its amazing to hear such horror stories from your MA(s)

I have been nothing but pleased with mine, he went all out, and he dealt with my constant e-mails (twice or more a week). He actually just calls me sometimes to chat etc and I plan on calling him every once just to catch up.

Probably the best customer service I have ever received was from my MA.

Moritz @ Arlington, TX - Neil Scheckter

 

I've been very, very happy with my MA--Art Bernhardt from MINI of The Woodlands, TX. The car was sold at MSRP, with only a $50 document fee--none of the horrible extras, and BS fees I've heard about. Not only did I get a full set of carpet floormats, freely offered without my asking, but also a nice key chain, and the missing jack and parts for our tool kit. On top of that, we wanted to replace the 17" wheels that came with the sport package with 16" wheels--no charge to do this. Anything else? Yup--putting up with my pestering questions with a gracious smile. No wonder he comes so highly recommended!

 

Thanks all.
In the end I think most people have had good experiences with their MINI reps.
MINI is a great car and worth buying.
I've had 2 bad experiences in 2 trys. From my experience I'd say MINIs training is lacking, but from what I have read here my experience is not close to the norm.
I walked away from an 06 MINI I had on hold a week before I order this one -- the MA was not returning my calls or emails so this is the second dealership and the second MA and the second almost MINI. My avarage isn't very good so far.
I heard the MINI experience was unique but this isn't what I had in mind.
I'm sure everything will work out either with this one or another.
Now let's just move on to other more exciting threads -- this one is a bit of a bummer. Who started this anyway?

 

No freebies except for a couple of keyrings

 

This will be my 18th new car. 6 Swedish, 5 American, 5 German, and 2 Japanese. None ever tried to screw me over (I'm appaled by the two Honda stories here).

With the American cars, nothing special was expected and nothing special was provided. Strictly business.

With the Japanese cars, the experience was like with the American cars.

With the first four German cars, All Audis, the experience was more formal, it felt more professional. Nothing special was expected but usually floor mats, key chains, and the like were provided.

The Swedish cars, all Saabs, were the best when it came to the sales experience. It was ceremonial. Coffee cups, floor mats, custom leather pouches for the manuals, and things like that were the norm. You were treated like good friends and it stayed that way throughout ownership. (Don't know how it is now that GM has taken over full ownership of Saab)

I see the Mini Cooper as being kind of a cult car like Saab. My expectation is that I'll be treated much as I was by the Saab dealers. When I complete my transaction I'm hoping something(s) will be thrown in, but more than that, I expect to be treated with professionalism, and to be warmly welcomed into the Mini Cooper family.

The Saab dealers were smartest of them all. They recognized the fact that their future relied on keeping you, the Saab owner, coming back for your next new car, over and over again. They developed a very strong following.

My hope is that the Mini Cooper folks will follow the example of Saab in their dealings with me. I expect extras to be offered, but I'll appreciate them most if they're offered as a thanks-for-buying-our-car gift. I don't want to have to ask for them or demand them as if they were my right, doing that just feels like it ruins the professional relationship between dealer and customer, a relationship that will hopefully continue throughout time of ownership.

 

Unlike my atrocious Honda story, my best buying experience was with a Lexus RX-330.

My wife and I went to the NY car show thinking we wanted an Acura RDX and came away wanting a Lexus. The RX-350 was just introduced, so we decided to try to save some money by looking for a leftover 330. We found one and went for a test drive.

There was no pressure whatsoever beyond "Do you want to try and buy it today". I figured, sure, lets try it.

The salesman disappeared and came back with a number. I countered his offer and told him not to come back with another offer. He was to come back with a "yes" or a "no".

He came back fifteen minutes later with a dozen roses for my wife (the car was for her) and two bottles of water and some snacks to hold us over while we did the paperwork. We gave them a deposit of $500 and drove the car home. They trusted us to come back the next day and pay for the car.

The routine maintenance stops are just as enjoyable.

So far, my MINI buying experience has been uneventful. I'm pretty confident it will remain so ...the dealer gives me a good feeling. I've spoken to every MA there at this point and like them all.

designerMINI: I hope things improve for you.

dean.

 

When I bought an Audi A4, I was given a free umbrella. Not a big thing, but the salesman said that it wasn't for rain, it was a sun shade, because the sun would shine whenever I drove the A4. So I left there with a smile, and a good feeling.

