996 engine problems and Porsche customer torture
Discussion
I am astounded, baffled and completely irrate with Porsche. My 996 had an engine replaced (to the tune of 9k or so) last year (almost to the day) due to intermediate shaft failure. The replacement unit from main dealer with 2 year warranty. It was fitted at a specialist which (I checked with the dealer) did not void the warranty.
Just a year later the new engine has sputtered to a halt with a failed variocam unit. This is another engine out job and £2,000 +.
Porsche are refusing to consider that this should be picked up by themselves saying the whole engine hasn't failed, just a part. The Variocam unit was new and part of the replacement engine, though!! Yes, they say and if I had bought the part separately, it would be covered. What kind of bull is that?
I have never heard of such nosense and do not expect this of a company like Porsche. Roll in the fact that I haven't had the car for nearly 3 weeks now while they fart about thinking about a route to wriggle out makes me more mad.
The car has done less than 4,000 miles since the last engine went in!
Anyone else come up against this madness?
Just a year later the new engine has sputtered to a halt with a failed variocam unit. This is another engine out job and £2,000 +.
Porsche are refusing to consider that this should be picked up by themselves saying the whole engine hasn't failed, just a part. The Variocam unit was new and part of the replacement engine, though!! Yes, they say and if I had bought the part separately, it would be covered. What kind of bull is that?
I have never heard of such nosense and do not expect this of a company like Porsche. Roll in the fact that I haven't had the car for nearly 3 weeks now while they fart about thinking about a route to wriggle out makes me more mad.
The car has done less than 4,000 miles since the last engine went in!
Anyone else come up against this madness?
The engine was out of warranty went it went. I bought the car after the new engine had been fitted and the last owner went off to lick his wounds (well, buy a 360). I made 100% sure the engine was covered in a transferrable warranty before I bought the car by talking directly with Porsche.
Versuvius >> Bit daft? Excuse me but don't start that. Porsche are not denying that the engine is still under warranty. What they are saying is that the whole engine is covered -not the variocam part. They are saying if I bought the variocam as a separate part it would be under warranty. I have been going through Porsche centre Reading with this one already and they have referred me on to Gareth Austin in the customer team(?) if I want to argue. I am expecting a call at 4pm today.I am spitting blood.
Troll - the story is so implausible, I really don't blame you for thinking that ;-(
Mike
Versuvius >> Bit daft? Excuse me but don't start that. Porsche are not denying that the engine is still under warranty. What they are saying is that the whole engine is covered -not the variocam part. They are saying if I bought the variocam as a separate part it would be under warranty. I have been going through Porsche centre Reading with this one already and they have referred me on to Gareth Austin in the customer team(?) if I want to argue. I am expecting a call at 4pm today.I am spitting blood.
Troll - the story is so implausible, I really don't blame you for thinking that ;-(
Mike
From link above from Porsche website:
2-year warranty for genuine Porsche parts, exchange parts and accessories, which are used or sold outside of warranty work. The warranty period for Porsche parts which are used in connection with warranty work ends contemporaneously with the warranty period for the purchased item which has become defective;
The defence Porsche seem to be formulating is that 'part' constitutes engine failure which they are saying they would cover rather than a failure of a 'part' of that new engine like the variocam unit. I have never in my life heard anything so proposterous.
2-year warranty for genuine Porsche parts, exchange parts and accessories, which are used or sold outside of warranty work. The warranty period for Porsche parts which are used in connection with warranty work ends contemporaneously with the warranty period for the purchased item which has become defective;
The defence Porsche seem to be formulating is that 'part' constitutes engine failure which they are saying they would cover rather than a failure of a 'part' of that new engine like the variocam unit. I have never in my life heard anything so proposterous.
Thanks, Dan
I am actually half laughing, half crying. I love the car and it's my second 996 so consider me a fan. Porsche have lost an advocate but I doubt they care too much. Their customer service guy would have called me on time (4pm promised) if they did. Hope he's wearing earplugs when he finally does.
I am actually half laughing, half crying. I love the car and it's my second 996 so consider me a fan. Porsche have lost an advocate but I doubt they care too much. Their customer service guy would have called me on time (4pm promised) if they did. Hope he's wearing earplugs when he finally does.
Edited by mookle234 on Tuesday 1st August 16:15
The car has already been down to the dealer(Reading) so I have actually been through this. Dealer ummed and arred and so up until now, I have been waiting for news on what they have been calling a possible 'good will gesture' (gimme a break!).
You are right. It is total and utter PAP. The biggest pile of PAP I have ever had dropped on me. The engine consists of a number of parts. It still ticks over but is totally undriveable. Engine warning light on so has been in my home garage for 3 weeks. If it was my only car I would be stuffed.
You are right. It is total and utter PAP. The biggest pile of PAP I have ever had dropped on me. The engine consists of a number of parts. It still ticks over but is totally undriveable. Engine warning light on so has been in my home garage for 3 weeks. If it was my only car I would be stuffed.
