Poor experience at OPC - what are your thoughts?
Discussion
Now I'm not going to name and shame here; I don't think that's overly fair. But wanted to get your thoughts on this...
I've got a 991.2 GTS that was just coming up to the end of it's three year warranty in November. I phoned my nearest OPC in October to report an aircon issue I'd be having (one side blowing hot, the other cold) and to arrange the extended warranty. They said they'd be happy look at the car and sort out the warranty, but couldn't see more for over two months. Mildly annoying, but obviously COVID has caused issues for everyone.
Two months later I take the car in. I point out the tyres do need replacing (they were all the correct N-rated Porsche spec tyres) and said I'm going to get them changed in the next day or so. The car had just been MOT'd the chap said they'd need doing soon, but were legal.
I got a phone call that evening from the OPC to say they all needed replacing, and if I wanted the warranty approved, either they would need to change them, or I'd have to bring the car back in to them to show them the tyres. They're a three hour round trip, so while they were £250 expensive, I thought time is money and went ahead.
I was also told the tyres were misaligned (they'd worn unevenly) so after bartering the price down a little, agreed for them to do a 4-wheel alignment. This I'm kicking myself for.
I pick the car up the next evening, right at the end of the day. The invoice is more than I thought by £300 or so. When I queried it, I was told the car was now out of warranty, so I'd have to pay for the 111 inspection and I presume some sort of inspection cost for the aircon issue. That by the way I was told there was no issue - no faults and therefore nothing to fix.
I refused to pay this as when I contacted them about it all, it was 5 or 6 weeks within warranty - they just couldn't see the car for 2+ months. A super nice Service Manager came out to see me and quickly agreed to sort out the invoice without too much argument.
I then get into the car, drive away to find I'm holding my steering wheel off the left - the wheel centre is completely screwed. Having looked at the Hunter printout when I got home, the first measurements show both front wheels pointing to the left by -0°09’ and 0°10’ - so 0°01’ out from parallel. Pretty obvious to my mind that the wheel is therefore off-centre, right? I'm fairly mechanically minded, but have never used an alignment machine, but surely with left toe, steer ahead and right toe, all basically reading the same measurement off the left, it's pretty obvious the wheel isn't in the right place?
Anyway, I sent the Service Manager a super long, fairly well-worded email. He's phoned straight away today and is hopefully heading out to se me (in his own car) to pick mine up and sort out the issue. He seems like a properly decent chap.
What are your thoughts on this? Does the OPC have to fit tyres to setup the extended warranty (I'm well-aware you do need to have the correct Porsche spec N-rated tyres fitted to the vehicle for the extended warranty). I was basically given the open of other three hour round trip or they fit the tyres there and then.
4-wheel alignment - do you lot trust an OPC to do this? I really am not sure if I do after this, and am thinking I'm really going to have to take the car to a specialist like Centre Gravity to get it all checked and setup properly, but they're miles away from me...
I'd love to know what the correct settings should be for my vehicle out of interest. I cannot find them online. The main thing that has been changed is a reduction of camber at the rear, and an slight increase in rear toe in. I'm kinda thinking more camber will handle slightly better...
My car is a 991.2 Carrera 2S GTS, PASM Sport (-20mm), no rear steer.
It all just feels like a supper frustrating situation and nothing seems to have gone very smoothly. I feel as though I was forced into getting them to do the tyres, persuaded into doing the alignment (which is entirely my fault) then had to battle to get them to reduce the invoice as they couldn't see my car for over two months...
As I said, no naming and shaming; I'm just relieved they seem to have a super decent Service Manager...
I've got a 991.2 GTS that was just coming up to the end of it's three year warranty in November. I phoned my nearest OPC in October to report an aircon issue I'd be having (one side blowing hot, the other cold) and to arrange the extended warranty. They said they'd be happy look at the car and sort out the warranty, but couldn't see more for over two months. Mildly annoying, but obviously COVID has caused issues for everyone.
