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Car arrived with damages

2500 Views 8 Replies 7 Participants Last post by  Eddiee
This whole getting a mini experience was really not great. I ordered back in June and the car arrived in August with cosmetic damages on the rear bumper. I was told that it was unavoidable for damages during transportation. But they say they will fix it. 3 weeks later a time was setup on a saturday to drop off my car at the dealership and a courtesy car will be there. I went there and I was told that there's no appointment setup, no courtesy car and they don't do repair on weekends because they need to make an appointment with the bodyshop and body shop doesnt open on the weekend. Okay... so it definitely sounds like the repair will not be done by mini but some 3rd party shop. The following monday the agent who initially arrange the time with me said there was some sort of miscommunication and told me to go again the following sat. Given that I know there's another mini service and parts centre on my way to work, I request to get my case transferred there. She said they are different companies so she wont be able to arrange a courtesy car for me. but they can have someone to drive a courtesy car to my workplace and swap the cars. I dont want my car to be driven by a stranger all the way from my workplace to the service place so I told her To forget about the courtesy car and just forward my case to the other service center. And now comes the problem which makes me think if my car was really damaged during the transportation or if they are the person whom had done the damage. She said it is the dealership who is paying for the cost to repair so it must be done through them. And she stressed that I only have 2 options, either go in myself or swap the car at my workplace. I am extremely pissed off by the way how things were handled. It doesnt make sense that the repair must happen at their place. A mini dealership is part of the mini group no matter who the owner is. Any inputs?
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Thanks for all the replies.

I replied to the service rep and cc the service manager and expressed my frustration and displeasure on how things were handled.
It's interesting how they always replied with cookie-cutter messages like "I sincerely apologies" and "provide premium service to you". And there's no compensation or offer of any sort. I was once again told my 2 options. Take the car there yourself or use their "premium valet service".

Oh and have I told you I was instructed to leave good ratings and comments about the service on google and the mini survey?
Wow that absolutely sucks. No idea why there are dealerships who think that this is an appropriate business model. You mentioned that there is another MINI dealership around. I would do any of your future business (after this is sorted out) with them and let the both the service manager and the service rep at this dealership know that they will not be getting any future business from you.

I love MINI and I think that despite there sometimes questionable decisions that they are a good company. I think the brand loyalty to MINI is sometimes abused by dealerships though. They know that when people come to a MINI dealership they are usually already sold on the car (few cars compare IMO). This tends to end up as a "take or leave it" attitude from the dealers since they don't have to really go "above and beyond" for the brand as dealerships from other brands may have to.

Best of luck ah_gel!
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