TIS Service Bulletin

SI M01 09 14
Warranties

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June 2018
Warranties

MINI MOTORER OBSESSION: NON-REPAIR “MOTORER”
GOODWILL INITIATIVE
New information provided by this revision is preceded by this symbol

.

This Service Information bulletin supersedes SI M01 09 14 dated May 2018.
What’s New:
• The first 36 months of ownership for eligible vehicles was clarified
• A graphic was added to the How to Use The MINI Obsession Program section

MODEL
All
SHORT OVERVIEW
When administering the MINI Motorer Obsession program, please keep in mind the following:


Customer compensation must always be in response to a customer complaint.

For example:
o A dirty car is returned to the customer, excessive delay in repair due to late part(s); customer not informed
that their car is not ready, and so on.


When determining the type of compensation to use to restore the customer’s faith in the MINI Brand,
please keep in mind the compensation should be proportional to the issue that caused the customer’s
dissatisfaction in the first place.

o Please see the guidelines in the “How to Use the MINI Motorer Obsession Program” section of this bulletin.



You should rarely use the maximum amount, possibly once or twice a year at most.
MINI USA reserves the right to suspend a dealer from this program if it is used excessively or
inappropriately.



MINI USA reserves the right to change or cancel this program without prior notice.



Budget guidelines for this program are being developed for use in the future.

INFORMATION
MINI USA continues to provide you with the opportunity to use non-repair goodwill to help build loyalty to your
dealer and to the MINI brand.
When a customer is inconvenienced, it not only affects the MINI brand, it also affects your dealer. To assist you
in handling these situations, MINI is extremely pleased to offer MINI Motorer Obsession!

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MINI Motorer Obsession is in addition to the set of tools provided by MINI USA’s Customer First commitment.
MINI Motorer Obsession provides you with unique opportunities to truly impress your customers and create a
significant moment in their MINI ownership experience.
During the first 36 months of ownership for eligible new MINI vehicles (as determined by the original inservice date), please use the Motorer Obsession program to provide any of the following:
1.

1. Dinner, flowers, vehicle detailing service, a vehicle pick-up and/or delivery service, or anything
necessary to show our customers how we appreciate them; and/or

2. MINI Motoring Gear; and/or
3. Approved MINI Motorer Accessories; and/or
4. Lease payment (ISG process is not required)
The goal is to simply exceed our customers’ expectations and restore their faith in the MINI Brand.
Area Manager (AM) “Field Authorization” (FAS) is not required.
Let’s show our customers just how much we care about their happiness and appreciate them for being part of
the MINI Motoring family.
MINI Motorer Obsession is discretionary and not an obligation. The decision to participate requires good
judgment by the Service Advisor and/or Service Manager, Sales Manager, and General Manager.

ELIGIBLE VEHICLES
Eligible vehicles are:




“New” US-specification MINI vehicles distributed in the United States (including Puerto Rico) by MINI
USA, a division of BMW of North America, LLC (“MINI USA”), and that have been delivered to a
customer.
“New” US-specification MINI vehicles that were sold through the “Military Sales” programs that have
returned to the United States or Puerto Rico.

HOW TO USE THE MINI MOTORER OBSESSION PROGRAM

PROCEDURE
For “Eligible MINI Vehicles,” the Motorer Obsession program is available for your dealer to use during
the first 36 months after a new vehicle delivery (as determined by the original in-service date).
The MINI Motorer Obsession program allows cumulative “non-repair goodwill” in an amount that cannot exceed
a total of $500.00 per VIN.

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

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Any goodwill offer exceeding this limit falls outside this program and may not be claimed. Consult with
your Area Manager for other goodwill consideration.
Your claim comments must clearly explain:

1. “What” the specific customer complaint is. (i.e. Customer dissatisfied with the long wait time to get vehicle
serviced).
2. “Why” the non-repair goodwill is being offered. (i.e. Customer is a multiple MINI owner).
3. And itemize “What” is being claimed. (i.e. Customer given tickets to a local theatre to restore faith in the
dealer).









This Motorer Obsession allowance is not to be used to close new car sales deals. The goal is to build
loyalty with those customers who are committed to the brand.
MINI Motoring Gear given as compensation should be signed for by the customer on the repair order.
If a lease payment is given as compensation to the customer, a copy of the customer’s check must be
retained in the vehicle file.
Pre-Paid Debit / Credit Cash Cards (Gift cards for products or services, for example, restaurant, spa, etc.)
are acceptable. Please make sure to retain the receipts in the vehicle file.
A repair order must be opened, and all relevant documents attached to substantiate the amount claimed
under Motorer Obsession.

For the “Motorer Obsession” line item, no corresponding punch times or key read will be required to support the
claim submission. However, if the repair order also contains vehicle repair work, all punch time and key read
policies still apply to those line items.
If claims are submitted under this program, please do not submit any authorization requests for the same
expense to your Area Team under the standard goodwill program.
The following vehicles and items are excluded:


Vehicles in MINI dealer inventory or the inventory of any other non-MINI sales location



New vehicles owned by other MINI dealers



Vehicle repairs (current or previously performed)



Vehicle repairs covered by any service, maintenance program, or contract



Vehicle damage or repairs which should be covered by the vehicle owner's insurance



Reimbursements for previously processed repairs or refused warranty claims



Comebacks/ineffective prior repairs



Paint or body work



Initial towing of a MINI vehicle into your dealer



Cash payments

Claims submitted under this program are subject to audit.

WARRANTY INFORMATION
Reimbursement for the MINI Motorer Obsession, as outlined above, will be via normal claim entry utilizing the
following information:

Vehicle’s Current: Age/Months*

Month 1 to Month 36

From Month 37 and Older

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MINI Motorer Obsession Defect Code

85100253NA

Not available

*A vehicle’s Current Age (mth) is provided in the DCS Warranty Vehicle Inquiry under the section for
Warranty/Maintenance Programs/Contract Services (Administered by BMW NA) in column seven.
A. For lease payments, dinner, flowers, vehicle detailing service, or a vehicle pick-up and/or delivery
service, etc.

Sublet Code 4

Up to the MINI Motorer Obsession program’s
maximum allowance

Sublet amount

Invoice these items at their actual cost with no handling or markup. The sublet amount claimed must also
include any discounts.
And/or:
B. MINI Motoring Gear

Part Number

Description

Quantity

MINI Part Number(s)

MINI Motoring Gear

As applicable

C. Accessories for Motorers

Labor Operation:

Labor Allowance:

Description:

Refer to KSD2

As applicable

Installation labor for accessories when
applicable

And:

Part Number

Description

Quantity

MINI Part Number(s)

Accessories for Motorers

As applicable

Invoice the MINI Motoring Gear and Accessories for Motorers items (B and C) at your dealer’s established
“goodwill claim” reimbursement rate unless otherwise required by State law.
Please Note: MINI USA reserves the right to change or cancel this program without prior notice or to
remove any dealer from the program for failure to follow the established guidelines.
Posted: Wednesday, June 27, 2018
[ Copyright ©2018 BMW of North America, Inc. ]

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