A few weeks ago I noticed my airbag on the steering wheel was peeling. The grille in the hood also needs to be replaced and one scuttle is missing. Not a big deal so I stopped at the dealership and made an appt.

It was going to take 2 weeks before I could get an appt. I've never figured that out because it doesnt matter if you go in for an oil change or windshield, it seems it's always a 2 week wait.

Whatever, it is what it is.....

So I drop the car off Monday at 8:30, the parts were in and since I'm in the bodyshop business, I know I can change out an airbag in less than 1/2 hour.

Assuming they would have it done at latest by early afternoon, I call. Of course, as usual, I can't get anyone and I have to leave a message.

By 5pm, I've left 3 messages and can't get a return phone call. Finally at almost 6pm, I manage to get in touch with my SA and am told they were busy and didn't have a chance to start on my car.

They promise they'll get on it first thing so I don't call until 11am. I'm told that they were busy but have started working on my car.

I don't call back until 5pm and get the excuse that they've been busy, people stopping in with flats, etc, etc...

Are you freakin' kidding me? I ask. It's a half hour job for all three things and you working on it at 11am...wtf?

I tell her I understand they're busy but I think it's ridiculous you've had my car for two full days for a 30 minute job.... call me when it's done.

And of course... it's 7pm, I'm at home and never heard back... so typical. But I assure you, when I go in tomorrow, all I will hear is 5's and yes', 5's and yes's.... meaning they want good scores on their CSI ratings.

Am I just being impatient? I think it's ridiculous.

Mark

 

No loaner? Do you have another dealer who does not put flats in front of customer work that is scheduled.

I would be looking.

If you ran your business like this would it be open?

 

Ya know, I can understand a customer comes in and needs an emergency flat repaired or replaced. But come on, they had two days to do a 30 minute job...a flat replacement takes that long.

The nearest dealer is Flowe Mini in Winston Salem...about an hour'ish away. I think from now on, it's worth the drive.

Mark

 

I dropped mine off Friday Morning and didn't get it back till Monday afternoon. I think that it depends on the stealership. The one in Hawaii was good about having the car back to you as fast as possible and if they couldn't resolve it they would reschedule you and bring it back in. Assuming that it wasn't something that grounded the car.

 

Head down to Flow Mark our local dealer seems to always be biting off more than they can chew.

 

Ya but were in Florida is that. I am in Jacksonville I gots to plan trips like that.

 

Wow Mark, I'm stunned. Are you dealing with Michelle?

Same group who goofed your other Mini up, right?

When I took mine in for annual, I waited for it, knowing it would take an hour, but not interested in them putting it off. With a waiting customer I think they move it in. But it was a ***** having to sit around useless at 8am instead of heading to the office, or having fun somewhere else!

Bummer. I'd speak with Brian and find out what the deal is. Almost sounds like they've got your number, bro.

 

Yeah, I'm dealing with Michelle. I love her to death, she's really a great person but the service dept. is either inundated or just slack. I don't really want to go to Brian because it will make it miserable to deal with them later. (the very same reason I always submit 5's and yes's....)

My relationship with them is a little different in the sense that I have to still buy parts from them for my bodyshop.

Not pleased at all. They do this to me EVERY time.... remember last time??? Took 4 days to replace my windshield. Scratched my molding, fender and mirror base. Then after I painted the fender, they dented the door.

When I bought my '09 and they had to replace the fuel pump, that took 4 days. I guess if I want same day service, I need to get a flat.

Mark

 

They probably are inundated.. but still...

I'd be asking for a mini loaner..

 

I had hoped it would be different this time for you but looks like they got you again.

 

The dealers I have dealt with are literally 90% of the reason I want to sell my car.

 

You know so far out of the dealerships I have dealt with I haven't had a problem with them yet. Now if I start having problems I will not have a problem telling them cause you bought a car because you like it and you thought that you were going to get treated well. So hey just let them know that you shouldn't be getting treated like this that you deserve better service and if you have to talk to the manager.

 

I told you....lol.

Last night I was promised they would call me as soon as it was done. As of 10am this morning, I hadn't heard anything....

So I called them. Yup, it's ready.... really, thanks for the call...

Oh well, at least it's done. Now, I just have to make sure they didn't damage it like the last two times.

Mark

 

If they have any sense at all they will remember you for the trouble they caused on your last Mini and have been very careful with your new one.

 

Oh, trust me, I made sure they put seat covers on my seat covers...lol. I just got back from picking up my car and there ain't no damage.... WOOHOO.

Mark

PS. Don, call me, I need to ask you about coloor on your trim.

 

No Damage
Did they fix the problems??

Calling....

 

What are using for a phone.... rotary??

 

I don't think you're being impatient at all. If they couldn't get to the job on the day you brought it in, they should have called and told you to bring it in the next day. It's really poor business practice. Whenever I call Concord Mini for service, they say that the Service Specialist is busy and will call me back. She never calls back, so I have to keep calling until she gets 10 messages and then she calls the next day and says she was out sick the previous day. Well, if that was the case, why did the keep telling me she was busy every time I called?!?!

It's really unprofessional that they stop treating you well at dealers the second you buy the car...

 

Well, that's part of the problem. When I took it in, I specifically told them if they were unable to start it, call me and let me know and I'll bring it back the next day.

But nooooooo....lol.

Anyway, at least I got it back and no problems.


Oh, except they never fixed the grille. They spent two and a half days to replace a scuttle and a steering wheel airbag.

I give up.


Mark