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Discussion Starter · #1 ·
I have followed this thread in anticipation of the delivery of my wife's car and it certainly kept my appetite well and truly wetted.

So 4 weeks away from under a silk sheet we were presented with our lovely Moonwalk grey cooper. It looked fantastic and we were pleased and relieved as we had yet to see the colour in the flesh.

Unfortunately the lead up to this point and the weeks after have really spoiled our enjoyment. Please see a letter which was sent to the Mini regional brand manger and let me know where you think I stand as the car is now away being worked on. Many thanks :(

Dear Sir

I am writing to you regarding the disappointment I have had surrounding the ordering and delivery of my brand new Mini Cooper.

I tried many different cars before ordering the Mini but was keen to place my order with a brand that I would feel proud to own. The ordering process was smooth and handled in a personable manner by one of the Sales executives at the Bournemouth branch. The only thing that went wrong was the amount of options I ended up ordering but I got a little carried away by the extensive choices on offer.
The car was ordered for a not unsubstantial amount of just under £20,000 and a deposit was paid on the day. I was given a date of delivery of the end of June which tied in well with my plans so all looked according to plan.

The car ended up being 6 weeks late on the delivery. I wasn't informed that this would be the case and it was only upon reading the various Mini forums I found out that the Factory was running behind schedule. I phoned the branch to be told that yes this was the case and that my car had been affected. I had made it clear when I placed the order that I was selling my existing car and that the delivery time was important. I was told at the point of sale that the delivery time quoted was accurate and if it slipped then a loan car would be offered to alleviate any situation I may face in regard to non supply. This offer never materialised so I was left trying to fend for myself and in the end had to borrow a car from my father in law. When the car did finally arrive in the second week of August I was on holiday so decided to hang on until the 2nd of September in order to utilise the new registration numbers.

On the 2nd of September I took my very excited wife to the Bournemouth showroom to take delivery of her new car. The handover was very nicely done, revealing the car from beneath a silk cloth and the car look resplendent in the new Moonwalk grey colour that we had yet to see. We both felt we had the made the right choices with all the options and I was ready to sign the paperwork up until the point I noticed some damage on the drivers door. either during the preparation stage or the transport someone, had managed to damage the paint in two places on the drivers door. Both myself and the sales executive couldn't believe it. She said she had checked the car but although the damage was minimal it was there to see in plain sight and I was very disappointed.

I was told to sign for the car damaged, take the car that day and pop back in to see someone to get it rectified. I was told it was just a small mark and that it could probably be "sorted in 10 minutes" while I wait. Before the keys were handed over I was given a questionnaire to fill in which I again made sure I commented on the car and the damage found. I was also told that Mini would telephone me directly and that I had to say everything was perfect or the Sales executive would not get paid her commission. I asked the Ridgeway sales executive to repeat what they had said as I couldn't believe it. Surely this is not correct as how would a company get a fair appraisal of their services by doing this. I work for a manufacturer, managing a team of dealers and would never suggest such an action as it creates a completely false environment.

I took the car on the 2nd of September but it was only yesterday that I managed to find time in my working schedule to take it back. I was told that I needed to take the car down to the service centre which I did in the morning. Upon arrival I was booked in and one of the body shop staff came to inspect the vehicle. After inspecting the vehicle he told me that the damage was a little more than superficial and that it certainly wasn't a "10 minute job". He said that the door needed to be repainted. I asked him how was the paintwork carried out at the Factory as I presumed it would be dipped in baths and he confirmed this was not the case but that it was a spray job and that they would complete the work using the same procedures. I also asked if it was a 3 stage process, base or primer, top coat then clear coat and I was told it was only a 2 stage but surely that cant be correct as it is a metallic finish requiring a 3 stage application but perhaps he was referring to the fact that the damage is not down to the metal.

I am very concerned that my new car will no longer have that fresh from the Factory finish and that there will be a difference between the door and the rest of the car. I am concerned that the paint used at a local level by the body shop will be from a different batch number and although it may look fine at first that it will in fact show a difference as the car gets older.
I am not questioning the level of professionalism at the body shop but I have always been given the impression that it is nigh on impossible to replicate the level of finish that is achieved in a sterile paint works of a manufacturing facility. I know as daft as it sounds, I now feel like my car will no longer be new

This is by no means a complaint regarding any member of staff just the situation that has occurred from a little bit of a lack of communication regarding the delay and then a shortfall in the care and attention to detail that lead to the car being damaged before leaving the showroom. As you see from the point of order to now the mini ownership has not quite gone to plan and I am very disappointed with how things have turned out. I know that you sell cars of much higher value than my own but to me and my family this is a significant purchase and represents a very large sum of money. I am upset with the outcome I am facing and I am not sure of what the best course of action is now.

