AFN Guildford: A Different Perspective.
Discussion
I'm interested to hear the view of other owners as to the merits of using a specialist as opposed to OPC for maintenance. I would also be interested to hear about Camtune in Godalming if anybody has good (or bad) experiences.
I run a six and a half year old 993 sold to me and serviced since new by AFN Guildford. It doesn't do high mileage (currently 39,000) so I tend to use my judgement as to when services are needed. I certainly fail to see why a car that has done less than 5,000 miles since a service suddenly needs one because the date on the calendar has changed!
AFN Guildford have recently p****d me off, not for the first time, by their attitude. The Long-Life Guarantee (10 years) requires an annual body check and stamping up of the book. Recently I asked them whether it could wait until I have the car serviced in October. Answer 'no - it needs to be done as close to the anniversary of the last one as possible'. Fair enough I thought and booked it in. Surprise surprise. AFN.... 'We'll need to make a charge for that sir since you're not having it done as part of a service'. I made it clear that I wouldn't be paying.
The subject came up again when I dropped the car off so I invited them to read the sentence at the top of page 19 of the Guarantee and Maintenance booklet supplied with car by Porsche. It says the car will will be inspected "at no extra cost to the customer" and the phrase is even underlined. Sheepish looks and, of course, no charge for the inspection. Equally relevant is the fact that they have inspected it before separately from maintenance and the subject of a charge never arose. Elsewhere in the documentation Porsche state that the guarantees are 'part of the original sale contract' so of course they have already been paid for!
What then really got to me was the list of trivialities and non-body related items they brought up. AFN.... 'There's a split on the rear bumper'. Me.... true but its been there for the last three years and you haven't mentioned it before.
AFN.... 'The clutch is graunchy'. Me..... what does that mean? AFN.... 'Well errr - its graunchy. Me.... you mean unserviceable or likely to fail imminently? AFN.... 'Errr no'.
AFN.... 'Theres some rust on the inside of the brake discs'. Me.... and the significance bearing in mind its been lying in the rain all weekend? AFN.... 'Its more than just the usual - it might affect braking performance'. Although this is fair enough comment why bring it up from a body check? It would also have been more credible if they hadn't attempted a year ago to get me to replace perfectly serviceable pads and rotors which are still going strong.
I don't have a problem paying for necessary servicing and replacement parts even at Porsche prices but I strongly object to being ripped off just to improve AFN's cash flow. What would other owners have done?
>>> Edited by meldrewlives on Tuesday 13th May 11:59
I run a six and a half year old 993 sold to me and serviced since new by AFN Guildford. It doesn't do high mileage (currently 39,000) so I tend to use my judgement as to when services are needed. I certainly fail to see why a car that has done less than 5,000 miles since a service suddenly needs one because the date on the calendar has changed!
AFN Guildford have recently p****d me off, not for the first time, by their attitude. The Long-Life Guarantee (10 years) requires an annual body check and stamping up of the book. Recently I asked them whether it could wait until I have the car serviced in October. Answer 'no - it needs to be done as close to the anniversary of the last one as possible'. Fair enough I thought and booked it in. Surprise surprise. AFN.... 'We'll need to make a charge for that sir since you're not having it done as part of a service'. I made it clear that I wouldn't be paying.
The subject came up again when I dropped the car off so I invited them to read the sentence at the top of page 19 of the Guarantee and Maintenance booklet supplied with car by Porsche. It says the car will will be inspected "at no extra cost to the customer" and the phrase is even underlined. Sheepish looks and, of course, no charge for the inspection. Equally relevant is the fact that they have inspected it before separately from maintenance and the subject of a charge never arose. Elsewhere in the documentation Porsche state that the guarantees are 'part of the original sale contract' so of course they have already been paid for!
What then really got to me was the list of trivialities and non-body related items they brought up. AFN.... 'There's a split on the rear bumper'. Me.... true but its been there for the last three years and you haven't mentioned it before.
