For those of you looking for a great Southern California MINI dealership, I'd like to pass along my hearty approbation for Irvine BMW’s service department.

In an era where the phrase "customer service" seems more a corporate notion than an actual business practice, it’s been my great pleasure to have witnessed words in action as it relates to an otherwise foreboding situation.

Last February, I purchased a 2005 MINI Cooper S Convertible as a surprise anniversary present for my wife. I ordered, took delivery, and presented this U.S. specification MINI to my wife while I was based in Germany with the Air Force Reserves (I was activated flying missions back and forth to Iraq at the time). After a week of vacation, driving around Europe, I shipped her MINI home and registered it into the BMW North America warrantee and servicing system.

I have since returned to my civilian airline job, while my wife has settled into scooting around town in her new little toy, but have always been a bit concerned about being “dealership orphaned” since we hadn’t purchased her MINI in California. Three weeks ago, this issue finally boiled to the surface.

My wife had just dropped me off at the airport in her MINI when she soon found herself stuck at an intersection with a MINI that would not move. She immediately called BMW North America and a tow vehicle was promptly dispatched. Her MINI was towed to the nearest dealership – Irvine BMW. We were surprised to hear that the problem was diagnosed as a clutch failure. With only 17,000 miles - of freeway driving - on the odometer, we were even more surprised with BMW North America’s assessment that this failure would not be covered by the warrantee. My wife was informed that BMW North America had been sent photos and details of the failure and believed that we abused the clutch so repairs would NOT be covered. Since my wife and I are the only two drivers, and we know our driving habits to be very, very normal, to say we were shocked would be an understatement! Needless to say, I immediately picked up the phone and called Irvine BMW’s service manager. Facing a $3,000 repair bill – this is where the rubber would meet the road.

To the service manager’s great credit, he listened intently and vowed to look into the matter further and get back to me ASAP. True to his word, he investigated the matter, but neither could he come-up with a good reason for the clutch failure. He stated that he had documented the failure for tracking, but that BMW North America would still not cover the cost repairs. It was at this point that my stomach began to tighten - I was now about to realize my worse fear! He continued, however, stating that they had repaired my wife’s car anyway - at no expense to us! I was simultaneously elated and floored! Not only was my wife’s car fixed – to warrantee standards, but here was a dealership that stood true and tall by putting our relationship above the dollar sign.

Actions always speak louder than words, and in this situation, Irvine BMW’s deeds are worthy of praise. I heartily endorse Irvine BMW as a dealership that “put its money where its mouth is.”

Dwane R. Boucher

 

DB, that a great story. Too many times we are quick to complain about the hacks in SoCal dealerships. It should be noted when they do a great job too! Thumbs up, Irvine Service Dept!

 

Good for you.Im sure they may have worked out an accommodation with Mini regarding the failure.Not too many dealers can afford to eat 11-12 hrs labour & parts.Its a great show of customer goodwill.