911 (992) Porsche had my new car for 7 weeks still off road
Discussion
Looking for some advice from the group please.
I’m in the UK, my 992 ordered in Nov 19, car has been great but went in for a couple of recalls 3 weeks ago and at the same time I asked them to look at the Porsche Connect function as it always gave me an error when I tried to connect so never could use it.
The guys at the dealership said they had never seen this error before so they said they would reset a few things which didn’t work so said their only recourse was to the replace the unit in the car.
They did this 7 weeks ago, but when they did it put the car into “theft mode” which they now can’t change the status of, so they sent a ticket to Porsche Germany but no one knows how to resolve it. Fast forward 7 weeks and my car is still in theft mode and stuck at the dealers!
They cannot give me an update as they have no way of escalating this with Germany it seems but the outcome is my car is stuck there and I am stuck in the loan Panemera they have given me (which is not a 992).
I’ve complained multiple times and even involved the dealer principle, I’ve emailed Porsches CEO but no-one seems to care but, they’ve offered me some used cars they have at the dealers but I would have to pay the difference in price and don’t have the spec I specced from new.
I’ve threatened rejection but they don’t seem to care and from the price they’ve offered to by the car back from me it’s a bit too much of a hit
It went in on the 31st July and was meant to be out the same day, what are my options here please?
I’m going to ring the Motor ombudsman tomorrow and try and get them involved.
At the very least I should be in a 992 loan car and they should be covering my expenses I.e repayments, car tax and insurance while it’s off the road?
It’s a total joke and their customer service is woeful
I’m in the UK, my 992 ordered in Nov 19, car has been great but went in for a couple of recalls 3 weeks ago and at the same time I asked them to look at the Porsche Connect function as it always gave me an error when I tried to connect so never could use it.
The guys at the dealership said they had never seen this error before so they said they would reset a few things which didn’t work so said their only recourse was to the replace the unit in the car.
They did this 7 weeks ago, but when they did it put the car into “theft mode” which they now can’t change the status of, so they sent a ticket to Porsche Germany but no one knows how to resolve it. Fast forward 7 weeks and my car is still in theft mode and stuck at the dealers!
They cannot give me an update as they have no way of escalating this with Germany it seems but the outcome is my car is stuck there and I am stuck in the loan Panemera they have given me (which is not a 992).
I’ve complained multiple times and even involved the dealer principle, I’ve emailed Porsches CEO but no-one seems to care but, they’ve offered me some used cars they have at the dealers but I would have to pay the difference in price and don’t have the spec I specced from new.
I’ve threatened rejection but they don’t seem to care and from the price they’ve offered to by the car back from me it’s a bit too much of a hit
It went in on the 31st July and was meant to be out the same day, what are my options here please?
I’m going to ring the Motor ombudsman tomorrow and try and get them involved.
At the very least I should be in a 992 loan car and they should be covering my expenses I.e repayments, car tax and insurance while it’s off the road?
It’s a total joke and their customer service is woeful
Edited by prismv on Thursday 24th September 16:37
prismv said:
Looking for some advice from the group please.
I’m in the UK, my 992 ordered in Nov 19, car has been great but went in for a couple of recalls 3 weeks ago and at the same time I asked them to look at the Porsche Connect function as it always gave me an error when I tried to connect so never could use it.
The guys at the dealership said they had never seen this error before so they said they would reset a few things which didn’t work so said their only recourse was to the replace the unit in the car.
They did this 7 weeks ago, but when they did it put the car into “theft mode” which they now can’t change the status of, so they sent a ticket to Porsche Germany but no one knows how to resolve it. Fast forward 7 weeks and my car is still in theft mode and stuck at the dealers!
They cannot give me an update as they have no way of escalating this with Germany it seems but the outcome is my car is stuck there and I am stuck in the loan Panemera they have given me (which is not a 992).
I’ve complained multiple times and even involved the dealer principle, I’ve emailed Porsches CEO but no-one seems to care but, they’ve offered me some used cars they have at the dealers but I would have to pay the difference in price and don’t have the spec I specced from new.
I’ve threatened rejection but they don’t seem to care and from the price they’ve offered to by the car back from me it’s a bit too much of a hit
It went in on the 31st July and was meant to be out the same day, what are my options here please?
I’m going to ring the Motor ombudsman tomorrow and try and get them involved.
