*Sigh*. Are all car dealerships the same?

[mullinsm]

To allow mild forms of rebuke would sooner or later lead to grey areas needing more debate - and there are often 2 sides to a story.

Better not to get involved in the first place. Do we really want public pillories in these columns? Far better for individuals to take up their grievances direct with those concerned and contact Porsche Cars Customer Services if escalation becomes justified. We are always interested to hear about problems, but don't need names to sympathise or discuss them. []

Regards,

Clive

I agree that there are often (always I suspect) two sides to a story and it's quite apparent that some Porsche customers may expect an unreasonably high level of service simply because they've got a few quid and choose to spend it on an expensive car. However, someone with no experience reading this thread (and others) might well conclude that all OPCs give bad service as the norm, when I suspect it's probably a case of a few bad apples. Also, as a customer, it would be good to know which dealerships to avoid if this is the case.

As for escalating the issues to PCCS, a few posts here would tend to confirm that doesn't seem to work as they haven't responded to a number of bad reports, which could all be about the same OPC and we'd be none the wiser.

There are plenty of other forums where such experiences are shared, perpetrators named and nobody goes to court. After 5 failed attempts to contact my OPC, I left a post on their Facebook page, pointing out that it would be easier to contact the dead and they didn't file. They did however finally call me back, but only to ask me to delete the post. I refused, but still enjoy my freedom from prosecution or law suit.

Surely as a resource for Porsche club members this forum has a duty to highlight issues with certain dealers if they exist?

 

[ScaredJimmy]

To chime in on the hijack (really guys, stay on topic!). PCGB clearly has a much closer relationship with it's marque than most internet forums "out there", so I understand and respect that, so I have no problem with not mentioning who it is. The refreshing thing about this place is that it's (mostly) more grown up than other boards I could mention. I'm sure there are a few TPFAIF's (Copyright Richard Porter) here, but they are refreshingly rare.

 

[Big Brin]

I have been having disappointing experience back with Porsche after 8 years. The quality of the build is nothing like BMW. I have had 5 beamers in row and the latest I have is light years ahead in terms of build quality compared to my one year old 991. My 991 has been with me for a month. For two weeks it has been at the OPC, sent there on 4 occasions by me to get failing DAB and rattles sorted. This has so taken the shine out of the experienCe. The failings in the car is such a contrast to the genuine enthusism and pride that the salespeople have in their product and the support I have had from after sales. I have to feel sorry for them, having to explain away a product that is below expected standard.

Unfortunately I feel with my latest episode I'm getting to an impass, where ever more senior people will seek to defend the product....the fourth visit to the OPC has resulted in a replacement interior body trim being replaced and the car coming back not put back together properly and I believe, as a result, rattling more. There is a position being expressed by the OPC that the interior body panel that visibly does not fit and moves under touch by 5mm, is normal...! It can't be normal as it wasn't like that when it went in.

I know it will be somewhat of an overreaction for me to demand my money back for a rattling car but the thought has seriously crossed my mind. Considering how much the product costs and the brand reputation it enjoys, it really isn't acceptable. If only the car magazines covered important consumer issues rather than slobbering over how fast it can go round the 'ring, we may all have been more informed when deciding this brand against another.

The only other time I have had experiences akin to this with rattling, buzzing and creaking was with one of the first twenty Aston DB9s that I took back seven times before it was right. I would reallyhave to think very hard about going Porsche again.....and to think I gave up an October build slot on the new Vantage for this.

Regards, Brin

 

[ScaredJimmy]

Sorry to hear of your problems, but you'd still not enjoy the Aston experience is rattles do your noggin. Maybe a Mclaren or Audi R8? Oh no, the Mclaren goes wrong. Just an R8 for you then, but customer service will leave you gobsmacked (I have been there, at length).

From today's progress. My advice is to go to HQ in Reading with your issues. They will be resolved, fast.

 

[Big Brin]

I did have a go in an R8 RWS before going for the Porsche. Audi had very odd gearbox in sport mode....and curiously it felt too normal a car (Other than the super engine note). I went for Porsche really because of the punditry and the test drive was rewarding. I thought the GTS the pick of the range... (I did point out an awful rattle on that test drive - salesman explained it away as the trade plates rattling against the rear windscreen, totally plausible.). I've had experience if a few marques - My other two Astons never had any issues.... I am dealing with Reading and as mentioned they have been great but the car hasn't quite been sorted ; there is always the possibility that since it was passed something has worked loose. Anyway credit to them, late last night they contacted me and they are eager to inspect my issue and I'll be back in next week. It's just frustrating as none of this should be necessary. The cars go through a rigorous pre-delivery check.

