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I have done a search both in here and in Google to try and find a contact e-mail address to complain about a specific salesman at my local MINI garage but to no avail (all 'contact us' type buttons lead to 'we will contact you back' and it is obvious that this is only for a brochure request type of contact and not a complaint.
If anyone is interested why I want to complain it revolves around the salesman who took the order for my MOC with aerokit and alloys left a message on my answer machine to contact him so I thought I would pop into the showroom about 8:45 this morning to see what he wanted face to face. As there were no salesmen around I asked the receptionist if he was in and she said he was ina meeting and then inturrupted it to see how long he wuold be. The reply was he would only be about 5 minutes. After waiting an additional 30 minutes, and as I was just aboutt o walk out of the door, he came out without any form of apology just some breezy comment about 'good morning'.
I know I am buying one of their cheaper cars, but I am spending over £17,000 on it, I do not expect to be kept waiting like that (made even worse that I could hear then laughing and joking in the meeting through the closed door) especially when he is aware I am waiting and has said he would only be 5 minutes.
If only the MINI Convertible was more easily available I would have cancelled my order there and then and walked out of the place and put an order in with a dealer who actually cares about his customers.
Rant on here is now over but I would still like to take this further so if you do have a contact email for MINI GB head office I would appreciate you passing it on to me.
Thanks
and just in case your interested, the MINI dealer in question is in Rustington, West Sussex. Message me if you want to know the saleman's name!
MINI One Convertible Hot Orange, Full Aero Kit, Heated Sports Seats, X-Lites, etc
not had any reason to complaim myself, so i have no idea, just seems a pity he acted that way. as you said with the cars being unavailable, i'm sure i would like to take my custom elsewhere. hope you do take this further, keep us posted, love to hear the outcome. hopefully you'll get loads of extras...haha
depends how far you want to take the complaint. I found these addresses for you:
LINKS TO CONTACT THEM / COMPLAIN ARE:
mailto:customer.service@mini.co.uk?subject=COMPLAI NT
mailto:customer.information@mini.co.uk?subject=Cus tomer information
"J1JPE" gave me these addresses when i was annoyed with BMW... i didn't use them but i'm sure they would get to the right person!
Why not speak to the Dealer Principle of the dealers in question, they are the Guys that run the place and usually are sympathetic to customer issues.....
Best to speak to the Dealer directly at first, appreciate your frustration, sometimes the sales-people do seem to forget the 'putting customer first' ethic; it's unlikely MINI would get involved directly unless it was a really (criminally) serious situation ...
'Customer Info' address quoted by hunkey no longer accepts mail - good eh !!
ALTERNATIVELY; you can try this number though:
MINI Information on 0800 083 64 64 - they should be able to give you advice
Perhaps it was beyond his control. Give him the benefit of the doubt.
Could it be he's not high up on the totem pole and didn't want to upset his boss' ego by forgetting to laugh?
Was he in a mandatory sales meeting?
If it was that upsetting why didn't you simply ask the receptionist to inform Mr (insert salesman name here) that you were hoping to have talked to him in person, but as he's still held up, you'll be available tomorrow if he wants to call you back.
What's with "Urgent" in the title? do you expect everything in life immediately?
If you really do feel let down and ignored by your salesman, bringing it straight to the top without escalating it will get you ignored further. It's not MINI's responsibility to micromanage each individual salesman.
If you have an issue communicating with your dealer, tell them. If they're not responsive, inform their manager, if they're not responsive, find their manager. At each step in the hierarchy, there's someone higher up who's directly responsible for their performance.
Thanks for your advice guys but to be honest I do not want to 'talk' to someone about this. I have had dealingsw ith companies in the past and if you do not put it in writing then they can deny the whole thing later on down the line.
Out of choise I would email the dealership but there is no way of doing that so the only option seems to be going over their heads.
Just to clarify a couple of issues. The reason I put urgent in the header for this link was in the hope of getting a decent response (not because I want this matter all cleared up within 2 hours). And as for the 'important' sales meeting - how important can it be that you ignore a customer who is spending almost £17,000 with you? Who pays his wages if we do not buy cars from them?
And what ever happened to the customer always being right?
MINI One Convertible Hot Orange, Full Aero Kit, Heated Sports Seats, X-Lites, etc
Well, just an opinion, but he did ask you to contact him, but maybe he expected a phone call?
Most meetings are scheduled well in advance, and I must admit, personally, I find it hard to break out of a meeting , even when an important client arrives unexpectedly on a cold-call.
The poor guy may deserve a break, I'm sure the meeting may have been equally important too?
Anyway, the salesman works for the dealer, not MINI, so recourse from MINI is limited - I think you will get a far more effective response from the salesman, or the dealer principal........
And what exactly could be actionable from this? To prove that you dealer was at one point unable to satisfy your impatient expectations?
Sounds like your dealer, while getting held up, was cheerful to you, yet you feel like they could care less about you. Well if you tried to hang me I wouldn't like you too much either. So going down your path is only going to make things worse. If you can't have a peaceful conversation with your MA to work this out, he's not going to continue to "work" well for you. Get on the same side, and resolve this peacefully or move on.
On occasion my MA has taken a week to respond via email. It doesn't bother me. As long as we don't miss deadlines I'm OK.
As for using urgent in headlines to get a decent response, I'll say doing so will neither get you a better response, nor more responses. Many of us routinely ignore posts whose subject line is too vague or artificially inflates their importance.
Examples: posts titled "I have a question." when they could have actually just asked the question.
Your question is no more important than the other curiosities that pop up on MINI2, and really didn't need to be answered urgently.
Perhaps I should have ignored yours too. But as picking different dealers would delay you getting your car, I thought I'd help you get back on the path to getting your MINI without further delays.
It would have been different if you had rang and made an appointment, but you just turned up. He might not have been able to drop everything straight away to deal with you. It's not nice being made to feel unimportant but your maybe being a little to harsh on him.
Knowing that particular dealership, I get the impression that standards have slipped there. Mainly because it's a MINI showroom seperated from the main dealer's in Angmering, when I visit the main showroom for servicing etc, they are always extremly professional.
The number from MINI UK is 01344 480 480 - maybe they could give you some advice.
Thanks for the advice Monsta - to be honest someone else had told me a sinilar tale about that dealership - I guess once I have got over the pain of getting it delivered then I can focus on using the service department where they seem to be a lot more professional (and sounds like I'll need it with all the associated problems of the convertible!)
BTW - nice to know that there is another MINI2 person close by.
MINI One Convertible Hot Orange, Full Aero Kit, Heated Sports Seats, X-Lites, etc
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