12 replies to this topic

[Great White Northern Mini]

Good day fellow Mini lovers!

I would just like to open a discussion regarding the customer service of the company Minispeed in Byfleet, as I have just had my first experience with them VIA online ordering.

I would like to share my experience without pointing out my personal opinion, that way a fair, unbiased voice of opinion can be shared and will encourage people with both good, and bad experiences to also share their thoughts.

My experience is as follows:

I went online on February 20th of this year, and ordered a supercharger kit from the Minispeed website. With the shipping charges, the whole packet was around £1400. Great. Received an email almost immediately and my credit card was charged the next day.

After a week or so, I still hadn't heard anything, no tracking number or verification of shipment. Hmm? So, I phoned and spoke to a very nice lady who let me know that the kit has to be built, so it will be a couple weeks.

I figured at that point, like other companies I have dealt with, they should point out on their site that the product is a special order item and is subject to some production time. However, since it was only to be a couple weeks, I was happy to just be patient.

Fast forward to six weeks later, now seven weeks after the initial purchase.

I call back to Minispeed anticipating that something has gone wrong. This time I speak to the same lady (very polite indeed), and she informs me that it should be done in a couple weeks. I agree that that should be fine, as I am not in a rush.

This process repeats itself every two or three weeks, until we arrive at the four month mark.

Yes, four months, after being promised two weeks initially, I finally receive my package.

I should also like to add, that I had also very specifically and on each and every phone call to Minispeed, asked them to mark the package "Classic and Antique Car Parts Over 25 Years" so that I would not be incorrectly charged duty. (In Canada car parts are subject to duty, but not vintage car parts). They did not, and I will be getting a bill for an additional $275 CAD for duty.

When I opened the package, I found several damaged gaskets, a bent carb needle, and a dinged pulley which were related to how the components were packaged.

I emailed Scott at Minispeed and included photos to show him the damage, and politely inquired as to how he would like to proceed.

After hearing nothing after three days, I phoned to speak to Scott personally.

He assured me that he had received the email, and that he would be sending me new gaskets and needle. I said thank you, and left it there.

A week later, still nothing.

At this point, I have emailed Minispeed letting them know that I am no longer willing to be patient, as it has now been five months, and I still cannot use my kit.

That was over a week ago, and still no response.

I will be buying the components I need to finish the job including the gaskets which were damaged, from Mini spares, as they have, several dozen times, been nothing but perfectly efficient and great to deal with.

I would also like to say that I have dealt both with Somerford Mini and Huddersfield spares, and had no issues, and that my entire experience with Minispeed has always been a polite one, so Bravo for that.

On that note, what kinds of experiences, good or bad, have you had with Minispeed?

[Mini-Mad-Craig]

It seems these days that these companies almost don't want our money. The quality of parts, and the customer service is frankly pathetic. The turnover times you can sometimes forgive, but when you're lied to time and time again over shipment dates and when your product will be ready it's not a laughing matter any more.

 

On a car which is getting thin on the ground you'd think these companies would look after their customers to keep us coming back, they rely on US to make their living... we let them get away with stuff like this because we are kind decent people but sometimes we need to realise they're taking us for a ride.

 

I'm sure if you ordered in a store and had the same response, you'd say okay, enough is enough, I want my product now or money, (at which point, often in Minis, more lies are strung along the way and an item far inferior to that of what you paid for has been bodged together to 'get out you out of their hair'. Being over seas probably didn't help, with everything being in the clouds these days it's far to easy to string people along.

 

They need to sort it out, it's pathetic.

Edited by Mini-Mad-Craig, 07 July 2014 - 07:12 PM.

[geoff-d]

I don't use them because they take your money saying nothing about items NOT in stock. :-(:-(. Used them a couple of times & there was problems every time. it's Minispares for me every time :-)

[Jordie]

To be fair, ive had stuff from them with no issues at all. Even upgraded postage for me when I needed the items quicker than i originally anticipated. Fair enough these were standard items, nothing special order. I have found scott and the company very helpful.

 

If you would like, I can email Scott on your behalf and see if we can resolve this for you.

 

People/Companies make mistakes from time to time, how they sort it is the true sign of customer service.

[geoff-d]

To be fair, ive had stuff from them with no issues at all. Even upgraded postage for me when I needed the items quicker than i originally anticipated. Fair enough these were standard items, nothing special order. I have found scott and the company very helpful.

 

If you would like, I can email Scott on your behalf and see if we can resolve this for you.

 

People/Companies make mistakes from time to time, how they sort it is the true sign of customer service.

Agreed

& they don't keep doing the same mistakes

Edited by geoff-d, 07 July 2014 - 07:36 PM.

[will_]

Sounds shocking. I myself have used mini spares a fair few times with absolute no problems. Sounds like mini speed have got a bit too big for their boots ?

[Tamworthbay]

I phoned three times about prices on a set of Yoko tyres and got nowhere so gave up. Went to Minits in Coleshill and had them the same day. That was a while back so they could have changed since then.

[sonikk4]

I will ask only members who have had direct contact with Minispeed and their products / services etc to comment on this thread please. We need to keep this as fair as possible.

[IainStallard]

I purchase many things from them and have built up a good relationship over the past year as they are one of my local mini shops. Admittedly they can be terrible at keeping an eye on stock levels though but they are very friendly in person

[dolph]

A couple of months ago i ordered a load of panels over the phone describing the parts and qouting the correct part numbers as i had checked all of the suppliers for the best prices (in the end i used minispeed due to the 12.5% heritage discount).

They sent the wrong parts so i had to pay postage to return them and postage again for the correct parts. Over £30 in total

 

I was promissed a discount of future orders. so i gave them one final chance as i needed another load of panels for the clubman. wrote a long email clearly describing the parts so they couldn't ******* it up again.

Got no response from them so used m machine and will be doing so for future orders

 

Shocking service from minispeed

[Stiggytoo]

In my ever so slightly biased opinion, Minispeed are great for those little things that you'll undoubtedly need during mini ownership. They usually have a good supply of stock, but if they don't have something on the day more often than not they will order the bits in. 

I believe they are the cheapest supplier of heritage panels and have plenty on the shelf ready to go.

 

The problems come when they have multiple projects on the go and nothing turns up for them to work with.

 

 

 

 

 

 

 

 

 

 

And also the other stuff people have mentioned.   

[Mrpeanut]

I think they're brilliant. Bought a job lot of engine bits at Brighton last year. They didn't have all that I wanted and were happy to supply the rest after at show prices, plus a little tmf discount on top.

I bought a reground crank off them at Brighton this year. I then had a change of heart as I wanted one with less taken off it. They were happy to change it, and the bearings. While I was there they polished it ready to fit (it had been hardened) all as part of the service. Can't fault that.

While I was there I put the mini on the rollers. Did a good job, and very friendly.

As much as I like Minispare I find that certain staff members are less knowledgeable than others. Minispeed are a little more consistent in my experience.

Edited by Mrpeanut, 08 July 2014 - 08:22 AM.

[AVV IT]

I've had nothing but good experiences with Minispeed. I've had a couple of instances where parts they've supplied have been faulty and on both occasions they've been quick to send out replacement items the same day. Scott from Minispeed is also member here and always seems to try and resolve any problems that come to light on threads here.