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
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
