2010 Clubby S died
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1st Gear
Joined: Oct 2009
Posts: 29
Likes: 0
From: Arizona
Obviously the vehicle was diagnosed and fixed the first time. Just as obviously it was not the correct final diagnosis and final repair. But, unlike some folks who watch too many Auto Zone ads and believe any dude off the street can just plug in the car to some amazing machine, others of us know fixing vehicles is not that simple.
By some of your posts, you seem to have turned this into a "blood sport" and will only be satisfied when you get the SA fired and somehow then every diagnosis made by the mechanics will be perfect in the future. Won't happen!
No, I would not be happy if my new car broke within the first few hundred miles. On the other hand, I also have bought enough of them to realize it does happen and yelling and second guessing the people trying to fix it won't solve anything. You solicited a rather expensive freebie for your trouble and accepted it. Buck up, be a man, and admit they seem to be trying hard to satisfy you. Quit "biting the hand that feeds you" by continuing to bad mouth them. You are just confirming what a lot of dealers already know. It is better to have a dissatisfied customer than a dissatisfied customer you gave money to.
By some of your posts, you seem to have turned this into a "blood sport" and will only be satisfied when you get the SA fired and somehow then every diagnosis made by the mechanics will be perfect in the future. Won't happen!
No, I would not be happy if my new car broke within the first few hundred miles. On the other hand, I also have bought enough of them to realize it does happen and yelling and second guessing the people trying to fix it won't solve anything. You solicited a rather expensive freebie for your trouble and accepted it. Buck up, be a man, and admit they seem to be trying hard to satisfy you. Quit "biting the hand that feeds you" by continuing to bad mouth them. You are just confirming what a lot of dealers already know. It is better to have a dissatisfied customer than a dissatisfied customer you gave money to.
You folks can believe what you want, I never stomped my feet or solicited any freebies it was offered to try to right a wrong. Like I said earlier did it help.. a little but I'm still pissed off.
If you people run your business with rude employees and expect happy customers you're going to fail. I am sure that Mini wants to have ALL their customers walk out of their service dept's happy and they DO want to hear from their customers good or bad and if they are responsible they WILL make the correct decisions as far as employment goes.
I obviously work in the Fire Service and we have a saying here. "We see people on a daily basis who are having possibly the worst day of their lives so make sure we take care of them"
I have seen many folks on this board recommend a certain SA to others, why because of GREAT service conversly I've also seen people say "stay away from so and so cause he sucks"
Obviously the vehicle was diagnosed and fixed the first time.
The diaognisis the first time was "ECU hiccup"
Fire
I've read all three pages and completely understand your frustration. Having gone through the same thing (fuel pump on new JCW) I understand.
Having said that.... when you got your car towed in to the dealership. They obviously see that the car doesn't run. They check things and reset the computer and the car runs.
At that point in their defense, there isn't much more they can do. The car IS running. If it fires up and they drive it, the only logical explanation is that it was a hiccup.
There is no way they could guess that a fuel pump is or was on it's way out. There is no way for them to test or check the fuel and to be perfectly honest, why would they? If the car runs, not much more to do with it.
Unfortunately, you can't fix a running car... if it runs, there really isn't any way for them to figure out what's is really wrong or going to happen.
Like I said, I understand your frustration. As a consumer, you bought an expensive car and it broke down not once, but twice within a week. In all honesty, the first time may have actually been a hiccup. It's safe to assume it's not but light bulbs do burn out and perhaps the second time was the fuel pump.
Glad you got your car back finally hopefully fixed. Personally, I think it was a nice gesture to give you the sirius. The car broke down.... regardless whether it was misdiagnosed or not, the CAR broke down and it would have regardless. It wasn't the dealership's fault, they were only trying to fix it.
I'd be glad they made a gesture by giving you the sirius.
Mark
Having said that.... when you got your car towed in to the dealership. They obviously see that the car doesn't run. They check things and reset the computer and the car runs.
At that point in their defense, there isn't much more they can do. The car IS running. If it fires up and they drive it, the only logical explanation is that it was a hiccup.
There is no way they could guess that a fuel pump is or was on it's way out. There is no way for them to test or check the fuel and to be perfectly honest, why would they? If the car runs, not much more to do with it.
Unfortunately, you can't fix a running car... if it runs, there really isn't any way for them to figure out what's is really wrong or going to happen.
