I am trying to decide exactly how to handle my horrible Mini experience. I must admit, of all the car purchases I have done over the years this is definitely the worst.

My Mini arrived at VDC on 5/29, and my MA informed me that the car would be ready to be picked up by 6/7. On Friday 6/6 I tried to contact my MA and schedule a time for delivery. She would not return my calls, emails or even text messages. Finally I left a message for the sales manager. To my surprise the MA calls me to apologize stating she has just been slammed and did not have time to even send me an email - something that would have taken 30 seconds at best. Turns out the car is still at the VDC but the MA is not sure why. The MA assures me the car will be here by 6/14.

On 6/12 the MA calls to inform me my car was damaged in transport and is having a new bumper put on. Now the car should be ready to be delivered on 6/21.

So, here we are the 21st is quickly approaching and I am getting excited about taking delivery of this car I ordered back in March. The MA calls to tell me the car will be here on Thursday 6/19. Once the car arrives, I am informed they will take it in first thing Friday 6/20 to have the clear bra and side scuttles installed. In my excitement I stopped by to take a peek at my car this morning. Turns out the roof stripes were not installed. I email my MA to find out why, and am told that they were installed at the port - really? the MA has not even looked at the car yet. I then get a call letting me know the stripes will be installed and we are still set for tomorrow.

Now the real fun begins. I miss a call around 5:30 this evening only to notice it was the MA. The message informs me that there has been a problem and I need to call as soon as I can. Evidently the DVD for the NAV is wrong and they have ordered a new one which will be here on Monday. But, for some reason this prevented them from installing the clear bra, side scuttles and roof stripes. To top it all off the MA is blaming the service department - how long can it take to put in a DVD and figure it does not work 8 hours? The MA tells me I will be a priority on Monday, but cannot give me a time everything will be completed.

Am I wrong to expect a little bit of service? If I treated my clients this way I would have already been shown the door. I cannot believe I am paying a commission to someone who has done nothing other than enter the order in the computer.

 

I was going to say something, but I'm at a loss. Sounds like you have a clueless MA.

 

Sorry to hear all the issues.

Sounds like it is the Service Department's fault though. They get the car before she even does and I'm sure she was relying on them to do all the jobs without stopping to wait for the DVD. Sounds like the car got hung up in VDC (a very unfortunate event) and since it was stuck there for longer than expected it missed its scheduled time in the service department. It sounds as if they're trying to fit your car's installs in where they can and not doing so well about finding the time to work on it among all the other service appointments and new cars.

 

Seriously, convicts could sell these cars. They sell themselves. The first Mini I bought from a super-blase career car-salesman. The second time was from a clueless bimbo who almost lost the sale because none of my accessories were installed (I drove 200+ miles to pick up the car). All had to be ordered. I left two days late for a road trip I had been planning for months.

Next time I'll ask if all the details are in place before I go to pick it up. No sale if they can't get it right given advance notice (ie no changes to an order pending 3 mos). I feel for OP.

 

I think the main thing is you need to make sure you pick the car up (for good) in daylight and thoroughly inspect it for damage (look under the hood, look at the seams where the bumper meets the car, etc.). Make sure the bumper paint perfectly matches the rest of the car from all angles (given that it is metallic).

The good news is once (if) you pick the car up you'll be driving a MINI, and your MA won't have anything else to do with it.

 

I know I'm straying into Clubman area, but I just had to add my $.02.... I'm on my 2nd MCS, and I was foolish enough to buy from the same dealer. The MAs (as you call them here) was a male ditz, and was VERY unreliable. I often wondered if he'd ever really driven a MINI. ANyway...Your MA is pretty typical, from what I've heard. And it's probably a mix of irresponsibility between MA and service dept.

Do NOT accept the car if you are not COMPLETELY satisfied with it -- like minipuma said, check it out from bonnet to boot in the daylight. Fiddle with EVERYTHING to make sure it works....no matter how long it takes you - they've put you through enough hassle and time, they can wait on YOU.

I would also talk to the manager. I ended up getting two sets of the $200+ NAV DVDs, floor mats, and a couple other extras because of the stupid issues my MA put us through (husband bought a BMW same time from same guy). Maybe you could get some of your extra options paid for because of it...but I would also suggest you do as much "correspondence" on email or recorded voice mail as possible - that way your butt's covered, and you have a really strong leg to stand on with that manager, pushing for recompense.

I really hope this doesn't ruin your MINI (Clubman) experience!!! Happy motoring when you DO get it, though.

 

This sequence of events is totally unacceptable. Unless you intend to ask the MA for a date I would contact the General Manager of the dealership, Sales Manager and Mini USA.
A year ago my Mini arrived minus a wood steering wheel and shift ****. The MA advised me that wood was not legal in US???? WTF , it is plastic. I contacted Mini USA who got involved . Mini USA advised the dealership, who did not have a clue, that there was a retrofit kit available. The Parts Manager could not find it any where in his system. However, the Service Dept. had a "notice" about how to install.
So, not only do many MAs not have a clue, the MAs, SAs, Parts and Service do not share ionfo very well.
After what you have gone through, I would refuse the car, place another order just in case you forgot something on the car in question and have them give you some of what you forgot for nothing as compensation for your time and trouble.
GET MINI USA involved and you will see some action.

 

Wow, what a bunch of dumb a$$es. I would be going nuclear if this was happening to me.

But, if you can get your car away from these jerks in good condition, I think it's still gonna be worth it. I'm on my third day with my Clubman S and I don't think I have ever been so excited with a new car! Hopefully, this will all wash over you once you have your car parked in your driveway.

And, you can get even to a degree.....
1. Find a new dealer for service.
2. No fives on the survey this round!

Good Luck,
Rich