At the very least I should be in a 992 loan car and they should be covering my expenses I.e repayments, car tax and insurance while it’s off the road?
It’s a total joke and their customer service is woeful.
I had this with a new 997 turbo back in the day.Fault in the loom resulted in the car going into the garage for many weeks,then porsche sent faulty loom over and went on their factory holiday.I insisted they buy the car from me which they did at more or less the list price less an adjustment for the mileage I had done .I’m in the UK, my 992 ordered in Nov 19, car has been great but went in for a couple of recalls 3 weeks ago and at the same time I asked them to look at the Porsche Connect function as it always gave me an error when I tried to connect so never could use it.
The guys at the dealership said they had never seen this error before so they said they would reset a few things which didn’t work so said their only recourse was to the replace the unit in the car.
They did this 7 weeks ago, but when they did it put the car into “theft mode” which they now can’t change the status of, so they sent a ticket to Porsche Germany but no one knows how to resolve it. Fast forward 7 weeks and my car is still in theft mode and stuck at the dealers!
They cannot give me an update as they have no way of escalating this with Germany it seems but the outcome is my car is stuck there and I am stuck in the loan Panemera they have given me (which is not a 992).
I’ve complained multiple times and even involved the dealer principle, I’ve emailed Porsches CEO but no-one seems to care but, they’ve offered me some used cars they have at the dealers but I would have to pay the difference in price and don’t have the spec I specced from new.
I’ve threatened rejection but they don’t seem to care and from the price they’ve offered to by the car back from me it’s a bit too much of a hit
It went in on the 31st July and was meant to be out the same day, what are my options here please?
I’m going to ring the Motor ombudsman tomorrow and try and get them involved.
At the very least I should be in a 992 loan car and they should be covering my expenses I.e repayments, car tax and insurance while it’s off the road?
It’s a total joke and their customer service is woeful.
I was speaking to an OPC service advisor recently and he said the 992 is very problematic (electrics rather than mechanical). He pointed to a couple in the workshop area that they were "struggling" to fix. We got onto the conversation because I said I liked the look of their 992 in the showroom and he said I'd be better off with a late 991 if I didn't want to be a regular face in the OPC 
I'd try and get it gone.
I'd try and get it gone.
Go an take some legal advice. I believe you would have legal grounds to reject the car and get a full refund, but none of us on here are lawyers. You may have to spend £5k on legal fees (the most of which you would reclaim from Porsche once the matter is settled) but the minute the minute a lawyer is involved the dealer will have no choice but to deal with this correctly.
Could just be my poor comprehension but your post it quite confusing regarding time periods and offers that have been discussed to resolve the matter. I think expecting them to give you another 992 loaner AND pay your finance, VED etc is expecting a bit much.
I would seek legal advice so you are aware of your options and the time frames you need to give for any rejection to be possible. I then think you need to get some clear and realistic resolutions down on paper and arrange to go in and speak to the dealer principle.
It's unfortunate it's worked out like this as I remember your thread leading up to this purchase. Not the best experience for your first Porsche.
I would seek legal advice so you are aware of your options and the time frames you need to give for any rejection to be possible. I then think you need to get some clear and realistic resolutions down on paper and arrange to go in and speak to the dealer principle.
It's unfortunate it's worked out like this as I remember your thread leading up to this purchase. Not the best experience for your first Porsche.
You should be able to reject the car but you will need to let them know formally that this is what you want to do and if the car is financed they will also need to be told. You'll need to give back the loaner and make alternative arrangements for transport. Its unclear exactly when you took delivery and when the issue that its in for occured.
- If it was in the first 30 days of you collecting the car then you reject the car get a full refund
- If it was after thirty days and under 6 months then they have one chance to fix it. If they are unable to do that you can reject and get a partial refund as they are allowed to deduct for usage but cannot include the time it was in the garage.
The issue you have stated probably falls into the the final right to reject using one of the following:
They were unable to provide a repair or replacement because both were impossible
The consumer asked for a repair or replacement, but it has not been done in a reasonable time or without significant inconvenience to the consumer.
- If it was in the first 30 days of you collecting the car then you reject the car get a full refund
- If it was after thirty days and under 6 months then they have one chance to fix it. If they are unable to do that you can reject and get a partial refund as they are allowed to deduct for usage but cannot include the time it was in the garage.
The issue you have stated probably falls into the the final right to reject using one of the following:
They were unable to provide a repair or replacement because both were impossible
The consumer asked for a repair or replacement, but it has not been done in a reasonable time or without significant inconvenience to the consumer.
