MINI2 - MINI Forum - View Single Post - Bad Service Experience at Motor City Mini

MIBulldog · Jan 15th, 2004, 02:46 AM

Hi all, I will be as succinct as possible. I purchased my mini out of state, (Reside in Michigan-purchased in Ohio). I received wonderful service at Midwestern Auto Group in Columbus. Since living in Detroit I inquired with local owners about Midwestern Mini’s Service Department. Every, Mini owner I spoke with gave them a bad review, along with this group, and another internet group. Many owners said they take their car out of state to be serviced or drive over to Canada. The complaints are wide ranging including customer service, time, and workmanship.

My mini shortly after I bought it had a small problem with the lights and windows (it has since been self corrected, perhaps frozen water on a circuit somewhere). I contacted Midwestern Mini and spoke with the Service Manager: Bill H. The earliest date they could get me in was after 10 days after my call (and I had only owned the car 19 days). I told the service manager that I was looking forward to repairing my Mini and I communicated my hope for a productive relationship. I also communicated that our relationship should start off on the right foot, but that I was concerned by what I had heard in the community. I felt communicating this would be honest and insure customer service, since there are so many concerns and bad experiences that have been communicated to me.

Bill H. told me since I had not been there, then I did not know what I was talking about. I communicated to him that word of mouth advertising positive or negative is not good. It should not have to take a visit to have concerns. I again communicated that we should have a productive and positive relationship, but that their reputation concerns me, and I was looking forward to giving them a chance. Bill H. said I had a chip on my shoulder and should take the Mini back to Ohio (This is Customer Service?).

I promptly hung up and called the General Manager of Midwestern, who apologized profusely for the Service Manager’s Behavior. After many apologies and agreeing with me that my concerns were both valid and gracious to give them a try despite their reputation. He assured me I would receive the best service, and would be there personally.

The problem with my mini corrected itself, and was likely the result of a car wash which froze a circuit. The problem corrected itself upon warmer weather and has since gone away. Until my scheduled Oil Change, I should not have to visit Midwestern’s Service Department, thank goodness?

I will go to Midwestern’s Department for my Oil Change in another 8000+ Miles. When I do, I will post another message relaying my customer service experience.

What do you all think?

Jan 15th, 2004, 02:46 AM	#1
MIBulldog The Melon Mobile Join Date: Dec 2003 Location: Detroit, MI Local Time: 07:47 PM Posts: 3 Offline	Bad Service Experience at Motor City Mini Hi all, I will be as succinct as possible. I purchased my mini out of state, (Reside in Michigan-purchased in Ohio). I received wonderful service at Midwestern Auto Group in Columbus. Since living in Detroit I inquired with local owners about Midwestern Mini’s Service Department. Every, Mini owner I spoke with gave them a bad review, along with this group, and another internet group. Many owners said they take their car out of state to be serviced or drive over to Canada. The complaints are wide ranging including customer service, time, and workmanship. My mini shortly after I bought it had a small problem with the lights and windows (it has since been self corrected, perhaps frozen water on a circuit somewhere). I contacted Midwestern Mini and spoke with the Service Manager: Bill H. The earliest date they could get me in was after 10 days after my call (and I had only owned the car 19 days). I told the service manager that I was looking forward to repairing my Mini and I communicated my hope for a productive relationship. I also communicated that our relationship should start off on the right foot, but that I was concerned by what I had heard in the community. I felt communicating this would be honest and insure customer service, since there are so many concerns and bad experiences that have been communicated to me. Bill H. told me since I had not been there, then I did not know what I was talking about. I communicated to him that word of mouth advertising positive or negative is not good. It should not have to take a visit to have concerns. I again communicated that we should have a productive and positive relationship, but that their reputation concerns me, and I was looking forward to giving them a chance. Bill H. said I had a chip on my shoulder and should take the Mini back to Ohio (This is Customer Service?). I promptly hung up and called the General Manager of Midwestern, who apologized profusely for the Service Manager’s Behavior. After many apologies and agreeing with me that my concerns were both valid and gracious to give them a try despite their reputation. He assured me I would receive the best service, and would be there personally. The problem with my mini corrected itself, and was likely the result of a car wash which froze a circuit. The problem corrected itself upon warmer weather and has since gone away. Until my scheduled Oil Change, I should not have to visit Midwestern’s Service Department, thank goodness? I will go to Midwestern’s Department for my Oil Change in another 8000+ Miles. When I do, I will post another message relaying my customer service experience. What do you all think?