Porsche Escalation Channels - Help!

[Guest]

Chaps,

Can someone advise on the fastest official escalation route via Porsche. I am having difficulty getting a speedy resolution with regard to getting a refund. Its been two weeks and I have no offical correspondence in writing, electronic or otherwise. Spoken to them on the phone and was advised by admin, they would have to sell to refund and letter was in the post. I have called again and again and they just keep going around n circles. I am getting very frustrated as you can imagine.

Really holding off on engaging solitictors at his point, as was hoping for amicable resolution but I fear this won't happen now. So can someone advise on an appropriate escalation procedure in Porsche?

I read some posts about using Porsche Customer service germany? as they seem to be good is this the recommended route?

Help appreciated.... not a nice start to my first Porsche!

 

[JCB..]

I read some posts about using Porsche Customer service germany? as they seem to be good is this the recommended route?

Not really as Porsche UK isn't Porsche AG.

Customer Service at Reading is the way to go but I'd go in and grab the franchise holder that has your deposit as a first course of action.

 

[topturn]

I have to agree apply pressure on your dealer give them fair chance to respond and then if that doesn't work involve Reading copying everything you've sent them to the dealer principal at your OPC and you'll be surprised how quickly things can move along.

Nobody deserves a bad reputation... You have to work hard to get one!

 

[Guest]

I have tried patiently with the OPC in question, many letters and calls, but they just don't seem to care. Sale lost int here eyes, can't see bigger customer picture.

Do you guys have the contact details for Reading, as I don't see it explicity listed?

 

[daro911]

ORIGINAL: Gordon_Gekko

Do you guys have the contact details for Reading, as I don't see it explicity listed?

01189-303666 Who is the OPC you are having so much fun and games with?

 

[marcusLondon]

Gordon
Sorry to hear about the problems you're having but having re-read a few of your posts I almost got breathless at the speed of developments!

In the week leading up to 3rd May you'd driven two 2.7s and two Ss and were trying to make up your mind between the two.
On 4th May you were interested in a used S with PCCB etc and there was a cancelled order available on a 2.7.
6th May you were asking opinions on short shifters, and then got to drive a car with one and.....
By 12th May you'd ordered your car (with SS) - and had paid 10% deposit (which suggests to me it was at the point of being spec'd - presuming therefore it was a cancelled order? I'm beginning to think your car was closer to production than you or the dealer realised....).
20th May you posted asking what the implications were regarding cancelled orders (and saying you were thinking about waiting for a 3.4S or buying secondhand) and by 22nd May you'd cancelled your order but are told that the car would be ready in 2 weeks.

Basically, the whole process seems truncated. It must be that the car build date was very close to the date you placed the order. When I was waiting for my 987 the build date was continuously moving - to the extent that I was told in the middle of November I'd not see the car until the week of Christmas, but actually got it 8th December... The dealer was out by 3 weeks over a 6 week period. ie the car was probably being built just as the dealer predicted 6 weeks to delivery! If the same is true of your car then the dealer is probably in a pickle - and you're caught in the middle.

Marcus

 

[Guest]

Hi Marcus,

You may in fact be right. But, I was never ever given a production/ build date. The reality of the matter is, whether its ready or not, they will sell it no problem, given the time of year and demand..... and hence refund should be forth coming

That said I am still looking at a Porsche and they should be making an effort to get another life long fan and now possibly life long customer on board.

At this point I just want to drive... I am now cold turkey for a boxster )

 

[JCB..]

That said I am still looking at a Porsche and they should be making an effort to get another life long fan and now possibly life long customer on board.

At this point I just want to drive... I am now cold turkey for a boxster )

Well to be fair to Porsche they did try and build your own car for you, what more would you have them do? [&:]

 

[marcusLondon]

It seems the learning point for us all is that we need to pin-point the date at which a car goes to build, though I was made aware by my OPC of the date at which is was not longer spec-changeable and I assumed that from this date I was on the hook to buy. And I am sure that they will be making every effort to sell the car and as you say, demand should be high right now - so any loss you make will be minimal. Though not everyone's order will be a perfect match for your own - so if I was buying your car, for eg, I'd want money off for the short shift and body-colour rollover bars that you spec-changed in the last days before the car went to build.

As JCB points out they were only trying to fill your order asap.... and by my reckoning if you'd stuck with your order you would have received the car and just enjoyed a sunny, fabulous weekend's open-top motoring as I just did.... It seems your cold turkey is self inflicted - you had your dealer gagging to give you a fix! [ok, perhaps we should stop the drug references here...]

 

[Guest]

Marcus, your opinion sounds ever so slightly biased, coupled with the level of detail.

Do you work for an OPC by any chance.

 

[marcusLondon]

Haha! No, and I have had my share of run-ins with them as well - so my sympathies there. Sadly, the price of doing business with almost any large organisation. [If you think this is bad, you should try buying a boat! []] As to the detail, my interest was piqued by the flurry of posts I'd seen from you over the short time leading up to you placing your order (when you test drove 5 cars in 2 weeks - 2 x 2.7s, 2 x 3.2s and then later one with SS) then cancelling it all again within 10 days.

Mind you, working at an OPC, test driving the new kit, cozy warm showroom for an office.... Sounds quite an appealing option for a retirement job!

 

[Guest]

Well finally a conclusion........

To cut a long story short, the Porsche OPC has given a full refund. Since my last post my experiences with certain OPC individuals in two OPC's were simply unreal.

Anyways on a positive note, when I finally dealt with Sales management, I felt an air of professionalism and understanding. In light of this and admittedly my own indecision, I made a concession to buy used S as interim step, but after a suitable match could not be found, a full refund was given.

I am happy it has been resolved, but sadly I will have to take the skeptical, dogmatic consumer approach going forward. I generally try and avoid this, but it appears this is what gets Porsche to sit up and take notice, mr nice guy simply does not cut it.
Still no car... so looking for used as interim while waiting on new model S...

 

[Black80XSA]

Good news Gordon - it does leave a sour taste tho, and given that there isn't a OPC on every street corner it means extra travellign and efofrt on your part to find the service you expect when parting with £40k upwards

 

[Alex Postan]

It would seem to me that if the seller did not draw the buyer's attention to the conditions attaching to a possible refund, then the contract would not be enforceable. Did they point out what the terms were?

To the dealer, an undecisive customer who changes his mind is a nuisance but from the other point of view this looks like a mis-sale. I can hear the salesman boasting to his DP at the end of the week - "I had that Gordon Gecko in again and you know how he couldn't decide what he really wanted so I used the old takeaway close and blagged him for 10% on a new sale. Do I get my bonus boss?"[]

Good, now you've got your money back - can I recommend that you go out and buy a Porsche?[]

 

[Guest]

Alex...don'y make me laugh... they are Sales people, aka praying mantises... i.e. they eat their own children, or so folklore tells me..........

But in short, lies after lies after lies.... like I said I agreed to buy used S... and pointed out a couple of options in various OPCs... they said they would source....and I was told that one is sold.. oh and so is that ... etc etc.....

after everything was resolved...... and deposit refunded....a couple of calls later, and none of them had sold...

So in short "*********".. not to be trusted.. but as least now you know.....

 

[Alex Postan]

Do buy a Porsche though......[]