R56 Help! Brand new, engine problems!
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1st Gear
Joined: May 2007
Posts: 30
Likes: 0
From: Southern Indiana
First, MINIDivision, no one from MINIUSA has contacted me in any way. I received a form letter telling me they'd be doing their usual post-sale survey, but that hasn't even happened. Rest assured, someone will get an earful when they finally do.
Now, an update: Dealer (after several phone calls BY ME) said all they know is that there was both oil & radiator fluid in the distributor caps (or something like that). They said they don't know how it happened & further inspection requires special diagnostic equipment that MINIUSA's traveling technician has ordered in. (Is there really such thing as a traveling technician? If so, is that normal for other car makers as well? 'Cause just how many engine problems does this brand have that requires a special traveling technician?!)
After a couple of broken promises, the dealer finally overnighted my cashier's check and refunded my deposit. They've also promised to cover the fee my bank refused to waive for processing loan paperwork.
The new MINI has been ordered, but isn't in production yet. I just don't have the same enthusiasm I did the first time around. Once burned, twice shy?
Anyway, no other promises from the dealer to throw anything my way. Never mind that I wasted a vacation day and drove 300 miles to pick the MINI up. We'll see what happens when I pick up the new version. It's going to get better, right?!
Now, an update: Dealer (after several phone calls BY ME) said all they know is that there was both oil & radiator fluid in the distributor caps (or something like that). They said they don't know how it happened & further inspection requires special diagnostic equipment that MINIUSA's traveling technician has ordered in. (Is there really such thing as a traveling technician? If so, is that normal for other car makers as well? 'Cause just how many engine problems does this brand have that requires a special traveling technician?!)
After a couple of broken promises, the dealer finally overnighted my cashier's check and refunded my deposit. They've also promised to cover the fee my bank refused to waive for processing loan paperwork.
The new MINI has been ordered, but isn't in production yet. I just don't have the same enthusiasm I did the first time around. Once burned, twice shy?
Anyway, no other promises from the dealer to throw anything my way. Never mind that I wasted a vacation day and drove 300 miles to pick the MINI up. We'll see what happens when I pick up the new version. It's going to get better, right?!
2nd Gear
Joined: Apr 2007
Posts: 53
Likes: 0
From: C'ville, IN
They owe and you need to let them know it. They will most likely act like it never happened if you do not challenge them. I would send a nice letter directly to Dennis Reinbold (the owner) detailing your experience with his staff, along with your travels and the inconveince they have caused you. with the favor of a reply. Make sure you note that they have only offered to pay for you loan fee.
Their check-in of new cars is supect at best since I got to look at mine shortly after it was taken off the truck with a ding in it's door. I pointed it out to the MA and he questioned if it was documented. I looked at my inspection sheet later and no mention of it anywhere, everything was checked ok. Which leads me to believe they are not inspecting these cars as closely as they should. Good Luck an keep us posted.
Their check-in of new cars is supect at best since I got to look at mine shortly after it was taken off the truck with a ding in it's door. I pointed it out to the MA and he questioned if it was documented. I looked at my inspection sheet later and no mention of it anywhere, everything was checked ok. Which leads me to believe they are not inspecting these cars as closely as they should. Good Luck an keep us posted.
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1st Gear
Joined: May 2007
Posts: 30
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From: Southern Indiana
The latest...the dealer (Dreyer & Reinbold in Indianapolis) still hasn't refunded my credit card for the extended service plan purchased 3 1/2 weeks ago when I picked up the defective MINI.
Still no contact from MINIUSA through the whole saga. I am really concerned about the quality of service I can expect from D & R or MINIUSA should I have any problems with the replacement MINI.
Can't help but wonder if the whole purchase was mistake. Hoping this was an isolated experience.
Still no contact from MINIUSA through the whole saga. I am really concerned about the quality of service I can expect from D & R or MINIUSA should I have any problems with the replacement MINI.
Can't help but wonder if the whole purchase was mistake. Hoping this was an isolated experience.