You’re doing the right thing by getting the Motoring Ombudsman involved....at that stage they will stop f
king you about. I would also check what the terms of the warranty are i.e. what is their obligation in terms of fixing the car ?
I think the lesson to take from anything like this is get it all in wriiing. That probably means sending an e-mail to the OPC confirming the contents of any phone calls you have received from them as they will be keen not to....although I think all OPC’s record calls “for training purposes”.
My OPC sales exec said something very similar to me about 992’s that Phooey was told...and in fact any of their cars....there have been problems with most of the recent cars in the first year which have taken a while to sort out.
king you about. I would also check what the terms of the warranty are i.e. what is their obligation in terms of fixing the car ? I think the lesson to take from anything like this is get it all in wriiing. That probably means sending an e-mail to the OPC confirming the contents of any phone calls you have received from them as they will be keen not to....although I think all OPC’s record calls “for training purposes”.
My OPC sales exec said something very similar to me about 992’s that Phooey was told...and in fact any of their cars....there have been problems with most of the recent cars in the first year which have taken a while to sort out.
nunpuncher said:
Could just be my poor comprehension but your post it quite confusing regarding time periods and offers that have been discussed to resolve the matter. I think expecting them to give you another 992 loaner AND pay your finance, VED etc is expecting a bit much.
I would seek legal advice so you are aware of your options and the time frames you need to give for any rejection to be possible. I then think you need to get some clear and realistic resolutions down on paper and arrange to go in and speak to the dealer principle.
It's unfortunate it's worked out like this as I remember your thread leading up to this purchase. Not the best experience for your first Porsche.
Had the car since Nov 19 have had no compensation nor a like for like car I would seek legal advice so you are aware of your options and the time frames you need to give for any rejection to be possible. I then think you need to get some clear and realistic resolutions down on paper and arrange to go in and speak to the dealer principle.
It's unfortunate it's worked out like this as I remember your thread leading up to this purchase. Not the best experience for your first Porsche.
I don’t think either of those are unreasonable as the car has been off the road for 2 months now
moonigan said:
You should be able to reject the car but you will need to let them know formally that this is what you want to do and if the car is financed they will also need to be told. You'll need to give back the loaner and make alternative arrangements for transport. Its unclear exactly when you took delivery and when the issue that its in for occured.
- If it was in the first 30 days of you collecting the car then you reject the car get a full refund
- If it was after thirty days and under 6 months then they have one chance to fix it. If they are unable to do that you can reject and get a partial refund as they are allowed to deduct for usage but cannot include the time it was in the garage.
The issue you have stated probably falls into the the final right to reject using one of the following:
They were unable to provide a repair or replacement because both were impossible
The consumer asked for a repair or replacement, but it has not been done in a reasonable time or without significant inconvenience to the consumer.
Had the car since Nov 19, done about 2000 miles the issue with rejection now is that they will make a derisory offer, if I get a full refund fine but it’s not going to happen - If it was in the first 30 days of you collecting the car then you reject the car get a full refund
- If it was after thirty days and under 6 months then they have one chance to fix it. If they are unable to do that you can reject and get a partial refund as they are allowed to deduct for usage but cannot include the time it was in the garage.
The issue you have stated probably falls into the the final right to reject using one of the following:
They were unable to provide a repair or replacement because both were impossible
The consumer asked for a repair or replacement, but it has not been done in a reasonable time or without significant inconvenience to the consumer.
Cheib said:
You’re doing the right thing by getting the Motoring Ombudsman involved....at that stage they will stop fking you about. I would also check what the terms of the warranty are i.e. what is their obligation in terms of fixing the car ?
I think the lesson to take from anything like this is get it all in wriiing. That probably means sending an e-mail to the OPC confirming the contents of any phone calls you have received from them as they will be keen not to....although I think all OPC’s record calls “for training purposes”.
My OPC sales exec said something very similar to me about 992’s that Phooey was told...and in fact any of their cars....there have been problems with most of the recent cars in the first year which have taken a while to sort out.
Standard 3 year OPC new car warranty king you about. I would also check what the terms of the warranty are i.e. what is their obligation in terms of fixing the car ? I think the lesson to take from anything like this is get it all in wriiing. That probably means sending an e-mail to the OPC confirming the contents of any phone calls you have received from them as they will be keen not to....although I think all OPC’s record calls “for training purposes”.