Like I said, I understand your frustration. As a consumer, you bought an expensive car and it broke down not once, but twice within a week. In all honesty, the first time may have actually been a hiccup. It's safe to assume it's not but light bulbs do burn out and perhaps the second time was the fuel pump.
Glad you got your car back finally hopefully fixed. Personally, I think it was a nice gesture to give you the sirius. The car broke down.... regardless whether it was misdiagnosed or not, the CAR broke down and it would have regardless. It wasn't the dealership's fault, they were only trying to fix it.
I'd be glad they made a gesture by giving you the sirius.
Mark
3rd Gear
Joined: Jan 2009
Posts: 203
Likes: 2
From: Charleston, SC
I've read all three pages and completely understand your frustration. Having gone through the same thing (fuel pump on new JCW) I understand.
Having said that.... when you got your car towed in to the dealership. They obviously see that the car doesn't run. They check things and reset the computer and the car runs.
At that point in their defense, there isn't much more they can do. The car IS running. If it fires up and they drive it, the only logical explanation is that it was a hiccup.
There is no way they could guess that a fuel pump is or was on it's way out. There is no way for them to test or check the fuel and to be perfectly honest, why would they? If the car runs, not much more to do with it.
Unfortunately, you can't fix a running car... if it runs, there really isn't any way for them to figure out what's is really wrong or going to happen.
Like I said, I understand your frustration. As a consumer, you bought an expensive car and it broke down not once, but twice within a week. In all honesty, the first time may have actually been a hiccup. It's safe to assume it's not but light bulbs do burn out and perhaps the second time was the fuel pump.
Glad you got your car back finally hopefully fixed. Personally, I think it was a nice gesture to give you the sirius. The car broke down.... regardless whether it was misdiagnosed or not, the CAR broke down and it would have regardless. It wasn't the dealership's fault, they were only trying to fix it.
I'd be glad they made a gesture by giving you the sirius.
Mark
Having said that.... when you got your car towed in to the dealership. They obviously see that the car doesn't run. They check things and reset the computer and the car runs.
At that point in their defense, there isn't much more they can do. The car IS running. If it fires up and they drive it, the only logical explanation is that it was a hiccup.
There is no way they could guess that a fuel pump is or was on it's way out. There is no way for them to test or check the fuel and to be perfectly honest, why would they? If the car runs, not much more to do with it.
Unfortunately, you can't fix a running car... if it runs, there really isn't any way for them to figure out what's is really wrong or going to happen.
Like I said, I understand your frustration. As a consumer, you bought an expensive car and it broke down not once, but twice within a week. In all honesty, the first time may have actually been a hiccup. It's safe to assume it's not but light bulbs do burn out and perhaps the second time was the fuel pump.
Glad you got your car back finally hopefully fixed. Personally, I think it was a nice gesture to give you the sirius. The car broke down.... regardless whether it was misdiagnosed or not, the CAR broke down and it would have regardless. It wasn't the dealership's fault, they were only trying to fix it.
I'd be glad they made a gesture by giving you the sirius.
Mark
One there is many ways to test fuel. most of them take only minutes.
Two come backs are unacceptable in the automotive industry. A shop cannot afford to have customers come back after a "repair."
Three Yes amazingly enough there are these magic machines that when hooked up to a vehicle and the data is read by a "trained" technician can bring up amazing results! Let me reiterate. trained! ECU hiccup is not a trained response. I would laugh at the S.A. call BS and tell him to give me some data. If he cannot provide the goods I would be asking for the Manager and have the S.A. explain to him, in front of me, what he is trying to tell me. That is not an acceptable diagnosis. There is no such thing as a hiccup in a computer system. There are faults which have causes that may be intermittent however there is no such thing as a hiccup.
Fourth Service is key in the automotive industry. the issue here is clearly not that the car failed but that the dealership failed. I have experienced exactly the same treatment as Fire Capt by the local MINI dealer and had to to the same thing to get a respectable response.
to back all this up. I am a trained technician who has a degree in automotive technology and finishing a second degree in automotive service and marketing. I also manage a parts store and as a manager I find the S.A.s described behavior appalling. It is dishonesty in this business that give it such a bad reputation and this is a prime example. I am not denying that he gave up a premium service to try and make things better but had he simply taken care of the customer the first time rather than giving him the runaround he would not have needed to make such a sacrifice. If I were the owner of that dealer the S.A. would be joining the ranks in the unemployment line very soon if that behavior kept happening.