6th Gear
Joined: Dec 2004
Posts: 3,802
Likes: 0
From: SF Bay Area
The latest...the dealer (Dreyer & Reinbold in Indianapolis) still hasn't refunded my credit card for the extended service plan purchased 3 1/2 weeks ago when I picked up the defective MINI.
Still no contact from MINIUSA through the whole saga. I am really concerned about the quality of service I can expect from D & R or MINIUSA should I have any problems with the replacement MINI.
Can't help but wonder if the whole purchase was mistake. Hoping this was an isolated experience.
Still no contact from MINIUSA through the whole saga. I am really concerned about the quality of service I can expect from D & R or MINIUSA should I have any problems with the replacement MINI.
Can't help but wonder if the whole purchase was mistake. Hoping this was an isolated experience.
I am sorry to hear that your situation has not been addressed well, it is a shame that Mini HQ, just like the parent company BMW I'm afraid to say, is more lip service then actual help to customers who experience issues.
6th Gear
Joined: Dec 2006
Posts: 1,113
Likes: 0
IMHO you should contact your credit card and put a stop on the charge before it is too late (I *think* it has to be done inside 30 days). I wouldn't wait for them to do the right thing anymore since a reasonable amount of time has passed.
I am sorry to hear that your situation has not been addressed well, it is a shame that Mini HQ, just like the parent company BMW I'm afraid to say, is more lip service then actual help to customers who experience issues.
I am sorry to hear that your situation has not been addressed well, it is a shame that Mini HQ, just like the parent company BMW I'm afraid to say, is more lip service then actual help to customers who experience issues.
. I'm not sure about the credit card thing. Perhaps they just assume you'll buy the extended service plan on your reorder? That would be an honest mistake? Seems like other than possibly forgetting to overnight your check back (he didn't cash it and is covering bank fees) he has been pretty good.
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1st Gear
Joined: May 2007
Posts: 30
Likes: 0
From: Southern Indiana
glangford: "...been pretty good." It wasn't just that D&R didn't return my check when promised (which I had to chase down, mind you):
#1: I was stuck on a busy interstate for 2 hours with fast traffic whizzing by only feet from me, waiting for roadside assistance to pick up the defective MINI. No one from D&R so much as called to make sure I made it home safely afterwards (a 3 hour drive after the fiasco ended).
#2: The following day I called D&R no less than 3 times before I finally got the Sales Manager to phone me back. My salesman was always "with another customer." I should have been his first call that morning if only with an apology and assurance he was working to figure out resolution. Clearly he had moved on to his next sale.
#3: Absolutely no offer to compensate me for my wasted time & money, aggravation or disappointment came from D&R until 1 1/2 weeks later when I found out that (a) D&R hadn't yet sent my check back and (b) my bank would not waive the $100 processing fee for my loan. The only offer thus far is to cover that $100 fee...ridiculous in my opinion and that of everyone I talk to.
#3: I was told someone from the Service Department would phone with explanation of what went wrong with the MINI. I had to follow up on that too and even then never got a real answer. The last word I heard is that they "really didn't know." What kind of an answer is that?! How much faith should I be putting in the vehicle itself, let alone their Service Department?!
#4: The reordered MINI was not expedited.
#5: I very clearly stated that I expected my credit card to be refunded for the service plan. They simply screwed up again. If I get it, they should offer it free of charge as compensation for all of the above! On Tuesday of this week they promised their guy from the business office would phone me on Thursday to explain what happened...guess what!...no phone call came! Am I surprised? Not anymore.
#6: While I admit that the Sales Manager did a pretty good job at hanging his head low and apologizing, my salesman never apologized once. Not once. This after he raked me over the coals about having to throw in free floor mats!
There are some basic customer service issues that D&R just failed miserably at IMHO. And continues to fail at, for that matter! I don't think my expectations were unreasonable. My family/friends think I'm ridiculously patient and good natured about it all, but even I have my limitiations.
