[lucypope]

Ordered my dream mini at MOP 7 weeks ago. RED, ALL RED. Chrome exterior to dress it up.Siver dash to lighten up the interior. More chrome inside. No silly stripes. 3 packages. Imagine my dissapointment when the car arrived with a white roof (making all that jewelry look,well ,silly)and the wrong dash to boot.Imagine my further dissapointment when the response byPaul S Taylor to HIS screwup was to offer me an IPOD hookup and some floor mats.

There was another S on the lot that was stickered at$740 more than what my mini was to cost.It had no sport package,and a bunch of pricey options (leather,stereo,fog lamps) that I hadn't wanted,but it would have been an acceptable alternative. No dice.The choices I was given were to accept the wrong car (with floormats!), buy the other one for full sticker (plus 260 for IPOD) or reorder and be carless for another 13 weeks. I was told there were no other S models available (despite the dozen or so on their website.) I was further told that he could sell either car in a heartbeat. It seemed like he was. wanting me to take my deposit back and go away, which of course is what I did.I cannot tell you how RUDE this guy was.His idea of an apology for my time and aggravation was a half hearted "it happens"

Wow. Here's my question: Has anything like this happened to anyone else out there? Were you able to resolve the situation with any more satisfaction? Was my asking this dealership to take responsibility for THEIR mistake to the tune of $740 (what % of their profit is that?) out of line. I'd really appreciate your feedback.

[yellowmininy]

I can understand why you're disappointed, but it does sometimes happen that the car isn't exactly as ordered, and it sounds as though they have tried to offer alternate choices (car or options), and I assume that they offered to reorder the car. The simple fact is, how do you react to it, and judging from the tone posted here in several threads, I think you may be coming across a little harsh, and the dealership may have a hard time with that too.

Mistakes do happen, and though it seems hugely important to you at this moment, it might be more useful to try to work with them rather than against them.

[Cape Cod MINI]

That bites Friends of mine got what they thought was to be a black black black 06 MCS from MOP a few weeks ago. Nope. It came with white top and white mirrors. Turned it from a Bad Azz MINI to a Barney MINI. MOP is dropping the ball lately.

[thomthumb]

I heard a story about a guy that ordered a car just the way he liked it, and it got sent to the wrong dealership. The wrong dealership had someone come in , see it, and want to buy it. So they sold it to them.

[retsej]

While I understand your frustration about not getting your Mini just the way you ordered it, I would like to pass on a free piece of advice. I ordered our first MCS frome HC and as you say thet were very pleasent and nice while taking my money. when Jester came in we almost got the old bums rush as they quickley showed us all the features in our car and showed us the door. Since then I have only delt with MoP and have ordered Two more Minis and have had nothing but possitive results. Paul and all the sales people down at MoP are good people and have gone out of their way to help My wife and I with anything they could. Perhaps you should remember thay killing the messinger never helps anything, but what do I know. Again I can only imagine your anger and disapointment about waiting all that time for your idea of a perfect mini and not getting it but like I said what do I know.

[MoPRep]

Hey Pat~
Thanks for all the kind words you post on MINI2 for us. I'm glad that you are happy with MOP and how we operate. Give me a ring this week, I'll have those tickets that you were asking me about. It is certainly disappointing when mistakes happen. I was not here yesterday (I had the day off), but as with all online postings - typically only one side of the story is heard. As much as we do our best - mistakes happen with all the human involvement and we do our best to accomodate fixing issue's when they arise. I'm glad Lucy was able to find a MINI that she'll be happy with, even though it was not at MoP - the key is that she is driving a new MINI which we all know is a great thing. Happy Motoring!!!! ~Vinny

[Sheenabea]

Quote: Originally Posted by lucypope (original)

Wow. Here's my question: Has anything like this happened to anyone else out there? Were you able to resolve the situation with any more satisfaction? Was my asking this dealership to take responsibility for THEIR mistake to the tune of $740 (what % of their profit is that?) out of line. I'd really appreciate your feedback.

It is very unfortunate that your car came in wrong and that you felt you were getting a hard time about dealing over a different/replacement MINI. I would probably have been just as frustrated if that happened to my MINI. I ordered through MoP and didn't have any problems working with them. While it is important to try to get 'righted' for how you were 'wronged', you should remember how many thousands of MINIs are ordered and built and delivered in such a short period of time. It is a process that can have foul ups, irregardless of what dealer you went through. On you order receipt, it lists all the options ordered exactly how it appears in the computer system. That would have been the first place for error and I know I had to look mine over and sign it before I left (after placing the order). If not there, then something must have happened at the plant. This error certainly would not be MoP's fault. It is something that happens and you chose to just cut your losses and find a dealer that had close to what you wanted. I definitely understand that I would be upset, fuming infact, but I doubt they would really not try to figure something out to make you happier, if not totally satisfied. But, you have a MINI now, and hopefully you are enjoying the car!

[lucypope]

Thank you all for your kind resonses.

Tigger etc. Yes,I bought a car from HC.It's not exactly what I wanted,but it's far less "wrong" than what MOP was trying to foist on me.