Hopefully I am not offending anyone here but it is what it is. There is no excuse for bad service period.
Last edited by ksminiman; Nov 15, 2009 at 06:32 PM.
Actually, I have a few problems with your statements.
If you're a trained tech and a car came in with a non starting issue. By the time it gets to the dealership and the tech starts off by resetting the computer and it starts, exactly what "data" would be given?
I means seriously, what data logging would show poor gas quality? If anything, it would show a misfire which as you know, most techs would run to spark or fuel pump.
Once the car is running, most dealerships won't pursue it much further... No dealership tech will take a car in that doesn't start and then does start will automatically run and check the fuel quality.
And besides, once running, any code left in the ECM isn't going to point directly to the quality of fuel.
Now, having said that.... if a trained tech does pursue it and decides to check the quality of fuel, I'd be surprised.
I've been in the automotive industry for 26 years... I'm not saying it's not possible but highly unlikely.
You also mention that service is the key in this industry, I agree but unfortunately more dealership service depts suck than don't.
I can't my tell you many times my dealership has screwed up my car, taken to long or failed to repair the original problem.
Last but not least, I think you're naive if you think that most dealerships aren't idiots. You say you run a parts store, assuming it's a pep boys, advance auto parts or the like (point is, you have a "service" dept) then you of all people know the quality of techs.
Mark
If you're a trained tech and a car came in with a non starting issue. By the time it gets to the dealership and the tech starts off by resetting the computer and it starts, exactly what "data" would be given?
I means seriously, what data logging would show poor gas quality? If anything, it would show a misfire which as you know, most techs would run to spark or fuel pump.
Once the car is running, most dealerships won't pursue it much further... No dealership tech will take a car in that doesn't start and then does start will automatically run and check the fuel quality.
And besides, once running, any code left in the ECM isn't going to point directly to the quality of fuel.
Now, having said that.... if a trained tech does pursue it and decides to check the quality of fuel, I'd be surprised.
I've been in the automotive industry for 26 years... I'm not saying it's not possible but highly unlikely.
You also mention that service is the key in this industry, I agree but unfortunately more dealership service depts suck than don't.
I can't my tell you many times my dealership has screwed up my car, taken to long or failed to repair the original problem.
Last but not least, I think you're naive if you think that most dealerships aren't idiots. You say you run a parts store, assuming it's a pep boys, advance auto parts or the like (point is, you have a "service" dept) then you of all people know the quality of techs.
Mark
I have a few problems with the statements made against Fire Capt.
One there is many ways to test fuel. most of them take only minutes.
Two come backs are unacceptable in the automotive industry. A shop cannot afford to have customers come back after a "repair."
Three Yes amazingly enough there are these magic machines that when hooked up to a vehicle and the data is read by a "trained" technician can bring up amazing results! Let me reiterate. trained! ECU hiccup is not a trained response. I would laugh at the S.A. call BS and tell him to give me some data. If he cannot provide the goods I would be asking for the Manager and have the S.A. explain to him, in front of me, what he is trying to tell me. That is not an acceptable diagnosis. There is no such thing as a hiccup in a computer system. There are faults which have causes that may be intermittent however there is no such thing as a hiccup.
Fourth Service is key in the automotive industry. the issue here is clearly not that the car failed but that the dealership failed. I have experienced exactly the same treatment as Fire Capt by the local MINI dealer and had to to the same thing to get a respectable response.
to back all this up. I am a trained technician who has a degree in automotive technology and finishing a second degree in automotive service and marketing. I also manage a parts store and as a manager I find the S.A.s described behavior appalling. It is dishonesty in this business that give it such a bad reputation and this is a prime example. I am not denying that he gave up a premium service to try and make things better but had he simply taken care of the customer the first time rather than giving him the runaround he would not have needed to make such a sacrifice. If I were the owner of that dealer the S.A. would be joining the ranks in the unemployment line very soon if that behavior kept happening.
Hopefully I am not offending anyone here but it is what it is. There is no excuse for bad service period.
One there is many ways to test fuel. most of them take only minutes.
Two come backs are unacceptable in the automotive industry. A shop cannot afford to have customers come back after a "repair."
