Complaint to Porsche GB about an OPC

[plherbert]

Could anyone on here be able to asssit in directing me to a contact at Porsche GB Reading to escalate a complaint not being handled correctly by an OPC. Last week I took delivery of an approved used 997, and let's just say it's not been anywhere near to the standard that I expect from Porsche.

 

[Bear911]

Easy to say for I tend to get worked up.
I would list all the faults/problems you have then speak to the Managing Director at the OPC to book an appointment with him/her.
However if you are hacked off (I would be in your situation) ring Reading and get into their ribs - 0118 930 3911

Peter

 

[JCX]

I guess you have BUT have you already taken up your issues with the OPC who supplied you? What are the issues you are experiencing? You may keep your powder dry on naming the dealer if you prefer.

 

[plherbert]

Although there are a number of minor issues, my main issue centres around the condition of the paintwork on the bonnet. I made it clear to the dealer on the day that it was unacceptable and they agreed in writing there and then to cover the cost and for me to have it resprayed to Porsche standard at my local OPC, due to the dealer I bought it from being approx 400 miles away from home.

I have been to two other local OPC's who have clearly stated that the wings and bumper need respraying in order the colour matches and finish the car to Porsche standard. Needless to say the quote for the work is much more than they were anticipating and our stating they will only pay for the cost of the bonnet respray.

I have give them both barrels in writing and am awaiting their response. I realise they need an opportunity to reply and resolve however, what I've realised is that there appears to be some variation in standards of an approved used vehicle from an OPC depending on whether the dealer is Porsche owned or a franchise. This is something I find unacceptable, buying a Porsche from an OPC should be consistent across the world.

 

[Bear911]

I fully agree with you.
The matter should be resolved quickly and to your satisfaction
In the scale of things within Porsche UK I would have thought they should collect your car, correct the paintwork and [] = a satisfied customer
Seems logical to me

 

[JCX]

I have collected a few cars over the years and suffered a less than expected quality of handover. In every case when buying from a main dealer the issues were resolved to my satisfaction with great humility on the dealers part. They adopted a 'bigger picture' view. Two were Mercedes and another was Porsche. I have also had 'less than' experiences from many 'private' dealers and in most cases they failed to really make amends as they were too busy counting the pennies with their narrow view of the deal.

in your case I think their agreement to paint the bonnet can be taken as agreement to make good on the defective paint. Any knowledgeable and diligent professional will know that to paint the bonnet you need to blow in the wings. That is an integral part of the std process for painting the bonnet.

Stand firm, but give them a chance to make good. And be nice. As hard as it may be in the circumstances, it's easier for them to try harder if they like you.

Good luck. Pls keep us posted on your progress.

 

[Gordon Attar]

OPC standards are meant to be the same irrespective of whether they are a franchise or Porsche owned. I've found from experience that Franchise are usually better.

Remember that most OPC's sub contract their paint to external 3rd parties so you don't need to use them as they are not always the best anyway For instance I acquired a 996 turbo last year with a 3 year old OPC front end paint job that had hundreds of micro blisters in it (which were due to poor prep) They weren't interested as it hadn't been in for its annual paint check up.

I would suggest you give them a deadline to rectify or you'll find an alternative paint shop.

 

[Chrism1820]

I had a similar issue when I bought my Cayenne from an OPC, when I viewed the car the dealer walked around it and pointed out all the paint areas that they intended to correct to meet the "Porsche approved" standard, when I collected the car there was a 2" scratch on the rear quarter, it was agreed that this would be corrected and I should take the car to my local OPC as it had to be corrected by an OPC to validate the paintwork. My local OPC was 200 miles away from the selling dealer, so started the battle!!!
As soon as I took the car away the selling dealer lost interest, my frustration forced me to the dealer principal who also tried to avoid the issue, what didn't help was the fact that a couple of hundred pound repair was over three times that at my local OPC.
After many emails and threats of legal action I finally got the work done, only my perseverance got the work completed, this left me with a real bitter taste of what should have been a great experience.
My advice is to get to the highest management at the dealership and bombard them with requests for action with timescales attached, the threat of legal action usually gets a reaction too.
Good luck and be persistent.

 

[plherbert]

Hopefully making some headway with the dealer. I haven't as yet been in touch with Reading, but surprised there hasn't been any follow up customer survey as a matter of course so far. The issue specifically with the paintwork has taken quite a bit of the shine off the experience I have to say. Nevertheless very impressed with the motor. I'll update as and when it's resolved, thanks for the info so far.

 

[plherbert]

Pleased to say the support and assistance from Porsche HQ at Reading has been very good. Organised a BMW courtesy car straight away and a lovely lady has owned the issues and thankfully all should be brought to a conclusion on Monday.

The supplying OPC have agreed and swallowed the cost for a full front end respray, something that should have been done in the first place as this what I was advised had actually been done to the vehicle prior to agreeing the sale. All the bodywork has been completed by M&A coachworks in London and the bill sent north, HQ have done a great job of liasing with my local OPC at Hatfield, probably helps it being part of the retail group and helped foster a working relationship which is great.

Hopefully I can now get on with enjoying my motor.

 

[JCX]

Fab news. Well done.

 

[GeoffB]

Well done, how sad they gave you a bmw to use. Not the same as driving the Porsche

 

[JCX]

Well done, how sad they gave you a bmw to use. Not the same as driving the Porsche

Ouch! Depends on the beemer ;-)

 

[GeoffB]

Really ! Bet it was a rep mobile
why would any manufacturer give another companies cars? Unless of course they know their products outshine the opposition??
If you buy a Porsche its because you want to drive one so would expect a minimum an OPC would supply its own product as replacement.

 

[tigertrout]

My porsche has been back into porsche reading a few times and so far i have had a golf diesel and last time because they had no cars avaiable i had an e class merc from enterprise.

 

[plherbert]

Just to add some perspective on the courtesy car, clearly I would prefer to be driving a Porsche courtesy car, but in my experience having had a Porsche 10 years ago, I seemed to remember most OPC's would run a fleet of premium marque vehicles, Audi, BMW, Mercedes etc. My situation was a little unusual as my local OPC ultimately were simply putting me in touch with M&A who ran some Fiesta's which initially I used, upon lodging my complaint with Porsche GB, they immediately used the Porsche Assistance arrangement they have with Enterprise rent a car and swapped me into a BMW 520d. To be honest this is something I can't fault. Despite not driving a Porsche, I was more concerned in getting my car to the standard it should have been in when I bought it.

I'm pleased to say all sorted now, a couple of minor warranty anomalies which are work in progress but getting there.