Sincerely
 

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As far as delivery dates are concerned many dealers are stating delivery times which appear to have no chance of being met. This forum is littered with stories of MINIs being delayed. I was quoted 8 weeks on order and received it in 11 weeks. My partners MINI was quoted to arrive in 8 weeks for sure, but will be 14 weeks when its collected. The dealer wants the orders come what may and i dont feel they are being particularly honest when it comes to quoting a delivery date.
 

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I don't understand why you posted this letter. Looking for a critique, perhaps? Okay. If I were a Mini executive, my first reaction would be "Do I HAVE to read all this?" And then after slogging through it, I'd think "Well, what the **** does he want?". It's 3X longer than a good complaint letter ought to be. It's wordy and contains a huge amount of irrelevant information. And most of all, after all that verbiage, you have failed to tell Mini WHAT YOU WANT.

Dude, you need an editor.

Sorry for being harsh, but this is a good example of how NOT to get a problem solved.
 

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He's paid nearly £20,000 for the car- he can complain in any way he wants.

I work in complaints and yes it's long but I'd have thought someone at Mini will be paid to go through it and respond to his comments/concerns. He's already put up with some pretty poor service, he doesn't have to spend ages editing his letter so it might be a bit easier for Mini to respond to

To me it reads more as expressing dissatisfaction and disappointment and wanting Mini to be aware of what is happening at the dealers, rather than asking for anything in particular as compensation.

This is perhaps a little naive as anyone dealing with complaints expects the person complaining wants something, but perhaps Mini will see this as a breath of fresh air instead of the usual "I want..." complaints, and you never know- something may come of it.

There's certainly no need to criticise someone for sharing their experience
 

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Sorry to hear about your poor experience. I have also found that the estimated delivery times that are said to customers on the day they purchase is usually incorrect. Then when the car is delayed, you are instantly disappointed, which is understandable of course.

There is nothing wrong with the letter. You are expressing your disappointment with your experience and have given Mini a detailed story of what has happened. There is also nothing wrong with not putting 'I want....'. Maybe you don't want anything from Mini after what's happened. You've had a poor experience, you want Mini UK to know what's happened. Even if you did want something, it's now up to Mini to decide what they can offer you as a gesture of goodwill.

Anyways, I hope you do get things resolved and as I live not that far away, I might see your wonderful moonwalk grey Mini around @Adel2000! :)
 

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Discussion Starter · #6 ·
I don't understand why you posted this letter. Looking for a critique, perhaps? Okay. If I were a Mini executive, my first reaction would be "Do I HAVE to read all this?" And then after slogging through it, I'd think "Well, what the **** does he want?". It's 3X longer than a good complaint letter ought to be. It's wordy and contains a huge amount of irrelevant information. And most of all, after all that verbiage, you have failed to tell Mini WHAT YOU WANT.

Dude, you need an editor.

Sorry for being harsh, but this is a good example of how NOT to get a problem solved.
Strange response but everyone has their opinions. Not sure what part you found irrelevant but I didn't ask for anything as believe it or not I was not looking for anything I was just pointing out mistakes that were made as I hope it may improve things for the future.

One thing that really did disturb me is that I was told by the dealer that I had to say everything was perfect when Mini contacted me or the Salesman doesn't get paid. A company will never improve without honest feedback and I am very proud to drive a car made 60 miles up the road,
 

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Hi mate. I read your letter and found it detailed and informative. I think giving them the background is indeed relevant. I have read the feedback from people and they aren't getting the point. The letter isn't so much as a complaint about the delay, it's providing background information leading up to the anticipation of the new car, and how after seeing off the disappointment of the delay and the lack of a fulfilled promise of a courtesy car, he was then faced with an even bigger disappointment. The bigger disappointment being the sales executives demand for perfect feedback, his car being damaged and the reaction of the sales team in regards to the damage and disappointment.

Whether he asks for something or not, this is a letter of feedback and experience. Not everyone that chooses to write to a company expects something, and is just happy to provide either good or bad feedback. In this instance I believe this gentleman is looking for MINI to relieve his fears and offer encouragement.

To the forum users. Don't go mocking people who choose to share things as this is exactly the point of the forum.

Thanks for sharing.
 

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Hi mate. I read your letter and found it detailed and informative. I think giving them the background is indeed relevant. I have read the feedback from people and they aren't getting the point. The letter isn't so much as a complaint about the delay, it's providing background information leading up to the anticipation of the new car, and how after seeing off the disappointment of the delay and the lack of a fulfilled promise of a courtesy car, he was then faced with an even bigger disappointment. The bigger disappointment being the sales executives demand for perfect feedback, his car being damaged and the reaction of the sales team in regards to the damage and disappointment.

