Porsche Centre West London

[evoke]

Useless and incompetent. I booked my car in for a service and a replacement windscreen. I made the booking over a month ago and their service department called me as late as last Friday to check my chassis number to ensure they had a windscreen in stock!

I called them last week to get the courtesy car details and they said I was not on their list to be given a courtesy car even though I stipulated this in the booking I made over a month ago. Eventually they managed to find a courtesy car.

I went in yesterday morning (Monday) to hand my car over and waited just under one hour to get the courtesy car. No offer of tea or coffee. No checking for damage on my vehicle or the courtesy vehicle. Virtually no fuel in the courtesy vehicle.

I was told that they would call me today (Tuesday) afternoon to let me know that my car was ready. I've just called them and they told me that my car would not be ready today! Apparently the windscreen that they got from Reading was cracked. No calls to let me know all day. I had to call them.

I will not be able to collect the car until Friday as I am going away for a day. They then tried to get their courtesy car back off me and offered to pay taxi fares from the dealership to my home!!!

Is this acceptable customer service from an OPC?

 

[Andrew Killington]

No - it also seems to me that the new Member Benefits Director could start working on a minimum standard charter for all OPC's; what's the point of the add-ons if the basics aren't being competently delivered.
As well as guaranteed minimum standards my limited observations/phone calls/dialogue with other owners have found differing standards of customer care/aftercare to different customers which is worrying.
This type of incident is certainly not restricted to Porsche; I have moved the servicing of my TT to another Audi dealer for similar reasons to your horror story.
I feel that the post of Member Benefits Director could really add value; PCGB it's a crucial role
Andrew

 

[Rodney Naghar]

That is totally useless. I booked in my Boxster at OPC Staples Corner 2 days in advance for a major service (48k), they picked up the car, first thing, delivered it back the next day, spotless inside and out. Then called me three times in the following weeks to find out if the service met my requirements, and in what way they could improve the service.

 

[daro911]

ORIGINAL: rumba

Useless and incompetent.

Is this acceptable customer service from an OPC?

Rumba ...Welcome to the OPC Chiswick fan club []. I won't bore you or others with my past experiences with this outfit but needless to say I have moved on.

Non returned phone calls appears to be standard procedure with these arrogant clowns but if it makes you feel any better the sales side are just as relunctant to spend 50p on the return call, despite an enquiry being worth many many thousands of pounds profit to them should a deal be struck.

What's really funny is since leaving this OPC about 2 years back now, I get more invites to test cars, have free check ups etc etc than I ever got in the 20+ previous years as a regular customer on both sales and service.

Finally as an example of there arrogance a roof problem on my previous Boxster was flatly rejected by this OPC so I took my complaint to PCGB and a replacement hood was agreed on the spot immediately and a 996 loaned to me for 5 days when the work was carried out a few weeks later.

 

[evoke]

Here's the latest in this saga.

I went to pick up my car this morning from Porsche Centre West London. This time there wasn't much time lost in waiting to see my service advisor - a good start. Anyway, he produced an invoice for just under £900. This wasn't that much of a shock to me as I was also having my windscreen replaced and would later claim the cost (minus excess) from my insurer.

I had asked for two separate invoices when making the booking and when handing my car over last Monday. This was not a good start. So, the sales advisor went off to get two separate invoices made up: one for the 12K service and the other for the windscreen as I had previously requested.

Things went from bad to worse when he came back with the two separate invoices. I inspected the 12K service invoice and the total came to £371. This was a bit of a shocker! Apparently the service cost for parts and labour went up on 01 January 2004 and a 12K service now costs £371. Nobody advised me of this when I made the booking nor when I dropped my car off last Monday. Things were rapidly going downhill...

I had asked for the oil filter to be replaced. This was not on the invoice. The sales advisor told me that the oil filter is not replaced on the 12K service. I had made sure he had noted this request on the job sheet so I asked him to check the service job sheet. He went away and later came back and told me that the oil filter *HAD* been replaced but Porsche Centre West London would not be charging me for this! Call me sceptical....

Things could only get worse and they did. I had asked for my 10% PCGB discount and this was not on either invoice. I had also asked for three things to be checked under warranty: roof rattle, engine rattle and rusty wheel nuts (I created a thread about these some time ago and the OPC had agreed to change these under warranty). There was no indication that any of these items had been checked/replaced on the invoice.

I recluctantly handed my credit card over as I just wanted to get out of there at which point the sales manager came over and I had a chat with him. He has decided to look into this shambles and agreed that I should not pay anything just yet until he has had a chance to look into things. He will be calling me back later this afternoon to see how Porsche Centre West London can rectify matters. I can only wait and hope that things get turned around as it really cannot get any worse right now!

