[Rakey]

This a letter that has been sent to MINI today, it details my experience of trying to pick up my new MCSC, as I write this I still don't have the car, I am told I should be able to have it tomorrow when the aero skirts are finally put on

As for some form of compensation, that I also hope to have resolved tomorrow.

The reason for posting this, so that in future should someone have issues with Lister Park or want to check them out prior to ordering you can and know just the kind of issues that could face you. At this point in time I would not recommend them to anyone or use them again myself due to the whole experience I have had with them

As you will see I kept a full record of all the calls and problems, the minute I felt things were not right and there could be issues.

Quote:

Dear Mr. MINI,

I am writing to you as I am presently very upset and annoyed with the current purchase I am making from Lister Park Bradford of a Mini Cooper S Convertible. This will be my second Mini purchase from BMW, the first of which has been a big part of my life, bringing with it a whole social circle of experiences thanks to the car, the Mini brand and mini2.com.

My current purchase started in November, when I placed my order for the Mini Cooper S, adding all the options I wanted, and getting her nice and highly specc’ed, which for a dealer that really didn’t need to sell the car to me or inform me of anything about it is a good sale at £23000.

I felt that this time the purchase really hasn’t been as exciting as last time, none of the build up was created by the dealer as I had last time, I had no calls saying what phase the car was at, I had to call them to find out when it beyond being able to change the spec. Last time also there was mailings that were sent out to customers, these were not sent, but I just thought oh this must be because Mini is now established in the market place now. I also thought maybe I wasn’t as excited as I must admit I will find it hard to say goodbye to my current car that I have made very individual and my own.

But with the help of mini2.com I was able to find out more and more about my car and its progress, and a friend at the factory was also able to assist me in finding out when my car went to build and even left the factory (22/01/05). But my friend also told me that the wheels I had specified on my car were not those on the system, so there was already an error in my order. The excitement kicked in once I knew it was leaving the paint shop on the Thursday and assembly would be completed by the Friday morning, even though there was a mistake, as I knew it could be corrected.

I called my salesman Richard at Lister Park on the Tuesday following as I knew he was off on the Monday, and informed of this and that the car was on route to the dealership, with an expected delivery day of Wednesday, so early compared to the date I had been told for collection from them on Friday the 28th. I told him that I was going to book the Friday off work so that I could come and collect and enjoy a busy weekend with my new car.

The plan was that I had found a set of John Cooper Works seats in the Midlands, and secured them at a greatly reduced price, these would be fitted on the Friday afternoon, and then I would head to see my sister before she returned to the Algarve to work for 5 months. Then I had arranged to meet some friends in Wales, stay in a nice hotel, and enjoy the countryside in my new Convertible, then head home on the Sunday. As you can imagine I was very much looking forward to the pick up and the whole weekend.

I called Richard again, remembering that I needed to sign the Finance documents, oh yes Mr. Rake, you need to sign 3 days before you collect, so I had to make quick arrangements, change my work plans and get to the dealership to so this to ensure my pick up was not delayed, I got there just as they were closing, and signed. Richard did inform me that the aero side skirts that I had ordered were on a 4-6 week lead time, so they had cancelled the order and put an order in for Primed skirts, and would paint them to match. These would take 24hours to arrive, and should be there on the Thursday for fitting to the car. I couldn’t believe that they waited so close to the arrival of the car to order this dealer fit accessory. I also handed over the registration transfer documents, and said to Richard if there is any delay I need to know, as I have booked the Friday off. He told me that it was going to be tight as the car hadn’t yet arrived, I assured him it would be there tomorrow and that he should call me to confirm when it arrives.

Wednesday, almost at the end of the day I called Richard to confirm if my car was, there, he said he didn’t know as they go straight to a compound and he hadn’t checked. I insisted that he check first thing in the morning and call me. By 2pm he had not called, so I left a message on his answer phone, telling him that work needed to know if I was still taking my day off, I was getting nervous at this point in time. I had to call him back again at 6pm, and he told me that he had just returned from being out all day delivering a car. I said to him that I would be collecting my car tomorrow, and had not heard from him. He had no idea at what stage my car was at still or if the aero skirts had arrived on time. My heart dropped, I had never dealt with someone that really didn’t follow through the things he was supposed to, even when prompted by his customer, and I felt as if I was managing the new car more than him.

