Update to the my MINI = lemon? story from last week.
I got Holly back on Friday. The problems will stalling, etc. were due to a problem with the Throttle. They found a loose connection with the Throttle. She's all fixed and running fine (so far!)
One shocking complaint: I brought her in on a Thursday morning. The dealership gave me a ride to work. That evening, they called to say they haven't even started working on her yet and wouldn't have her ready until Friday.
Me: "So will you give me a loaner car in the meantime?"
Them: "No, we don't do that"
Me: "So will you reimburse me for a rental?"
Them: "No, we don't do that"
Me: So I'm stranded at work with no car until tomorrow??!!
Them: "Well, you can come pick up your car and bring it back again in the morning."
Me: NO!!! That's insane! I can't miss another half day of work to brong ot in tomorrow morning when I had an appointment to have it worked on today!
Them: "Sorry but there's nothing else we can do"
Me: You have really bad customer service!
Them: Sorry.
Me: "&%$@ Let me talk to a manager!"

on hold.....10 minutes later....

Them: "Ma'am...we are going to give you a loaner. We'll be down to pick you up."

...and that's how I drove home in a brand new BMW 325i

I'm just shocked at how bad the service is for folks stuck without a car. Anyone else experience this??

 

Your dealer sucks. Not at all uncommon apparently for MINI dealers, despite our wishes to the contrary. But at least you got them to perform for you. Good for you!

 

I'm not usually a nasty person who would yell and scream to get my way...but this seemed like a case to pull out the big guns!! What's that they say about the squeaky wheel? lol!

 

I'm feeling for ya! My dealer's service dept sucks too (Ferman of Tampa Bay). Very unhelpful. The BMW service centers are by far the worst problem with the MINI brand.
A few years back I bought an Escort GT and the Ford dealer gave me a loaner every time! Good thing too since it was a lemon.

 

To make matters worse, what kpiglet didn't mention is that she is the recently elected Secretary-Treasurer of our new MINI club, sponsored in part by that dealer. If she doesn't get respect, who will? On the bright side, that is a real value of being in a club and prudently flexing it's muscles. Almost like a (dare I say? U-N-I-O-N.) I hope that isn't censored by the moderator!) But we can apply great pressure as a group.

I have bought a lot of cars in my life, and I find that if you have a complaint you should be prepared to take it directly to the top of the dealership. If they don't give you satisfaction, then contact MINI. I did on one service issue already and boy did I get their attention. I also got free merchandise as an appeasement, I know that BMW/MINI is VERY serious about their follow-up purchase and maintenance surveys. So are the dealerships, because their relationship with the manufacturer is directly impacted, right down to their alottment of cars.

Our dealer wants our club's help selling cars. We have to let them know that door swings both ways. I really feel we need to train the dealers as to our expectations and what level of service we INSIST on.

I have been told that our dealers service department is going to invite owners (including the club) for a novice show and tell, They will put the car on the lift and show us its belly. I think this will be one of a number of excellent opportunities to meet with the service manager and explain our position. I also intend on sitting the service writers down for the same purpose. In turn I hope we can learn their limitations as well.

KPiglet, I'm glad you got satisfaction. If you need any help from the club don't be afraid to let us know!

 

Very well said, MindTheGap!

I believe that the service department (specifically) may need a little "leaning on" to get with it. The sales department got off to a rocky start last year, but I think they've improved substantially (of course there's always room for improvement

 

Here here! Power in numbers!! I agree totally Mind the Gap. If they are looking for recommendations from us they had better pick up the slack! They called yesterday and left a message with a follow up satisfaction survey. I fully plan on telling them exactely what I think! I have a feeling it is the dealership's service dept. that is the problem. It's not directly related to the MINI. I'm pretty sure they treat all their service customers the same weather they have a MINI, a BMW, an AUDI, etc. etc.
All that really matters is that Holly is back in working order!

 

KPiglet, you have got to get a better picture of Holly without the dumpsters in the background!

 

I hate the dumpsters but I LOVE the Harleys next to her

 

Recommendation to MiniCooperOnline and various motoring club leaders:

Consider changing the behavior of the BMW dealerships by showing them the power of customer marketing. They are getting the message (complaints), but we need more leverage. Instead of giving them the stick, lets offer them a carrot: "If you (the dealerships) support us with good service, we (MINICooperOwnersUSA?) will bring massive amounts of MINIs to your city/area and help to maintain the momentum of the excitement that surrounds the MINI Cooper."

If a couple of individuals would form a group that coordinates and announces rally and club events, then the dealers would quickly see the benefit of keeping the MINI owners happy. In other words, lets take something that MINI owners are already doing (rallys) and use it to our advantage. Think bigger than just your own club... if we use the power of the combined clubs together with individual owners, MINIUSA, dealerships, aftermarket suppliers, etc., we would certainly be a force to be respected. MiniCooperOnline might be the right place to do it too.

_________________
TonyM -- Jan 24th delivery of 2003 Pure Silver/Black MCS, Premium Package, Cold Weather Package, 16" Silver V-Spoke Wheels, DCS, Front Fog Lamps, Xenon headlights, Black Leather, Anthracite Trim, Park Distance Control, NAV System, Harman Kardon Stereo.

 

>>Recommendation to MiniCooperOnline and various motoring club leaders:
>>
>>Consider changing the behavior of the BMW dealerships by showing them the power of customer marketing. They are getting the message (complaints), but we need more leverage. Instead of giving them the stick, lets offer them a carrot: "If you (the dealerships) support us with good service, we (MINICooperOwnersUSA?) will bring massive amounts of MINIs to your city/area and help to maintain the momentum of the excitement that surrounds the MINI Cooper."
>>
>>If a couple of individuals would form a group that coordinates and announces rally and club events, then the dealers would quickly see the benefit of keeping the MINI owners happy. In other words, lets take something that MINI owners are already doing (rallys) and use it to our advantage. Think bigger than just your own club... if we use the power of the combined clubs together with individual owners, MINIUSA, dealerships, aftermarket suppliers, etc., we would certainly be a force to be respected. MiniCooperOnline might be the right place to do it too.
>>
>>_________________
>>TonyM -- Jan 24th delivery of 2003 Pure Silver/Black MCS, Premium Package, Cold Weather Package, 16" Silver V-Spoke Wheels, DCS, Front Fog Lamps, Xenon headlights, Black Leather, Anthracite Trim, Park Distance Control, NAV System, Harman Kardon Stereo.

I just read your post and I do believe you are right about the power of minicooperonline. When I ordered my MINI, my salesman and manager didn't have any idea about the website. I kept mentioning it to him and I really think he noticed how much collaboration us MINI owners really have. Now they know about us, and I wouldn't be surprised if they were reading our posts, too. I bet they also notice who's posting to the dealer rating area too.

 

>>...and that's how I drove home in a brand new BMW 325i
>>

I have only one comment - "You go girl!!!"

 

So what if a 325 is a step down from a MINI! It will do as a loaner!