Am I delusional or does Mini dealership service suck?

I have owned BMW's since 1977 and currently have a Mercedes in addition to my 2005 MCS. Since the Mini purchase in February of this year I thnk I have been the recipient of every violation of customer service including:

1. Calls almost never returned from dealership and Mini USA
2. Rules constantly changing
3. Different stories from the parts, service, custumer support and Mini USA
4. Promises not kept
5. Bait and switch

It almost seems like they don't want you to buy any more of their cars or that they know that you'll buy their cars despite the atrocious service. I'd go into the specifics but I have to leave for work in two hours.

I have never had the same problems with BMW or Mercedes service.

Does anyone have any idea why service is so poor?:impatient

 

Depends on who your dealer is.

Which dealership are you talking about?
I got GREAT service from Rassmusun MINI in Portland and Yaletown MINI in Vancouver BC. Ok at Ralph Schomp in Denver.

 

Nick Alexander in L.A.

I was in Vancouver for the first time several months ago. What a great city

 

It certainly varies from dealer to dealer. I suspect a lot of BMW dealers who have acquired the MINI line to sell and maintain haven't quite made the adjustment. Some provided weak service to begin with, and adding the MINI line just made it worse. Others took a year to adjust but then pretty much got it right. (At least one in the Washington, DC area got off to a bad start and then dramatically cleaned up its act.)

Make you concerns known to the service manager in a non-confrontational way and it may make a difference. Where are you located, anyway?

 

L.A. - I am having the most trouble with the service manger, owner, customer support and Mini USA. The sales and service staff including the shop foreman are wonderful

 

I had issues with my MINI dealership's service department at first too. They only provided loaner cars to BMW owners (thereby treating MINI owners like b*stard stepchildren) and made ME pay for a rental car to boot regardless of the fact I made the appointment waaaay in advance. They also would 'overbook' appointments and even though you'd made the appointment 2 weeks previously, you'd get bumped!!... not the best thing to be at the MINI dealership at 7:30am, and being told to "come back tomorrow - sorry".

I used to get called by MINIUSA at home to answer questions about "my service experience" with the dealer. Man, that's where I would get even. - do you get those calls? If so, USE THEM. MINIUSA is listening.

After about a year, the dealership finally got serious about commiting the resources needed to staff and operate a good service department. I think it was the sales number's for the MINI that did it...I mean, they weren't selling that many bimmer's but the MINI's were flying out the door. Doesn't take a rocket scientist to see where your daily bread is coming form. In fact, my particular dealer started out selling new MINIs and used BMWs at the dealer's location. After the 2nd year, the used BMWs went away and now the whole operation is just MINIs. Ton's more space - and the commitment is there.

Just recently I had a problem with my stock radio headunit. It just stopped working one day, and refused to come back on. I checked the fuses and found nothing. To make a long story short, after two trips to the dealer they found and fixed the problem - now I have a new stereo HU and they replaced my iPod adapter (which turned out to be the cause) - all at no charge to me, even though the car was 7,000 miles OUT of warranty. Now that's customer service!

hang in there - and be vocal (but respectful, not pushy )...Hopefully, things will improve for you.

- - m

 

I've NEVER understood what it is with bad service after the sale. Do they think that you don't ever talk to anyone else? Do they think that you will never need to get your car serviced again? Do they thing you will NEVER want another car?

Some of these people are so short sighted as to be dumber than a box of rocks.

 

Thanks for all the good advice. I'll keep trying to work with the dealership.

 

NEVER had service problems

Go to another dealer. Take away his business.

 

Going to another dealer is tough with MINI. Few and far between in some places.

 

I've had poor service at other "boutique brand" car dealers as well. Unfortunately, MINI has cultivated a "boutique brand" image; as such there will be dealers that act like you should thank THEM for selling/servicing the car.

I'd also recommend going to another dealer - that kind of lousy service is unacceptable. I'm sure the new dealer you go to will be more than happy to get the business.

 

I've had stellar service experiences at Habberstad Mini in Huntington, NY...bought the '05 MCSa there and always get a free loaner...they've also given my car back nicely washed...I have to say I've never had such a pleasant service experience with any other cars I've owned in the past...just my 2 cents worth

 

I would recommend using the abundance of SoCal MINI dealers to your advantage and simple pick up and go somewhere else if Nick Alexander is treating you poorly. I just had my 05' Cooper serviced at Long Beach MINI where they took care of a misaligned passenger door (striker plate) and the driver's side moulding that was missing a clip of some sort. Not only did they complete the work in 1.5 hours but they gave me an X3 to drive to work. I don't think any MINI owner would be treated differently if they had purchased their MINI at another dealer. Who cares if you have to drive 40 miles south, its worth the great service. Good luck! :smile:

 

Thats why. nick sucks.

 

Call Crevier in Santa Ana and give them a try. I have always had good service results from them. I bought there also, but I belive they give good service to all. Just my opinion.

Earl

 

Be sure and hammer the service department when
they send out surveys or call you. The dealer gets
paid CSI money based on survey results. If their
customer service numbers aren't high enough they
don't get any bonus $$.

 

When will BMW and Mini understand that surveys have nothing to do with improving Customer Service? This is especially true when the dealer tells you in advance to give them all "fives". When I get the call, I usually tell them I won't participate in the survey.

 

They do if it affects their bottom line. NOTHING means anything to a dealer but $$$$.