Hampton Roads Club Mini

Ok, I'm not sure if this is the right place to put this... but figured I'd try.  I soooooo need to vent right now!!  If it's not the right place, could a MOD please move it and let me know the proper place?  THANKS!!   

I took delivery of PHLPPR on 8/12.  YAY!!  Awesome day!  I'm so in love with this car it's astounding!  I haven't quite figured out if it's the MINI, the Convertible, or a combination.. but I'm willing to take a few years to come to the conclusion.

Anyway... long story longer    ....

My son pointed out to me that the driver side window was out of alignment.  So I determined to get the car in for service at the first opportunity.  Then I realized (after the 2nd or 3rd time I used the windshield washer) that the washer fluid was leaking down the bonnet.  On my very next day off, Wednesday 8/19, I took the car to CF.  I spoke with Frank who had a tech go out to the car with me.  The tech stuck a small screwdriver thru the gap in the window and declared it "unacceptable" and in need of realignment.  Good so far!!!  The tech also assessed the washer fluid marks in the bonnet.  We returned to the service desk to set an appointment.  Frank & the tech both commented that the leaking washer nozzles was a common problem.  WTF?  So I set an appointment to drop the car off & get a loaner for 9/1.

Turned out my husband had to go out of town unexpectedly and my schedule is odd enough that I had to try to rearrange the timing for dropping off PHLPPR and getting the loaner.  Also, in this time I discovered a 3rd problem with the passenger window dropping down and rattling.   After 2 days of leaving repeated messages for Frank I finally spoke with a (wonderful) young man named Ryan who was able to get Alan (service manager) to approve the change in schedule.  I dropped PHLPPR off on Monday afternoon 8/31 and add the passenger window to the service ticket.  BTW, the loaner is an '08 Silver MCS with sunroof... not quite the same, but enough to confirm that I love Mini's!!!

Late on 9/1 I called Frank to see what the status was.  Now, I'm a nurse and on the floor of the clinic for 12hrs at a time.  Means phone tag when I'm trying to do something like this.  Well, Frank didn't return my calls.  To be brief (if possible for me).  I finally managed to get Frank to return my call.  The message he left basically stated they found no problem with the driver side window, couldn't duplicate the problem with the passenger window and were waiting until the Field Service Advisor evaluated the bonnet on Wednesday.  WTF???  Ummmm, Field Service Advisor?  Wednesday?  for a Tuesday service call to replace/reseal the nozzles and buff out the etching?  Okay, I can understand that taking a few days... but what's with the FSA?

I returned the call, and of course got Franks voice mail.... ARRRGH.  After several attempts I finally got Frank on the phone.  He explained that they could not authorize the repair to the bonnet without the FSA evaluating the "damage".  ARRRGH.  On Thursday I got a call from Frank around 11:00.  He stated that the FSA had looked at the car and they would be sending it over to the paint shop.  That would take "several days".  Okay, we talking several days 2-3 days or several days 5-7 days??  Frank wouldn't even give me a window beyond "several days" but did authorize an extension on the loaner.  At this point I was a bit livid.  I understand "policy & procedure", however I should have been informed of the need for the FSA prior to the service, NOT during.  I will spare you the details of responsibility for THAT little bit of information!

I had a wonderful conversation with Nathan & another sales rep on Wednesday when I went out to extend the loaner.  They allowed me to vent my frustrations about the bad communication!!!  That helped to restore my faith a bit.

I got a call from Frank yesterday explaining that they had already repaired the driver side window, that's why he didn't see a problem with it.  He also explained that they were only able to remove 95% of the etching from the washer fluid on the bonnet. They are offering to repaint the bonnet for me.  At this point I'm very torn.  I'm of a mind to tell them to just order me a new bonnet from Oxford!!  I have less than 500 miles on this car and 95% isn't good enough for me!!!  I am picking PHLPPR up today and will evaluate the bonnet.  Frank said they would give me time to make a decision on the repainting.  A friend suggested that I should just tell them that if 95% is good enough for the bonnet, then they should accept 95% of the total cost 

I'm concerned about future damage on the bonnet from the washer fluid!?  Why did it etch the clear coat so badly after only 2 or 3 uses??  That's just beyond my comprehension!  The passenger side window issue is something that I will just keep taking back to them until they can duplicate it and fix it. 

I have seen where some folks have had issues with service at CF.  I, unfortunately, don't have much option as my schedule doesn't really give me leeway to go to Crown in Richmond.  And believe me, I'm a reasonable person, if I get a decent level of communication.  But I have no patience for lack of communication, refusal to take responsibility for misinformation or missing information, and phone calls not being returned!!!!!

Thanks all for letting me vent!!!  I'm heading to pick up PHLPPR and am so glad to get my baby back!

I agree with Dale almost completely. I had some washer fluid leave what looked like acid rain drops around the squirters. Being a jet black bonnet, it stuck out like a sore thumb. I have some experience here, however. So I used the appropriate compounds, polishes, etc, and worked it out. Now, whenever I use the washers, a rinse of the bonnet soon as I can with clear water seems to help.

 I personaly think the fluid installed from the factory may be a bit more corrosive then the average store brand window washer fluid,as I have seen the same water stain on lots of other MINIs since it first occured with mine. I also would never allow repainting for this issue alone. A repainted bonnet can be done very well by someone who gives a s**t. That would be the area where I might argue with Dale. (This dosen't imply that Dale dosen't give a s**t, I know he's just like me and would except nothing less then the very best finish).

