This will sound very stupid to a few folks I'm sure, but what's the 'hierarchy' at the dealerships in terms of service?

I am taking my Mini in for some flywheel glazing at only 12K miles. I've gotten push back from one dealer already, and so for the next dealer I'd like to know who to ask if I get the run-around again. Who do I ask for after dealing with the guys 'at the service desk'? Then who above that? If I get all-out rejected from the dealer, is there a regional MINI rep I can contact?

Thanks a lot. Not only am I new to Mini, but this is also the first car I've ever purchased, so I have no clue how these things work.

Thanks so much for the help!

Biscuit

 

Your car is under warranty and they will not look at it??? or will they not cover your problem? More info needed

 

I didn't want to bore anyone with the details, so that's why I just asked for the hierarchy. Who I talk to first, second, third and how I go up the chain of command.

The problem is with the clutch. I have an '06 Cooper S MT, and I'm hearing what sounds like glazing on the flywheel. The car only has 13K miles on it though, so it seems like a defective part to me. Anyway, the first place I took it said it's not covered by warranty or the maintenance program because it depends on how it's driven, etc. They said they would have to charge me $1,700 just to open it up. And if they found that it was 'the way it was driven' then I'd have to pay that plus another $1 or $2K for it to be fixed. If they opened it up and found that it was a defective part, etc. then it would all be covered.

Well given that the car only has 13K miles on it I really don't care 'how it was driven', it shouldnt be glazing that quickly. Not an essentially new car. (which, by the way, has only been a weekend toy for the previous owner and is a highway commuter for me). Anyway, assuming that I get the same story from the 'desk guys' at the next place, I want to know who I should speak to next, and then next, if I get the same run-around...

Thanks!

 

The first time I talked to the Service Advisor at Roadshow, (Not Todd the current one, he is very helpful), it was a worthless conversation. I asked for the Maintainence Manager and my problems were immediately taken care of.

If that doesn't work ask to talk to the MINI dealership Manager, then MINI USA, then a lawyer.

 

Did you know the noise maybe the dual mass flywheel. Alot of posting on this if you do a search. Look over the past postings and you maybe able have this looked at without using the clutch word, This may go over better at the dealer if you know what I mean and have it cover by warranty.

 

The dealership hirearchy is as follows (in ascending order):
- Service advisor
- Service manager
- Dealership manager
- Dealership owner/operator
- Mini North America

...And if that fails, threatening to give anyone and everyone you know a detailed account of your awful experience and smearing their name everywhere you can.

That ought to strike fear in their hearts.

But seriously, if the service advisor is being pigheaded just demand to see the service manager. The manager will 9 times of 10 be able to settle it.

 

Am I reading this right,$3700 for a clutch job? Where on earth does it cost that much? I believe East Bay Mini charges $1600 for the same job.
Do a search under ooort noise, dualmass flywheel. It's a common problem

 

Umm, if the clutch really is the problem, then (believe it or not) it is covered under MINI's free 3yr/36k full maintenance. If it is something else in the transmission, then it's covered under the 4yr/50k warranty. I don't understand why a service advisor would turn away your work.

It is still under maintenance and warranty coverage, right?

You took it to a MINI dealer, right?

 

I've also heard it referred to as "flywheel chatter", so you could search for that, too....

 

The way to approach something like this with the dealer, is to explain the problem to them as if YOU have no clue what the problem might be. Make sure the tech can duplicate this and/or be prepared to test drive it with the tech to show them what it is you are experiencing. As a tech, I know that sometimes I do not hear things the same way the customer does. I have also test driven cars that make noises that the owner has not had concern over, but would drive me crazy (on only a 5 minute drive).
In other words, do not approach the service advisor and tell him that you think the flywheel is glazed, instead tell him/her what kind of noise/vibration/etc. you are experiencing and when (this is important, hot/cold/one time in the morning/etc.) and let the tech scratch his head and go through TSB's and figure it out.
In the end, if you are not satisfied with a dealer, take it to another (if possible). I hope this helps, and try to be patient with them, they are more apt to help you and fix it right if you can be flexible.
Cheers,
Dan

P.S. worst case scenario, let the clutch fry and then they will HAVE to fix it under warranty

 

Thanks

 

Awesome, much thanks to all of you for the input. I'm hoping to get it into the dealer this week (yes, it's a Mini dealer) and I'll let you all know how it goes. Fingers are freaking crossed!

 

Hoorah for techs answering! Thank you Dan!