Rgds, Brin

 

[Dave jones]

does your car have a sun roof some rattle from n/s /r

 

[Big Brin]

Yes....the car does have a sun roof and has had a rattle in that locale.....

 

[ScaredJimmy]

Interesting you sat that re the R8 Brin, I felt the same with the "normal" V10 and the Plus/Performance Quattro. I was all set to sign on the line but after a weekend with one, I realised I would be happy, save a bucketload of cash AND get away from Audi customer service with a 991. My S8 was a superb car but being savaged financially and left bemused every time Audi technicians got their hands on it spoiled the brand for me (was my forth "premium" Audi so they had a fair crack).

 

[Pokhara]

Apologies if I'm being thick but how can naming an organisation (whether an OPC or otherwise) from whom an individual has received (in his or her opinion) less than satisfactory service be a cause for litigation? As long as the feedback isn't defamatory/libellous, what's the problem? We're all adults and can make our own minds up at the end of the day.

 

[garyw]

Apologies if I'm being thick but how can naming an organisation (whether an OPC or otherwise) from whom an individual has received (in his or her opinion) less than satisfactory service be a cause for litigation? As long as the feedback isn't defamatory/libellous, what's the problem? We're all adults and can make our own minds up at the end of the day.

Myself and a few others would probably agree with you. Sadly we've been through it before..
The board of the club at the time decided to go with the no naming rules (the same rule as Pistonheads to be fair) to make sure it was clear to posters and there was no grey area in order that no cases were brought against it.
At the time the club seemed to be having a fair few legal issues!, so I do think the majority thought it was a good decision overall.
However, you could also argue that don't bite the hand that feeds you may have had some bearing on the decision.

 

[Peter_Bull]

Apologies if I'm being thick but how can naming an organisation (whether an OPC or otherwise) from whom an individual has received (in his or her opinion) less than satisfactory service be a cause for litigation? As long as the feedback isn't defamatory/libellous, what's the problem? We're all adults and can make our own minds up at the end of the day.

Yes we are adults but quite sadly there are some amongst us who don't act like it.

The no naming and shaming was instigated to prevent the club and its officials from any potential litigation.

There are always two sides to any story and it not a fair playing field if only one side puts his/her side on here.

Besides that who are we to determine if the poster is malicious or indeed a competitor out to cause some trouble.

I am sure our Legal Advisor Rob will be along to elaborate.

 

[ScaredJimmy]

Just a little update. Car has been "re-booked in" for early September as the earliest time for loan car availability.

 

[Dick Dastardly]

Have to say that I have had a poor first experience with my PC, had the car for 18 months (purchased new from the same dealer)and booked the car in for them to sort out two rattles, one from the door and another from the parcel shelf (Both warranty issues) and to retrofit a cruise control. This was its first visit to the PC so not like I had been a demanding customer. I wanted the rattles sorting as they were becoming irritating and I was going to be driving the car for a couple of weeks down to the Italian Lakes.
They had the car for two and a half days, advising me that they were awaiting a part to fix the door rattle, I was fine with this and they provided a loan car. I also asked about getting a charging lead fitted to connect in my CTEK charger directly into the terminals without having to remove the cover every time,they said they would look in to this and get back to me.

I went to collect the car and duly paid up for the cruise control and asked about the charger connection which they had forgotten about. They said they would come back to me on this. Heard nothing.

As I drove from the car park both noises were apparent as before. I left it as few days before we went away on holiday expecting a follow up call from the service department to check that the work was OK .My BMW dealer does this if there any problems but presumably this is too much trouble for the PC.

As there was no contact I e-mailed the service advisor directly, no response to this.

I subsequently received the customer service survey from Porsche and gave them a fair rating for things they had done well and marking them down for what had not been done well and poor communication. I asked for the response to be passed to the dealer for follow up. This was about 4 weeks ago still waiting !

As has been remarked by others BMW dealers generally seem to be able to get customer service right and give you the impression that they value your custom. After all these dealerships are all PLC‘S so no excuse for not being able to do customer service, it’s simple stuff really.

I know that rattles can sometimes be difficult to track but being ignored is not a good customer experience especially for a prestige brand.

I am not going to name and shame the dealer as the forum rules discourage this . I do however think that a bit of transparency would be a good thing to point members in the direction of those dealers that are doing a good job and away from the poorer ones.

Apart from purchasing the car I don’t have any recent experience of the Porsche dealers,(my last one was 20 yrs ago) are we supposed to expect poor service for the privilege of purchasing a Porsche.?