Two months later I take the car in. I point out the tyres do need replacing (they were all the correct N-rated Porsche spec tyres) and said I'm going to get them changed in the next day or so. The car had just been MOT'd the chap said they'd need doing soon, but were legal.
I got a phone call that evening from the OPC to say they all needed replacing, and if I wanted the warranty approved, either they would need to change them, or I'd have to bring the car back in to them to show them the tyres. They're a three hour round trip, so while they were £250 expensive, I thought time is money and went ahead.
I was also told the tyres were misaligned (they'd worn unevenly) so after bartering the price down a little, agreed for them to do a 4-wheel alignment. This I'm kicking myself for.
I pick the car up the next evening, right at the end of the day. The invoice is more than I thought by £300 or so. When I queried it, I was told the car was now out of warranty, so I'd have to pay for the 111 inspection and I presume some sort of inspection cost for the aircon issue. That by the way I was told there was no issue - no faults and therefore nothing to fix.
I refused to pay this as when I contacted them about it all, it was 5 or 6 weeks within warranty - they just couldn't see the car for 2+ months. A super nice Service Manager came out to see me and quickly agreed to sort out the invoice without too much argument.
I then get into the car, drive away to find I'm holding my steering wheel off the left - the wheel centre is completely screwed. Having looked at the Hunter printout when I got home, the first measurements show both front wheels pointing to the left by -0°09’ and 0°10’ - so 0°01’ out from parallel. Pretty obvious to my mind that the wheel is therefore off-centre, right? I'm fairly mechanically minded, but have never used an alignment machine, but surely with left toe, steer ahead and right toe, all basically reading the same measurement off the left, it's pretty obvious the wheel isn't in the right place?
Anyway, I sent the Service Manager a super long, fairly well-worded email. He's phoned straight away today and is hopefully heading out to se me (in his own car) to pick mine up and sort out the issue. He seems like a properly decent chap.
What are your thoughts on this? Does the OPC have to fit tyres to setup the extended warranty (I'm well-aware you do need to have the correct Porsche spec N-rated tyres fitted to the vehicle for the extended warranty). I was basically given the open of other three hour round trip or they fit the tyres there and then.
4-wheel alignment - do you lot trust an OPC to do this? I really am not sure if I do after this, and am thinking I'm really going to have to take the car to a specialist like Centre Gravity to get it all checked and setup properly, but they're miles away from me...
I'd love to know what the correct settings should be for my vehicle out of interest. I cannot find them online. The main thing that has been changed is a reduction of camber at the rear, and an slight increase in rear toe in. I'm kinda thinking more camber will handle slightly better...
My car is a 991.2 Carrera 2S GTS, PASM Sport (-20mm), no rear steer.
It all just feels like a supper frustrating situation and nothing seems to have gone very smoothly. I feel as though I was forced into getting them to do the tyres, persuaded into doing the alignment (which is entirely my fault) then had to battle to get them to reduce the invoice as they couldn't see my car for over two months...
As I said, no naming and shaming; I'm just relieved they seem to have a super decent Service Manager...
If the tyres were legal I see no reason why a warranty extension would be refused on them, but I don't know the check that's made as part of the 111-point check as it may require more tread than the legal limit. For the extended warranty you have to play by Porsche's rules which can be a royal pain in the backside, as you've found out.
Like any business, you're reliant on the person(s) doing the work and they can vary in competence and understanding of the rules. If you're not happy with the result you complain and get it resolved which the service manager seems to be doing. If it was me, I'd get the steering wheel alignment sorted and take the car to another OPC to get the aircon fixed and I'd probably not use the original OPC again.
Like any business, you're reliant on the person(s) doing the work and they can vary in competence and understanding of the rules. If you're not happy with the result you complain and get it resolved which the service manager seems to be doing. If it was me, I'd get the steering wheel alignment sorted and take the car to another OPC to get the aircon fixed and I'd probably not use the original OPC again.
The service manager has obviously made a decent impression on you so I would advise you to speak with him face to face and discuss things in a very calm way, stressing how frustrated and disappointed you are about what has happened. Give him the time to put things right and set your relationship with the OPC back to zero and start again.
