OPC Service !!!

[Hannu]

Is it me or is good old fashioned customer care / service a thing of the past ?

Let me explain, purchased a 06 997s from a OPC in December 08 with just shy of 28k on the clock. Had a myriad of faults with the vehicle from the off which included the registration plates being fitted at an angle (1/2" drop from one side to the other) and a slight leak from the rear main. The front plate was rectified by drilling more holes straight through the plinth and the front bumper and using self tappers ! that made six holes in the bumper !. I was told the oil leak wasn't significant.

To be fair following a change in management most of the jobs were put right barring a paint defect on the N/S door which I have been told by two OPC bodyshops is a factory fault.

It took the best side of twelve months to get things sorted and as a gesture of goodwill I was offered a discount on the 4yr service which I graciously accepted.

Now we were still waiting Porsche's decision on the paintwork when the car went for service just after Easter and bear in mind that since purchase I have done less than 3000 miles and the rear main was no worse.

So you guessed it the oil leak now can be done and Porsche will pay ! thats great but the problem I have with this is that now I'm asked to pay for a clutch (precaution) even though I have complained about a judder, and the slave cylinder and arm had to be replaced at my cost. If this was carried out when I mentioned it the slave cylinder would have been covered under warranty but maybe Porsche would not have paid for the rear main due to it being close to point of sale !!.

Also the N/S cooling fan was found to be seized, I noticed that on bringing the car back home the O/S fan cuts in all the time and I have never heard it before, I believe that they have carried out a modification on the car making the fans cut in more often and that the N/S fan has not just seized.

In total the bill would have come to over £2500 !!

I wrote a letter of complaint and have just received a reply which is very negative, it says that the rear main now fits the circa and that the modification was carried out before I took delivery of the car !!

Do I expect to much from a £42,000 vehicle ! or even from an OPC ?

Oh apparently Porsche are now favorable to having the paintwork repair but because I complained the OPC have refused to do the work !

Be honest is it me ?????

 

[garyw]

Whilst I would hope that they were polite in their response, a couple of notes I see.

The paintwork, you bought a used two year old car that had covered 28K miles and viewed the car prior?, which you bought..? then you find a paint issue that has possibly been there from new?? For me I think that they even considered it was good response..

I think we all know the RMS and clutch connection... again that they have offered a compromise on the clutch after 28K of use, which I'd accept quite quickly..

The issues with the numberplate fitting are inexcusable, but they did correct it did they not, do you see the holes in the plinth?, again its a used car, so possibly never had just the one set of plates fitted? Different registration numbers would mean different positioning of the screws [&:] we are on about the black plinth behind the number plate and not the bumper??

I heard about an update on the fans too, but poor if they did not spot the seized fan [:'(]

I wouldn't say that you had a fair ride, but some of the things I don't think they were ever going to win on []

IMHO

garyw

 

[Hannu]

Hi Gary,

I will try to answer in turn

ORIGINAL: garyw

Whilst I would hope that they were polite in their response, a couple of notes I see.

The paintwork, you bought a used two year old car that had covered 28K miles and viewed the car prior?, which you bought..? then you find a paint issue that has possibly been there from new?? For me I think that they even considered it was good response..

The paint can only be seen in sunlight its a big stain under the lacquer so it would not have been seen in workshop or showroom. As I say two OPC bodyshops say its original paint.

I think we all know the RMS and clutch connection... again that they have offered a compromise on the clutch after 28K of use, which I'd accept quite quickly.. No offer was made on the clutch ! it was the slave cylinder and the release arm that had worn and to which a contribution was offered. If the RMS was repaired when I pointed this out then the items would have been covered on the warranty.

The issues with the numberplate fitting are inexcusable, but they did correct it did they not, do you see the holes in the plinth?, again its a used car, so possibly never had just the one set of plates fitted? Different registration numbers would mean different positioning of the screws [&:] we are on about the black plinth behind the number plate and not the bumper??
No the screws were through the front bumper ! they replaced the plinth.