Three Yes amazingly enough there are these magic machines that when hooked up to a vehicle and the data is read by a "trained" technician can bring up amazing results! Let me reiterate. trained! ECU hiccup is not a trained response. I would laugh at the S.A. call BS and tell him to give me some data. If he cannot provide the goods I would be asking for the Manager and have the S.A. explain to him, in front of me, what he is trying to tell me. That is not an acceptable diagnosis. There is no such thing as a hiccup in a computer system. There are faults which have causes that may be intermittent however there is no such thing as a hiccup.
Fourth Service is key in the automotive industry. the issue here is clearly not that the car failed but that the dealership failed. I have experienced exactly the same treatment as Fire Capt by the local MINI dealer and had to to the same thing to get a respectable response.
to back all this up. I am a trained technician who has a degree in automotive technology and finishing a second degree in automotive service and marketing. I also manage a parts store and as a manager I find the S.A.s described behavior appalling. It is dishonesty in this business that give it such a bad reputation and this is a prime example. I am not denying that he gave up a premium service to try and make things better but had he simply taken care of the customer the first time rather than giving him the runaround he would not have needed to make such a sacrifice. If I were the owner of that dealer the S.A. would be joining the ranks in the unemployment line very soon if that behavior kept happening.
Hopefully I am not offending anyone here but it is what it is. There is no excuse for bad service period.
3rd Gear
Joined: Jan 2009
Posts: 203
Likes: 2
From: Charleston, SC
orangecrush I agree with you that technicians in today's workforce are less than par. What I am trying to say is that trained technician that is told about a vehicle that has died and now will not start should always check freeze frame data and check fuel trims. a vehicle with a fuel pump "should" show adverse fuel trims. also the technician should be checking TSBs that are readily available to them. No matter what the issue it should always be fully pursued to ensure that the vehicle does not come back. if a shop really does not know the issue the owner should be informed of that and given an explanation of the actions taken. If the S.A. had simply been honest and said that they do not have a real explanation for the issue but states that if it occurs again it will be further looked into then at least they are being honest. an ECU hiccup is not an honest answer to a difficult diag. you should know this.
sometimes there is not an easy explanation for an issue and you have to give the customer some assurance that the issue will be fixed if it arises again. sometime the right circumstances come together and create an unintended fault that may never be replicated again in the vehicles lifetime however you cannot tell a customer that their vehicles computer had a hiccup.
Then when the vehicle does come back dead you cannot tell the customer that it is their fault for having "bad gas" without even taking a fuel sample from the tank for testing. if a fuel sample has to be sent off to a lab to be thoroughly tested then a good dealership should not have an issue with that.
When I worked for Chrysler we had to do that all the time with the flex fuel vehicles because the programing for the control module couldnt handle a certain percentage of E85 mixed with normal unleaded. it just didnt understand that the two had been mixed. I had to explain to many customers about that issue and tell them that they will be contacted as soon as a programming update was issued. that issue has since been fixed and they moved on.
also yes I manage an advance auto parts store and explain to customers all the time when they do not want to spend money that sometimes the best diagnostic tool is time. That is explained and understood. I dont give them a bogus computer hiccup excuse and do not accept my employees giving that either. Sometimes you have to have time to verify that a problem is a reoccurring one and not a freak instance of events that lead to a once in a vehicle lifetime fault. like I have said that is explained not excused. I will also give them some simple tests that can be done with a DMM. To me that is customer service. I will do anything in my power to make that customer feel welcome and confident that I am there to help them not just take their money and run.
as a technician yourself I am sure you agree with me on many of these issues and hopefully see what I am getting at about the behavior of this S.A. that Fire Capt has been dealing with. His actions clearly were not in the best interest of the customer or the business for that matter. In my opinion that is a fail from both ends.
I like this conversation. hopefully I am not being to brutal with my statements. if I am I do not mean to be.
I feel that the industry is crap and in my opinion that is why it is in such shambles right now. If better decisions were made even at the dealer level there would not be so much waste of funds.
I can also say that I plan to pursue being a call center tech for one of the major auto manufacturers to deal with these type of issues that baffle technicians. I would much rather help a tech fix the issue the first time than just tell them dont worry about it the customer will come back.
I am sorry if i am too long winded. I cannot stress enough to my employees the importance of great customer service. just saying I dont know and leaving it at that gets people nowhere.
Tom
sometimes there is not an easy explanation for an issue and you have to give the customer some assurance that the issue will be fixed if it arises again. sometime the right circumstances come together and create an unintended fault that may never be replicated again in the vehicles lifetime however you cannot tell a customer that their vehicles computer had a hiccup.
