Disillusioned.....

[Smurf]

Wee Smurf was at Henry Bros yesterday. Asked them to do 2 things - fix the constant squeak she's had since the rear brake discs and pads were replaced in March, and investigate AGAIN why my tyres are bald round the outside 2 inches only. She's been in already with that complaint, they blamed it on our tyre pressures. (A bit of a misunderstanding as to when the light came on.....)

They phoned me to tell me that the tyres are wearing unevenly because the tracking is out - makes sense - and it wasn't a warranty item, so I'd need to pay them a fortune to get it fixed. :(
Asked why this hadn't been found before - we'd put new tyres on it in October because they were getting really dodgy - annoying because they were only half worn. Was told that it had been in my file since October that the tracking needed done!! They DID NOT tell me, otherwise it would have been done straight away! :mad: Set my hubby on to them, and they eventually agreed to fix it half price.

Got the car back - tracking fixed - steering column replaced AGAIN despite not asking for it (at least this was under warranty) and the car nicely washed. Appreciated, but not necessary.

AND IT STILL SQUEAKS!! :mad:

Is it rocket science to write down what someone wants you to look at, then do that before any other items? I'll see if the brakes just need to bed in for a couple of days, and phone them back next week if it's still happening.

Are all MINI garages like this, or just Henry Bros?
(I know what Rob Lightbody will say to this!! :) )

LOVE my MINI, hate the hassle.....

[Willie M]

Cue Wul, Macblob, KenL, Monsta Mo, Jaybeeonline........

To date I could only praise Menzies, have had no real hassles with them over the 2 years we've been dealing with them. I would say however that car dealerships in general are not offering a great level of customer service these days.

'We'll give you a call when your cars ready to collect'. Roll on 4 o'clock, still no phone call, you phone them to be told 'oh yes, your cars been ready since noon'. :mad:

You put the car into the garage, with a known problem. You arrive to collect the car later in the day to be told, 'We didn't have that part in stock, you'll need to come back again in a few days'. :mad::mad:

There are loads of examples I know but it's high time the dealerships started getting their act together. We all pay enough for 'service' so why the hell ain't we getting any? :evil::mad:

Sorry to hear about your troubles Vaila, hope you get things sorted out soon.

[The Dogfather]

Perhaps the next Mini run should be a protest one. We could all picket the garage until they fix Smurf's motor.....

Only had my Mini 2 weeks so no problems yet (touch wood), but my experience of John Clark (Specialist Cars Audi) was excellent. They replaced my entire front suspension on my A2 when it had a rattle, it then turned out to be the anti roll bar so they replaced that as well. Every time they returned the car in record time. Not sure what the BMW garage is like but it's the same company.......

[Wul]

Hi Smurf - I hear your pain!

Well i've been through 3 MINI dealerships to get good service and still looking although i know one of the mechanics in an Edinburgh one near a rugby stadium (Guess which) and they have been ok - not brilliant though!

Unfortunately your only answer is to try and find a good dealer from the guys on here - go in and explain the poor level of service you've had from the other dealer and ask nicely if they can help - they are all franchises so business is business.

If you feel you still are not getting a good service then write to MINI Cust services cc'ing your letter to your original purchasing dealer - you should eventually get a reply - if you need the details then don't hesitate to ask - I have them at hand! :)

You have to be determined i'm afraid though as it takes a fair bit of hassle to finally get there - which is a bad thing given BMW's reputation!

Oh and NEVER let the dealer wash your car - I and a few others on here and MINI2 have some horror stories to share on that front! :eek:

[Heather]

Vaila, sorry to hear about your hassle. I have always found Fairbairns in Giffnock excellent. They always call when the cars ready, they always make a courtsey car available and when i put in in after having it for 2 months with a list the length of my arm to look at, everything was fixed and they had preordered the parts that may have been needed. Stomp your feet and shout:mad:

[Scottie]

My Mini is in at the dealers this morning they are taking it for a run. I have a vibration coming through the steering but goes away when you knock it out of gear.
The vacant look I got from them when I explained my problem. But if they mess with me I go straight to the top of the company done it before and I would do it again.

[KenL]

I feel for you having been there myself.