I heard about an update on the fans too, but poor if they did not spot the seized fan [:'(]

I wouldn't say that you had a fair ride, but some of the things I don't think they were ever going to win on []

IMHO

garyw

Thanks for your opinion

 

[adrian996]

Hi Bryan. No, it's not you. OPCs are crap. Find yourself a good independent Porsche specialist. Soon.

 

[garyw]

If they are going to let you have the paint done, then possibly speak to the local approved bodyshop and cut out the OPC if you can and they are being funny about it...
Hopefully once all is sorted the car will be what you expected..

I have just paid for antifreeze after another failed radiatior, whilst I could have made noises about if the radiator hadn't failed I wouldn't be needing antifreeze, for the sake of £30 I was happy to have my car road worthy...[]

garyw

 

[Wills]

I'm sure I read on her recently that OPC's replace the clutch on all 997's they take in for resale? as you've only done 3k miles I'm surprised they need to replace it even if it was the orginal one.

This clutch issue is bothering me I mean the 911 is a powerful car but its not that powerful many many cars have simliar or more power and their clutchs last for 80k.

I'm getting close to my first service and have quite a few niggles and faults I want sorting out so they had better not give me any trouble![]

 

[Rotorhead]

It's impossible to generalise.

My experience of OPCs (25 years, 250,000 mls, 15 new and used Porsches) has always been excellent.

Yes, there are also some good independents, but also many that are hopeless.

I do read some negative comments on the internet about Porsche, and I would agree that there are certain areas where they have shot themselves in the foot and really could go on a positive PR offensive. But there are also complaining customers who have unreasonable expectations.

 

[Hannu]

ORIGINAL: oliver

It's impossible to generalise.

My experience of OPCs (25 years, 250,000 mls, 15 new and used Porsches) has always been excellent.

Yes, there are also some good independents, but also many that are hopeless.

I do read some negative comments on the internet about Porsche, and I would agree that there are certain areas where they have shot themselves in the foot and really could go on a positive PR offensive. But there are also complaining customers who have unreasonable expectations.

I would entirely agree with you, The OPC I purchase my Boxster from was more than helpful and I never had a cross word with them. Unfortunately they did not have the model in I wanted at the time.

I take it that I am one of those "complaining customers who have unreasonable expectations! "

 

[adrian996]

It's impossible to generalise.

You're right, but unfortunately for some they only have the experience of using their local OPC and, as in my case and I think Bryan's, it wasn't that reassuring. Undoubtedly, some OPC's will be better than others and if I was willing to drive another 100 or so miles to my next available OPC then I might find that this is the case. But my OPC have floundered and lied to me regarding what they had done to my car, a car that I had saved up money for over eight years to buy. And there, I think, might be the issue regarding some differences of opinion here. In my experience, things that you own will almost certainly mean more to you if they actually belong to you - and not to a bank. If I appear to be being a little harsh towards OPC's it's because my OPC (temporarily) balls'd up my car and then went the extra mile by trying to lie about doing it. So you save up the lions share of £50,000 over eight years to buy your dream car and the people that you trust the most mess it up. Not good. Unfortunately this isn't even a case of 'once bitten', either; this is just one example of just poor and shoddy customer service and workmanship that I thought would be a million miles from what I thought Porsche ownership would be like.