Friday morning, I got up early, still excited and expecting my call to give me good news, by 10, the time I had said I would pick up the car I had heard nothing. I decided to go down, as I had nothing else planned for that day that I could do till I got the new car. I got there at around 2pm. Richard told me the car was still in the compound, where it had been since arrival on the Wednesday morning. I insisted that we go see it, so went with him. Upon seeing it, I could instantly see nothing had been done, delivery packaging was still on the car, and so were the incorrect wheels. The excuse I was given was that Service was busy and it was booked in for that day to be done, I asked what time it was booked in for, and told 12.

I went home without my new car, had to cancel my appointment to get my JCW seats in the Midlands (which I may now loose the chance to buy) and told my sister I would not be able to come and see her before she left. Richard or Andrew the Mini sales manager was supposed to call me by the end of the day to let me know that the car had gone into service. At 6pm I had still heard nothing, but at 6.45pm, Richard called me from his mobile arriving at his home, as he had remembered that he was supposed to let me know. The car finally entered service, I told him that PDI is a two hour job, aero skirts just over an hour to fit, and to change the wheels should be no more than an hour, so I will come and collect my car tomorrow, that my weekend would not be totally lost and I could still possibly make it to see my sister off at the airport if I got the car by 11am, and I thought I would still make it to Wales directly from there. Richard said he would call me 15 minutes either side of 9am to let me know the exact status of my car.

Saturday I woke, excited again, finally with a few delays I would get my car. Richard didn’t call, I gave up waiting and went down, arriving there at 12.30 annoyed that once again Richard seems to have no regard for his promises to call. He tells me he has been tied up with a customer all morning. I want my car! Its not ready he tells me, with no real valid excuse just that its in service and at what part in the PDI he doesn’t know. So he takes me over to the now closing service department to show me my car on the ramp, with the hood down, but the majority of the delivery packaging in place. So it has taken them all this time to take the hood protection packaging off the car? He still cannot give me a time or date for collection of the car.

It was at this point that there was no more excitement, only disappointment and I said to him that I really now feel like just walking away with my deposit. As the service I have received is appalling, the communication is diabolical, and my whole plans for the weekend ruined. I really can’t believe that I have had so many let downs on this car and I haven’t even driven it yet. I was totally lost for words, and said I shall be taking this higher. I want a call Monday morning, before 9am from Richard or the Dealer Principle as to how they intend to compensate me for all the loss of a day’s holiday, the loss of a month’s car tax that I could have claimed back from my old car, and the total disruption of my time and coming weekend. All of this could have been a lot easier to take it only it had been communicated to me, I could probably avoided loosing a days holiday if I had received the call on the Thursday morning I was promised.

But the main thing that no-one can put a value on or compensate me for is the total excitement I had over this new car, I now have no intention of collecting this car until I can agree something with them.

This was explained this to Richard this morning, when he called on time for a change, to inform me that the car would be ready for collection by lunch time today. I am now waiting to hear how Lister Park and Mini intend to progress this.

All the way through I have not had what I would call a satisfactory answer as to why my car has been at the dealers since Wednesday morning, and it has taken so long to get it through PDI which is a 2 hour process, to fit aero side skirts which is an hour and half process, and to change the wheels over a one hour maximum procress. My last car was PDI on the day it arrived and ready for my collection the following day.

So far, Lister Park or Richard really don’t seem to understand their customers or Mini as a brand or a car, they have given me nothing to feel confident about so that is why I felt I must take this higher as soon as possible, so I can hopefully get my new car at some point this week. I felt it should be brought to your attention as this should not happen to me or anyone else. I was also hopeful that you would maybe able to assist me in getting a faster more appropriate course of action from Lister Park, as this kind of service is not something I have experienced anywhere else, or have any of my friends or fellow users on MINI2.com, who I have been keeping updated on my continuous knock backs and the whole on going saga of trying to collect my car.

I really appreciate your time in reading my letter, and hope that you can help me.


Yours truly,



Rakey

[AidenL]

Good record of occurrances there, hope it has the desired result.............

[Rakey]

I have learnt from working in customer services that all you need to do is document everything, times, names and all the small details.

Then write the letter with a clear head, no slagging people off etc. Just the facts please and the effects that they have on personal circumstances.