AFN.... 'The clutch is graunchy'. Me..... what does that mean? AFN.... 'Well errr - its graunchy. Me.... you mean unserviceable or likely to fail imminently? AFN.... 'Errr no'.
AFN.... 'Theres some rust on the inside of the brake discs'. Me.... and the significance bearing in mind its been lying in the rain all weekend? AFN.... 'Its more than just the usual - it might affect braking performance'. Although this is fair enough comment why bring it up from a body check? It would also have been more credible if they hadn't attempted a year ago to get me to replace perfectly serviceable pads and rotors which are still going strong.
I don't have a problem paying for necessary servicing and replacement parts even at Porsche prices but I strongly object to being ripped off just to improve AFN's cash flow. What would other owners have done?
>>> Edited by meldrewlives on Tuesday 13th May 11:59
But if meldrewlives hadn't known the warranty wording back to front, AFN would have charged him... this may be an innocent mistake but it would still cost money.
AFN should be professional enough to know the warranty wording back to front, and I suppose they weren't too helpful by insisting on a separate booking to see the car before the service interval. After 10 years, how much difference would a few months make?
Anyway, on another point, services should be calendar based as well as mileage based, as little used cars often have more problems - rubber bits that need lubrication through use dry out and shrink or perish. Plus brakes and clutches can seize, etc.
AFN should be professional enough to know the warranty wording back to front, and I suppose they weren't too helpful by insisting on a separate booking to see the car before the service interval. After 10 years, how much difference would a few months make?
Anyway, on another point, services should be calendar based as well as mileage based, as little used cars often have more problems - rubber bits that need lubrication through use dry out and shrink or perish. Plus brakes and clutches can seize, etc.
I sold a car to and bought another from Camtune. The deal went very badly wrong and we parted on very bad terms.
That said, bizzarely I'd reccommend them, they were courteous, efficient and knew their stuff inside out.I have sent other people to them & they were very pleased. I'd also reccomend Charles Ivey in Fulham.
That said, bizzarely I'd reccommend them, they were courteous, efficient and knew their stuff inside out.I have sent other people to them & they were very pleased. I'd also reccomend Charles Ivey in Fulham.
I had some issues with AFN Guildford as well but on the Audi side of the business, a franchise that I now believe they don't have. They used to co-habit the same offices and workshop.
I'm not going to put all my experiences in writing suffice to say I agree with meldrewlives on several matters.
I think that all this boils down to is:-
FOR EVERY DEALER THAT SOMEONE HAS A HORROR STORY ABOUT THERE IS SOMEONE ELSE WHO SINGS THEIR PRAISES AND VICE-VERSA.
This is also marque independent, doesn't matter if you have a Daewoo or a Lamborghini
davidy
I'm not going to put all my experiences in writing suffice to say I agree with meldrewlives on several matters.
I think that all this boils down to is:-
FOR EVERY DEALER THAT SOMEONE HAS A HORROR STORY ABOUT THERE IS SOMEONE ELSE WHO SINGS THEIR PRAISES AND VICE-VERSA.
This is also marque independent, doesn't matter if you have a Daewoo or a Lamborghini
davidy
Absolutely.
But some dealers or independents get more praise than criticsm, and some get more criticsm than praise.
For example, I have yet to hear a bad thing about JZ Machtech (not that I go around doing straw polls) and yet to find someone that thinks Henry at 911virgin has customer courtesy sussed
There is a policy not to blatantly name and shame on these forums, so if we can encourage good reports or praise, that would be best. I know that Henry has been named and shamed, but I'll try not to do it again. Honest.
But some dealers or independents get more praise than criticsm, and some get more criticsm than praise.
For example, I have yet to hear a bad thing about JZ Machtech (not that I go around doing straw polls) and yet to find someone that thinks Henry at 911virgin has customer courtesy sussed
There is a policy not to blatantly name and shame on these forums, so if we can encourage good reports or praise, that would be best. I know that Henry has been named and shamed, but I'll try not to do it again. Honest.