Anyway, the choice is yours ultimately. Dale and I are both in the biz long enough to know what we would or wouldn't do.

Sorry to hear of your problems with the new Cabrio, and you are obviously really in love with it. Completely understandable too    Hoping your  troubles with PHLPPR  get worked out to your satisfaction very soon. I agree with Dale completely in regards to Frank being overtaxed at CF. Back when I got my first Mini in '02 the service was wonderful in every respect, but I think Frank just can't give the same attention to each owner now, as he used to, because of the number of cars/owners that have been coming into the dealership has increased so much over the years. I wouldn't want his job and really think he is trying to do the best that he can. They, (CF) really need to add another service advisor to the staff, or maybe even two. In my opinion it's a shame that CF has let it get this bad and can't see that another service advisor is badly needed in order to keep their customers happy and satisfied with the service that they recieve. I have had issues with service there that I was not happy with at all in the past, and wanted to lay the blame on Frank, but after a cooling down period I saw clearly that he is just overworked and could not give my car the attention that I had expected and had recieved way back when I got my first Mini in '02.  Maybe it's  time we all start being more honest when filling out the survey forms we are given after our cars are serviced at CF Mini  Speaking for myself only, I have wimped out in the past and rated the service as "good" even if I really wasn't really completely happy. Guess I did it because I was just so happy to get my car back that I wanted to get away from there and put the whole ordeal behind me, IE: Happy to give you your Camry back and leave in my Mini     I have expressed my opinions to the CF General Manager about the service in the past on occasion and am wondering...... Good idea or bad ????   If HRMINI members offered opinions about the service as a group, would that be a positive or a negative    I'm guessing it may not be a good idea if we are hoping for some support or help from the dealership with any future events that we may want to organize (sp?) but we really haven't been getting much help/support lately from CF anyway with any of our endeavers. I may be wrong, but to my knowledge the last thing that the dealership did in regards to any type of group participation was last Valentines Day in Feburary. I was there. Most of the planning and events of the day were thanks to Harry Gerwin, and not to the staff at CF.
It's never a good idea to sh%t where you eat, but maybe our club should try to open up a dialoge with the GM at CF Mini and make him aware of our opinions as a group. I don't think CF really considers us as much of a voice in the Mini community because of the casual nature of our group, but we could have a voice there if we wanted to.

Just rambling and venting a little. Any opinions on this topic ?

I sincerely appreciate all the input and comments. 

Again, I have to state that I really am very satisfied with the level of service I received.  It was the communication I had a problem with.  And yes, that all could be a result of Frank being overwhelmed.  I like the guy!  He's friendly and willing to discuss issues, once you connect with him... he's just wasn't very forthcoming with information.  If he had told me from the beginning that the repair would need to be approved by the FSA, I wouldn't have had a problem.  But to only tell me that almost 36 hours AFTER I dropped off the car.....

I received my survey e-mail.  And the note from Frank asking that if I could not rate him a 5 that I contact him to discuss it.  I had a bit of a chuckle at the irony of that....  But I will complete it and return it.

I agree that maybe we need to find a way to open up communication with CF as a whole.  Maybe that's what's needed to help them realized how overwhelmed Frank is.  I realize I'm new 'round these parts, but already am feeling like a part of the family!

As a side note... I think we're pretty much decided to not go with the paint job on the bonnet.  It is VERY difficult to see that 5% and in the end I am hoping to do some artwork there. 

I'm sorry to hear about the unfortunate hiccups that have occured in service. I have been with CF MINI for over 3 yrs now, and I know that customer satisfaction is what keeps people coming back. Sometimes things don't always go as planned. I can't speak for Frank not returning your calls, because when I am over there he is always running around at light speed to get things taken care of for customers. Please understand I am in no way making excuses for him. I will tell you that if anyone has issues with the sales department (me included) or our service department to please let me know. If you don't feel comfortable speaking with Frank or not sure who to go to just give me a call, and I will do everything possible to resolve the issue for you. I strongly believe in the MINI brand and CF; being an owning of 2 of them myself. CF can right what is wrong, just have to give us the chance to fix it! I hope that you will continue to use our service department and that when issues arise that you let someone know. 

Again, please feel free to give me a call anytime here. My name is Nathan DeBaise, for those who do not know, and my number here is 687-3474. 

P.S. Sorry that we have not so cool Camry's as loaners.... I'm not a fan either but you take what you can get...  Maybe I can "accidently" start torching them. 

Nathan, I sincerely appreciate your offer!!  You and the other sales rep (I didn't catch his name) were awesome enough to let me vent the one day I came in.  Over all I was satisfied with the repair itself, it was just the communication (or lack there of) that I had an issue with.  I now know, for the future, how I need to handle it.  

I can seriously understand that Frank is overwhelmed.  I would love an opportunity to see how he would be under less stressful conditions.


I got lucky enough to get an '08 MCS.  Very nice car with sunroof (sadly not a Cabrio).  I know that was mostly because it was my first service, I'm sure next time I need a loaner it'll probably be the Camry.  Just make me appreciate my Phlppr even more!

I can attest to that, currently Regina is riding around in a pretty neat little pepper white Cabrio. We have the Clubbie over at CF to get the new key programmed. (Don't ask)

Hopefully I'll get to motor around in it a bit this afternoon.

After all, I didn't get to cruise in the oh so cool Camry last time, darnit! (NOT!)

I've heard keys cost somwhere around $400.  I had to repair mine on a couple of occasions.  The internal unlock click button on the circuit board came loose.  I had to resolder it.  Happy I saved the $$$.