[Emy-Lou]

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! ...



Good afternoon,

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.

Regards,

...

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.

Kind regards

...

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?

Regards,

...

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.

Kind regards

...

Charlotte,

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?


Regards,

...

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!)

...

Hi Hilary,

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.

...

Hi Emily,

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

Hils J

...

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.

 

[Emy-Lou]

So yesterday morning I headed down to Cooper Colchester again.

I was this time greeted rather quickly by a girl in service and my courtesy car was brought right up to the door of Mini

She started going through the paperwork but without being rude, she kind of had that glazed look about her. You know when they work in a service dept. but don't really have a clue about cars!!!

I said that I needed to show her my door rubber issue before I left (which was also booked in at the same time).

So she starts reading me my rights ref the courtesy car to which I then had to explain about my previous experience and that Mini were waivering the courtesy car charge on this occasion. She nodded (I think she understood!?). Again, after all the fuss of my last visit I was astonished that she hadn't been pre-warned?

So she then asked when I needed my car back by. I said that I would ideally like it back today but Luke had just booked the courtesy car for two days just in case. Again I got the glazed look! I asked her to call me by 4pm if I were to pick it up today.

We then went outside to my car and she stood there to look at the door rubber issue. I had to explain that she needed to unlock the car to see (she had the keys). She apologised and said she thought we were looking at a scratch! Again, lack of communication!

So I leave them my pride and joy :crying: and head off to work.

No call all day so at 4pm I call for an update. I got a surprised voice on the phone as if I had two heads or something (I was only after an update!). All the girl could say was erm I think it's still in the Workshop and some take longer than others! Krist! I'm not doing well here am I! So I deal with the fact I have to leave it there another night

Today, Weds 8th June still no call by 4pm So I ring Cooper Colchester. Luke answers sheepishly after a very long delay from being put through from reception. I just know something is wrong!

They have done the DRL update (halleluyah!). The door rubbers are on order from Germany. Of course he'd never heard of that problem before! I also asked him about painting the door shuts where the lacquer had come off. So he said errrrrm ... nobody had mentioned that and he hadn't seen for himself. Derrrrr! So I asked him to go check before I got there to collect my car.

Luke said he had some bad news for me. They had damaged my car ... A DEATHLY SILENCE FROM ME ... they had damaged my front wheel putting it on the ramps. My lovely DIAMOND CUT JCW WHEELS :crying: I didn't know what to do?!!!!! Shout? Cry? Sh*t I mean if I had curbed a wheel I would be gutted but for someone else to do the FIRST ONE! Aaaaargh!

I drove straight over to Cooper Colchester after this phonecall. I was absolutely livid. I was shaking (and still am). Luke greeted me with a smile. I was not smiling! I was so cross I couldn't even talk.

He proposes to get the wheel repaired. I stressed to him that I REALLY wasn't happy but he assured me that I won't even know? But surely that involves shaving a bit off my lovely wheels? And the gauge is DEEP! Only small ... about 1cm ... BUT DEEP! Anybody had any experience with this? Will I notice? I've told Luke that if I can notice in the slightest I will be requesting a new wheel.

We have rebooked the car for the end of the month for a whole week. That's the soonest they can do. My wheel needs to be sent away to a specialist ... my doors need to be painted in the bodyshop (also not on site) but not until the Mini head honcho's have approved the repair! ... and then they need to fit by new door seals.

I think Luke knows they are in trouble. I couldn't even talk!

All in all not happy at the mo and I just needed to rant at someone!

 

[Treganin]

Hi Emy-Lou,

Sounds like you are having a rough time of it, I would be tearing some ones throat out in those circumstances, so well done for keeping your patience, but remember - you are the customer and they have damaged your car, you would be within your rights to demand a replacement wheel and compensation. Stick with it and don't settle for less than is acceptable to you.

Mini Peterborough have been excellent (so far) and after similar experiences as yours with Marshall Peterborough I have go my fingers permanently crossed.

Hope you get it sorted!

 

[Davyboy]

Utterly disgusted by this treatment but not surprised I'm sorry to say and I'm not talking about this dealer, I find it's more common than you think.

I had similar a few years back where my car was damaged while in for work, that took some stern words and me feeling sick to get anywhere, then wait for this.. When I collected it the service manager calls me into his office and says, "as we can't meet your expectations I suggest you go elsewhere for your work and not here" shocked and speechless to get banned from a dealers! contacted MINI UK but they aren't interested!