#1: I was stuck on a busy interstate for 2 hours with fast traffic whizzing by only feet from me, waiting for roadside assistance to pick up the defective MINI. No one from D&R so much as called to make sure I made it home safely afterwards (a 3 hour drive after the fiasco ended).
#2: The following day I called D&R no less than 3 times before I finally got the Sales Manager to phone me back. My salesman was always "with another customer." I should have been his first call that morning if only with an apology and assurance he was working to figure out resolution. Clearly he had moved on to his next sale.
#3: Absolutely no offer to compensate me for my wasted time & money, aggravation or disappointment came from D&R until 1 1/2 weeks later when I found out that (a) D&R hadn't yet sent my check back and (b) my bank would not waive the $100 processing fee for my loan. The only offer thus far is to cover that $100 fee...ridiculous in my opinion and that of everyone I talk to.
#3: I was told someone from the Service Department would phone with explanation of what went wrong with the MINI. I had to follow up on that too and even then never got a real answer. The last word I heard is that they "really didn't know." What kind of an answer is that?! How much faith should I be putting in the vehicle itself, let alone their Service Department?!
#4: The reordered MINI was not expedited.
#5: I very clearly stated that I expected my credit card to be refunded for the service plan. They simply screwed up again. If I get it, they should offer it free of charge as compensation for all of the above! On Tuesday of this week they promised their guy from the business office would phone me on Thursday to explain what happened...guess what!...no phone call came! Am I surprised? Not anymore.
#6: While I admit that the Sales Manager did a pretty good job at hanging his head low and apologizing, my salesman never apologized once. Not once. This after he raked me over the coals about having to throw in free floor mats!
There are some basic customer service issues that D&R just failed miserably at IMHO. And continues to fail at, for that matter! I don't think my expectations were unreasonable. My family/friends think I'm ridiculously patient and good natured about it all, but even I have my limitiations.
OVERDRIVE
Joined: Jan 2007
Posts: 5,010
Likes: 11
From: Ridgefield, CT
Can you find another dealer? Have you considered finding a dealer with a car on their lot that is configured the way you want?
I had an issue with my car a month ago ...a leaking power steering pump. The leak was small and the car was drivable, yet my dealer insisted on having the car brought in on a flatbed and they made it top priority to get it taken care of swiftly. It left me with a great impression. But, your story makes it clear that not all MINI dealers are cut from the same cloth ...and that is a shame.
Best of luck with sorting it all out. I think you are being extremely reasonable and they owe you big time.
6th Gear
Joined: Dec 2006
Posts: 1,113
Likes: 0
glangford: "...been pretty good." It wasn't just that D&R didn't return my check when promised (which I had to chase down, mind you):
#1: I was stuck on a busy interstate for 2 hours with fast traffic whizzing by only feet from me, waiting for roadside assistance to pick up the defective MINI. No one from D&R so much as called to make sure I made it home safely afterwards (a 3 hour drive after the fiasco ended).
#2: The following day I called D&R no less than 3 times before I finally got the Sales Manager to phone me back. My salesman was always "with another customer." I should have been his first call that morning if only with an apology and assurance he was working to figure out resolution. Clearly he had moved on to his next sale.
#3: Absolutely no offer to compensate me for my wasted time & money, aggravation or disappointment came from D&R until 1 1/2 weeks later when I found out that (a) D&R hadn't yet sent my check back and (b) my bank would not waive the $100 processing fee for my loan. The only offer thus far is to cover that $100 fee...ridiculous in my opinion and that of everyone I talk to.
#3: I was told someone from the Service Department would phone with explanation of what went wrong with the MINI. I had to follow up on that too and even then never got a real answer. The last word I heard is that they "really didn't know." What kind of an answer is that?! How much faith should I be putting in the vehicle itself, let alone their Service Department?!
#4: The reordered MINI was not expedited.
#5: I very clearly stated that I expected my credit card to be refunded for the service plan. They simply screwed up again. If I get it, they should offer it free of charge as compensation for all of the above! On Tuesday of this week they promised their guy from the business office would phone me on Thursday to explain what happened...guess what!...no phone call came! Am I surprised? Not anymore.
