[minimattsback]

A stress fracture appeared on my windscreen last week and contacted Elvet Durham. The service rep said that this type of problem is not covered under warranty due to the car being nearly 3 years old, he did not give me an option of viewing the fracture . This was a concern as I've read on here that this is a common problem with Mini windscreens.

I phoned Fawdingtons and they would evaluate on viewing the windscreen, seemed doubtful of being carried out under warranty.

So I went to Preston Hall Mini I know that those three words are quite bad words in this forum but the body shop manager took one look and said "stress fracture and is covered under warranty" so is being done tomorrow morning .

Why oh why can't dealers sing off the same song sheet, I did not want to go to Preston Hall but very pleased I did, saved me from insurance hassle and the worry of not being rectified before MOT due on the 8th.

Big thumbs up to Preston Hall

[Red Cooper]

Nice story - well done!

[minimattsback]

Can count myself a hypocrite, But Preston Hall mini have surpassed all my expectations. The windscreen was changed out with no problems. What does concern me is that I emailed Mini Customer Service and having spoken to Preston Hall body shop manager the stress fracture was supported by Mini Customer Service as well.

How can one dealer get it so wrong... did the Service rep at Elvet just take it upon themselves that this is not covered by warranty, I'm astounded that Elvet are not carrying out warranty work that has been sanctioned by Mini Customer Service.

I would like to know as I phoned Elvet twice just for continuity and both said not covered by warranty, think I will need to speak to the dealer principal.

Was told to bring my car back for a full valet due to not having enough time to clean.

Once again thank you Preston Hall BMW body shop. Peter especially

[minimattsback]

Received an apology from Elvet Durham service manager when I phoned as the dealer principal was at an auction.

The service manager admitted that the people who handled the phone calls where inexperienced and should have asked me to bring the car in for inspection, maybe should have attempted to confirmed that this fault is not covered under warranty, through customer service.

This is a very real lesson. Do not accept the first responce if dissatisfied. This IMO is the worst kind of missinformation and if unlike me accepted what one dealer says it will hit your pocket.

The service manager was man enough to admit that his department was not up to standard, which I accept, but will this be a lesson learnt....???????

[monkeyhanger]

Preston Hall fixing the Velveteer at the moment after I had an altercation with a hedge- their performance and help on the bodyshop has been excellent, and it's such a releif to talk to Chris and Andy there, as they seem to be treating me like an intelligent person!

Am sick of dealing with 'customer service representatives' who seem to be chosen for their looks, and not their knowledge of automotives. I've worked most of my life as an engineer in Teir 1 suppliers, both on auto-body and powertrain, so I'm not exactly naive when it comes to automotive technology. I hate being talked down to by someone who's done a 2 year course in customer service! - I can spot the BS a mile-off, and I've not spotted any at all with Preston Hall Bodyshop.

I've lost my insurance courtesy car because I refused to use the "approved repairer" - Preston hall have come to the rescue and I'm in a brand new 118i Auto, which is a nice way to spend my journey to work.

Not got it back yet, so reserve a final opinion, but top service from Preston Hall Bodyshop so far.

[Madeira Jon]

Ahhhhhhh. so THATS where the courtesy car went! They said I couldn' t have one until Monday but I shall be in Portugal by then. So had to go to Elvet to get the door leak fixed, However no complaints there as I had a Series 1 courtesy car again!

[minimattsback]

Quote: Originally Posted by Red Cooper (original)

Nice story - well done!

Thank you