Porsche customer service
Discussion
As I have mentioned before my car is currently with a Porsche dealer (no names) for investigation and resolution of a coolant loss problem.
They said "..will take a couple of weeks." Which was a bit vague for me so I said they had to be more specific, they clearly didn't want to agree any timescale at all. Eventually we agreed on two weeks and they would call when problem identified and extent of warranty cover or otherwise determined.
Last Friday was the end of week one and I had heard nothing so I called them and was told "Yes your car is in the workshop. The coolant loss is due to a number of factors and we'll call back this afternoon or Monday."
No call by lunchtime today (Tuesday) so I called them and was promised they would talk to the workshop manager and call me straight back. No return call so I rang again at 17.00 and was told they hadn't diagnosed the problem yet and would call when they had. There was stunned silence when I pointed out that they seemed to have achieved nothing and had a very long way to go to get the car back to me all completed by Friday which I still fully expected them to do (at the end of the day its not my problem if they've done f*** all with the car for the last week and a half).
I fully expect a call on Wed / Thur to say it won't be ready by Friday. I know that they will have other routine jobs booked in to do however there must always be bigger jobs arising so they should be able to deal with it and its the clear reluctance to commit to a deadline, refusal to return calls and vague answers which get me. Also the Mrs needs the BMW at the moment so I'm paying out to rent a car (56 plate 2.0TD Jetta - its actually very good).
They said "..will take a couple of weeks." Which was a bit vague for me so I said they had to be more specific, they clearly didn't want to agree any timescale at all. Eventually we agreed on two weeks and they would call when problem identified and extent of warranty cover or otherwise determined.
Last Friday was the end of week one and I had heard nothing so I called them and was told "Yes your car is in the workshop. The coolant loss is due to a number of factors and we'll call back this afternoon or Monday."
No call by lunchtime today (Tuesday) so I called them and was promised they would talk to the workshop manager and call me straight back. No return call so I rang again at 17.00 and was told they hadn't diagnosed the problem yet and would call when they had. There was stunned silence when I pointed out that they seemed to have achieved nothing and had a very long way to go to get the car back to me all completed by Friday which I still fully expected them to do (at the end of the day its not my problem if they've done f*** all with the car for the last week and a half).
I fully expect a call on Wed / Thur to say it won't be ready by Friday. I know that they will have other routine jobs booked in to do however there must always be bigger jobs arising so they should be able to deal with it and its the clear reluctance to commit to a deadline, refusal to return calls and vague answers which get me. Also the Mrs needs the BMW at the moment so I'm paying out to rent a car (56 plate 2.0TD Jetta - its actually very good).
djohnson said:
As I have mentioned before my car is currently with a Porsche dealer (no names) for investigation and resolution of a coolant loss problem.
They said "..will take a couple of weeks." Which was a bit vague for me so I said they had to be more specific, they clearly didn't want to agree any timescale at all. Eventually we agreed on two weeks and they would call when problem identified and extent of warranty cover or otherwise determined.
Last Friday was the end of week one and I had heard nothing so I called them and was told "Yes your car is in the workshop. The coolant loss is due to a number of factors and we'll call back this afternoon or Monday."
No call by lunchtime today (Tuesday) so I called them and was promised they would talk to the workshop manager and call me straight back. No return call so I rang again at 17.00 and was told they hadn't diagnosed the problem yet and would call when they had. There was stunned silence when I pointed out that they seemed to have achieved nothing and had a very long way to go to get the car back to me all completed by Friday which I still fully expected them to do (at the end of the day its not my problem if they've done f*** all with the car for the last week and a half).
I fully expect a call on Wed / Thur to say it won't be ready by Friday. I know that they will have other routine jobs booked in to do however there must always be bigger jobs arising so they should be able to deal with it and its the clear reluctance to commit to a deadline, refusal to return calls and vague answers which get me. Also the Mrs needs the BMW at the moment so I'm paying out to rent a car (56 plate 2.0TD Jetta - its actually very good).
They said "..will take a couple of weeks." Which was a bit vague for me so I said they had to be more specific, they clearly didn't want to agree any timescale at all. Eventually we agreed on two weeks and they would call when problem identified and extent of warranty cover or otherwise determined.
Last Friday was the end of week one and I had heard nothing so I called them and was told "Yes your car is in the workshop. The coolant loss is due to a number of factors and we'll call back this afternoon or Monday."
No call by lunchtime today (Tuesday) so I called them and was promised they would talk to the workshop manager and call me straight back. No return call so I rang again at 17.00 and was told they hadn't diagnosed the problem yet and would call when they had. There was stunned silence when I pointed out that they seemed to have achieved nothing and had a very long way to go to get the car back to me all completed by Friday which I still fully expected them to do (at the end of the day its not my problem if they've done f*** all with the car for the last week and a half).
I fully expect a call on Wed / Thur to say it won't be ready by Friday. I know that they will have other routine jobs booked in to do however there must always be bigger jobs arising so they should be able to deal with it and its the clear reluctance to commit to a deadline, refusal to return calls and vague answers which get me. Also the Mrs needs the BMW at the moment so I'm paying out to rent a car (56 plate 2.0TD Jetta - its actually very good).
Unacceptable and certainly not the norm in my experience. Insist on speaking to the service manager personally. Keep it calm and friendly. "My car is wounded - I'm relying on you to fix it. I would be very grateful if you can look into it for me" etc....
If he doesn't bring sanity to the proceedings go straight to the dealer principal. Failing that go to another dealer.
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