You are using an older browser version. Please use a supported version for the best MSN experience.

Watch out for MINI customer service

Edmunds.com logo Edmunds.com 8/18/2016 fchadly

The car runs drives great and is surprisingly smooth going down the highway at 80mph for a short wheelbase auto. My problem with MINI is their customer service after the sale. So my wife and I get 60mi outside the Dallas dealership and decide to set up the Sat radio that supposedly came with the car. After fumbling with the radio trying to find the "Sat" setting, I called my sales person back to ask where the setting was, he said he needed to call me back. A few minutes later we were informed our car is "Sat Prep" which means me as the owner has to take the car in at MY expense, buy a $150 Sat code followed by $700 to install software in my factory NAV headset. This was not explained to us prior to leaving the dealership. When we called the sales manager back to get this worked out, it was an instant "there is nothing we can do, we should have worked it into the original deal". So at that point when it came to the survey about the dealership, I wrote what happened and in a couple of days got a call from a Dewey Gatts customer relations supervisor on my voicemail to call him back. And so I did not once, but three times over the course of three days with no phone call back. Got a hold of another customer service rep who we again laid out our issue too and she sounded promising of helping out. She said if you have not heard anything in 24-48hrs call back. Again I called Dewey Gatts POC, and again straight to voicemail, so I called again, got another rep "Tara" who was quick to just say what Sat Prep means and that their is nothing they could do. I posted on MINI USA the following: "so there In addition to our previous post about some misleading advertisement about Sat Radio on our new car, we have been back and forth with MINI customer relations since we have not been able to get a call back from our case manager Dewey Gatts. We have waited the 48hrs to hear back on our case since Dewey Gatts will not call us despite the 3 different times I left my number on his voicemail to call. When we asked the customer relations rep named Tara who the relations supervisor was so we could get some resolve on our case (at this point she started telling us there is nothing they could do), she could not tell us who it was, Tara kept telling us the next level are all supervisors. What?? All departments regardless of business type have ONE person/manager who is in charge and then that Manager has someone s/he has to answer to as well. You mean to tell me you cannot tell me who your own boss is? or who your boss' boss is? MINI you have something seriously wrong in with your customer service reps if they cannot tell me who their direct line of supervisors are much less can provide a phone contact. MINI has put a huge damper on my "Motoring" experience. This type of customer service shows what MINI USA's true colors are in order to resolve an issue. If anyone is thinking of buying a MINI, you better have your homework down on what you want because MINI will use any misinterpretations to their advantage and continue to blow you off until you give up. The absolute worst customer service I have ever dealt with. I so should have bought a Fiat 500 or Chevy Spark that I was looking at in conjunction to this car. I know Ford, Dodge, and Chevy customer relations at least make an effort to right a wrong. MINI you have just lost a customer, we were planning to trade our Ram 1500 in next year for a Countryman but that will absolutely not happen at this point, I will stick with American or Japanese for next purchase".

Average Rating : 3

AdChoices
AdChoices
Loading...

image beaconimage beaconimage beacon