Very frustrated by Porsche Centre

[24x7x365]

Is it just me, or is there service department incompetent?

My Cayman was booked in for minor service, warranty extension (it's a 2009 Gen 2 Cayman with 20,000 miles on the clock).
The car has been smoking (lots) on start up, so they also arranged to replace the oil separator (under extended warranty).

To cut a very long story short. They'd forgotten to order the oil separator, so a 1 day job would become a 2 day job. I spoke to the Service Manager. He said "I can't see the problem".
At the end of the 2nd day I had a call to say that the technicians had performed a DME update, but subsequently the car was showing an "Oil pressure monitoring system failure" message.
Basically they need to refer to Porsche Technical and I couldn't have the car back and would need to wait until Monday.

On Monday I had a call to say that Porsche Technical had provided a code to allow them to roll the DME back to a previous version, and then re-install the new version - all now ok.
I was told I could collect the car on Tuesday and as a gesture of good will they'd do a full valet for me. (so they've now had the car 6 days)

I collected the car on Tuesday evening after work. All looked fine. Car immaculate. Drove home, checked the oil level - needs a top up!
I emailed the dealer and asked how it can be the case that the car needs topping up after a £700 service - and was basically told I was stupid and that the oil level check is temperature dependent!
I know how to check the oil level - I've owned the car for 4 years!

I think the level of customer care at Porsche ****** ********* is dreadful - not at all representative of the values I expect from Porsche.
I feel ripped off and a total lack of confidence in the technicians at ****** ********* to maintain my car.

Why would the oil level show as 3/4 full? Presumably they just didn't put sufficient in in the first place? (or they lost some when they changed the oil separator)

Very very disappointed - and £1,300 pounds down (service and warranty extension)

How have others found Porsche Centre ****** ********* ?

(Edited by Admin: Please read the rules about no naming and shaming companies on this Forum 3.1.2)

 

[clarkes]

I've used PC ******   *********  for servicing and repairs etc since I first owned a Porsche in 2007 and have, with only very minor exceptions, found them helpful and competent. Also, I don't expect oil level to show full but to be closer to the middle of the range.

(Edited by Admin: Please read the rules about no naming and shaming companies on this Forum 3.1.2)

 

[Dekker]

I've only ever used them for spares and I get excellent friendly service with a good discount.

 

[kevinnunn]

Hi

I have used Porsche ******   *********  for my Cayman S Gen 1 and the service has been Excellent
and First Class at all times.

I also use them for my Porsche Die Cast model collection and the Parts Department has given me
Excellent First Class Service all the time.

Yours sincerely Kevin. []

(Edited by Admin: Please read the rules about no naming and shaming companies on this Forum 3.1.2)

 

[Motorhead]

Two points Richard:

1) The PCs never seem to hold much stock which means next day delivery on most non-service parts. Since it was a warranty claim, your PC probably needed to assess the problem for the warranty company before ordering the part.

2) The correct oil level is one bar down from the top measured on a flat surface with the engine up to temperature [it's impossble to measure the oil level without the engine having reached operating temperature]. Since your car was showing an "Oil pressure monitoring system failure" message, perhaps there's a problem with the sensor system.

If you feel aggrieved, the best route is to make a formal complaint to the Centre's principal.

Jeff

 

[24x7x365]

Thanks everyone for your replies and I'm very pleased to hear that people's general experiences have been more positive than mine.
I have taken this up with the dealer principle who is carrying out an investigation.

With regard to the comments, it was the centre who told me that a part needed to be replaced (by email) and that this would be done under warranty and then booked my car in for a date a month later - so plenty of time to get the part.
The oil level in a Cayman gen 2 can't be checked until the oil is up to temperature - the level was low after service and I had to top up to 1 mark below full. (Which is very bad service in my opinion)

There isn't anything wrong with the oil pressure monitoring system (according to the centre) - the error message was caused by a problem updating the DME software and this required assistance from Porsche UK to resolve.

I feel very disappointed by the service I have received from this centre - so much so that I am reconsidering replacing my Cayman with a new Cayman as previously planned.
I wish there was another franchise or service centre nearby that I could use as I have lost all confidence in this one.

 

[Dekker]

Try and be positive, even though you feel mistreated this time.
The service manager amongst others will know you now and I doubt you'll have such an experience again.
No doubt the mechanic responsible will be having his ear bent.

 

[cottonkia1]

Hi

The service centre in question do not get my vote. I e-mailed them last week with no reply received. I phoned them Saturday and was told I would be contacted Monday, but wasn't. I called again today. I told them about not receiving a call back from Saturday and was guarenteed I would receive a call later today and guess what, I didn't. I did finally manage to get through at 16.58 today and was given a price for a major service and drive belt.
Obviously a Porsche owner has to badger the service provider for service- not impressed. Vauxhall however very good. Lets hope things improve. The car is great though.