My OPC sales exec said something very similar to me about 992’s that Phooey was told...and in fact any of their cars....there have been problems with most of the recent cars in the first year which have taken a while to sort out.
The car was fine until they replaced the computer unit which has put the car into theft mode and now they can’t get it out
JulierPass said:
Go an take some legal advice. I believe you would have legal grounds to reject the car and get a full refund, but none of us on here are lawyers. You may have to spend £5k on legal fees (the most of which you would reclaim from Porsche once the matter is settled) but the minute the minute a lawyer is involved the dealer will have no choice but to deal with this correctly.
I have free legal cover with my house insurance included, but will get the Ombudsman involved now, not sure what powers they have Friends got a 992, Porsche Gb don’t want to know how crap it is.
But it’s a total lemon.
It’s like Porsche make a st gen 1 car every time
997.1= st
991.1 = st
992.1 = st
Stick to gen 2 cars
Same with Caymans and Boxster, all the gen 1 cars are sters.
987.1 = st
981 = st
718.1 debatable but the 718.2 4.0 good.
I don’t get why Porsche get such a good name with so many st cars.
Is it the same with the SUV gen 1's
Would not touch a 992 GT3 with a barge pole knowing how bad the 992 is.
But it’s a total lemon.
It’s like Porsche make a s
t gen 1 car every time997.1= s
t991.1 = s
t992.1 = s
tStick to gen 2 cars
Same with Caymans and Boxster, all the gen 1 cars are s
ters.987.1 = s
t981 = s
t718.1 debatable but the 718.2 4.0 good.
I don’t get why Porsche get such a good name with so many s
t cars. Is it the same with the SUV gen 1's
Would not touch a 992 GT3 with a barge pole knowing how bad the 992 is.
prismv said:
Had the car since Nov 19, done about 2000 miles the issue with rejection now is that they will make a derisory offer, if I get a full refund fine but it’s not going to happen
They don’t get to pick the number it has to be based on your usage. Making a deduction for use
If you do apply a deduction for use, it must reflect the use that the consumer has had from the goods. The law does not prescribe how to calculate the deduction. But you must be able to show that it reflects the use that the consumer has had, rather than, for example, reducing the refund to the second-hand value of the goods.
You can consider all relevant information (for example the type of goods, the intended use, expected lifespan, etc.) when assessing how much use the consumer has had and what level of deduction would be appropriate to reflect this. For example, in the case of a car, you will have evidence of the mileage, whereas for other goods you might need to assess the wear and tear that the goods show. In some situations there may be no evidence either way.
GOODS: Business Guidance
The deduction should not take account of any time that the goods were with you for repair or assessment of the fault – the consumer had no use of them at that time. You may not take account of any use the consumer had at any times when you had agreed to collect the goods but were late or did not do so.
If you apply a deduction and the consumer believes that it is unfair, you will need to be able to justify your calculation so it is good practice to be able to show objective criteria or information that the calculation is based on. Ultimately, if you and the consumer fail to reach an agreement, it would be for a court to decide.
Note that the deduction must be calculated based on the use that the consumer has
had from the goods, and not the second-hand value of the goods.
Porsche911R said:
Friends got a 992, Porsche Gb don’t want to know how crap it is.
But it’s a total lemon.
It’s like Porsche make a st gen 1 car every time
997.1= st
991.1 = st
992.1 = st
Stick to gen 2 cars
Same with Caymans and Boxster, all the gen 1 cars are sters.
987.1 = st
981 = st
718.1 debatable but the 718.2 4.0 good.
I don’t get why Porsche get such a good name with so many st cars.
Is it the same with the SUV gen 1's
Would not touch a 992 GT3 with a barge pole knowing how bad the 992 is.
I agree 100%...Porsche are now officially a maker of dull,mediocre and shoddily built mass market cars..Personally would turn down any allocation of a 992GT3 as it'll be most likely a turd with a one fast Ring lap before it disintegrates into a pile of scrap..But it’s a total lemon.
It’s like Porsche make a s
t gen 1 car every time997.1= s
t991.1 = s
t992.1 = s
tStick to gen 2 cars
Same with Caymans and Boxster, all the gen 1 cars are s
ters.987.1 = s
t981 = s
t718.1 debatable but the 718.2 4.0 good.