I think that Bryan's point is being missed here and I think that what he's getting at is that he thought that he was entering a whole new level of service and expertise when he bought his Porsche and, unfortunately he's been let down. The fact it's being suggested that he shouldn't make a fuss because he maybe can't see the damage that's been done is, in my opinion, a pretty good example of the sort of level of expectation that we've become used to. For something so completely fundamental as putting a number plate on straight, that is unforgivable. As a sixteen year old Saturday boy in Halfords in the eighties I was putting them on with a bloody spirit level. Why? A few reasons really - I realised how valuable the cars and their appearance were to the customer and, even as non-driver at the time, I realised that the number plate is regarded as the finishing touch to the whole look of the car; and also my boss would have given me a slap if I'd messed it up![] There's a guy up the road from me who's just bought a brand new BMW M6; the bloody number plate is on skew-wiff!!![] It's only about a 6 or 7 mm drop from on side to the other but it completely ruins the whole look of the car. He tells me that he's "booked in" with BMW to get it sorted!!! After just spending circa £70K on a car! I'd have got them to deploy their finest number plate applicator and got him to do it on my driveway![]

Britain was the instigator of the word 'service', whether it was person to person or in fine china or silver we were the best and regarded globally as the best. We now look to America and rave about their service - the customer is king, etc. Good service is something that is so easy to get right and can make such a difference to how we feel as customers.

Incidentally, I called an OPC on Tuesday about a ex-demo 911 that they've got for sale for £64,000. It's beautiful, only has 1,100 miles on the clock and I want it. I couldn't speak to the sales guy as he was 'with another customer'. The receptionist took my details and noted the car that I was calling about.

The salesman still hasn't returned my call.

 

[Wills]

ORIGINAL: oliver

It's impossible to generalise.

Absolutely and it affects all manufacturers I've had great service and very poor service on different days from the same dealership (BMW) and really bad service all the time (Audi) and back to good service (Mercedes) Its my first Porsche but I really do expect much of the same a mixture of good and bad.

 

[Hannu]

ORIGINAL: adrian996

It's impossible to generalise.

You're right, but unfortunately for some they only have the experience of using their local OPC and, as in my case and I think Bryan's, it wasn't that reassuring. Undoubtedly, some OPC's will be better than others and if I was willing to drive another 100 or so miles to my next available OPC then I might find that this is the case. But my OPC have floundered and lied to me regarding what they had done to my car, a car that I had saved up money for over eight years to buy. And there, I think, might be the issue regarding some differences of opinion here. In my experience, things that you own will almost certainly mean more to you if they actually belong to you - and not to a bank. If I appear to be being a little harsh towards OPC's it's because my OPC (temporarily) balls'd up my car and then went the extra mile by trying to lie about doing it. So you save up the lions share of £50,000 over eight years to buy your dream car and the people that you trust the most mess it up. Not good. Unfortunately this isn't even a case of 'once bitten', either; this is just one example of just poor and shoddy customer service and workmanship that I thought would be a million miles from what I thought Porsche ownership would be like.

I think that Bryan's point is being missed here and I think that what he's getting at is that he thought that he was entering a whole new level of service and expertise when he bought his Porsche and, unfortunately he's been let down. The fact it's being suggested that he shouldn't make a fuss because he maybe can't see the damage that's been done is, in my opinion, a pretty good example of the sort of level of expectation that we've become used to. For something so completely fundamental as putting a number plate on straight, that is unforgivable. As a sixteen year old Saturday boy in Halfords in the eighties I was putting them on with a bloody spirit level. Why? A few reasons really - I realised how valuable the cars and their appearance were to the customer and, even as non-driver at the time, I realised that the number plate is regarded as the finishing touch to the whole look of the car; and also my boss would have given me a slap if I'd messed it up![] There's a guy up the road from me who's just bought a brand new BMW M6; the bloody number plate is on skew-wiff!!![] It's only about a 6 or 7 mm drop from on side to the other but it completely ruins the whole look of the car. He tells me that he's "booked in" with BMW to get it sorted!!! After just spending circa £70K on a car! I'd have got them to deploy their finest number plate applicator and got him to do it on my driveway![]

Britain was the instigator of the word 'service', whether it was person to person or in fine china or silver we were the best and regarded globally as the best. We now look to America and rave about their service - the customer is king, etc. Good service is something that is so easy to get right and can make such a difference to how we feel as customers.