I had my 968 inspected by AFN prior to purchase from another garage group. The poor driver arrived for the inspection at the arranged 10 am for the inspection and left at 4pm after being made to wait most of the day. As part of the sale the car was to be serviced by AFN. This was arranged a month in advance. On arriving AFN confirmed the service and said the car would be ready for 5.30 for collection. I phoned at around 2pm and everything was ok. At 4.30 I phoned to ask if the car was ready to be told that they were too busy and it would not be ready until the following day. I live 45 miles from Guildford!. After a nasty discussion i got the car at 6.30.
Never again and from that point on I used Camtune and Jaz in Wembley on the 968.
Never again and from that point on I used Camtune and Jaz in Wembley on the 968.
domster said: Absolutely.
But some dealers or independents get more praise than criticsm, and some get more criticsm than praise.
For example, I have yet to hear a bad thing about JZ Machtech (not that I go around doing straw polls) and yet to find someone that thinks Henry at 911virgin has customer courtesy sussed
There is a policy not to blatantly name and shame on these forums, so if we can encourage good reports or praise, that would be best. I know that Henry has been named and shamed, but I'll try not to do it again. Honest.
Ooh a bit of gossip
I totally agree with the general concensus of some good and some not.. but I am equally interested to hear you views Dom on the 911 virgin crew. I was most sorely torn between a very sweet, although girly coloured (purple metallic) 996 and the GTR. Once I had a good look around there, I had engaged kid/toyshop mode, and just wanted to say "Can I have that one??" ...then senses took a grip. I really wanted that car, and even though I am pleased with the Ult, I have a feeling that I will be returning to their stables (literally!) or someone elses at sometime in the future. After the sale of my old but rewarding 928, I am missing my travelling companion from Stuttgart. Thanks for the remarks fellas.
Just one comment on Domster's observation about the effects of the passage of time. I agree that it is important - that is why I use judgement on when my car should be serviced between the major mileage points. Coupled with regularly inspecting it myself and making sure all the routine points like checking tyres (tread depth, pressure and absence of cuts etc), oil levels etc etc etc. are covered.
Suspect I will continue to use AFN for servicing just to maintain a FPSH in the book but may try a specialist for items like replacing rotors/pads etc.
This incident provoked a further question in my mind though. Earlier this year I asked AFN whether my car was subject to the wiring harness recall. After a lot of dicking about they said no. Can I trust them I wonder? Might just write to Porsche Cars GB for confirmation.
Just one comment on Domster's observation about the effects of the passage of time. I agree that it is important - that is why I use judgement on when my car should be serviced between the major mileage points. Coupled with regularly inspecting it myself and making sure all the routine points like checking tyres (tread depth, pressure and absence of cuts etc), oil levels etc etc etc. are covered.
Suspect I will continue to use AFN for servicing just to maintain a FPSH in the book but may try a specialist for items like replacing rotors/pads etc.
This incident provoked a further question in my mind though. Earlier this year I asked AFN whether my car was subject to the wiring harness recall. After a lot of dicking about they said no. Can I trust them I wonder? Might just write to Porsche Cars GB for confirmation.
Tricky subject this chaps. I've had many discussions with dealers over messages that have been posted here slagging them off. Very different perspectives have been painted by both parties and 90% of the time the resulting bad press for the dealer is either unwarranted or way out of proportion.
That is why we have a no naming and shaming policy. It's potentially a legal problem and it pisses off the advertisers who fund this site and causes me aggro and distracts from the task of improving the site.
If you want to know whether a dealer is good or bad then ask for opinions and ask for anything potentially libellous or in breach of our rules here to be emailed to you via your profile rather than in the public forum.
That is why we have a no naming and shaming policy. It's potentially a legal problem and it pisses off the advertisers who fund this site and causes me aggro and distracts from the task of improving the site.
If you want to know whether a dealer is good or bad then ask for opinions and ask for anything potentially libellous or in breach of our rules here to be emailed to you via your profile rather than in the public forum.
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