1. Please come in with a smile, were here to service you. One day a year is all you have to see us if your MINI gives you no problems so if we can have it for the whole day it would be great. We understand you have things to do so there are three shuttle vans a to take you anywhere. (some exceptions)
2. Please remove valuables, we don't mind moving your things, and if we have we are not responsible for you belongings. Better safe than sorry.
3. Come in ready with all of your concerns so we do get delayed in service. It is hard to get back on a car if you call later in the day with a concern that you forgot about. Be prepared.
4. Antenna's will be removed and put in your door pocket so if you don't see it when the car comes up after a day in service don't worry, it's there.
5. Warranty rules so don't do anything to void it. All aftermarket produts must be removed so we don't run into any problems. If you want to put them back in after service that's fine.
so if all is done, we want to EARN your fives. Thanks again
Dinan (MINI's Rule)

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NEED AN APPT: daniel or tony @bmwhawaii.com yes we do mini's

 

hmmmm, interesting post. here's what I have to say:

What to do for a non BMW-of-Hawaii-Service Bashing day on NAM!!!!

1. Provide quality service

See, you gave us 5 ways on how we can make your day, I gave you one. Simple, you say? Aparently NOT! I'm sure the MINI owners who have experienced problems with you folks would gladly do the 5 things you've asked if you folks would just provide quality service (which doesn't include bad mouthing and the like).

Bravo for actually coming out and letting us know who you are, though. I applaud you for that!

On a side note, I haven't actually had a 'bad' experience from you guys besides the fact that you can never fix my problems and that my rims look dirtier when I leave than when I bring them in.

On an even more side note, asking for all-fives (as I've discussed in another thread) is pretty sad. But, I guess I can see why you do it.

 

as i told al, you will not get all 5's until you can provide quality service and do what is written on the work order without messing anything up. and, refraining from bad mouthing customers to salespeople and others that work at the dealership helps too. remember, hawaii is a small place.

also, coming on a mini cooper board and PRETENDING that you own a mini that has rec'd great service at the dealership is pretty pathetic. how do you expect us to give you any credibility?

re #3 - during my last service, no one fixed the problem that was proven and written on the work order (pcv hose) until i asked about it....and this was AFTER the service advisor called me to let me know my car was "ready."

re #4 - i hope the techs always remember to remove the antennas and w/o dropping it on the car. i've had that happen, right in front of me. but i guess that's not as bad as having the antenna ripped out of it's holder as happened a few weeks ago.


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race rubber rules. DINAN aint nothing but a badge if you can't back it up.

 

Sorry, not from Hawaii (although I'd love to be :smile: ) but someone pointed to this thread from another NAM thread...

This post from dinan is a joke, right? I've seen the discontent with MINI of Hawaii's service, but this post is amazing (if it's not a joke) I feel for you folks...

 

Seems like a sad state of affairs there at MoH. MINIUSA needs to step up and do some coaching. It's pretty obvious from the feedback MoH needs help, and so far they haven't turned the situation around on their own.

_________________
:: David Bunting :: North American Motoring :: Send me a PM ::

 

_________________

 

Daniel - Thanks for posting and owning up to being Dinan. People are pissed about those strange posts you made earlier that were done in avery taunting manner. Those posts only added fuel to the fire. It may be difficult to do so, but if you are willing to swallow your pride and apologize to the Hawaii members, I'm sure they would take you seriously. Those helpful hints were very good, but some members are still wary of the sincerity of your posts.

Remember, posting here is a double edged sword as you are an individual, but also a Service Advisor. As a Service Advisor, you represent the dealership. I have learned the hard was as I am an individual owner, but was also BMWCCH President. There are always those that cannot discern between our two duties.

_________________

 

SORRY

 

This is truly surreal. I feel for you Hawaii MINI owners . I thought my dealer sucked, but I can't imagine them spewing out garbage like this, especially in such an obviously hypocritical and unintelligent fashion. I think I'd prefer a smart crook dealer to a dumb crook dealer. And you guys are on an island! No chance for competition from anywhere. Sad.

 

>>SORRY
>>
>>

Dinan, appreciate you coming forward.

But that's one scary Avatar.

 

DiD, you are absolutely right (!) and the dealership and MINI USA have not done anything to turn things around. in fact, when i called MINI USA, they filed the formal complaint but also said that there's not much they can do b/c each dealership is a franchise...and being on an island with no competition doesn't make anything better. living in hawaii has many many perks but monopolies aren't one of them

also, appreciate your post to MINI USA: https://www.northamericanmotoring.co...mp;topic=24056
hopefully, the canned replies will stop and they will truly take advantage of the ball being in their court. it's unfortunate that things have been this way. in fact, the service and professionalism has been so bad that we sold one of our 2 mcs's!

and i'm not sure if this post by the service advisor is/was a joke. i will not take the service dept seriously until they can prove to me that they're a group of professionals who take pride in their work and customers. it's pathetic that even their manager (al) is unprofessional. during my last visit, when my car had unaccounted miles, he said something to me like, "you're too busy on that website" referring to nam. and the patronizing comments don't end there.

MINI OF HAWAII (service) SUCKS!

 

" in fact, when i called MINI USA, they filed the formal complaint but also said that there's not much they can do b/c each dealership is a franchise..."

Yes, that's the extremely convenient excuse that BMW likes to use. But it's just BS.

It's true, the manufacturer (or, in this case, the distributor) can't directly force the dealer to do anything because the dealer is an independent entity. However, the manufacturer can effectively enforce pricing policies and customer satisfaction standards if it wants to by adjusting the dealer's allocation. The dealer will get the message within a month or two.

But people are still lining up to buy MINIs. In some places, they're still willing to pay thousands over MSRP. And with the maintenance being prepaid ("free&quot, most customers still show up for service, no matter how lousy the experience.

So why should BMW or the dealers worry about customer satisfaction?

 

I was thinking about this thread and the original post last night.

The first post does have some decent advice/information in it, and if it had come from a dealership that had a reputation for satisfying its service customers, then it could be seen as pro-active.

The problem is that is not the situation we're dealing with, and that first post doesn't even hint at the fact that MoH understands they put themselves behind the 8 ball.

Read the first post as though you were a customer who has had a poor service experience before, it almost comes off like MoH is blaming the customer.

Given the history, in order to convey the same message and have it recieved as intended, MoH needs to be prepared to go a step or two further than another dealership might need to.

As I read the feedback, before customers are willing to award "all fives," they are looking for evidence during their service visits that MoH has a new approach to customer service.

_________________
:: David Bunting :: North American Motoring :: Send me a PM ::

 

Just as an FYI, I've noticed that DINAN has been going back after the fact and editing his posts (or deleting their contents) - perhaps in an effort to tone them down and make them appear less antaganistic. He may even be doing this to make everyone else's posts look reactionary. If he's editing his posts for any other reason than to correct grammar or spelling its is IMHO, its just plain unethical.

So is DINAN a troll, an incredibly unethical vendor, or simply stupid? Either way, the moderator should consider blocking his ability to edit his posts and consider rolling back his posts to the original versions so that the discussion is shown in its pre-edited entirety.

Just one man's opinion...
-WebWerker