Whether he asks for something or not, this is a letter of feedback and experience. Not everyone that chooses to write to a company expects something, and is just happy to provide either good or bad feedback. In this instance I believe this gentleman is looking for MINI to relieve his fears and offer encouragement.

To the forum users. Don't go mocking people who choose to share things as this is exactly the point of the forum.

Thanks for sharing.
Well thought out letter that give this buyer a "forum" to share / vent his frustration with this.

My comment is that before I sign the paperwork . . I always inspect the car top to bottom for any issues / blemishes / damages. The salesperson seems to tags along . . . Looking very nervous and concerned that I may see or find something that will delay or stop the transaction. When I have found minor issues, I ask that they resolve / repair before I take delivery. I have their money and it amazing how quickly things can get done when the parties are properly motivated.

With the issue above that will take only "10 minutes" . . I would of asked for a cup of cofee while I waited for the repair . . .
 

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Wow! What a sad tale. My sympathies.

If I may, I think accepting the car was a mistake. Up until that moment you had all the power, ultimately with ability to reject and order a replacement car. He who has the gold...
 

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I think in hindsight im sure Adel would certainly not have accepted the car. When one has waited for so long plus the added comments that its only a minor issue its easy to go ahead and drive it away. If anything this experience tells all those awaiting for delivery to make doubly sure that the car is in a pristine condition before acceptance, its very easy for your heart to rule your head.
 

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Hi Adele, your dealer is 100% at fault for this-they will have damaged the car or damaged in transit; I can vouch for them being perfect when they leave the factory; I def would NOT sign any form to say the car is perfect-that is ridiculous and I would be fuming with them/the salesperson! Appalling behaviour and the opposite of what I have experienced with mini (sytner). I can only say that you should perhaps threaten autoexpress/this forum to your dealer-I would def not buy from them!
Poor you. I have to say apart from a teeny blemish on the seatbelt -loose thread- I mentioned to my dealer and will pop in when passing my buying experience and the car , has been perfect.

NEW DEALER NEEDED!
 

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To further add to this. As far as I am told each dealer is under strict scrutiny to conform to BMW standards. MINI operates as a separate company, but deep down BMW are the law. I genuinely believe BMW themselves would be disgusted to hear that a dealer representing them behave in such manner.

Even if MINI prove to be unhelpful, people have had better feedback contacting BMW directly.

Food for thought.
 

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Would like to see what the damage consists of - have you got any pictures Adele?
I use a guy in Gloucester for paint when needed (usually wheels) He used to do all the trim work for 'Wrecks to Riches' and I was put on to him by a local Mercedes Specialist who uses him for all his sales cars. My wife backed her Fiat 500 into a low stone marker and scraped the rear bumper and the black trim strip a couple of years ago. He was able to paint the bumper to match perfectly (it is a coffee coloured metallic called technoclash grey) and when I asked him about the cost of the black trim strip he said he would repair the original gouged item. I kid you not you would never know the car has been near a spray gun or had the trim repaired.
He did show me how difficult it is to match certain colours though. Chrysler used a red metallic on the PT cruiser and it is almost impossible to match it without repainting half the car. If Mini are doing the repair I would want them to provide paperwork to show that the original paintwork warranty covers the repair. Make sure the car is carefully inspected in good daylight with no wet on it to ensure the repaired area matches the rest of the car.
Sorry it has been such a bad experience - a new car should never be delivered in a damaged state. If it is any consolation a lot of cars are damaged in transit and repaired without the customer ever knowing.
 

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Just finished reading this entire thread. I feel great empathy for Adel2000. I'm in the process of purchasing my first Mini and can completely relate to the high emotions. Let me say that the Dove Gray was certainly worth the wait. Beautiful. Your letter is more an expression of surprise and frustration over the unexpected process and outcome than a demand for satisfaction. I'm with you! Mini has plenty of room for improvement in the communication department. In the end it will have been worth the wait. Congrats on your new car Adel2000!
 

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I don't understand why you posted this letter. Looking for a critique, perhaps? Okay. If I were a Mini executive, my first reaction would be "Do I HAVE to read all this?" And then after slogging through it, I'd think "Well, what the **** does he want?". It's 3X longer than a good complaint letter ought to be. It's wordy and contains a huge amount of irrelevant information. And most of all, after all that verbiage, you have failed to tell Mini WHAT YOU WANT.

Dude, you need an editor.

Sorry for being harsh, but this is a good example of how NOT to get a problem solved.
What an arrogant reply.
 

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I have to say painters these days are very good. A friend at work ran down the side of a gate post and did every panel in a new dark blue 3 series. Autorestore came and did it on site and I thought the paint perfect. Mind that's not the point. This is a brand new car I would not be happy .
 
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