Anyone who works in a public facing role knows the worst type of complainant to deal with is the one who rants and raves from the outset, making any amount of unreasonable demands.
Yes, you've had a bad experience but things go wrong in all walks of life. The very best customer service should be judged on how well they resolve matters.
Good luck - it'll be ok!
Anyone who works in a public facing role knows the worst type of complainant to deal with is the one who rants and raves from the outset, making any amount of unreasonable demands.
Yes, you've had a bad experience but things go wrong in all walks of life. The very best customer service should be judged on how well they resolve matters.
Good luck - it'll be ok!
Twinfan said:
If the tyres were legal I see no reason why a warranty extension would be refused on them, but I don't know the check that's made as part of the 111-point check as it may require more tread than the legal limit. For the extended warranty you have to play by Porsche's rules which can be a royal pain in the backside, as you've found out.
Like any business, you're reliant on the person(s) doing the work and they can vary in competence and understanding of the rules. If you're not happy with the result you complain and get it resolved which the service manager seems to be doing. If it was me, I'd get the steering wheel alignment sorted and take the car to another OPC to get the aircon fixed and I'd probably not use the original OPC again.
I think you've probably hit the nail on the head; I need to play by Porsches rules if I want to use their extended warranty. They were about 22% more expensive than my local indy, which actually isn't too bad I don't think. I just begrudged feeling like I was lightly being forced into it!Like any business, you're reliant on the person(s) doing the work and they can vary in competence and understanding of the rules. If you're not happy with the result you complain and get it resolved which the service manager seems to be doing. If it was me, I'd get the steering wheel alignment sorted and take the car to another OPC to get the aircon fixed and I'd probably not use the original OPC again.
Lonely said:
The service manager has obviously made a decent impression on you so I would advise you to speak with him face to face and discuss things in a very calm way, stressing how frustrated and disappointed you are about what has happened. Give him the time to put things right and set your relationship with the OPC back to zero and start again.
Anyone who works in a public facing role knows the worst type of complainant to deal with is the one who rants and raves from the outset, making any amount of unreasonable demands.
Yes, you've had a bad experience but things go wrong in all walks of life. The very best customer service should be judged on how well they resolve matters.
Good luck - it'll be ok!
The service manager and I have had a good chat, he was super apologetic and has just left me his personal vehicle and done a 2.5hr round trip to pick my car up so they can sort the problem. Anyone who works in a public facing role knows the worst type of complainant to deal with is the one who rants and raves from the outset, making any amount of unreasonable demands.
Yes, you've had a bad experience but things go wrong in all walks of life. The very best customer service should be judged on how well they resolve matters.
Good luck - it'll be ok!
As you said, the very best customer service should be judged on how well they resolve matters, and it looks like things are going to get sorted without me having to spend any time on it, which is nice. All I can say about this garage is it's a bloody good job they've got this chap. He's a real car nut I think, judging by his personal car..
I think I just need to chill out about it and move on!
OliOC said:
The service manager and I have had a good chat, he was super apologetic and has just left me his personal vehicle and done a 2.5hr round trip to pick my car up so they can sort the problem.
As you said, the very best customer service should be judged on how well they resolve matters, and it looks like things are going to get sorted without me having to spend any time on it, which is nice. All I can say about this garage is it's a bloody good job they've got this chap. He's a real car nut I think, judging by his personal car..
I think I just need to chill out about it and move on!
Sounds like good service to be honest! They made a mistake, which happens and seem to be doing a great job rectifying it. Legal tyres are a must for warranty. I have a very low mileage 997 and once when extending the warranty had to replace what were perfectly good tyres from a wear perspective as they were 6 years old, which is the Porsche limit for warranty. Frustrating, but in truth the rubber probably goes off / hardens a little over time so probably sensible for safety.As you said, the very best customer service should be judged on how well they resolve matters, and it looks like things are going to get sorted without me having to spend any time on it, which is nice. All I can say about this garage is it's a bloody good job they've got this chap. He's a real car nut I think, judging by his personal car..
I think I just need to chill out about it and move on!