Best thing to do is always write a letter detailing exactly everything that needs attended to and insist that it gets passed to the mechanic. Often the service advisers write a cryptic description on the sheet when you hand the car in which doesn't "exactly" explain the problem. The mechanic will then be in the dark as to what they are really looking for.

Another thing worth doing if the fault and the fix for it is not really obvious is to insist on taking someone out in the car and show them the fault. That way they can't come back with the standard "no fault found line".

A good example of this is with my cracking steering collumn. It clicked everytime I turned the wheel but they claimed not to have heard it.

If you are not happy with the service you receive write a letter of complaint to the service manager and copy it to the dealer principal and MINI customer services.

[Steve74]

I changed from Eastern to Dunedin after in what my opinion was rude, inefficient and mechanically poor serrvice. Numerous problems were discovered, fixed then found to be still there after two attempts or more. It took a letter rejecting the car to both BMW and the dealer principal to get the thing fixed. Still rattles!!

So I switched to Dunedin and the service has been much better. The service advisors don't scowl at you and they actually try to fix the problem.

[ScottyC]

John Clark had my details wrong and although they managed to register my car to me they were sending all other related mail to someone else at another address. They sent my invite to Fintray hill speedclimb and everything else to an address 150 miles away. It took me 5 conversations (2 in person, 3 on phone) with reception and it still wasn't sorted out. I flipped and sent the nastiest letter ever calling them all the incompetent b******s in the world and a week later i received my first bit of mail from them (over six months from buying my car)along with an apology from the managing director and a £50 gift voucher. Apart from that simple error that should have been fixed just as easily their service has been pretty good though

[Smurf]

Thanks SO MUCH for all your helpful advice guys.... It's much appreciated.

I've had a few of your problems too - like not phoning me when the car's ready, not ordering parts despite being told what was wrong with the car two weeks previously, etc.

I may think about changing to Menzies (just as close to me as Henry Bros) and telling Henry where I've gone and why!! :mad:
Do Menzies operate the same system as Henry Bros, in that they'll pick up the car? You see, it's so easy when it's picked up from work and delivered back.... And Henry Bros are nearer to my work..... Or do they give you a courtesy car?

Anyway - I'll perservere for now, and let you all know how I get on. I've spoken to the head of Servicing a few times now, once more and I think I'll move.....

[Wul]

Good luck Smurf - keep at em' :)

[Monsta Mo Mini]

quote:Do Menzies operate the same system as Henry Bros, in that they'll pick up the car? You see, it's so easy when it's picked up from work and delivered back....

:eek::mad: Dunedin could do with taking note of that service. I've worked out that I spent over 12 hours of my life waiting in their service area in the first 18 months of MINI ownership all due to faults that required fixing under warranty. 12 hours ( plus travelling time) for which I've never been recompensed and only grudgingly been offered an apology for.

I wonder how they'd react if I sent them an invoice?...;):D

[GAJ]

You never know they might reply!;)

But probably not! Could be worse, at least their coffee is good!:p

[3GGG]

Morrisons in Kirkcaldy also pick up and deliver your MINI for you. I prefer this because it saves the hassle of phoning your insurance up to notify them of the courtesy car for the day (which they insist on). I must admit that I agree service in general could be improved, as I have also had cases when the car has gone in for something specific and either they do not pass the right info on to the mechanics or they have to order the parts even though they know what the problem is in advance.

The first service I got, I was told it would only take 15 to 20 mins, so I could wait - well 1.5 hours later it finally arrived, it had been washed - I had been sitting there while they washed the darn thing... crazy.

[Wul]

quote:Originally posted by GAJ

Could be worse, at least their coffee is good!:p


I must have been there every time just after you Gaj as there were never any cups left and the biccies were all eaten!:p

But on the pick up and drop off front - Douglas Park did this with me one day and waited till 4pm to tell me they hadn't finished and needed to keep the car overnight!! lucky for them i was able to arrange alternative transport - but the certainly never offered to rush a car over to me there and then!

Dunedin have offered to collect the car i'm sure but my confidence in them returning it for 5pm would be pretty small! They do also a drop off at work service but when i said i worked in bonnyrigg they had to rope in the wee dude who washes the cars (badly) to drop me off!

[lightbody]

And you know my opinion on the subject, Vaila!!

Finding Harry Fairbairns to be a great improvement on my previous/original dealer. Charlie is now perfect again! And they delivered him back to my door.