Interesting perspective Baz and appreciate the post.
First noticed the problem and thought it was an air flow censor causing hesitation in the rev range. My last 996 had this. Before I had a chance to take it in the stutter got a lot worse - akin to the stutter when you are running out of petrol - kind of.
Now over a hour since Porsche promised me a call on this and still not a peep. Customer service hell!
First noticed the problem and thought it was an air flow censor causing hesitation in the rev range. My last 996 had this. Before I had a chance to take it in the stutter got a lot worse - akin to the stutter when you are running out of petrol - kind of.
Now over a hour since Porsche promised me a call on this and still not a peep. Customer service hell!
Thanks for all your input. I think in my case, Versuvius, you are completely missing the point. My car has done 40,000 miles. Engine went at 35k. New engine put in under 2 YEAR WARRANTY. A year and 4,000 miles now broken again with variocam failure and Porsche refusing to repair on the grounds of a part, not the whole thing going. ITS STILL GOT A YEAR LEFT ON THE BLOODY WARRANTY! This is nothing short of ridiculous.
I agree with others posting that its not acceptable that an engine goes so soon. To prepare for this possibility I had a warranty on my last 996 and I would not run a 996 without a warranty which covers the engine. No way. However, this ordeal is proving that even these are useless.
To top it all off the call I was *promised* from customer services I was waiting for yesterday never came. Nobody has called me thus far today either. Scadalous.
I agree with others posting that its not acceptable that an engine goes so soon. To prepare for this possibility I had a warranty on my last 996 and I would not run a 996 without a warranty which covers the engine. No way. However, this ordeal is proving that even these are useless.
To top it all off the call I was *promised* from customer services I was waiting for yesterday never came. Nobody has called me thus far today either. Scadalous.
Versuvius, thanks.
I have just been on the phone with Porsche customer service (I had to call them in the end) who are revisiting this situation and I am expecting a call back this afternoon with an update. I hope.
I will let you all know exactly what transpires. Needless to say I need NO mention of 'goodwill' - I expect the engine problem covered in full and mended quickly.
This clawing and fighting and shouting is so tiring. We all have to work for a living which is stressful enough. I want to enjoy my car, not daydream of driving it through a dealer's main window in a ball of flames wearing a kamakaze headtie.
Porsche - restore my faith in you....
I have just been on the phone with Porsche customer service (I had to call them in the end) who are revisiting this situation and I am expecting a call back this afternoon with an update. I hope.
I will let you all know exactly what transpires. Needless to say I need NO mention of 'goodwill' - I expect the engine problem covered in full and mended quickly.
This clawing and fighting and shouting is so tiring. We all have to work for a living which is stressful enough. I want to enjoy my car, not daydream of driving it through a dealer's main window in a ball of flames wearing a kamakaze headtie.
Porsche - restore my faith in you....
===================
Mookle - Hello, it's about my engine....
OPC - Look fvck off, it's not covered
Mookle - I'll be back...
*roar*
OPC - What the....
*KABOOOOM*
=====================
Brilliant! Exactly the scenario I find myself in just before waking up shaking and convulsing. I don't necessarily want to martyr myself but have been told I am headstrong. [Arnie voice] 'Don't push me' ;-)
Mookle - Hello, it's about my engine....
OPC - Look fvck off, it's not covered
Mookle - I'll be back...
*roar*
OPC - What the....
*KABOOOOM*
=====================
Brilliant! Exactly the scenario I find myself in just before waking up shaking and convulsing. I don't necessarily want to martyr myself but have been told I am headstrong. [Arnie voice] 'Don't push me' ;-)
Update for you all.
Just had a longish talk with customer services (who called me when they said they would) who have now conceded that the part *should* be covered under warranty and that Porsche now accept that parts and labour should be paid from their pocket, not mine.
What a rollercoaster. I have been told the dealership are getting a call today from the customer team - hopefully to perform an autopsy on this mess and ensure no one has to go through this again. I am expecting a call tomorrow morning with details of what Porsche intend to do next.
Will post details of this tomorrow.
Mike
Just had a longish talk with customer services (who called me when they said they would) who have now conceded that the part *should* be covered under warranty and that Porsche now accept that parts and labour should be paid from their pocket, not mine.
What a rollercoaster. I have been told the dealership are getting a call today from the customer team - hopefully to perform an autopsy on this mess and ensure no one has to go through this again. I am expecting a call tomorrow morning with details of what Porsche intend to do next.
Will post details of this tomorrow.
Mike
Update:
This is still being drawn out with Porsche customer service and the dealer both essentially blaming the other for this mess. As the customer, I am completely in the dark as to why this has happened and where the fault lies. In other words no guarantee this won't happen to someone else. The upshot is my car has now been off the road for about 1 month while I've been round the houses.