#6: While I admit that the Sales Manager did a pretty good job at hanging his head low and apologizing, my salesman never apologized once. Not once. This after he raked me over the coals about having to throw in free floor mats!
There are some basic customer service issues that D&R just failed miserably at IMHO. And continues to fail at, for that matter! I don't think my expectations were unreasonable. My family/friends think I'm ridiculously patient and good natured about it all, but even I have my limitiations.
#1: I was stuck on a busy interstate for 2 hours with fast traffic whizzing by only feet from me, waiting for roadside assistance to pick up the defective MINI. No one from D&R so much as called to make sure I made it home safely afterwards (a 3 hour drive after the fiasco ended).
#2: The following day I called D&R no less than 3 times before I finally got the Sales Manager to phone me back. My salesman was always "with another customer." I should have been his first call that morning if only with an apology and assurance he was working to figure out resolution. Clearly he had moved on to his next sale.
#3: Absolutely no offer to compensate me for my wasted time & money, aggravation or disappointment came from D&R until 1 1/2 weeks later when I found out that (a) D&R hadn't yet sent my check back and (b) my bank would not waive the $100 processing fee for my loan. The only offer thus far is to cover that $100 fee...ridiculous in my opinion and that of everyone I talk to.
#3: I was told someone from the Service Department would phone with explanation of what went wrong with the MINI. I had to follow up on that too and even then never got a real answer. The last word I heard is that they "really didn't know." What kind of an answer is that?! How much faith should I be putting in the vehicle itself, let alone their Service Department?!
#4: The reordered MINI was not expedited.
#5: I very clearly stated that I expected my credit card to be refunded for the service plan. They simply screwed up again. If I get it, they should offer it free of charge as compensation for all of the above! On Tuesday of this week they promised their guy from the business office would phone me on Thursday to explain what happened...guess what!...no phone call came! Am I surprised? Not anymore.
#6: While I admit that the Sales Manager did a pretty good job at hanging his head low and apologizing, my salesman never apologized once. Not once. This after he raked me over the coals about having to throw in free floor mats!
There are some basic customer service issues that D&R just failed miserably at IMHO. And continues to fail at, for that matter! I don't think my expectations were unreasonable. My family/friends think I'm ridiculously patient and good natured about it all, but even I have my limitiations.
Thread Starter
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1st Gear
Joined: May 2007
Posts: 30
Likes: 0
From: Southern Indiana
All's well that ends well? I finally got to pick up...and drive home...a brand-spankin' new 2007 MINI yesterday (7/31). (Photos later.) And I LOVE IT! It's so freakin' cute!
I'll close letting you all know that this thread was brought to the attention of my dealer and we talked about it. I'm glad this tool is here to chat with other MINI owners and gain perspective, share concerns, find solutions, and just b***h when things do go wrong. Certainly we should take our issues to our dealers first (I did, obviously) but we shouldn't hesitate to talk about those issues with other MINI owners. It will, hopefully, keep MINIUSA and its dealer network on their toes!
So I'm sure the new MINI (her name is Patience, by the way) and I will enjoy many years of happy motoring together! I'll chat with you all again on some other, more positive, thread!
Later!
I'll close letting you all know that this thread was brought to the attention of my dealer and we talked about it. I'm glad this tool is here to chat with other MINI owners and gain perspective, share concerns, find solutions, and just b***h when things do go wrong. Certainly we should take our issues to our dealers first (I did, obviously) but we shouldn't hesitate to talk about those issues with other MINI owners. It will, hopefully, keep MINIUSA and its dealer network on their toes!
So I'm sure the new MINI (her name is Patience, by the way) and I will enjoy many years of happy motoring together! I'll chat with you all again on some other, more positive, thread!
Later!
4th Gear
Joined: Jul 2007
Posts: 342
Likes: 0
From: Sacramento, CA
All's well that ends well? I finally got to pick up...and drive home...a brand-spankin' new 2007 MINI yesterday (7/31). (Photos later.) And I LOVE IT! It's so freakin' cute!
