Doing the Right Thing
March 3, 2015
I have taken my '09 Clubman S to MINI of Knoxville for service since I bought the car. I recently had a battery die on my and, when I took it in for service, asked them to also check the engine as it hadn't been running quite right. The engine failed the test for carbon deposits. This car, with 45,000 miles on it, had already had to have the engine heads blasted to remove carbon deposits three times previously. I asked the service rep to speak to the service manager, David, about giving me some consideration on the blasting work, which costs about $1100, since it was obviously a recurring problem. My warranty had expired last year, although the car was still under an extended maintenance agreement. Amazingly, David agreed that he would pick up the carbon blasing work under warranty work, even though the warranty had expired. I've never had an experience at a car dealer where they did what was right, not what they were required to do. I can't say enough positive about MINI of Knoxville and their perspective on how to win and keep loyal customers. They have my lifelong appreciation.