YellowMini: Exactly how does one "work" with a dealer whose idea of alternate choices entail either a further 13 wk. wait (not do-able), or being allowed to buy another car for not one penny off the sticker price? Believe me,I didn't become "harsh"until it became utterly clear that "it does sometimes happen" was the full extent of any apology or consideration I was going to receive.


Cape Cod: Amen.As my daughter said,"a clown car...like wearing white shoes after Labor Day.LOL. If I like driving the mini I bought at HC (after 2 BMW 328is) I'll reorder my dream car and give this one to her.


Thom Thumb: Interestingly,when we ordered the car Paul told us how FORTUNATE we were to have come in just as he was allotted an extra car to sell.Yesterday he told us "he really should have offered it to someone else."!!!!


Retsej: Glad you've not been treated poorly as I was. The only time Paul went out of his way was to show me the door. Even then, he tried to credit the wrong credit card for the deposit,and blame that snafu on us as well. By the way, he was not merely "the messenger",he was the guy who typed in the erroneous order, and no, SHEENABEA,there was nothing we were asked to look over and sign. Have no doubt, they were not interested in making us any "happier" than floormats and a piece of wire plugged into a jack (cost to dealer over 50 bucks,I doubt it) were making us.


Vinnie: Yesterday I asked to talk to you. Paul said WHAT DO YOU WANT TO TALK TO VINNIE FOR???? err,well,cause I,m feeling screwed here,and he seemed like a reasonable guy...The "key" is not that circumstances forced me to buy a car I didn't really want and therefore went to HC so as not to give the profit from that sale to MOP...the "key" is that if what I experienced yesterday with Paul was MOPs idea of "accommodating issues," I respectfully suggest that "your best" (again,50 bucks!!!) is woefully inadequate.Thanks,Lucy Pope.

[kgouin]

It is very unfortunate that you ran into problems at MOP because they truly are a wonderful dealership. I have to say that all of the people that I have dealt with there have been top notch, from sales to service. There are two sides to every story and we are only hearing one side here so it is hard to comment on what happened.

Someone had posted that if you were treated this way while purchasing a MINI then the after sales service may be just as bad. I can say from experience that the service at MOP is the best service I have ever had with any of my vehicles. They treat you with respect, take their time explaining things to you, and they are very professional. Although I have an 80 mile drive to get my MINI serviced, the people at MOP make it a pleasant experience while there waiting. When I went in for service last year, before the client lounge was completed, I was sitting off to the side in the showroom doing some of my school work. The manager seen me and brought me up to the unfinished client lounge so that I could do my school work where it was quiet. To me, that just shows that they are looking to make their customers happy while waiting and I have never had another dealership do anything like that.

I am happy that you have a MINI, although not your dream MINI, and I hope that you give MOP a chance at service. They really are great there and I really hate to see someone not give them a second chance.

[Jester's mom]

I am sorry to hear of you experience but I have bought 2 minis in the past 3 years. The first at Herb's and the 2nd at MOP both experiences were good. At both places I was given my order form which was reviewed by both the MA and myself. I also reviewed the order again when I got home later in the evenings just to makesure I did not forget anything. I also verified online at MINIUSA that the cars were ordered the exact way I wanted. That is the good thing about buying as mini you can verify it several ways I have never been able to do that with other vehicles I have purchased.

I do have to say I am a firm believer in returning to MOP for service because both SA's Chris and Heather are great, they take the time to explain things to you and keep you up to date on what is going on if you are there for awhile. I have to drive an hour up there for service and it has been worth it.

[jwardell]

Quote: Originally Posted by TheFormerCapeCodMINI (original)

It came with white top and white mirrors. Turned it from a Bad Azz MINI to a Barney MINI.

Hey, speak for yourself there, wing-boy!

Now that I'm spotting this posted in several threads I wonder if it's some kind of planned attack. I'm not sure what else the dealer can possibly do but offer one of the very few in-stock cars or to reorder. MINIs sell for full price, and they have no problem selling any they have on the lot (which is rare enough as it is) in days, so he was not pulling your chain. They do not have a high markup like other brands so they really can't make much of a "deal." It does suck that the mistake was made, though I don't see proof of where or who made it (it could have also been the factory..). You know, there is time after you order the car to change the order before it is locked in at the factory, and it is good to call and confirm over the phone that they have everything entered in the system correctly a week or two after you place it.

Did you go for a test drive with HC? How was that?
Did they know about your situation up front or did they treat you like a normal customer up front? They may have changed face when they saw the opportunity in front of them.
Not that I wish anything goes wrong with your MINI, but hold your full opinion till you have do deal with warranty issues and how HC handles them.

[kgouin]

Quote: Originally Posted by jwardell (original)

Did you go for a test drive with HC? How was that?
Did they know about your situation up front or did they treat you like a normal customer up front? They may have changed face when they saw the opportunity in front of them.
Not that I wish anything goes wrong with your MINI, but hold your full opinion till you have do deal with warranty issues and how HC handles them.