Then my last R55 went in for a days job, 3 weeks later, yes 3 weeks! I get it back, same excuse, we have to wait for parts from Germany! Only for a few months later to have the same issue...

Why I have no idea but I brought my present one a few months ago and need to get it booked in for the door seal issue so am expecting problems...

 

[Emy-Lou]

Treganin no idea how I kept my cool! I think it was because I was so cross I couldn't even talk. I mean I know accidents happen and I do appreciate them owning up to it but with this and the other dramas I just felt like I was going to burst into tears. And I can't help feeling they had been putting off telling me all day! Two days to do an update, come on!

Davyboy I know what you mean, I had an R56 and had various niggles with it ... including lacquer peel. Ended up trading it in for this one as I got so frustrated that the problems weren't being sorted and it didn't feel new and special anymore. Should have known better ay! Absolutely shocked by the lack of interest from Mini UK. My partner took his Mazda in for service a few weeks ago and they literally could not do enough for him! What a contrast! I have been shocked to receive such poor customer service from BMW Mini. Makes me so mad ... and when they clearly all don't care where do you turn?! So frustrating!

Thanks for reading my post btw ... honestly thought everyone would fall asleep half way through haha! I feel slightly better having shared my problem. Will keep you posted

 

[Emy-Lou]

Lol that you got banned from the dealers! Haha that is some going! That put a smile on my face ... I bet you couldn't believe what you were hearing!!!

 

[Davyboy]

Lol that you got banned from the dealers! Haha that is some going! That put a smile on my face ... I bet you couldn't believe what you were hearing!!!

Speechless and for anyone who knows me that is something that doesn't happen

To crown it all sales contacted me a few weeks later and when I told them their answer was - "well you can still buy from us but just go elsewhere for service"

Yeah right

 

[Cessa]

G'Day Emily, I would be feeling the same as you, pretty much speechless and total disgust.

No professionalism at all in that service department. You are definitely best to go to another service department and not to use this group at all. I would be spamming all forms of media about the incredibly bad customer service you got. Word of mouth is a powerful tool. I would also be letting the dealership manager know your experiences and disgust and you wont be offering any favourable comments to your social network.

Thanks for letting us know your ordeal, unfortunately these types of dealerships are scattered all over the place and you need to keep trying to find the right one that will do good by you and to help you enjoy your pride and joy again.

Good luck

 

[vetsvette]

I would not have booked it in for wheel repair. I would have told them to call me when my new wheel arrives.
My dealer is 85 miles away so I consider myself lucky to have a good one. I dropped my loaner off today and picked my car up after some warranty work. I had a noisy hatch so they had to order a new latch assembly. They kept the car for two days because the mechanic found some noises he didn't like from the front suspension. Ended up replacing both front control arms and bushings along with replacing the boot latch. While they had it they replaced all three wiper blades, the cabin filter and did an oil change and washed it for me. All of this work and a loaner for two days cost me $0, and the service and parts people were great to deal with. You need to find a good dealer and stick with them. I wouldn't waste another minute of my time on Cooper Colchester Mini. That's just my opinion.

 

[Jonathan]

Sounds like you had an absolute disaster run, sorry to hear that all happened to you. Places like these are generally their worst when they are busy as their customer service seems to drop to zero and they are just keen to process you and get you on your way. Believe me it happens at almost every car brand.

The late delivery of courtesy car is really ****, leaving you sitting there for over an hour is pretty bad. Especially when there appears to only be one person in the queue in front of you. Then to have parked the courtesy car around the back of the building where it is blocked in is very bad. They should be delivering the car to the front door for you to step into like they did the second time around.

Reading your story is frustrating but I bet it happens at a lot of places. You should rightfully be able to ask for a brand new wheel if they damaged yours and can't repair it to a state where it is indistinguishable.

The only poor experience I have had at Mini service was when I got my sunroof fixed (under warranty), they also performed a routine software update which bricked the car and made it unusable but didn't let me know until the very end of the day. They had to keep it there for another 24hrs. I only ever take my car there if they can guarantee a loan car for the entire duration of repairs/servicing.

 

[Darrel]

Wow what a read. (Well written too I might add)

As the other guys have said, I wouldn't accept a wheel repair and I would definitely be looking for additional compensation e.g free servicing or credit if you bought the service plan or pro aero parts

I know money might not be what your looking for but if they know they can get away with this and not take a financial hit (as this is what they don't like) then they won't understand the severity of the matter.