So I'm sure the new MINI (her name is Patience, by the way) and I will enjoy many years of happy motoring together! I'll chat with you all again on some other, more positive, thread!
Later!
So I'm sure the new MINI (her name is Patience, by the way) and I will enjoy many years of happy motoring together! I'll chat with you all again on some other, more positive, thread!
Later!
I love the name of your new Mini. It's perfect.
6th Gear
Joined: Jul 2006
Posts: 1,248
Likes: 1
From: USA - Illinois
OH.MY.GOD 
I am so sorry that this happened to you. In your shoes, I'd be handing the keys right back to my dealer and demanding a brand new car. You signed on the dotted line, committed your hard-earned cash, and have every right to expect a perfect MINI at delivery and a problem-free motoring experience for many many miles (not 25)...
This is totally unacceptable, and you shouldn't have to worry about "possible damage" and "future problems as a result of this" for the rest of your time of ownership.
I am so sorry that this happened to you. In your shoes, I'd be handing the keys right back to my dealer and demanding a brand new car. You signed on the dotted line, committed your hard-earned cash, and have every right to expect a perfect MINI at delivery and a problem-free motoring experience for many many miles (not 25)...
This is totally unacceptable, and you shouldn't have to worry about "possible damage" and "future problems as a result of this" for the rest of your time of ownership.
Surfblue says:
Tell the dealer and MINIUSA it's THEIR CAR now, and demand a new one. Any grief, go lawyer up quick. Tell the dealer the car is unacceptable as it now stands, and if they want to fight about it, they will end up not only eventually giving you a new car, but paying your $$$ lawyer bills too. Seriously. I feel your pain. That's terrible.
Tell the dealer and MINIUSA it's THEIR CAR now, and demand a new one. Any grief, go lawyer up quick. Tell the dealer the car is unacceptable as it now stands, and if they want to fight about it, they will end up not only eventually giving you a new car, but paying your $$$ lawyer bills too. Seriously. I feel your pain. That's terrible.
Rebuilt engine?
NEVER! New MINI?
Now you're talking! 
Hope that the issue is resolved to your satisfaction... Accept nothing less than a new MINI!
Good Luck!
2nd Gear
Joined: Jun 2007
Posts: 82
Likes: 0
From: Charlotte Area N. Carolina
If you can find it, please post the VIN, so nobody here from Indy ends up with the "Turkey"
The wait will be agony, My 07 MC S get's delivered on Friday... It's been a long 7 weeks. Wayyyyy toooooo much time to shop for mods & parts. Pay-Pal has been getting work-out.
The wait will be agony, My 07 MC S get's delivered on Friday... It's been a long 7 weeks. Wayyyyy toooooo much time to shop for mods & parts. Pay-Pal has been getting work-out.
6th Gear
Joined: Jul 2006
Posts: 1,248
Likes: 1
From: USA - Illinois
This incident got me so fired up that I responded (1st post) before reading the whole thread!
I'm so glad indigo that things were resolved and you are now motoring in your new MINI.
Enjoy!
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1st Gear
Joined: May 2007
Posts: 30
Likes: 0
From: Southern Indiana
I am still curious if they ever told you what the problem was.
No, they didn't. Last word was the claim that they still didn't know. I don't know...I have a hard time believing that, but hey, I'm not a mechanic either. Thanks, Everyone, for your concern, support and many posts!
No, they didn't. Last word was the claim that they still didn't know. I don't know...I have a hard time believing that, but hey, I'm not a mechanic either. Thanks, Everyone, for your concern, support and many posts!
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1st Gear
Joined: May 2007
Posts: 30
Likes: 0
From: Southern Indiana
P.S. VIN # from the mean, ugly, rotten, poser MINI was WMWMF33587TL68635, but who's going to think to search for that here? Oh well, if it saves anyone from a lemon, I'm all for it!