It's funny that you say this about warranty issues. While I was at MOP this week there was someone there that bought their MINI from HC and was at MOP to deal with a cracked engine or transmission or something like that (the MINI was new). From what I understand, this isn't the first time someone has gone to MOP to fix that problem after buying from HC. Maybe it was more convenient to go to MOP but I just wonder why someone wouldn't stick to the dealership they bought from to have problems fixed....

[PaulT]

Although I'd like to stay out of this, I feel we need to set a few facts straight. It's unfortunate that LucyPope had her car come in wrong, and nobody feels worse about it than me. Those of you that have dealt with us know we are fair, and bend over backwards to help our customers with ANY problems they have. We cherish each and every customer that comes through our doors.
The customer was offered a sincere apology about the mistake, but under the circumstances, I understand why that doesn't help.
Solutions offered:
First, the customer was offered the car that came in wrong ( white roof instead of body color, Anthracite Dash, not Silver), with the IPOD and floor mats mentioned at NO Charge as compensation. Second, an alternative car that listed for $1000.00 more with the same freebies; or third, re-order the car and we would still throw in the items. Instead they demanded a discount of $1000.00 or however you look at it, $740.00.
(The IPOD hookup costs waaay more than $50.00 by the way.)

Regarding the remark that the car should have been given to someone else, it meant that she was given an earlier slot in error, it should have gone to another customer that was on the waiting list from a week before ( again, a foul-up on our part to her advantage.)
Lastly, the wait for an "S" at this time is not 13 weeks, but closer to 7.

We're never going to be able to keep everyone happy, but I'd like you all to know we sure do try.

[A13EX F Cooper S]

could you not get the roof sprayed at a professional body shop and change the interior parts over?

[MisterMINI]

Herb Chambers are losing business hand over fist to MoP, primarily because of their poor after sales service. When you approached them with your tale of woe about MoP messing up your order they would have been desperate to win your custom, hence the free floormats and IPOD.

When I placed my order with MoP in April, Herb Chambers called me a couple of weeks later to try and steal the order. I guess dealers are able to see orders placed by other dealers. Desperate or what?

Even though you have had an unfortunate sales experience with MoP, I expect you will want to return to them for after sales work.

[MisterMINI]

The vast majority of MINIs sold have black or white roofs. Your reference to white roofs looking 'silly' is, to be quite frank, silly. Maybe it's not your choice, but it's the choice made by most MINI owners.

[lucypope]

Ok Paul, glad to see that your own post corroborates the facts as I've stated them.

For a quick review: I got into the whole mini thing---"making it mine" I was fully aware that in doing so I was paying $2363 in dealer profit ($25000 MSRP vs $22637 Invoice price,per Kelly Blue Book,and that doesn't speak to whatever dealer profit is already built into the invoice price). I was happy to pay the money to get one of these cars exactly as I wanted it.
When that car was NOT delivered,(whether the fault of MOP,or the parent company that they represent,)I was no longer willing to pay that premium.

In offering to by an acceptable available car,yes i WAS asking the dealer to reduce his profit by $740.----in the name of customer relations;acknowledging their error,and putting something behind their "sincere" apology. This would have educed the profit on my sale to $1623.00.
( Herb Chambers told me that their policy in such a case is to offer invoice, so I feel I was compromising already at this point.)

If the IPOD hookup costs WAAAY more than 50.00,then all the more KUDOS to Herb Chambers who gave it to me installed for FREE,along with mats AND (in a sweet,sweet surprise at pickup, a retrofitted interior chrome package as I'd ordered on the original vehicle !!! )Desperate? It was my treatment at MOP that sent me there .


So, the bottom line is this: They made a mistake, and "bent over backwards" to offer me accessories to show how "cherished" I was. I got those same accessories AND MORE from HC. The folks at HC were nice, and at MOP,not nice ( and yes,Mister Mini, I'm aware that "nice",like roof color preference,is a subjective matter.)

Henceforth I'll be taking this matter directly to MINI USA; all I really wanted to do was to go on record with what happened to let others know that it happened to me;BEWARE...it could happen to you. Thanks.

[MoPRep]

Quote: Originally Posted by lucypope (original)

to let others know that it happened to me;BEWARE...it could happen to you. Thanks.

Hello All~
Just me, popping my head in and out of MINI2 forums!!!! LucyPope makes an excellent point above, "Beware, this could happen to you....." I encourage all prospective MINI owners to double check their orders before they leave the dealership, AND when they get home. As we've all should know at this point, you can track your MINI being built and shipped online, and that site includes how the car is being built. MINI has developed a system where people can order their car EXACTLY how they want it.... how awesome is that!?!?!?! How could anyone have an issue with that??? Well, as we've been discussing - mistakes do happen, to err is human - so please, please, please double check orders before they are built in the factory.
Lucy, I'm glad you are happy with HC, and you feel they have earned your business. I'm concerned with your need to "warn" people about MoP, as the overwhelming majority have unbelievable support and love for MoP. MoP acknowledged that a mistake was made, and we made effort to rectify the situation. We did not offer as much as you wanted, that does not make us bad - it just makes us not able to do business at this point. If we can be of any assistance in the future, either aftersales, service, or parts - please let me know.
Happy Motoring,
Vinny