very good job of running his business.

 

Are you guys kidding me!!!!!!!!
I sent him email LAST OCTOBER, he did send me email weeks later that he was busy and that he would get back to me after the holiday, again.. ARE YOU GUYS KIDDING ME!!!!! I was right there with a BUSINESS SUIT on, I'm not a little kid, I'm a grown AZZ man. THIS IS NOT ANY WAAAAAYYYYYY TO DO BUSINESS!!!! I did say in my post that there will be those that defend him, wow....I'm right there inquiring about getting him to put new injectors in and get a tune,, I'm right there....Yeah, he's very knowledgeable, thus the reason he is so popular. Doesn't matter, NO WAAAYYYYY will he ever get any of my business. Good luck... ARE YOU GUYS KIDDING ME!!!!!

 

I was always taught that no matter what you were selling, to be successful you sold "service" not just the item.

And that "one aw sh_t canceled out ten attaboys."

 

I think that the arguments have been made both pro and con. Lets just keep the discussions civil.

 

gumbedamit, I get where you are coming from. Making the customer feel well taken care of is important for any business, I have had great service from companies big and small, and awful service from companies big and small. Some like Comcast where I was returning equipment, I was told "take a number" and my response was "here's your equipment, the service is cancelled, I am not waiting 45 minutes to hand it to you, goodbye." Others where I walked out thinking "Wow, I will recommend that shop to anyone and everyone, what a great experience." I know dealerships get a lot of grief around here but Stevens Creek Mini has done right by me more than once.

I also know the other side of it, from time to time I tell the CEO to get out of my office because I'm deep in the middle of trying to solve the problem that he wants to talk to me about and the best way to get it solved is for him to leave me alone so I can figure it out. So I tell him to go the f away and leave me alone. Fortunately he is a smart guy and we have history and respect each other so he knows that he can trust me to get it done, so when I am stressed out and under pressure he leaves me alone and eventually I get it done.

Anyway, that doesn't change your experience, which sounds like it was deeply unsatisfying. So I offer this advice. I have learned a few important lessons over the years, important to me anyway. 1) media, the internet, and Amazon Prime have trained us to expect instant gratification, and we react negatively when we don't get it. I see it in myself, my spouse, and my kids. Fortunately I have learned to recognize the problem, take a deep breath, and remember a slower decade, back before FedEx existed and catalogs were on paper. 2) second, or even third chances can lead to wonderful things. Stepping back from confrontational situations, giving it space, then engaging again, has lead to some very pleasant outcomes, including a few great friendships.

It that's not helpful to you, well it was free advice and worth what you paid for it. I tried, and thanks for listening. If any of it made sense, then see if you can get an appointment to see the man and get his advice. If it still doesn't work out, then at least you tried and you can move on knowing that you did your best.

 

Let me get this st8!, you guys here on NAM are condoning this behavior because today in the world of instant gratification, I should be more excepting of his CRAPPY behavior... and learn to be more patient.

I was born before the INTERNET! there was no instant gratification and having everything yesterday. One thing that should never be overlooked is Customer Service and treating your customers like you want them to spend your money with them. Is it because he is one of your STARS here in this forum that you are sucking up to him so that when he does find the time can answer questions that other people can't? Will you tolerate going to a restaurant and waiting 45 mins for a server to come to your table and getting visibly upset and the patron next to you tells you to be patient because the food is really good, then after waiting, you're told there's no food. Let me make this clear again: I sent email Oct 2016, was told they were very busy and that I would be contacted after the holidays, now it's Aug 2017 I need some parts so I figure I'd go pick them up and make an appointment to get a tune on my car. When I get there, I get, "NO SOUP FOR YOU". I will stop drinking soup before I ever contact or spend a penny with this guy. You guys SUCK!!!! I can't believe you condone this behavior and if you want to revoke my account here on NAM so be it!!!!!!!

 

Yep you are unhappy, yep it was poor service and yep you will take your business elsewhere.

Suggest you take you car up past Gainesville and do so some good twisties with your MINI. Best therapy for a bad shopping experience there is.

 

Born before the internet, hmmmmmm. I must be old as dirt as I was born when Ike was the President. Does that mean my kids are going to take my MINI away from me for being old (and driving it around themselves)???????

 

In fact our MINI club is having a get together at the Dragon in October. Come and play with us.

 

While Ike was President, hmmm seems more like your Grand Kids will be taking your MINI

 

Wow that hurts.

 

To be honest if I waited almost a year to get something done on my car, I would just take my business to one of the COUNTLESS other MINI vendors there are. I wouldn't get so bent out of shape that I would want to sell my car and yell at forum members for giving their opinion LOL.

 

In Buffalo sometimes you have to wait a year for the snow to melt. Always have to be stocked up on bread and milk.

Although Syracuse usually beat Buffalo for the Golden Snowball Award each year.

 

My cupboards are full of Kraft Mac & Cheese and Ramen.

 

It's called venting, and I'm not bent......

 

I'm right there with you brotha

 

Sounds like it could be a plan, can you send me more info plz.

 

I guess I'll stick to my day job and give up on trying to be a relationship counselor.

 

The shop in question is a vendor on this site and therefore a supporter of NAM. Probably explains why he doesn't get more flack here.

IMO he is probably a great mechanic but a poor businessman. I bought some mail order stuff once, contacted him about a second order with a question and never heard back. I moved on. The lack of email, pm and phone service response was enough to push me away. Hard to run local shop and mail order without enough staff to do both. I was guilty of this kind of behavior in my own business way back when. Too much of the business was concentrated in my own knowledge without empowering others to do more of the decision making.

Many other vendors out in the world, find a better one for your car.

 

+1

 

Gumbee (yes I did watch a few Gumby toons as a kid, Yogi Bear was better) sent you a PM on the Dragon Run,

and Drewster, you would starve without some freezedried Beef on Wecks.

 

I've had nothing but good experiences with the shop you're talking about - he always replies promptly to my phone calls and emails, and when I order parts from him they are sent to me super fast.

And if you're "not going to call out the business" then don't make your post so bloody obvious that everyone and anyone would know who it is you're talking about!!