How long does it take to get an approval from mini for a brake fix?

I took my car in for squeaking front brakes, SA tells me the brakes have been glazed and that should fix the problem. I read the service report and it shows "complaint unable to be duplicated" or something along those lines. I drive the car after picking up from being in service for about 4-5 days and it still continues to squeak loudly. I was provided a loaner which made my experience pretty pleasant. After not being able to deal with the noise I call service and ask them if i can have one of the mechanics drive along with me so i can show them the problem. Get to the dealer, pick up a mechanic, drive less than a quarter mile and "BAM" the mechanic notices the loud squealing... Leave the car for service, i ask for a loaner and get denied, go a week without the car until i finally cant live without it, pick it up and have to wait for them to call me once the brake fix has been approved by mini. Another week goes by and nothing, I call to see whats taking so long and my service advisor is not available and wont return my calls... My service advisor has been great so far but i really would like this fixed.

Is there anyone else i should speak to about this or should i wait longer and continue to deal with this annoying squeak?

 

I think I'd have been escalating this beyond the SA about 2 weeks ago.

 

Yeah but to who?

 

Ask the SA, "Who is your supervisor?"

 

Or is it better to contact miniusa directly?

 

I would work at the local level first and give them a chance before jumping to miniusa.

 

How long do you think i should wait before taking action?

 

I'd give them a deadline of a few days. Unless the initial facts you've provided have changed, I'd probably look at the following:

Today --> Call SA to find out status. If SA doesn't know, advise SA you want an answer by noon on Wednesday.

Wednesday --> If no resolution, ask to speak to General Manager for the dealership. Should be able to speak with them same day or Thursday at latest. Explain situation. Give him or her until close of business on Friday to resolve.

Friday COB --> If no resolution, notify GM you will be contacting miniusa for assistance with the manner.

Then call miniusa at earliest convenience.

 

I'd pick up the car and take it to another dealer. I also had a poor experience at SB MINI the last time I took my car in. Thankfully, MINI of Ontario opened. Eric is very good to work with.

 

I agree with asking for the SA's boss, the service manager, He's the one in charge of the shop - ask HIM what the hecks going on with your car and why they can't get it fixed for you - he'll respond, I promise!

You shouldn't have to go over people's heads on such a simple thing, stop waiting for them to call you and get on the phone and find out what's up. You don't have to be nasty, just be factual and ask questions.....

 

Thanks guys i really appreciate the advice... i didnt think a brake fix should be such a big deal, brakes squeal horribly.

 

So, did you call them?

What did they say?

 

 

Service Assistant hasnt returned my calls, im walking into the dealer after work... this is horrible service.

 

They certainly still can't have your car????

 

Sorry for not responding sooner, I went back and talk to a different service consultant since Vatche(the first service consultant) was on vacation and wasnt returning my calls. This was a really bad experience but for the most part it has been taken care of. I setup an appointment and had a master technician look at the problem and at the moment it seems to have been fixed.

 

They have new people over there so hopefully the service gets better, My recent visit was a lot better than the previous one so thats a good start.