Escalating a complaint
Discussion
Two months on from issues arising from a new (to me) car that I purchased, I'm no closer to resolution via the dealership, and am getting to the point where I need to escalate.
Does anybody have any idea how I'd do that? This is my second Porsche but not really familiar with the network or whether there is even such a way of escalating in the UK without going to the mothership?
Thanks.
Does anybody have any idea how I'd do that? This is my second Porsche but not really familiar with the network or whether there is even such a way of escalating in the UK without going to the mothership?
Thanks.
Have you checked the website ? https://www.porsche.com/uk/dialog/contactandinform...
Also think about engaging the Motoring Ombudsman. Although I think someone else said on a thread they’re very busy at the moment. Key thing is to have everything in writing...if you have a phone call send an e-mail summarising to the OPC straight afterwards confirming deadlines they have given you about responding to you or fixing the problem etc. If you haven’t done that already send an e-mail summarising what’s happened to date.
https://www.themotorombudsman.org/consumers/make-a...
https://www.themotorombudsman.org/consumers/make-a...
Mr Cod said:
Two months on from issues arising from a new (to me) car that I purchased, I'm no closer to resolution via the dealership, and am getting to the point where I need to escalate.
Does anybody have any idea how I'd do that? This is my second Porsche but not really familiar with the network or whether there is even such a way of escalating in the UK without going to the mothership?
Thanks.
Go to the dealer principal first. Porsche dealerships are targeted by Porsche on customer experience. There can be very notable exceptions, but nine times out of ten the DP will want to make you happy.Does anybody have any idea how I'd do that? This is my second Porsche but not really familiar with the network or whether there is even such a way of escalating in the UK without going to the mothership?
Thanks.
How about some details of what you're complaining about? Doesn't need to be chapter and verse but it might give us some idea of who you should be approaching.
It's all well and good giving advice to pop yourself over to Stuttgart and camp out in the CEO's office until you get what you want but it might be a tad melodramatic for a worn out wiper blade.
It's all well and good giving advice to pop yourself over to Stuttgart and camp out in the CEO's office until you get what you want but it might be a tad melodramatic for a worn out wiper blade.
Email the dealer principal, they should try and help.
We had issues after buying a 991.2 , everything was ok on the 111 pre sales check list, yet after it's first service we get the old your brake pads are very worn and under 3mm so they need replacing, we can do them now for 650quid!! (This call was 10mins before we arrived to pick the car up)
The car had done under 1000miles and 250 of those were motorway and the rest was pootling around as we can't go anywhere! So either they were low during it's pre sales check and they conveniently missed them or it was a sales tactic.
At the end we were offered the rear pads to be replaced foc by the dealer principal.
We had issues after buying a 991.2 , everything was ok on the 111 pre sales check list, yet after it's first service we get the old your brake pads are very worn and under 3mm so they need replacing, we can do them now for 650quid!! (This call was 10mins before we arrived to pick the car up)
The car had done under 1000miles and 250 of those were motorway and the rest was pootling around as we can't go anywhere! So either they were low during it's pre sales check and they conveniently missed them or it was a sales tactic.
At the end we were offered the rear pads to be replaced foc by the dealer principal.
Contact the DP re the issue, let it be known that customer services are aware and that you hope to work towards a swift resolution.
Contact customer services, log the concerns to date and express your optimism that your upcoming DP meeting will facilitate a swift resolution.
Then go to the meeting clear on both the issue and an outcome you would fine acceptable.
Contact customer services, log the concerns to date and express your optimism that your upcoming DP meeting will facilitate a swift resolution.
Then go to the meeting clear on both the issue and an outcome you would fine acceptable.
Gassing Station | Porsche General | Top of Page | What's New | My Stuff