But my best experience in car buying was with a local Dodge dealer, the oldest family owned Dodge dealership in the world (since 1914?). I don't recall that they gave me any freebies when I ordered a minivan. But they didn't ask for a deposit ("Do you want the car? OK, then, that's good enough for us.") and they didn't ask for a certified check on delivery either ("Is your check good? OK, then.") The current proprietor, son of the founder, is now in his 80's and his son mostly runs the business. They don't have Motoring Assistants or Service Advisors or General Managers--they have Charles and Chuck. Very good at what they do, too.

It will be hard for the MINI dealership to match that, but so far they're doing very well, very responsive to my angst-filled emails. And I'm not going to agonize over floor mats. Though an umbrella would be nice. For the sun, of course.

 

You should mention the dealer! I owned a skate shop and there were times we had products that everyone wanted. I still treated customers decently. One day, another skate shop opened in the next town. Guess who stayed in business??? Maybe you should give that thought to the sales manager.

 

I used Aka Demsa at Mini of the Woodlands. Got great service and they threw in some rubber floor mats too.

 

Let me play devil's advocate for a moment (or MA's advocate in this case):

My whole point of this is if you are going to be mad, be mad at the dealership - not the MA.

Front floor mats alone cost would cost the MA a large % of his commission if he paid for them. Try to get the dealership to throw them in - not the MA himself.

full MSRP? you are lucky to not have to pay a markup on an 07 MINI. Few dealerships are charging MSRP.

The MA cares- but the dealership may not. If you don't buy it from him then someone else will buy it - possibly from a different MA

That sounds like the correct price for MINI's 17" wheels. Look them up in the accessories catalog. Why didn't you just pay the $600 upgrade fee from the factory if you wanted 17s? The dealership has to pay about 75% of the retail cost to get those - MUCH higher than the $600 upgrade cost from the factory. Actually $1800 sounds rather cheap unless they are keeping your 16s. The 17" tires alone are over $300 each.

Keep in mind dealerships have different departments that each have their own goals. Parts is not the same as sales is not the same as service. Parts and service aren't going to lose money for the sales staff benefit.

and you think the MA makes any money off of that? maybe but doubtful.
Most likely any profit the dealership makes off your financing goes into the pockets of someone above your MA's bosses head.
Remember the thing about different departments? sales dept. does not equal finance dept. Your MA would probably be happiest if you wrote out a personal check for the full amount. Much less paperwork for him to do.

Once again - be more upset at the dealer than the MA.
My order sheet states I must pick up my car within 3 days of them telling me it is ready or else it is up for sale! I don't know if yours had such a clause.
I don't think they'd actually do that to me but it is in writing.

Although if your circumstances won't let you then don't. It'll just help thier numbers NEXT month.

arrival date is completely out of the MA/dealers control.

Why be mad at your MA? Has he made any false promises to you? Be upset at the dealership about the mats if you want - but it is very common for dealers of all brands to not throw in mats. Did anyone ever promise them to you? Some may give free mats but that is a bonus.

That's fine. I'm not ranting or getting on your case at all about this.
I've also been upset when I didn't get free floor mats for the last 3 new vehicles I bought over the last 10 years. (nissan, honda, isuzu)

Don't be too hard on your MA. If the dealership won't throw something in for you anything he tosses in comes out of his pocket.

Would you ask your waitress to buy your dessert for you out of her pocket?

Just trying to put it in to a little bit of perspective.


Edit:

Just finished reading the thread and it sounds like you may have other reasons than stated in your first post to not be happy with your MA.
You have every right to be upset at the MA for the other things you revealed in later posts.

 

Beatmarkie, Also a newb and had same question. I believe the correct answer is 'Motoring Advisor' as is 'Sales Person' ajm

 

MA=Motoring Assistant. or Motoring Associate

 

Moe-jiller is correct:

MA = Motoring Advisor = MINI Sales Person

 

I guess we're extremely lucky out here in Portland.

Very good MA at Rasmussen MINI, (NAM ID= jaridp) and an MSRP only policy. It seems to work for them as they have a shiny building and clearly are profitable. They make plenty of money there and despite not having but 1 other dealership for 1000 miles, choose as a policy not to mark up these cars.

I also don't recall spec'ing and paying for mats but they were in the newest MINI we bought (11/06), when my wife and I took delivery.

 

MA = MINI Advisor.