But now you see why it was 5 pages long

[Kinster]

Did you CC: Lister Park, Bradford on the letter?

I usually do business with Scotthall in 'classy' Leeds, but bought my MCSC from Bratford this time around without any problems.

[Rakey]

Quote: Originally Posted by Kinster

Did you CC: Lister Park, Bradford on the letter?

I usually do business with Scotthall in 'classy' Leeds, but bought my MCSC from Bratford this time around without any problems.

after it was sent, a copy of the letter was sent to the dealer by fax and also to the person I spoke to at MINI customer service. So I was totally open with all concerned and I did warn Lister Park I would be taking this further and to MINI themselves, they soon reacted once they saw it and got an e-mail from Mr MINI

[Hat]

is ir fair to assume Richard won't be scoring a '5' on the salesman's rating for this one?

[Parc77]

Sorry to hear this Rakey, I took my previous S there for a service and its never been back there since due to a distinct lack of communication, and when I called up they talked to me as if to say whats this idiot doing ringing up in an obvious unfriendly tone, might have been an off day, but off enough to make me take my business elsewhere.



Tried a few dealerships around the region but always end up going to Lloyds @ Carlisle as they have always been spot on with timing and any probs with documents and we've had a phone call straight away as they know you will come back if they meet the customers needs. A long way to travel but its worth it in the long run, always take it to Scotthall for a service and they have been spot on so far.

Best of luck and hope you enjoy the car when everything is finally sorted.

Lol @ Hat 4 1/2???

[Kinster]

I was thinking of getting my next MCS from there. Do they have the JCW for test driving?

[Hat]

when i was looking to trade my cooper back end of last year lister park was the one local dealer i never went to, based on negative reports posted here on mini2 but if they offer you a better deal than anyone else you're going to go for it.

[Rakey]

Quote: Originally Posted by Kinster

I was thinking of getting my next MCS from there. Do they have the JCW for test driving?

no they don't, Harrogate do, and if you go there speak to Sarah, she is great, or go to Colne, don't do to Bradford

[Kinster]

When I got the MCSC from Lister Park, they found me one early, so I took it. They delivered without any problems as well

The only problem was there were no freebies

[Rakey]

Quote: Originally Posted by Hat

when i was looking to trade my cooper back end of last year lister park was the one local dealer i never went to, based on negative reports posted here on mini2 but if they offer you a better deal than anyone else you're going to go for it.

the deal was the reason I went with them, I went round 4 dealers to choose where to buy, and at the time Richard was also a really nice guy, a polite and pleasant salesman, well he still is, just not good at communicating or returning calls

If I could have a got the build slot and price I wanted for my MCS I would have brought from Sarah at Harrogate, she really is someone that will move on as she is a MINI fan and has interest in the product she is selling as well as her customers

[dietcokeplease]

The weakest link in the MINI chain - the dealers.

OK, this is no excuse for how you've been treated Rakey, but it's an inherent problem in the car industry. Part of the problem is the MINI/BMW brand. The salesmen are selling something that sells itself and some of them don't realise that it's basic courtesy to return phone calls. The brand gives them this arrogance. Even if they **** you off as a customer then they'll still be able to sell all the cars that they can get to someone else. I think that the dealerships have too much power over the manufacturers.

I've detailed in the past how I won't use my local dealer and how I have been instrumental in losing them upwards of 15 sales. Do they care? No. Because they will have just sold these lost sales onto someone else. My local dealer is now slagged off by other people in other threads so I just think that sums them up.

The best thing you have done is to tell people on this forum of the behaviour of the salesman and dealership and letting them make an informed decision about whether to buy from them.

[CooperID]

Hope you get things sorted out... They should certainly take some notice of that letter

[Kinster]

Quote: Originally Posted by Rakey

If I could have a got the build slot and price I wanted for my MCS I would have brought from Sarah at Harrogate, she really is someone that will move on as she is a MINI fan and has interest in the product she is selling as well as her customers

Is she fit?

[Rakey]

Quote: Originally Posted by Kinster

Is she fit?

oh yes

she is about to get her own MCS and is thinking of going the BBR route

[Hat]

she reads these forums too - got some discount without even asking after putting in a good word on here.

[Parc77]

Quote: Originally Posted by Rakey

oh yes

she is about to get her own MCS and is thinking of going the BBR route

Do you think this will affect her warranty?