Taz

 

[JCB..]

£371 can't be too far off the norm for a 12k service if you don't take your own oil.

My 60k service was the same as a 12k and that would have been £350 ish if I hadn't supplied my own oil and window cleaner.

There's no excuse for the rest though.

JCB..

 

[daro911]

ORIGINAL: rumba

Here's the latest in this saga.

I went to pick up my car this morning from Porsche Centre West London.

I had asked for the oil filter to be replaced. This was not on the invoice. The sales advisor told me that the oil filter is not replaced on the 12K service. I had made sure he had noted this request on the job sheet so I asked him to check the service job sheet. He went away and later came back and told me that the oil filter *HAD* been replaced but Porsche Centre West London would not be charging me for this! Call me sceptical....

Taz

I just came off the phone to PCGB following up a request to have my 03 serviced as per new 04 rules ie every 2 years. Can't be done for various reasons but none of them technical if you get my drift []

Anyway asked if I could still have two 12K Services back to back due to my low annual mileage .... Yes providing brake fluid is changed on 2nd visit that would all be in order still. Also asked if filter isn't changed at first 12K service and that was correct it's good for 24k ..... So Taz if you had a new one just now you are wasting our much needed resources so pack it in before there is a world shortage caused by people like you ... Hope you get a good outcome refs West London OPC keep us posted ..... Cheers Robert ....

 

[evoke]

I should give credit where credit is due. The after-sales manager at Porsche Centre West London is doing a good job at turning this problem around. I will be going in tomorrow morning to sort out payment and hopefully to reach a satisfactory conclusion.

 

[Guest]

£370 sounds a bit steep for a service as my local OPC just quoted £270 for the 12K including all parts (oil etc). Have yet to get the car serviced but so far all things point to good customer care. If one dealership can do it then they all can. Things can be done though it would appear. Our local Audi dealership is really bad. My last car was a 1997 Seat Ibiza Cupra Sport. When I pulled up outside of my local OPC I was made coffee, given a test drive and was automatically made to feel welcome. Then I went to Audi who took one look at my car and told me they were too busy to speak with me and I need to phone in advance to even talk to someone regarding a test drive. Obviously I bought the Boxster. Since then it would appear the garage in question lost the Audi dealership due to high levels of complaint to head office. If this can happen with Audi I am sure if enough people complain about a particular OPC dealership things will get better. Just for the record I do still drive a Seat Leon and they have given me better service than my OPC or Audi put together, and it was only 10K......

 

[daro911]

ORIGINAL: rumba

I should give credit where credit is due. The after-sales manager at Porsche Centre West London is doing a good job at turning this problem around.

I don't disagree about giving credit where credit is due but why should it have to come to this in the first place?

You are dealing with an OPC, paying top $ for the Porsche experience and which ever way you cut the cake you didn't get it without getting heavy. Who needs that crap in the first place []

 

[Andrew Killington]

Adam
similar probs with one Audi dealership in particular (see earlier post)
Taz
my nuts went rusty (ho ho) and at my 24K service I asked whether they would be replaced under warranty - answer no - circa £40 for replacements.
as I said earlier the service not only between different OPC's but different personnel within the same OPC seems to be a regular gauntlet for Porsche drivers[&o]
Andy

 

[evoke]

Porsche Centre West London (the after-sales manager) has done the following in an attempt to resolve these issues:

- Reverted back to the service costs agreed at the time of booking (Dec 03) rather than apply the 01 Jan 04 price rises.

- Replaced the rusty wheel nuts as agreed under warranty.

- Fixed the hood rattle.

- Replaced the oil filter as requested.

- Offered me £100 off my next (24K) service if I go back to them.

I suppose it's a good attempt at fixing things but as daro911 mentioned, things should not have got this bad to start with.

Andrew: you really shouldn't have to accept rusty nuts. They ought to be replaced under warranty. You have bought a Porsche after all a marque of quality. Rust does not equal quality.

Taz

 

[Melv]

So you've got a result Taz -smile!! []

"If you're not happy with our service, tell us. If you are, tell your friends"

Melv

 

[daro911]

ORIGINAL: rumba

Porsche Centre West London (the after-sales manager) has done the following in an attempt to resolve these issues:
Offered me £100 off my next (24K) service if I go back to them.

I suppose it's a good attempt at fixing things but as daro911 mentioned, things should not have got this bad to start with.