Incidentally, I called an OPC on Tuesday about a ex-demo 911 that they've got for sale for £64,000. It's beautiful, only has 1,100 miles on the clock and I want it. I couldn't speak to the sales guy as he was 'with another customer'. The receptionist took my details and noted the car that I was calling about.

The salesman still hasn't returned my call.

Well put thank you, I used Mum's inheritance to buy my dream car and I feel as if I've let her down.
When I was a 16yr old apprentice I used a metal rule to ensure the plates were bob on and then tried to get the screws in the black lettering to hide their appearance. The old addage 'if it looks good' springs to mind

I have found out now that the cooling fan is just showing a fault on the diagnostic equipment, so that could be a connection fault, was told the fan was seized but I now find out it wasn't actually checked. Isn't that a lie ?

 

[adrian996]

I have found out now that the cooling fan is just showing a fault on the diagnostic equipment, so that could be a connection fault, was told the fan was seized but I now find out it wasn't actually checked. Isn't that a lie ?

Thanks, Bryan. I really wouldn't like to say regarding the above and, whilst I can more than appreciate how frustrating things like this can be, I'm afraid that I gave up fighting my corner with OPC's a long time ago. The only outcome for me was mild hypertension and just spending more money on driving the 80 mile round trip to the OPC and back.

I was very lucky to find the indi that I've now had for over four years. What I will say is that the OPC who sold me the car (NOT the one that I'm referring to in the post[]) were found to have not checked the four wheel alignment on my car before I collected it from them. Admittedly, the flowers and champagne were both present and correct - and very enjoyable - but not the four wheel alignment.[&:] All this just resulted in the OPC being found out and them having to foot the bill for two new rear tyres for my car. Bit of an expensive short cut for them, you agree..?

Sorry that I can't be more helpful regarding your fan issue but if you can get a good indi on recommendation then I would go that way so that you can start remembering why you bought a Porsche 911![]

Best of luck.

Adrian.

 

[garyw]

ORIGINAL: Hannu
Well put thank you, I used Mum's inheritance to buy my dream car and I feel as if I've let her down.

[&:] Sorry but why have you let your mum down, do you not actually enjoy actually driving the car?
Sure you have some issues with the car- which seem to be getting sorted, but you're the owner of a stunning car that any parent would be pleased to see their child in.

Whilst I agree that these issues do knock your confidence in the cars, when the car is sorted and you are out enjoying it... then its worth every penny!!

I think we are all shocked at the poor service we receive via the OPC, most of us are sat waiting for call backs- three weeks ago I asked about paddle shift part numbers at one dealership!
Has it ruined the ownership of my car? Hell no...
I had a wonderful OPC experience at Exeter, so as pointed out.. lets not generalise

A good comment said to me by a salesman a while back helps me put it into their prospective... 'Its not a Porsche car- its an asset to be sold and profited from..' [&:]
We have the passion, don't let them burn it..

garyw

 

[spyderman]

ORIGINAL: garyw
... three weeks ago I asked about paddle shift part numbers at one dealership!

Got an email just yesterday from OPC Silverstone that included the following:

Paddle shift steering wheel
from £748.56 (inc. VAT)
Firmly fitted on the steering wheel, the right paddle shifts up through the gears whilst the left paddle shifts down. The new paddle shift steering wheel is a functional and stylish retrofit for your Porsche (PDK models for Boxster, Cayman and 911 only).

I believe for the 911 its £850 inc fitting and VAT. Any help, Gary?

 

[garyw]

Cheers for the update Chris, luckily another OPC was very good in response and provided part numbers and a cost the very next day- once again proving its worth looking around..

garyw

 

[Lancerlot]

ORIGINAL: spyderman

Paddle shift steering wheel
from £748.56 (inc. VAT)
Firmly fitted on the steering wheel, the right paddle shifts up through the gears whilst the left paddle shifts down. The new paddle shift steering wheel is a functional and stylish retrofit for your Porsche (PDK models for Boxster, Cayman and 911 only).
I believe for the 911 its £850 inc fitting and VAT. Any help, Gary?