They are very small advisors.

dean.

 

I thought MA stands for Motoring Advisor.

 

It is Motoring Advisor

There like 4 people posted the same answer :P

 

Yeah, I made the mistake of seeing my current MA and dealership through Mellow Yellow glasses. Reality hit me smack in the face when it came to reaching into my pocket. I thought -- do I trust this place?
I really could care less about floor mats, key chains, wheel upgrades. I do believe the attitude of any MA (salesperson) and the sales manager does say something for the dealerships customer relations practices if not their internal policies.
I have dealt with Corporate Identity and evaluting what the potential customer expects from any company/product for over 20 years. Customer preception goes well beyond the flashy office/showroom -- visual perception is an important part of a dealership/store/company but interpersonal relations is what sinks or floats companies. Marketing helps support the ideals of a company it's not a substitute for them. Customer Service that is lacking is not an accident, just like good customer service is not an accident.
I just think this dealership relies on the products ability to sell itself.
MINIs -- will sell themselves but maybe not there.

 

WOW... from reading your post it sounds as though you feel your MA is just not that interested in your business... also, maybe lacking in respect for you? After all, buying a car is a big purchase for most of us... everyone wants to make sure they get the best deal for themselves... and there is ABSOLUTELY NOTHING WRONG WITH THAT!!!

It's a shame that you are having so many problems in your Mini buying experience.

I had the opposite of yours.

My MA, Chris Lloyd of BMW Moritz in Arlington, Texas was GREAT! I gave him a list of all my preferences. He phoned me quite alot without being the least bit pushy, finally after a long, long time he found the car I wanted.

When the day came for me to look at the Mini he had for me, he was a gem... going through the whole car with me etc. He did throw in the daytime running lights (I know it's only a flick of a switch but it would have cost me $250)...

I have also had dealings with the Service Dept. Bryan is AWESOME! I never have to worry about picking up the phone if something is not quite right... no matter how small the problem is, he makes me feel that if it's important to me, then it's important to him....

I take my hats off to BMW Moritz... I WILL be returning in the future to buy vehicles from them and have no reservations in recommending them to anyone... the only problem I have is that I am SO happy with Bertha that it might take a while for that to happen... LOL!

 

Follow your instincts - there are other dealers and other ways to purchase your MINI. We had a wonderful experience with our MA at MINI of Sterling (VA). But I would have had no problem at all walking away and going to one of 3 other dealers within our commuting area.

Another consideration is how the service department rates for the dealership you're contending with - the service advisor is the person(s) you'll be working with once you take delivery. Good luck.

 

i think your experience is terrible, no excuse for it at all, particularly as you paid MSRP. i've bought two cars from my dealer, and had a good experience both times. i'm certain i paid enough, but still, it is the experience that you never should have suffered through. besides, ANY dealership from ANY manufacturer, routinely throws in inconsequential items such as floor mats just as a "good will" gesture. the "cost" is virtually nothing, particularly when you balance that against a (rather routinely) vehicle reaching near or past $30K! BMW has intentioned that the MINI buying experience be different and enjoyable, and that is not what you got...

 

It does ...but its not as funny.

dean.

 

I ordered a mini and ended pulling the order and getting my deposit back since the sales girl was such a ding bat. I ordered another car at another dealer.

I walk in there and she tried to charge me the $3000 mark-up. Her manager was willing to negotiate the price, extra's and the APR, but she didn't want him to and made it obvious. I placed an order, and she wouldn't return calls and forgot details of agreements we had made/previous conversations. It was really frustrating working with her!

One night, I walked in there and told them I was ordering my car elsewhere, because I wasn't happy with the customer service.

I got an apology phone call from her a few days later, but there was NO WAY that girl was going to make a dime off of me! I had a bad feeling about her and think she has to earn my sale.

I have to wait 2 weeks longer for my car, but the situation was really getting under my skin!

I say, do what feels right to you. Show them they can't treat people like that.

 

Sounds like a smart thing to do--if she was tolerated at that dealership, what of their customer service??!

$3000 markup??! Did the new dealer charge that, too?

 

Ok as i understand it the MSRP already has a 2000 dollar mark up for the dealership. there is no way i am paying more than MSRP.

MSRP = Manufacturers Recomended Price

I have freinds who have worked for new car dealers and they dont pay that for the car the dealers i mean.

if you payed more than MSRP they robbed you