Lonely said:
OliOC said:
I think I just need to chill out about it and move on!
Exactly!ETA - what's he left you? Something nice I hope!
His personal car is an M4 CS. Very nice feeling motor. Although it has already reminded me how spikey they are - especially in the cold and damp. I think they run Michelin Pilot Sport Cup 2 tyres from memory.
As I said, thank god for this Service Manager - I have a feeling I would have gone in all guns blazing if it wasn't for him...
AndySurrey said:
OliOC said:
The service manager and I have had a good chat, he was super apologetic and has just left me his personal vehicle and done a 2.5hr round trip to pick my car up so they can sort the problem.
As you said, the very best customer service should be judged on how well they resolve matters, and it looks like things are going to get sorted without me having to spend any time on it, which is nice. All I can say about this garage is it's a bloody good job they've got this chap. He's a real car nut I think, judging by his personal car..
I think I just need to chill out about it and move on!
Sounds like good service to be honest! They made a mistake, which happens and seem to be doing a great job rectifying it. Legal tyres are a must for warranty. I have a very low mileage 997 and once when extending the warranty had to replace what were perfectly good tyres from a wear perspective as they were 6 years old, which is the Porsche limit for warranty. Frustrating, but in truth the rubber probably goes off / hardens a little over time so probably sensible for safety.As you said, the very best customer service should be judged on how well they resolve matters, and it looks like things are going to get sorted without me having to spend any time on it, which is nice. All I can say about this garage is it's a bloody good job they've got this chap. He's a real car nut I think, judging by his personal car..
I think I just need to chill out about it and move on!
Just a comment on the 4 wheel alignment, I wouldn’t allow my OPC to do that work. They truely cocked up the Geo on my GT4 as part of the gearbox recall work. Had to get it sorted elsewhere.
My 911 recently need a new windscreen, I asked them to do it and they explain that this need to check the Geo as part of the process, safe to say I went elsewhere.
My 911 recently need a new windscreen, I asked them to do it and they explain that this need to check the Geo as part of the process, safe to say I went elsewhere.
jcosh said:
Just a comment on the 4 wheel alignment, I wouldn’t allow my OPC to do that work. They truely cocked up the Geo on my GT4 as part of the gearbox recall work. Had to get it sorted elsewhere.
My 911 recently need a new windscreen, I asked them to do it and they explain that this need to check the Geo as part of the process, safe to say I went elsewhere.
They need to check the Geo as part of replacing the windscreen ?!!?! WTF ! My 911 recently need a new windscreen, I asked them to do it and they explain that this need to check the Geo as part of the process, safe to say I went elsewhere.
OliOC said:
Twinfan said:
If the tyres were legal I see no reason why a warranty extension would be refused on them, but I don't know the check that's made as part of the 111-point check as it may require more tread than the legal limit. For the extended warranty you have to play by Porsche's rules which can be a royal pain in the backside, as you've found out.
Like any business, you're reliant on the person(s) doing the work and they can vary in competence and understanding of the rules. If you're not happy with the result you complain and get it resolved which the service manager seems to be doing. If it was me, I'd get the steering wheel alignment sorted and take the car to another OPC to get the aircon fixed and I'd probably not use the original OPC again.
I think you've probably hit the nail on the head; I need to play by Porsches rules if I want to use their extended warranty. They were about 22% more expensive than my local indy, which actually isn't too bad I don't think. I just begrudged feeling like I was lightly being forced into it!Like any business, you're reliant on the person(s) doing the work and they can vary in competence and understanding of the rules. If you're not happy with the result you complain and get it resolved which the service manager seems to be doing. If it was me, I'd get the steering wheel alignment sorted and take the car to another OPC to get the aircon fixed and I'd probably not use the original OPC again.
Crazy thing is that I have tried to take out a warranty twice in the last two years and been prevented from doing so by these issues or rather non-issues. Perhaps this is one additional reason why the warranty inspection requirement has been dropped?
Sadly I suspect that I will get the same 'level of service' anywhere I go.