I don’t get why Porsche get such a good name with so many s
t cars. Is it the same with the SUV gen 1's
Would not touch a 992 GT3 with a barge pole knowing how bad the 992 is.
Taffy66 said:
I agree 100%...Porsche are now officially a maker of dull,mediocre and shoddily built mass market cars..Personally would turn down any allocation of a 992GT3 as it'll be most likely a turd with a one fast Ring lap before it disintegrates into a pile of scrap..
In all fairness the car has been great since I’ve had it, great to drive far better than anything else I’ve had, sadly this is an electronic/communications issue which is very odd and it’s a problem they’ve not encountered before. It’s a fair point about the first gen thing but I’m not sure I can reject it without taking a huge bath on the price they give me prismv said:
JulierPass said:
Go an take some legal advice. I believe you would have legal grounds to reject the car and get a full refund, but none of us on here are lawyers. You may have to spend £5k on legal fees (the most of which you would reclaim from Porsche once the matter is settled) but the minute the minute a lawyer is involved the dealer will have no choice but to deal with this correctly.
I have free legal cover with my house insurance included, but will get the Ombudsman involved now, not sure what powers they have I suppose the question is whether the dispute is with the OPC or Porsche GB/AG. Your warranty is from Porsche AG so it’s them that should be making sure your car is repaired and fully functional, they rely on the OPC to do that. Normally in cases like this there’s a Master Tech from Porsche GB involved to look at the car if the OPC can’t fix it. It’s in the OPC’s interest to refer it as they don’t want to be wasting their time on something they can’t fx. Has that happened ?
Cheib said:
If the OPC is part of a trade body or their dealer group uses the Ombudsman I think it’s very unlikely that they won’t vast on the decision. That said I believe it’s binding for you too...don’t think you can use it and say you don’t like the decision and seek redress elsewhere.
I suppose the question is whether the dispute is with the OPC or Porsche GB/AG. Your warranty is from Porsche AG so it’s them that should be making sure your car is repaired and fully functional, they rely on the OPC to do that. Normally in cases like this there’s a Master Tech from Porsche GB involved to look at the car if the OPC can’t fix it. It’s in the OPC’s interest to refer it as they don’t want to be wasting their time on something they can’t fx. Has that happened ?
Yes a ticket has been raised and I'm told lots of activity on it. They service team told me they had a zoom call with Porsche Germany a few weeks ago which "in all the years he's been working there is unheard of" So it's not like they aren't trying - they just don't know how to fix it, it seemsI suppose the question is whether the dispute is with the OPC or Porsche GB/AG. Your warranty is from Porsche AG so it’s them that should be making sure your car is repaired and fully functional, they rely on the OPC to do that. Normally in cases like this there’s a Master Tech from Porsche GB involved to look at the car if the OPC can’t fix it. It’s in the OPC’s interest to refer it as they don’t want to be wasting their time on something they can’t fx. Has that happened ?
prismv said:
Cheib said:
If the OPC is part of a trade body or their dealer group uses the Ombudsman I think it’s very unlikely that they won’t vast on the decision. That said I believe it’s binding for you too...don’t think you can use it and say you don’t like the decision and seek redress elsewhere.
I suppose the question is whether the dispute is with the OPC or Porsche GB/AG. Your warranty is from Porsche AG so it’s them that should be making sure your car is repaired and fully functional, they rely on the OPC to do that. Normally in cases like this there’s a Master Tech from Porsche GB involved to look at the car if the OPC can’t fix it. It’s in the OPC’s interest to refer it as they don’t want to be wasting their time on something they can’t fx. Has that happened ?
Yes a ticket has been raised and I'm told lots of activity on it. They service team told me they had a zoom call with Porsche Germany a few weeks ago which "in all the years he's been working there is unheard of" So it's not like they aren't trying - they just don't know how to fix it, it seemsI suppose the question is whether the dispute is with the OPC or Porsche GB/AG. Your warranty is from Porsche AG so it’s them that should be making sure your car is repaired and fully functional, they rely on the OPC to do that. Normally in cases like this there’s a Master Tech from Porsche GB involved to look at the car if the OPC can’t fix it. It’s in the OPC’s interest to refer it as they don’t want to be wasting their time on something they can’t fx. Has that happened ?
What you should really have is an agreed timetable that they have to work to and if they can’t fix your car then you get a refund less the attributable value of your mileage/time you owned the car whilst it worked.
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