Then when the vehicle does come back dead you cannot tell the customer that it is their fault for having "bad gas" without even taking a fuel sample from the tank for testing. if a fuel sample has to be sent off to a lab to be thoroughly tested then a good dealership should not have an issue with that.
When I worked for Chrysler we had to do that all the time with the flex fuel vehicles because the programing for the control module couldnt handle a certain percentage of E85 mixed with normal unleaded. it just didnt understand that the two had been mixed. I had to explain to many customers about that issue and tell them that they will be contacted as soon as a programming update was issued. that issue has since been fixed and they moved on.
also yes I manage an advance auto parts store and explain to customers all the time when they do not want to spend money that sometimes the best diagnostic tool is time. That is explained and understood. I dont give them a bogus computer hiccup excuse and do not accept my employees giving that either. Sometimes you have to have time to verify that a problem is a reoccurring one and not a freak instance of events that lead to a once in a vehicle lifetime fault. like I have said that is explained not excused. I will also give them some simple tests that can be done with a DMM. To me that is customer service. I will do anything in my power to make that customer feel welcome and confident that I am there to help them not just take their money and run.
as a technician yourself I am sure you agree with me on many of these issues and hopefully see what I am getting at about the behavior of this S.A. that Fire Capt has been dealing with. His actions clearly were not in the best interest of the customer or the business for that matter. In my opinion that is a fail from both ends.
I like this conversation. hopefully I am not being to brutal with my statements. if I am I do not mean to be.
I feel that the industry is crap and in my opinion that is why it is in such shambles right now. If better decisions were made even at the dealer level there would not be so much waste of funds.
I can also say that I plan to pursue being a call center tech for one of the major auto manufacturers to deal with these type of issues that baffle technicians. I would much rather help a tech fix the issue the first time than just tell them dont worry about it the customer will come back.
I am sorry if i am too long winded. I cannot stress enough to my employees the importance of great customer service. just saying I dont know and leaving it at that gets people nowhere.
Tom
We obviously are in agreement about how it should be done...
You, my friend, are an exception to the rule. If every tech/service center had your attitude, there would be a whole lot less unhappy customers.
Wish you were in my area, I'd gladly take my vehicles to someone with your attitude.
Mark
You, my friend, are an exception to the rule. If every tech/service center had your attitude, there would be a whole lot less unhappy customers.
Wish you were in my area, I'd gladly take my vehicles to someone with your attitude.
Mark
3rd Gear
Joined: Jan 2009
Posts: 203
Likes: 2
From: Charleston, SC
I am talking about top level technician diagnosis. the average tech really doesnt know what to do with more complicated intermittent issues. that is why you should not be afraid to ask the shop master tech questions if they are available.
Orangecrush Thank you for the compliment. I just wish more shops could realize the money they would make by just taking care of their customers the first time.
4th Gear
Joined: Oct 2007
Posts: 419
Likes: 0
From: Huntersville NC
I had a SA at the Charlotte NC MINI dealer pull the bad gas story on me came out with a vial of gas said it was over 20% ethanol. She could not even explain how their test works. Accused me of running Racing Fuel in my car. Told me the warranty on my entire fuel system was now void. Charged me $157.39 to drain 11-12 gallons of Shell V-Power out of my MINI. Did not actually fix my car, had the same problem with multiple cutoffs on cold start, and CEL. Told me it would be two weeks before I could get a service appointment, and that if I needed a car to drive Shell would have to supply it. They were disappointed that they got less than fives on their review, and that I contacted MINI USA. Car was fixed at the Winston-Salem dealer no charge, and within a couple of hours. Shell by the way has not reinbursed me.
Last edited by wildcrazy442000; Nov 16, 2009 at 01:18 PM. Reason: sp
3rd Gear
Joined: Jan 2009
Posts: 203
Likes: 2
From: Charleston, SC
I had a SA at the Charlotte NC MINI dealer pull the bad gas story on me came out with a vial of gas said it was over 20% ethanol. She could not even explain how their test works. Accused me of running Racing Fuel in my car. Told me the warranty on my entire fuel system was now void. Charged me $157.39 to drain 11-12 gallons of Shell V-Power out of my MINI. Did not actually fix my car, had the same problem with multiple cutoffs on cold start, and CEL. Told me it would be two weeks before I could get a service appointment, and that if I needed a car to drive Shell would have to supply it. They were disappointed that they got less than fives on their review, and that I contacted MINI USA. Car was fixed at the Winston-Salem dealer no charge, and within a couple of hours. Shell by the way has not reinbursed me.
