R50/53 Irvine BMW/Mini-The End Story
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3rd Gear
Joined: May 2002
Posts: 166
Likes: 0
From: San Diego, CA
Finally I am able to write this final chapter in the Irvine BMW saga.
Some of you might be lost if you have not read the previous posts in 'cool ca. dealers'.
On friday the 24th. The manager of the mini dept phoned me up(Roger Fletcher). He had been away on vacation and had just become aware of the ordeal I was experiencing. I informed him I would be on the lot May 30th for my changer install. We agreed to meet then. The customer care person I had been working with was also waiting for me to arrive. It is just short of three weeks since my purchase. Yet, the staff persevered and was able to turn my 'made up mind' completely around.
All I wanted to do was to pick up my stuff, drop off new cheques and get the begeezes out of there. Short of rolling out a red ( union jack) carpet, they met me at the door and proceeded to re-establish a fantasic MINI buying experience. In less than 90 minutes they had my cd changer, lo-jack and floor mats installed, car completely detailed and added two custom mini license plate frames on her. (RF) spent most of my wait time with me, discussing the recent problems I experienced. He is a lovely English man who obviously loves Minis to death, having owned an original himself. During our chat, the Pres. of Irvine BMW stopped by for a visit. He assured me that all of my input was very valuable to the customer care proccess and that he was pleased that I had taken the time to bring these issues to his attention. After meeting with (RF) I have come to the realization that most of the mishaps would not have occured if he had been present at the time of purchase.
I must admit that all of this was quite a surprise for me. I expected to have things leveled out when I left the dealership. But I ended up leaving with the feeling of being treated like I had just purchased a Z8- or in non car geek terms- feeling like the Queen!!. My faith had been restored. My ego was fairly inflated and my Mini's trunk was full of Mini accessories and goodies, courtesy of Irvine BMW.
Let me say...It was the PEOPLE at Irvine, that turned things around, NOT the goodies.
I am quite sure the problems I experienced will not be an issue for anyone to follow.
Always be a smart shopper, and look for the Mini experience when you shop for your Coopers. I can say that you 'WILL FIND IT' at Irvine BMW.
Thanks for listening,
MOTOR ON !!
p.s.
If you are in the area, stop by their parts department and look for Mike Johnson behind the counter. A really cool guy. He can get you whatever you desire for your Mini Cooper.!!
Some of you might be lost if you have not read the previous posts in 'cool ca. dealers'.
On friday the 24th. The manager of the mini dept phoned me up(Roger Fletcher). He had been away on vacation and had just become aware of the ordeal I was experiencing. I informed him I would be on the lot May 30th for my changer install. We agreed to meet then. The customer care person I had been working with was also waiting for me to arrive. It is just short of three weeks since my purchase. Yet, the staff persevered and was able to turn my 'made up mind' completely around.
All I wanted to do was to pick up my stuff, drop off new cheques and get the begeezes out of there. Short of rolling out a red ( union jack) carpet, they met me at the door and proceeded to re-establish a fantasic MINI buying experience. In less than 90 minutes they had my cd changer, lo-jack and floor mats installed, car completely detailed and added two custom mini license plate frames on her. (RF) spent most of my wait time with me, discussing the recent problems I experienced. He is a lovely English man who obviously loves Minis to death, having owned an original himself. During our chat, the Pres. of Irvine BMW stopped by for a visit. He assured me that all of my input was very valuable to the customer care proccess and that he was pleased that I had taken the time to bring these issues to his attention. After meeting with (RF) I have come to the realization that most of the mishaps would not have occured if he had been present at the time of purchase.
I must admit that all of this was quite a surprise for me. I expected to have things leveled out when I left the dealership. But I ended up leaving with the feeling of being treated like I had just purchased a Z8- or in non car geek terms- feeling like the Queen!!. My faith had been restored. My ego was fairly inflated and my Mini's trunk was full of Mini accessories and goodies, courtesy of Irvine BMW.
Let me say...It was the PEOPLE at Irvine, that turned things around, NOT the goodies.
I am quite sure the problems I experienced will not be an issue for anyone to follow.
Always be a smart shopper, and look for the Mini experience when you shop for your Coopers. I can say that you 'WILL FIND IT' at Irvine BMW.
Thanks for listening,
MOTOR ON !!
p.s.
If you are in the area, stop by their parts department and look for Mike Johnson behind the counter. A really cool guy. He can get you whatever you desire for your Mini Cooper.!!
4th Gear
Joined: May 2002
Posts: 457
Likes: 0
From: Moorpark, California
Good for you! I'm glad after reading all of the terrible things you went through that they ended up making up for it as best they could, and that's just what they should have done. It's good you feel better about the whole experience now instead of leaving them upset a second time. I think they should can that "salesman" though! Have fun with your Mini! Motor on!
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