Exeter OPC will currently give 997 Register a 15% discount and will do the whole job for £732.15 inclusive of VAT.

At present, in this neck of the woods, we are very lucky. Exeter OPC has an enthusiastic Dealer Principal and Service Manager who try very hard for good customer experience.[]

But it hasn't always been so.

Over the years I've experienced incompetence, overpricing and downright deceit - I even instigated legal action against the perpetrators at one stage.

All this had nothing whatsoever to do with the present Exeter OPC. Neither has it ever detracted from the pleasure of owning and driving one of these fine sportscars.

In the old days, you bought a Porsche in spite of the poor servicing! I'm sure the situation has improved hugely nowadays, but may still not be perfect.

As enthusiasts, we know and understand our cars well and use them as they are intended. We are therefore rightly more demanding than those buying them purely for the prestige they bring.

In reality, we get the servicing we deserve. If we're unhappy we should kick up a fuss and one day standards will improve.

The wonderful thing is, we now have this forum to share our experiences. This certainly wasn't available when I bought my first Porsche many moons ago! [&:]

Regards,

Clive.

 

[tscaptain]

ORIGINAL: Lancerlot

At present, in this neck of the woods, we are very lucky. Exeter OPC has an enthusiastic Dealer Principal and Service Manager who try very hard for good customer experience.[]

Most definitely +1 on that observation!

 

[Hannu]

Well for those who may be interested I removed the N/S "seized" fan yesterday only to find it was as free as a bird. Now when the car was in the OPC for service I was contacted and told that following the service they take the car out for a test and leave it running so that the cooling fans run though their cycle, this is when they found the N/S fan to be seized.
Today I took the offending fan back to the OPC, Just to ask the guy who told me it was seized, what do I do now its free running?
Oh no sir just said it wasn't working !!!!
and then he refused to speak to me !
To cut a long story short it now turns out that the diagnostic equipment showed

911 (997) FRONT Fault memory​

8016 Left radiator fan motor

Which could mean umpteen things really !!
Also found out that the workshop controller and the only guy I trust in the place was off when the car was in.
So the advice was put a new fan on, or put the old one back and see how it goes.
Put the old one back this afternoon ran it up before replacing the front bumper (sorry PU) and it clicked in and out when up to temp as I presume it should, not fast or noisy, the O/S fan never kicked in like it did after the service.
So Have I just saved over £550 or was it an attempt to rip me off ?

 

[Lancerlot]

A few years ago, my then OPC rang me to say I needed a new sump pan. [] Cost including labour - several hundred pounds!

It turned out the sump plug couldn't be removed to change the oil - it had apparently "seized"! (Pretty amazing since it continuously sits in an oil bath.) [8|]

I deducted the sump plug had, in fact, been carelessly rounded off, but since it was only the OPC that ever serviced my car, I suggested they should sort it out themselves.

As last resort if all else failed, I muted they could always weld a nut onto the offending plug, then use a spanner remove it. []

Nothing further was heard and no charge was made to me, but that didn't stop me for thinking about laying charges on them! [X(]

Just shows, you do need to be on your guard. [&:]

Regards

Clive

 

[polar964]

Totally empathise with you Hannu.
FWIW IMHO The older we get the wiser we become! through bad experiences unfortunately. Customer service in the UK is cr*p, which ever business you are in. Be under no illusion, just because you pay big money for what many may consider a luxury or self indulgence doesn't always equate to a high quality, high standards and any better level of customer service. Porsche like so many other prestige and performace cars are tremendous feats in design, engineering and quality, only to be let down by a minority of people that could not careless let loose to work on them.
There are good OPC's and independants, the only trouble is they are generally not on your door step.
You enjoy your car and don't let one bad experience put you off