advice needed

[northandy]

All,

I'm looking for some impartial guidance/views... I fear i'm becoming too angry and therefore my judgement is a little biased !!!!...

My June 03 MCS has an ongoing issue with gearbox noise, its been in and had two sets (that i know about!) of linkage cables (which solved the rattle at 4k rpm).... at the start of September I told my dealer I still wasnt happy, and they said they would arrange for a mini technician to take a look at it.... being busy at work meant I never chased them until about 4 weeks ago ( a month after I complained ) and was told the mini tech hadnt been to the delaer but they'd let me know as soon as he arranged a visit and gte me booked in, two weeks after that I wrote a letter to the service manager asking him to get my car sorted (in a polite manner) and made hints about rejection.... after a week of hearing nothing I called him for him to say he'd been on holiday and they'd get it booked in, he said they'd phone back that day... one week later i phoned him again for him to say that the guy he wanted to deal with it had been off for a couple of days and they'd phone me back that day.... that was monday this week, its now thursday and still nothing.... part of me wants to take the car to the dealer and demand a refund, on the grounds that after two months its still not even looked at, does anyone think i'm being over the top ?....

i'm definatley feeling fobbed off, and its spoiling my enjoyment of the car.... despite its problems I love it, but I cant take much more crap.... anyone got any ideas ?..

[ruthie]

If I were you I'd take the car to the dealer and demand that they take care of the problem while you wait. If they decide they need more time with it, make them give you a loaner car and leave your car there. I'd then tell them if it wasn't sorted within the week, you are going to reject the car. Obviously, they are going to keep blowing you off if you communicate with them by telephone. What a bunch of crap!

[WarGod]

Start sending letters, faxes etc - keep on at them - go directly to the dealership manager, if still no luck, if the dealer is part of a group write to the MD of the group, still no luck then write to the MD of BMW UK! Things will happen !

[obehave]

First, don't let their incompetnece ruin the car for you.
Take my word for it. I have one of the worst service centers on the planet and I absolute HATE going there. Dealing with them sucks but I don't let it ruin the car for me.
Don't let them slide. That's what they're trying to get you to do. You quit and they win.Be persistant.

[Old School Jonnie]

Andy
After much battling with 2 dealers over the past 2 years try this;
Demand to speak to the service manager, expalain you want it fixing immediately or you will be referrring direct to Mr Branwell Wearing - customer service manager at BMW/MINI HQ in Hook. He is the top guy and normally get's things sorted pretty quickly.
Good luck matey.

[northandy]

thanks for all the advice....

I'll put my stubborn not gonna give up head on tomorrow and give them hell !!!.... most annoying is the fact that I have to hassle them so badly, what happened to customer service ????....

[Rob.]

What can I say except that sounds crap
The service sounds poor to say the least. I thought writing a letter would have the desired effect
If you can go to the dealer in person and ask to speak to the dealer principle. They will probably say he 'isn't in today' or something similar, but believe me he normally is. Be polite but stubborn. On the one occasion I spoke to the dealer principle things were sorted very quickly
Hope it goes well mate

[DJC]

Hi, if i was in your shoes i would go to the dealer, take the service manager/top mechanic with you and show them the problem. Then take them out in their MCS demo car, and if the problem is not in that car say, why is my car not like this one !! I do not think they could argue with you then !! Hope this is of use to you, all the best Damian.

[northandy]

well... having remembered to fit my stubborn head this morning I called up said dealer....

Asked first to speak to service manager (who i spoke to on Monday).... strangely once I mentioned my name he wasnt available, so I spoke to the Mini brand manager (Rob, you know who I mean )... I said I am officially rejecting the car, had enough of being fobbed off, you've had 2.5 months to fix it and you havent even managed to arrange to look at it yet... He promised he would call me back today, he started mumbling about its not as simple as that rejecting a car you know... I believe 2 and a half months of excuses is reason enough, let alone the fact that the car isnt right and never has been.... so we'll see what happens now....

Anyone any ideas on what I should replace it with if they take it back ?.... dont know if I want another mini now

[Rob.]

Andy,
If you can reject you might as well. Try to get the money back. Then you can go to another mini dealer and try again. I've not found anything on the market that has the all round appeal of a Mini so can't offer much advice.
good luck

[Rakey]

Andy, ok, heres the good news, well not good news, but it might help, there is now apparently a recall on MCS gear box, there is a thread about it, and recommend you speak with MartinL. He will tell you all about his problems, but you are not alone.

If you have the car on finance recommend that you speak with the finanace company, tell them all the problems and basically show them all the complaints you have made, and that you don't want the car anymore due to it being faulty, they are normally very helpful in sorting out dealers, as at the end of the day it is their car until you have paid for it in their eyes that is.

[Goonery]

Basically, always keep a record of who you spoke to, when, and what was said, if you've got that and have made reasonable efforts to get the dealer to fix the car, then you should have a cast iron case. If you are still being fobbed off, then ask for the regional sales manager form BMW/MINI UK to get involved.
All of the other advice here is good and valid, and I cannot stress how important it is to keep documentary evidence.

[northandy]

Quote: Originally Posted by Rakey

Andy, ok, heres the good news, well not good news, but it might help, there is now apparently a recall on MCS gear box, there is a thread about it, and recommend you speak with MartinL. He will tell you all about his problems, but you are not alone.

If you have the car on finance recommend that you speak with the finanace company, tell them all the problems and basically show them all the complaints you have made, and that you don't want the car anymore due to it being faulty, they are normally very helpful in sorting out dealers, as at the end of the day it is their car until you have paid for it in their eyes that is.

Cheers Rakey... only problem being is that I believe I was one of the first to get the new modified linkage... I got a pre production version, that stopped that problem.... but the problem I have is that my gearbox makes a bad noise all the time, wether is moving or not.... sounds like tappet rattle but its coming from inside the box itself.... well its now four hours since I spoke to him, and guess what... no return call .... for want of a better word what a wunch of bankers !!!....

Finance thing is a good idea, hadnt thought of that !, but i'm with Mini Finance... bullocks !...

I love my car but this is crap.... worried If I went to say fawdingtons and then have trouble

[KenL]

Quote: Originally Posted by northandy

Finance thing is a good idea, hadnt thought of that !, but i'm with Mini Finance... bullocks !...

Is it really finance from MINI? Normally there is some company behind this, they just use the MINI name so they will still be on your side.

[WarGod]

MINI Financial Services is a trading style of BMW Financial Services (GB) Limited; Registered office: Europa House, Bartley Way, Hook Hampshire, RG27 9UF. Company Number 1288537

Seems like it is all part of BMW