Hey guys and girls, apologies in advance for my long message but I need to rant!
I'll write the message in two parts and will start with the email trail to Mini head office from a few weeks ago. You'll soon get the jist! ...
I am writing with regard to my experience today at Cooper Colchester Mini which I thought you should be aware of.
The first part of my email is not a complaint as such but adds to my general frustration after todays' events so thought I would include everything about my experience from start to finish.
A few weeks ago I was contacted by Amy from service reference a recall on my Mini. It was reference a software update for my DRL’s I believe. I was asked when I could bring the car in. I did ask if I would be able to wait with it as working really long hours 0730 – 1800hrs dropping my car in and leaving it is a real pain for me. Amy explained that this is not standard practice in case the update takes longer than expected, in which case I would be stranded there. I was a little peeved as I know you offer Pit Stop services but I could see the reasoning behind it as technology does not always do what you want it to! Anyway, I said I would go away and think about what would be best and I would call back.
The following day I called back to book my car in and spoke to a very nice chap. I explained I would need a courtesy car and would be leaving my car there for the day, dropping it in at 0800hrs. We booked the repairs for 12th May. The man explained to me that there would be £1000 damage waiver for the courtesy car but if I was to pay £15 then this would reduce to £50. This annoyed me as it is Mini that want my car back, it’s not me that’s requested it be booked in for service. So I have to inconvenience myself AND pay for the privilege!
Yesterday I received a call on my mobile from an unknown number. It was Enterprise wanting to talk to me about my hire car for today. This took me aback for a second as I thought it was a random sales call and I couldn’t work out what the man was on about … I hadn’t arranged for a hire car? Then the penny dropped! It must be for my service! I guess you must have been all out of loan vehicles? But a courtesy call to warn me they were going to ring would have been nice.
So, this morning I headed over to Cooper Colchester. I arrived in the carpark at 0755hrs and entered your showroom at 0800hrs exactly. There was another gentleman waiting too. I went through to service, signed my paperwork and explained about the door rubber issue which I also wanted looking at. I was then asked to sit and wait for Enterprise to bring my courtesy car.
And wait I did! Until 0900hrs to be precise!
A lady from Enterprise came in and spoke to the other gentleman first and took him out to his car. She apologised and said that the traffic was bad. Knowing where she had come from (The Hythe) and overhearing that they left at 0745hrs to get to Mini for 0800hrs I could have told them that that was never going to happen! Bad planning on Enterprise’s part!
I waited a further 10 minutes and then approached Reception asking where my car was? With that comment the Enterprise lady came back through the door.
I sat down for a few minutes to go through the paperwork with her and then we proceeded outside to go and get my courtesy car. This car however was not parked outside Mini where I would have expected it to be. Nor was it in their carpark. It was in fact quite a way away over round the back of BMW parked in a corner near the bins. As I approached the car I could see a lorry blocking it in. The Enterprise lady did a quick check with me and then gave me the keys. I sat in the car a waited a good 10 minutes but the lorry was still pumping oil or something? By this point my blood was boiling. I exited the car and ran back over to Mini. I needed to get to work NOW! I was actually shaking with anger. I had a very busy day ahead of me and just could not wait any longer. I approached Reception and asked for my keys back. The lady from Service came out to see what was going on and I explained the situation.
My car was booked in for 0800hrs. I expected to be able to pick my courtesy car up at 0800hrs or as near as dammit once all the necessary had been done. I DO NOT however expect to be messed around and have to wait for an HOUR when I need to be at work.
I work hard and that is how I afford such luxuries. Not everyone has all day to swan about and I think what went on this morning is TOTALLY unacceptable. I did not spend £30k+ on a car to be treated like this and if it wasn’t for the warranty work required I would seriously be considering going elsewhere for any future work on my pride and joy. I also now have to make up the time at work or take half a days’ holiday. Not impressed AT ALL.
I would appreciate it if someone could look into this morning’s failings and get back to me with regard to how we make amends as right now I just cannot believe what has happened.
I look forward to hearing from you.
Good afternoon Emily
Thanks for your email about the service you received at Cooper Colchester. I’m sorry to hear that your car was blocked in. I can understand how frustrating this must’ve been.
I’ve spoken to Luke Plane, service manager at the Centre about this. He said he’ll contact you to address your complaint. I hope he can resolve this problem to your satisfaction.
I hope this helps. If there’s anything else I can do for you, please come back to me.
I THINK SHE IS MISSING THE POINT! I WASN'T CROSS ABOUT THE LORRY, THAT WAS UNFORTUNATE ... I WAS CROSS THAT I WAS OVER 2 HRS LATE FOR WORK BECAUSE I HAD TO WAIT FOR THE BLIMMIN COURTESY CAR TO TURN UP! SO MY REPLY ...
Good morning Charlotte,
Following on from your email below I still have had no contact from Luke. We are nearly a week on and not even a hint of an apology?
I had calmed down slightly and would have accepted an apology but we are nearly a week on and they haven't attempted to contact me for a rebook or to make amends. Not very good customer service is it? Maybe they don't want my business?
Good afternoon Emily
Thanks for coming back to me. I’m sorry you’ve not heard from Luke yet.
I’ve been in touch with Adam Pavey, parts manager at Cooper Colchester. He told me that Luke’s tried to contact you and has left voicemails for you. He said he’ll try again this afternoon.
If you still hear nothing, please confirm if this is your preferred contact number: 077** ******. Or if you’d prefer, you can contact him on 01206 751100.
I hope this helps. If there’s anything else I can help you with, please get in touch.
Luke has NOT tried to call me. I have no missed calls or voicemails on my phone. I've had my phone with me all day since the hiccup. I think someone here is lying!
My number indeed is 077** ******.
I could call Colchester right now but why should I? Out of principal if I do not hear anything by Monday close of play I shall be moving my custom to Chelmsford.
I know if is not your fault but the service I am receiving (or not as it may seem!) is just not good enough. All I am asking for is an apology and a rebook? Is that too much to ask?
SO THEN, AFTER BEING AT MY WITS END WITH CUSTOMER SERVICE I TRY THE BACK DOOR ROUTE AND APPROACH THE SALES LADY THAT SOLD ME MY CAR (KNOWING THAT SHE WOULDN'T WANT TO LOSE BUSINESS!)
Hope you are well? Long time no see. Mini is going well - love it!
I popped in last Thurs as I have a recall on my car. Didn't see you ...
I just thought I would send this email trail ref a little drama I had last Thursday. Reading from the bottom up see what you think. I was rather cross that day but I had a new truck going on the road and couldn't wait any longer to get to work. A simple quick call and apology would have been fine but ...
Still no call from service to rebook? No attempt at an apology! They really don't seem bothered!
Might see you soon.
Have a good weekend.
Lovely to hear from you and I am sorry that I missed you when you came in.
I am not at all happy to hear that you have not been dealt with in the correct manner and as you can see I have copied in David Cooper and this matter will be dealt with immediately.
Assuring you of my best attention at all times.
Thanks Hilary, you're a star All sorted!x
I am happy now and you are very welcome
AT THIS POINT I HAD BEEN CALLED BY SERVICE. STILL NO EXPLANATION AS TO WHY THEY LIED AND SAID THEY HAD BEEN TRYING TO CALL ME BUT MY CAR WAS REBOOKED FOR TUES 7TH JUNE. LUKE SAID HE WOULD MAKE SURE ONE OF THEIR OWN COURTESY CARS WAS AVAILABLE AND WOULD BOOK IT FOR TWO DAYS IN CASE THERE WERE ANY DELAYS.