Good luck and thanks for the read

 

[Emy-Lou]

Wow what a read. (Well written too I might add)

As the other guys have said, I wouldn't accept a wheel repair and I would definitely be looking for additional compensation e.g free servicing or credit if you bought the service plan or pro aero parts

I know money might not be what your looking for but if they know they can get away with this and not take a financial hit (as this is what they don't like) then they won't understand the severity of the matter.

Good luck and thanks for the read

Darrel I like the idea of Pro aero parts! Somehow I doubt it will come to that but would be nice ay!

 

[Davyboy]

Darrel I like the idea of Pro aero parts! Somehow I doubt it will come to that but would be nice ay!

A friend has just got a kit fitted free, because the dealer was about as helpful as yours.

 

[buz]

What a complete fiasco and well done for handling it as you have, I would of gone bonkers!!

I wouldn't accept a wheel repair as diamond cut rims are never quite the same afterwards so I'd suggest you stand firm and demand a new wheel.

 

[jeremybingham]

Absolutely appalling. In contrast there are some decent dealers out there. When I told sytner Nottingham I might struggle to pick my car up at six before they closed service lady offered to stay behind late. Free courtesy car too.totally free . just left it with the same amount in the tank.


So what to to. 1) insist on a new wheel. Their mistake.even if the repair is perfect,possible but not easy on diamond turned wheels . no way should you put up with a repair.
2) nicely request some compensation for the time you've wasted plus angst. The repaired wheel as a spare or the first for your winter tyres?

3)if all else fails go elsewhere and tell the new service dept how poorly you've been treated. If they're any good they'll go that extra mile to try to cheer you uip!in my experience dealers like scoring points over each other!

Leave some honest feedback on Colchester website or threaten it!

 

[donnaj1dlh]

Insist you're NOT paying for a loan car .... I do ...if it wasn't for their sh*te product I wouldn't be there. I refuse to be out of pocket. Different matter if you choose to use them for a service etc. But not warranty, no way Jose.


DEMAND a replacement wheel! Even if they have a JCW demonstator I'd accept a faultless swap of one of theirs rather than a repair.


Good for you for standing oyur ground. Tough job but it HAS to be done.

 

[Emy-Lou]

Thanks everyone for your replies!


I have been stewing on it overnight and having conversations in my head about the best way to tackle this.


So ... I thought I would keep my cool and firstly let the Manager at Mini know that I am really not happy, that I had been worrying about it since I left last night and I will not accept a repair. Last night I was Googling and doing a bit of research about repairing diamond cut wheels and it seems that you can only carry out the repair once (in some rare cases twice) as they are effectively shaving a bit of wheel away each time. Also all companies I found would not guarantee a diamond cut wheel like they would a refurb painted wheel as like some of you have said, it is so difficult to get a like new finish.


So, this morning at half eight I called the Manager at Mini and told him exactly what I have just said above. I also asked him if Mini would then guarantee that wheel if I was to have problems say six months down the line if the lacquer started peeling ... He stuttered ... so that'll be a no then!


He seemed quite taken aback by my call and 'uh-huh'd' to everything I said. So he is in agreement right?! I guess he couldn't really argue could he?!


So he promised to go away and speak to the big boss and see what they could do. I suggested maybe swapping a wheel off a demo like Donna suggested above. If this repair is going to be so un-noticeable then that should be fine for them to stick it on a stock car shouldn't it. Oh but they don't want to do that ... funny that!


I was promised a call back 'this morning' ... but as you can probably tell from the time on this reply that it is now 1230hrs and no phonecall!


The story continues ...

 

[MaDMaX**]

Hey Emy-Lou

Sorry to hear your plight, its a story I always fear of having happen to me,

hope you get it sorted, and glad you posted, as it reminds us how easily the stealers want to take the P%$$ out of us mere mortals, and we have to make a stand, I have to say my dealer has been great so far with my R56 and now my F56s

Fingers Crossed,

P.s you should be getting a new wheel no questions asked!

they charged premium/professional rates for labour by the hour, so if its incompetence thats caused the damage they should be paying for their mistake not you

 

[Davyboy]

Stick to your guns,

your car was damaged,

you are out of pocket,

you have lost pay (holiday)

you have been unwell (stress)

I would by pass managers and ask to see the Dealer Principal, try to detail it with times etc, write it down so you don't forget anything, take a witness (I'd come but a bit far), good luck

 

[kenl]

Totally unacceptable way to be treated.

You've had great advice from others. Get what you are due from them and once you have achieved that, tell them that they have lost you as a customer for good!