Taz

Taz .. I think you did pretty well all said and done and let us know if the 24K service is less traumatic

H R Owens Staples Corner over filled my 911 Speedster by 3 litres! on a oil & filter service. The Service Manager said I was wrong about car being over filled so I went back in next morning and the mechanic drained 3 litres out and apologised about 6 times and was practically begging me not to let this put me off using them next time etc etc.

The Service Manager never said a word and just literally left the scene of the crime (work shop area ) in a bit of a red faced huff.

I wasn't offered a single penny back so I think you got a good deal today.

 

[evoke]

I'm not sure i've done really well out of this. The oil level is beyond the maximum reading. I've checked first thing in the morning using the electronic guage and the dipstick. I've also checked with a warm engine (30 minutes after switching a hot engine off). The oil level on both the electronic guage and the dipstick is well beyond the maximum mark.

Worse than that, I now have a nice oil patch on my driveway - exactly beneath the engine. Something that was never there before the service and since I have owned the car. It is fresh oil and the size of the oil patch is considerable (around 2 feet in diameter!).

The coolant cap was not fixed on properly. When you open the rear boot lid there is a diagram showing that the correct fitting of the cap is level and cap will be fitted incorrectly if it is tightened at a skewed angle. It was tightened at a skewed angle. Green-coloured coolant has spilled into the filler area.

I understand that over-filling the engine with oil can cause damage. I would be grateful if anyone could offer me advice as clearly my car will need to go back in to get the two main problems fixed. How difficult can it be to measure the correct amount of oil? And how difficult can it be to secure the engine oil seals?

Taz

 

[daro911]

ORIGINAL: rumba

I'm not sure i've done really well out of this. The oil level is beyond the maximum reading. Worse than that, I now have a nice oil patch on my driveway - exactly beneath the engine. Something that was never there before the service and since I have owned the car. It is fresh oil and the size of the oil patch is considerable (around 2 feet in diameter!).

How difficult can it be to measure the correct amount of oil?
Taz

Taz read my posting above H R Owens did the same thing to my Speedster 3 litres overfilled![]

Perhaps the OPC Technicians aren't getting enough training before being let loose on customers cars.

As an aside the last 12K Service Chiswick ever did for me, while I waited 45 mins from start to finish, they under filled my car by 3/4 litre oil and all 4 tyres had different pressures[] and not one of them was correct!

Hence I am no longer a customer of theres

 

[evoke]

I've spent some time looking at the leak in more detail. The leak appears to be coming from the offside of the car beneath the dipstick, oil filler and coolant filler area. Hence, I am now unsure as to whether this is oil or coolant. I suspect it is actually coolant as the coolant filler cap was not screwed on properly after the 12K service and there was lots of green fluid in that area that I had to mop up. I checked the coolant level gauge and it has fallen below the minimum level.

In order to get the level up, is it okay to fill it with tap water? Advice appreciated. Obviously I will be talking to Porsche Centre West London about this in the morning but I need to drive the car later today.

This is just becoming a nightmare for me. I bought my car in April 2003 and it only ever needed a tiny amount of engine oil to top it up prior to the service. Nothing ever went wrong with it. After handing it in to Porsche Centre West London I now have a puddle on my driveway, the coolant filler cap was not screwed on properly and now the coolant level has fallen below minimum.

Anyway, back to my main question: would it be okay to top up the coolant level with tap water for now as I have no antifreeze handy and I have no idea what grade the Boxster takes?

Taz

 

[daro911]

ORIGINAL: rumba


In order to get the level up, is it okay to fill it with tap water? Advice appreciated. Taz

Tap water is fine unless you want to spare some of your Evian
Check your trye pressures my money says they are not 29F 36R all round

 

[dawn lang]

Good grief - sounds like some of you have had truly crap experiences with OPC's.

I have to say I wasn't particularly overjoyed by my OPC Bow experience but on a positive note can thoroughly recommend OPC Colchester.

They don't make you feel 'inferior', they've invited me to clinics, sorted me with nice courtesy cars, looked after me above and beyond the call of duty. In fact when the rear main oil seal leaked just outside the warranty, they fixed that for me free of charge too (and no, I don't work there [] ).

A truly great OPC experience.

 

[daro911]

ORIGINAL: dawn lang

Good grief - sounds like some of you have had truly crap experiences with OPC's.

I have to say I wasn't particularly overjoyed by my OPC Bow experience

My latest & greatest Boxster came from them March 03 so will need to have a while you wait pit stop real soon.

Judging from comments read here and there I think I shall be giving them a wide berth hmmmmmm Next month I shall start to trawl the out of London OPC's and see where the best deal can be struck