As regards compesation, I have reasonably asked for a free minor service (should be offered rather than pushed for!!). This apparently is another contentious issue. Dealer says he can't authorise. Head office say its up to the dealer. Round and round we go.... again.
I have given up with these guys. Truly.
This is still being drawn out with Porsche customer service and the dealer both essentially blaming the other for this mess. As the customer, I am completely in the dark as to why this has happened and where the fault lies. In other words no guarantee this won't happen to someone else. The upshot is my car has now been off the road for about 1 month while I've been round the houses.
As regards compesation, I have reasonably asked for a free minor service (should be offered rather than pushed for!!). This apparently is another contentious issue. Dealer says he can't authorise. Head office say its up to the dealer. Round and round we go.... again.
I have given up with these guys. Truly.
The conference call idea is an interesting idea. I *had* hoped organising Porsche's internal bollox wasn't going to fall to the customer perhaps it is the only way.
I also kind of agree with the 'honey catch fly' concept but you can only smile for so long. I am not courting Porsche for a favour. I expect good service and fairness.
>> If you take all the precautions (ie warranty) and have your eyes open that you are running a very high end car that will cost more to run than your average motor then you'll be ok
I am getting a little sick of hearing this (if it was in any way directed at me rather than being a generic catch-all comment). I had a warranty and have been forced to fight tooth and nail to have this honoured. I would have paid out 2k + had I not turned into Porsche cyber-terrorist, pushed, shoved and shouted myself hoarse. Porsche's various departments are now blaming each other.
This may be an isolated case. I am not speaking for the world. I am totally sick of the runaround and am telling you about it. I am not pretending to be the rule. I hope I am not.
You know what, its the little things that turn a bad situation into an unbearable one - like not being called back when you are promised a call, like being unsure who you really need to be talking to, like leaving messages that are never acted on, like sending stuff via post that disappears (blame not necessarilly with Porsche but the longer this goes on you wonder) etc etc.
Genuine mistakes happen. No problem if they are sorted and you get to know why a potentially very costly bodge up happenned in the first place. This is fanning the flames.
I also kind of agree with the 'honey catch fly' concept but you can only smile for so long. I am not courting Porsche for a favour. I expect good service and fairness.
>> If you take all the precautions (ie warranty) and have your eyes open that you are running a very high end car that will cost more to run than your average motor then you'll be ok
I am getting a little sick of hearing this (if it was in any way directed at me rather than being a generic catch-all comment). I had a warranty and have been forced to fight tooth and nail to have this honoured. I would have paid out 2k + had I not turned into Porsche cyber-terrorist, pushed, shoved and shouted myself hoarse. Porsche's various departments are now blaming each other.
This may be an isolated case. I am not speaking for the world. I am totally sick of the runaround and am telling you about it. I am not pretending to be the rule. I hope I am not.
You know what, its the little things that turn a bad situation into an unbearable one - like not being called back when you are promised a call, like being unsure who you really need to be talking to, like leaving messages that are never acted on, like sending stuff via post that disappears (blame not necessarilly with Porsche but the longer this goes on you wonder) etc etc.
Genuine mistakes happen. No problem if they are sorted and you get to know why a potentially very costly bodge up happenned in the first place. This is fanning the flames.
>> It would be a shame for people to read about one incident and think that this is the norm. There are literally thousands of Porsche owners driving around with nothing but praise for the company
I don't think there's a need to strategically 'balance' every thread with 'this is not the opinion of the masses etc etc'. People can make their own minds up. Boards like these should be where customers get heard - good and bad. I would never think of going onto to a post where someone has had a great experience to suggest that there are also 1000's of unhappy customers out there.
Latest stats prove more word of mouth online is positive rather than negative in aspect so if the company does a good job you should hear about. Just a finger in the air, but you often hear independents praised rather than the dealers. Don't want to start that one though.
I don't think there's a need to strategically 'balance' every thread with 'this is not the opinion of the masses etc etc'. People can make their own minds up. Boards like these should be where customers get heard - good and bad. I would never think of going onto to a post where someone has had a great experience to suggest that there are also 1000's of unhappy customers out there.
Latest stats prove more word of mouth online is positive rather than negative in aspect so if the company does a good job you should hear about. Just a finger in the air, but you often hear independents praised rather than the dealers. Don't want to start that one though.
Update:
Call from Porsche customer services who have now agreed to offer a free service in compensation for shit caused (as well as sorting the engine problem out of their pocket as mentioned). They are also going to collect the car and return it.
Now THAT'S better, Porsche.
Not want to get drawn into some of the other stuff going on in this thread. Suffice to say case closed I hope and big thanks to all the supportive and productive posts.
Call from Porsche customer services who have now agreed to offer a free service in compensation for shit caused (as well as sorting the engine problem out of their pocket as mentioned). They are also going to collect the car and return it.
Now THAT'S better, Porsche.
Not want to get drawn into some of the other stuff going on in this thread. Suffice to say case closed I hope and big thanks to all the supportive and productive posts.
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