00 04 19_PROCESS FOR NOTIFYING MINI USA OF SAFETY-RELATED COMPLA... Page 1 of 2

SIB 00 04 19
PROCESS FOR NOTIFYING MINI USA OF SAFETY-RELATED
COMPLAINTS
MINI USA relies on MINI dealer service personnel and their market teams for timely
notification of safety-related complaints and claims. If the MINI dealer receives a complaint
or claim that an alleged defect in a MINI vehicle was alleged to have caused personal injury
or property damage, please escalate the matter to MINI USA via the protocol listed in the
Procedure section.

Procedure
1. The Service Manager, Service Advisor, or Shop Foreman collects basic information
about the incident from the customer, including:
• Customer name, address, and vehicle information, including selling and servicing
dealer(s)
• Description of the incident
• Date, time and location of incident
• Severity of vehicle damage (if any)
• Severity of injuries (if any)
• Vehicle location
2. Once the above information is collected, the matter is reviewed with the Aftersales Area
Manager (AAM) or Technical Support Engineer (TSE).
3. The AAM or TSE will prepare a Customer Information Sheet (CIS), if appropriate, and
submits it to MINI Customer Relations and Services within 24 hours of notification of the
complaint.
Under no circumstances should a customer be asked to complete and/or submit a
CIS.

Until MINI USA Customer Relations contacts your dealer, please do not:
•
•
•
•

Perform a diagnosis
Attempt a repair
Promise an inspection or resolution
Offer opinions, explanations or admissions

4. Upon receipt of the CIS, MINI USA will assign a Customer Relations Representative to
review the alleged safety complaint for a possible investigation.
5. Once the review is concluded, MINI dealer service personnel and the applicable MINI
USA field team member(s) will receive an email with the name and contact information of the
assigned MINI USA Representative.

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5/1/2019

00 04 19_PROCESS FOR NOTIFYING MINI USA OF SAFETY-RELATED COMPLA... Page 2 of 2

For the duration of the investigation, the MINI USA Customer Relations Representative is
the sole point of contact for ALL matters related to the complaint or claim. All
questions regarding the status of the investigation should be directed to the representative.

Alternate Transportation: MINI USA may offer a rental while the investigation is ongoing.
Please contact the Customer Relations Representative for approval.
• If the rental is approved and the inspection is completed, the rental charges should be
added as a separate line item to the repair invoice and submitted to the CR
Representative for processing

Note: At the discretion of the MINI dealer, an Aftersales Mobility Program (AMP)
vehicle may be provided to the customer in lieu of a rental.

Attachments
1. Customer Information Sheet
Supporting Materials
picture_as_pdf M000419 Attachment 1 Customer Information Sheet.pdf
© 2019 BMW OF NORTH AMERICA, LLC. ALL RIGHTS RESERVED

https://tisnet.bmwgroup.net/

5/1/2019

Attachment 1 to M000419

April 2019

Customer Information Sheet
Please Send Completed Form to:
[email protected]
Region: Please Select Eastern
Your Name:

Date Notified:
Notified By:

Customer Information:
Customer Name:

Preferred Phone:

Address:

Alternate Phone:
Additional Contact Information:

Vehicle Information:
VIN:
Model:
Selling Dealer:
Servicing Dealer:
Center Contact:

Model Year:
Mileage:
Selling Dealer Code:
Servicing Dealer Code:
Center Contact Phone:

Incident Information:
Date and Time:
Location of Incident:
Vehicle Damage: Please Select None
Vehicle Location:

Description of Incident:

Fire Report:
Police Report:
Injury Reported: Please Select Yes
Nature of Injury:
Loaner:
Rental: