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MINI FLEET & BUSINESS SALES.SERVICE, MAINTENANCE AND REPAIR.

CONTENTS.2Aftersales Corporate Charter. 5Servicing taken care of. 6Stay Connected. 8Our doors are open for longer. 10MINI Pit Stop. 11Our Corporate Customer Service Promise. 12Keep on moving. 13MINI Emergency Service. 14Complete protection. 15In good hands. 16Managing whole-life costs. 17Worry-free first MOT. 18Corporate contacts. 19

WELCOME.At MINI, we understand that a solid Aftersalesservice is just as important as having a greatselection of cars to choose from. That’s why we’vecreated the Service, Maintenance and Repair Guidefor MINI Fleet & Business customers.This guide explains how businesses, and theirdrivers alike, can benefit from our comprehensiveapproach to servicing, maintenance and repair.Covering our key commitments and the manyavenues of support we offer to all customers, italso lets you in on our many methods of keepingdowntime to a minimum.Read on to learn about MINI Teleservices, MINI PitStop, MINI tlc and more. If you’ve any questionsalong the way, check in with the list of usefulcontacts on the final page.Richard PriceBMW Group UKAftersales DirectorSteve OliverGeneral ManagerCorporate Sales3

AFTERSALES CORPORATE CHARTER.To make sure we stay at the top of our game when it comes to providing an outstanding service, we’ve created the Aftersales Corporate Charter.All of our MINI Centres follow it to the letter and are committed to achieving complete satisfaction, through a service tailored to each customer’s needs.207DAYS151Link booking requests will be respondedto by MINI Service Centres within 20 minutes.MINI Service Centre Epyx 1Link informationwill be up-to-date and accurate.When appropriate, a MINI Service Centrecan utilise Self Authority Goodwillto minimise vehicle downtime.Booking requests for service or maintenanceare guaranteed an appointment within sevendays. Any associated costs will be explainedat point of booking and displayed on 1Link.All cars will receive a complimentary washand vacuum after service or repair.Complimentary collection and delivery withina 15 mile radius is provided for serviceand maintenance bookings.**With the exclusion of MINI Park Lane, wherein complimentary collection and delivery will be provided for service and maintenance bookings within a four mile radius of the MINI Service Centre.This does not affect any existing agreements whereby the radius has been extended.5

SERVICINGTAKEN CARE OF.MINI tlc.To minimise fleet running costs, MINI tlc gives you the luxury of goingall-inclusive, with all your servicing requirements fully covered for fouryears or 80,000 miles, whichever is reached first, for just 399.What’s more, all work is carried out by our fully-trained MINI ApprovedTechnicians using only Genuine MINI Parts, which come with a two-yearunlimited mileage warranty.MINI tlc SERVICES – WHAT’S COVERED.Engine oil change including oil filter.Vehicle check plus standard items.Service/replacement air filter.Service/replacement fuel filter.Service/replacement micro filter.Service/replacement spark plugs.Service/replacement brake fluid.6

THE BENEFITS OF MINI tlc.Fixed cost/inflation-proof servicing.Full service history verified by a MINI ServiceAuthorised Workshop.A fully transferable package, which could enhanceresale value.Genuine MINI Parts fitted by MINI Approved Technicians.MOT Protect is included for the vehicle’s first two MOTs(see page 18 for more information).7

STAYCONNECTED.MINI TELESERVICES.MINI Teleservices enables connectivitybetween MINI and the car itself. This intelligenttechnology triggers an alert if the battery islow, if maintenance is required or if a serviceappointment is coming up.What’s more, an instant connection withRoadside Assistance means help can soon beat hand, should it ever be required. As a result,drivers can enjoy greater peace of mind whilestaying focused on the essentials.8

The following services are part of MINI Teleservices:AUTOMATIC MINI TELESERVICE CALL.When a maintenance appointment is on the cards, all service-related datacan be sent directly to the leasing company. This will provide accessto the complete service requirements and will allow for appointmentsto be booked with a MINI Centre.MINI TELESERVICE BREAKDOWN CALL.Drivers can rest assured that in the unlikely event of a breakdown, they’llbe able to get in touch with Roadside Assistance at the touch of a button.This function analyses key information about the vehicle’s condition andsends this to the people who’ll be able to help.MINI TELESERVICE BATTERY GUARD.MINI Teleservice Battery Guard keeps an eye on the car’s battery aroundthe clock, and triggers an alert should it fall too low.9

OUR DOORS AREOPEN FOR LONGER.EXTENDED OPENING HOURS.We understand that time is precious, so most of our MINI Centres haveextended their Service Department opening hours to fit around thebusy working week. Now, it will be even easier to make the most of ourfull range of services such as MOT testing, tyre checks and servicing.So, our participating MINI Centres can be even more flexible whenbooking appointments for work to be carried out.MINI UK TECHNICAL SUPPORT.While all our MINI Centres are well prepared to resolve any customerissues, there may be times when a little extra support from the MINIUK Technical Office is needed. To ensure maximum support andminimum vehicle downtime, this office is now open for longerduring the week and all day Saturday too.

MINI PIT STOP.JUST THE TICKET.AND JUST THE 90 MINS.Designed for busy lives, MINI Pit Stop lets driverscheck their car in for a service or maintenanceappointment that will get them back on the roadwithin 90 minutes. Cars are back where theybelong as soon as possible, and drivers can enjoyfirst-class hospitality and high-speed service handin hand.After a car is booked in on one of the earliestpossible appointment dates, without the need fora loan car, our MINI Approved Technicians areable to carry out a range of tasks in just 90minutes. This gives customers enough time toenjoy complimentary refreshments, make themost of the free Wi-Fi or even test drive oneof our latest models.11

OUR CORPORATE CUSTOMERSERVICE PROMISE.CUSTOMER SERVICEYOU CAN RELY ON.Our team of Corporate Customer Service Managers (CCSMs) is onhand to make sure issues needing special attention are resolvedwith speed and efficiency. They’ll respond to written communicationin 48 working hours, and will work directly with MINI Centres toinvestigate issues thoroughly. See page 19 for CCSM contact details.OUR CORPORATE CUSTOMER PROMISE. We’ll make sure that all telephone calls are answered promptly,with an option for you to leave a voicemail We’ll make sure that voicemail or callback messagesare responded to within two working hours We’ll make sure that all emails are responded to by closeof business if they’re received before 12pm, or by 12pmthe following working day if they’re received after 12pm We’ll respond to any goodwill requests, which fall outsidegoodwill self-authority parameters, within two hours12GOODWILL SELF-AUTHORITY.You’ll be aware that all new MINIs are sold with a three-year unlimited mileagewarranty in the UK. However, you may not know that after three years our MINICentres are able to authorise goodwill gestures on behalf of MINI CustomerServices. What this means is that they are able to cover the cost of post-warrantyrepairs, when appropriate, so vehicle downtime can be reduced. These goodwilldecisions are assessed on a case-by-case basis.

KEEP ON MOVING.We’re committed to reducing driver downtime and speedingup the repair process. To make sure parts can be available atthe drop of a hat, we’ve invested in a new warehouse in Pineham,Northamptonshire. This 56,800 square metre premises housesover 65,000 parts and can deliver to three satellite distributioncentres on a daily basis. In turn, MINI Centres can receive up tothree deliveries a day – so it’ll never be too long before the rightpart is on its way.GlasgowTHE BENEFITS OF USING RETAILERMETRO DISTRIBUTION CENTRES.Increased customer satisfaction.Reduced vehicle downtime management.Reduced reliance on loan cars.Reduced repair costs.LiverpoolRetailer MetroDistribution Centres.BMW Group UKRegional DistributionCentre, Pineham.NorthamptonLondon13

MINI EMERGENCYSERVICE.MINI Emergency Service is there to take the stress outof being involved in a breakdown or accident.With 20 fully-liveried BMW Group Customer Service cars,complete with winter wheels for when the weather’s bad,our MINI Trained Technicians are able to respond to call-outsquickly and efficiently. Our emergency team also extends to 85support vehicles and over 300 recovery operators, meaning wecan deliver a five-star service and successfully repair the vastmajority of cars at the roadside.In the event that we’re unable to immediately repair a vehicleusing the latest MINI diagnostic equipment, or if a MINI is out ofaction following an accident, we’ll recover it to the nearest MINICentre. Then we’ll provide a replacement BMW Group brandedvehicle, where possible – so drivers can stay on the move.14

COMPLETE PROTECTION.CONDITION BASED SERVICES (CBS).NEW CAR WARRANTY.All new MINI models feature Condition Based Services (CBS), the nextstep up from the innovative MINI Service Interval Indicator. Each car willmonitor fluid levels, wear and tear and the status of important components,and will inform drivers via the Info Display in the cockpit if anything needstheir attention. The service status can also be checked at any time, too.Every new MINI is protected by a three-year unlimited mileage warrantywhich safeguards it against (almost) every eventuality. If repairs are needed,these will be carried out by any of our MINI Centres. You’ll be pleased to knowthat MINI Emergency Service cover is also included for the duration.15

IN GOOD HANDS.MINI TRAINED TECHNICIANS.GENUINE PARTS.We train our MINI Technicians to the highest standards so they arealways best equipped to work on our range. Each one is educated at theBMW Group Academy using dynamic methods that bring out the best inthe individual. By nurturing skills and knowledge, we’re able to deliverexceptional levels of customer service.It’s good to know that our MINI Trained Technicians only ever use GenuineMINI Parts when carrying out maintenance and repairs. A lot of thought andexpertise goes into every single one of the 20,000 components that typicallymake up a MINI, so you can rest assured that our cars will keep their uniquecharacter, inside and out.The BMW Group Academy builds on our technicians’ natural strengths byproviding a clear path for career development through Technician, Seniorand Master levels, all of which are underpinned by The Institute of theMotor Industry (IMI) accreditations.16

MANAGING WHOLE-LIFE COSTS.SERVICE, MAINTENANCEAND REPAIR WEBSITE.So that you are able to analyse and manage the whole-life costs of the carson your fleet, we provide a Service, Maintenance & Repair (SMR) platformfor leasing industry professionals.This web-based platform gives you easy access to SMR analysis andinvoice validation, so you can have a clear view of service pricing.It’s regularly updated with details about our latest models and alsocomes with a support function in case you have any questions.CORPORATE SERVICE ONLINEBOOKING SYSTEM.MINI appreciate that time is a precious commodity for everyone duringtheir working day, so a system has been developed to significantly reducethe amount of time it takes to book a car into a MINI Centre for a service.The system allows lease companies the ability to book cars directly intothe workshop calendar at your preferred MINI Centre and so, in one easyinteraction, the booking can be completed and confirmed to the driver.This reduces the booking process to a few minutes rather thanthe average three to four hours it generally takes.17