That sucks. hopefully you get the issue fully resolved.
6th Gear
Joined: Aug 2004
Posts: 3,880
Likes: 3
From: Your Worst Nightmare :)
well, there's a lesson here: always use top-tier gas, and always get (and keep) the receipts. If y're using BMW-sanctioned top-tier, and can prove it, there's no way you can denied warranty work under a lame "bad gas" excuse. Any lawyer would lick his/her chops over this lawsuit possibility.
(Ironic: my car runs better on Diamond-Shamrock P/U than on the more expensive and top-tier Shell)
but I know MINI will not cover fuel system warranty work if one uses gas in excess of 10% Ethanol.
(Ironic: my car runs better on Diamond-Shamrock P/U than on the more expensive and top-tier Shell)
but I know MINI will not cover fuel system warranty work if one uses gas in excess of 10% Ethanol.
3rd Gear
Joined: Jun 2008
Posts: 180
Likes: 0
From: Kelowna, BC, Canada
^+1
I'm keeping my receipts ever since the dealer questioned the gas I was using after my CEL came on. Now I only use the one brand they recommend, and am amassing quite the wad of receipts to prove it down the road when they ask me this asinine question again!
I'm keeping my receipts ever since the dealer questioned the gas I was using after my CEL came on. Now I only use the one brand they recommend, and am amassing quite the wad of receipts to prove it down the road when they ask me this asinine question again!
1st Gear
Joined: Sep 2008
Posts: 35
Likes: 0
FIRE WHY CANT YOU BE MORE LIKE THIS MEMEBER OF OUR NAMILY
Thread Starter
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1st Gear
Joined: Oct 2009
Posts: 29
Likes: 0
From: Arizona
They didn't offer free rental car I had to ask then they said I had to get the rental car somehow. I didn't have a car that worked so that was pretty much impossible so the rental never happened.
Free towing NOT... I paid 30k for it
New fuel pump . See above
Free radio. seems kinda weak after everything but I do like it
I'm not eager for the next breakdown
Fire
Free towing NOT... I paid 30k for it
New fuel pump . See above
Free radio. seems kinda weak after everything but I do like it
I'm not eager for the next breakdown
Fire
Don't know about what everyone else is sm--, I mean, thinking here, but given the choice between:
A) A car that runs perfectly with from the get-go with no issues and no cause for worries (which is reasonable to expect from a new car)
or
B) A car where you went through the hassle of being stuck without a means of transportation for x days or being put in a loaner you may or may not like, having to spend time worrying about whether or not it's a serious issue that might be a sign of bad things to come...and oh yeah you got free sirius for your trouble...
I think I'd choose A.
A) A car that runs perfectly with from the get-go with no issues and no cause for worries (which is reasonable to expect from a new car)
or
B) A car where you went through the hassle of being stuck without a means of transportation for x days or being put in a loaner you may or may not like, having to spend time worrying about whether or not it's a serious issue that might be a sign of bad things to come...and oh yeah you got free sirius for your trouble...
I think I'd choose A.
5th Gear
Joined: Oct 2002
Posts: 779
Likes: 4
What a tempest in a teapot.
Mini shipped a car with a bad fuel pump. It happens.
Dealer couldn't diagnose it first time, probably because problem was borderline or intermittent in nature and car was running fine. So they handed it back. This is pretty much par for the course. If the car is not malfunctioning, how are they supposed to fix it?
Car failed again and dealer correctly diagnoised the fault the 2nd time probably because the fault had progressed to be repeatable and/or they looked much harder. They fixed it and offered some goodwill to cover their trouble. They do a "bad gas" line because it is a possible (if unlikely) scenario that doesn't cast their product in a bad light. Dealers are pretty much programmed to do this and you need to ignore what they say and just make sure they fix things.
Customer still PO'd and returns a negative survey. Seems a little out of line to me especially with their goodwill, but its the customers perogative.
In any event, is this sequence of events worth debating for 68 posts? Stuff happens. You get the car fixed (sometimes it has to be done twice) and move on. And general lesson: It is ill-advised to consider buying a new car under warranty if the dealer is not a reasonable distance away. Why? Because stuff happens and long distances just make the problems unworkable.
- Mark
Mini shipped a car with a bad fuel pump. It happens.
Dealer couldn't diagnose it first time, probably because problem was borderline or intermittent in nature and car was running fine. So they handed it back. This is pretty much par for the course. If the car is not malfunctioning, how are they supposed to fix it?
Car failed again and dealer correctly diagnoised the fault the 2nd time probably because the fault had progressed to be repeatable and/or they looked much harder. They fixed it and offered some goodwill to cover their trouble. They do a "bad gas" line because it is a possible (if unlikely) scenario that doesn't cast their product in a bad light. Dealers are pretty much programmed to do this and you need to ignore what they say and just make sure they fix things.
Customer still PO'd and returns a negative survey. Seems a little out of line to me especially with their goodwill, but its the customers perogative.
In any event, is this sequence of events worth debating for 68 posts? Stuff happens. You get the car fixed (sometimes it has to be done twice) and move on. And general lesson: It is ill-advised to consider buying a new car under warranty if the dealer is not a reasonable distance away. Why? Because stuff happens and long distances just make the problems unworkable.
- Mark
Last edited by markjenn; Nov 17, 2009 at 11:07 PM.
OVERDRIVE
Joined: Mar 2007
Posts: 5,602
Likes: 107
From: Arizona
I had the bad high pressure pump happen to me and it was fixed at Scottsdale (I live in Prescott). Car failed to startup on the first button push on occasion. That was the first symptom. Once it started it ran fine and it seemed to only happen first start attempt of the day. Temperature didn't matter. I stuck some fuel cleaner in it once. Finally after doing this every few days for a month it wouldn't start at all after multiple tries, then it sort of tried to run and finally threw a code. I called roadside, they towed it in, and DX was high pressure fuel pump. Case closed. But they didn't mention any bad gas line to me. I think they screwed up the OP's case as follows: They shouldn't have told him ECU hiccup (WTF is that anyway?). They should've said "it works now, this is what we did, we looked her over good, hopefully it won't do it again but if it does send it back." When it happened again and they found the pump was bad just say "this is typical of a failing pump, now we know and I don't think it'll happen again". No bad gas BS. No dealer should ever EVER use the bad gas excuse imo. People just gas their cars up and they don't know what goes into the tank. So leave the bad gas line alone, it just pisses people off and you don't want a pissed off customer do you? I think if they'd done that most customers would be OK with that and give them an OK survey. I think they put too much on the surveys. Begging a person to give a good survey is wrong. Some people will ding them on the survey for not buying them a Coke or something. People are weird out there. Just my .02.
3rd Gear
Joined: Jun 2008
Posts: 180
Likes: 0
From: Kelowna, BC, Canada
^ +1
Mine's had a similar thing with the first start attempt after its been sitting. They think its the fuel pump.
When I pick it up, if they imply that its my fault due to Bad Gas, then I'll be pissed...and you're right about not wanting a pissed off customer; a pissed off customer won't be a repeat customer.
Mine's had a similar thing with the first start attempt after its been sitting. They think its the fuel pump.
When I pick it up, if they imply that its my fault due to Bad Gas, then I'll be pissed...and you're right about not wanting a pissed off customer; a pissed off customer won't be a repeat customer.
Neutral
Joined: Jun 2009
Posts: 10
Likes: 0
My 'o9 high pressure pump failed at 1K, dealer was straight up and told me they have had issue with the OEM on them and were looking to find another vendor. Even if they found a new OEM I'm sure they would continue using all old stock until depleted. Of course that is 'if' they found a new vendor!
They told me they had a service bulletin on bad high pressure fuel pumps. They knew they had them, but not which cars. Prior to the repair, they did ask where I bought gas.
OVERDRIVE
Joined: Mar 2007
Posts: 5,602
Likes: 107
From: Arizona
^ +1
Mine's had a similar thing with the first start attempt after its been sitting. They think its the fuel pump.
When I pick it up, if they imply that its my fault due to Bad Gas, then I'll be pissed...and you're right about not wanting a pissed off customer; a pissed off customer won't be a repeat customer.
Mine's had a similar thing with the first start attempt after its been sitting. They think its the fuel pump.
When I pick it up, if they imply that its my fault due to Bad Gas, then I'll be pissed...and you're right about not wanting a pissed off customer; a pissed off customer won't be a repeat customer.