I had an OPC cock-up the geo on my 718 Cayman - though I didn't have to pay as it was adjusted under warranty.
After the OPC "played" about with the car, the rear cambers were both massively incorrect and not symetrical. Had it resolved by Center Gravity, who suspected the OPC's ramp was not level and/or a 30 stone technician was sat in the car while it was adjusted! They showed me where the camber bolts have some alignment markings and by lining up on the centre-marking alone - even without any Hunter measurement - gets it all but symetrical left to right and very near factory spec. However, the OPC missed this elementary indicatior and dialed them way off.
A tool (Hunter) is only as good as the operator.
After the OPC "played" about with the car, the rear cambers were both massively incorrect and not symetrical. Had it resolved by Center Gravity, who suspected the OPC's ramp was not level and/or a 30 stone technician was sat in the car while it was adjusted! They showed me where the camber bolts have some alignment markings and by lining up on the centre-marking alone - even without any Hunter measurement - gets it all but symetrical left to right and very near factory spec. However, the OPC missed this elementary indicatior and dialed them way off.
A tool (Hunter) is only as good as the operator.
churchie2856 said:
I had an OPC cock-up the geo on my 718 Cayman - though I didn't have to pay as it was adjusted under warranty.
After the OPC "played" about with the car, the rear cambers were both massively incorrect and not symetrical. Had it resolved by Center Gravity, who suspected the OPC's ramp was not level and/or a 30 stone technician was sat in the car while it was adjusted! They showed me where the camber bolts have some alignment markings and by lining up on the centre-marking alone - even without any Hunter measurement - gets it all but symetrical left to right and very near factory spec. However, the OPC missed this elementary indicatior and dialed them way off.
A tool (Hunter) is only as good as the operator.
This is what concerns me a little. Think I may have to take it to Centre Gravity in the New Year...After the OPC "played" about with the car, the rear cambers were both massively incorrect and not symetrical. Had it resolved by Center Gravity, who suspected the OPC's ramp was not level and/or a 30 stone technician was sat in the car while it was adjusted! They showed me where the camber bolts have some alignment markings and by lining up on the centre-marking alone - even without any Hunter measurement - gets it all but symetrical left to right and very near factory spec. However, the OPC missed this elementary indicatior and dialed them way off.
A tool (Hunter) is only as good as the operator.
Please post your alignment print-out (blank the name of the OPC).
I let main dealers do the servicing (oil changes, filters, etc). Replacing wear and tear (tyre, brakes, etc) - I buy offical manufacturer's parts and farm the job out to a cheaper and more importantly, competent, workshop. For other jobs (e.g. alignment) I go to recognised specialists.
I let main dealers do the servicing (oil changes, filters, etc). Replacing wear and tear (tyre, brakes, etc) - I buy offical manufacturer's parts and farm the job out to a cheaper and more importantly, competent, workshop. For other jobs (e.g. alignment) I go to recognised specialists.
churchie2856 said:
Please post your alignment print-out (blank the name of the OPC).
I let main dealers do the servicing (oil changes, filters, etc). Replacing wear and tear (tyre, brakes, etc) - I buy offical manufacturer's parts and farm the job out to a cheaper and more importantly, competent, workshop. For other jobs (e.g. alignment) I go to recognised specialists.
Your approach seems to make a lot of sense. Providing genuine parts were used, would there be any issue with the extended Porsche warranty?I let main dealers do the servicing (oil changes, filters, etc). Replacing wear and tear (tyre, brakes, etc) - I buy offical manufacturer's parts and farm the job out to a cheaper and more importantly, competent, workshop. For other jobs (e.g. alignment) I go to recognised specialists.
Here is a printout of the Hunter adjustment...
Looking at that, while not perfect it's within spec and about what you'd expect from an OPC, but I don't see how you're getting that the steering wheel is misaligned from it.
However, the 'before' setup is shocking - were you looking at that instead?
However, the 'before' setup is shocking - were you looking at that instead?
Edited by Twinfan on Friday 11th December 08:44
Gassing Station | Porsche General | Top of Page | What's New | My Stuff