992 Nightmare

992 Nightmare

Author
Discussion

Screamformelongbeach

Original Poster:

34 posts

4 months

Monday 21st December 2020
quotequote all
Currently in the middle of a complete nightmare with my 992; appreciate any further advice. I'll try and keep it brief but...

2020 992 (C4S - 19 Plate) Purchased used from south coast Porsche Dealer (we live in Bucks). Low mileage, all good. Prior to collection a lot of faffing about setting up the Porsche Connect service, in particular the alarm/tracker on-line services, along with a few others. Told by the dealer it takes a few days at Porsche's end to swap the ownership over etc. so all good. Car is great - I love it.

After a few weeks of still being unable to get the car to accept the remote authorisation code in the PCM I called Porsche UK. A few things tried, but no joy. In the end told to take it to a dealer to get it checked.

The weird pipping noise in the cabin that started a few weeks after purchase turned out to be the car searching for the tracker fobs. Were supposed to have been paired to the car by the dealer we got it from, but looks like they weren't or it it wasn't done correctly. The car is with a different dealer closer to me who is experienced with the PCM and connect stuff.

That was early October. Car went in early Nov (earliest appointment of any in our area) and has now been with the dealer for 6 weeks as they wait for Germany to remotely reset the SW on the car or offer another solution. In that time the issue has been escalated numerous times, I've written to the CEO of Porsche and CCd the CEO of Porsche UK (just end up with a reply from a minion in DE) and it gets kicked back to Porsche GB. Now got senior staff at Porsche GB saying they can't get a reply from the relevant team in Germany on the issue.

The problem is apparently in the back end of things (run by Audi and Vodafone) in Germany. The remote authorisation code is generated, entered into the car, then the car contacts the server only to have it rejected. Hardware in the car appears to be OK but my request is currently that these multiple components are replaced as it's out of hand now. Data connection in the car appears OK.

I love the car to bits - It's totally drivable but can't do so without a tracker/alarm for obvious reasons (insurance won't cover the car). Apart from that there's a load of other handy software which has been included in the cost of the car and some extras we paid for which are unusable. Besides, you can't pay £108K for a car and accept it without everything working properly.

Waited 40 years to own a 911 and only managed to do so after my mum died and left some money, which me and my dad then put toward it with some savings, so emotions running high. It's a car - I'm keeping it in perspective with what is going on in the world right now, but having been uncharacteristically patient and understanding on this, I'm starting to lose my rag.

Porsche have fallen over horribly on this one - 6 weeks with little or no progress and no end in sight, with our 911 sat in a dealer's compound for all that time, awaiting resolution is freaking ridiculous. We're getting to the point where we may need to start talking about backing the car and getting a refund (taken advice on this and it's covered under consumer law), but that involves a lot of legal hassle and not what we want anyway - Just want our 911 back working.

Anyone else on here ever had an issue this bad, or had to go to the mat with Porsche on something similar? The person I am speaking to at Porsche GB is brilliant, likewise the engineer at the dealer, but they are hamstrung by the factory's apparent lack of interest or ability to fix the car. I've been told that the last time it happened someone had to wait 2 months, and the fix was the factory giving a 2 hour window to the engineer to make the car available so they could remote into it and reset a load of stuff (PCM software, I assume). Apparently that fixed it. Porsche DE have thus far not offered anything like that, nobody is replying to Porsche GB - We're left going nowhere on it. Wasn't even offered a courtesy car until 2 weeks ago; it's not our daily though so while I appreciate it may up the pressure on the dealer it's not necessary. Besides, I'm not interested in a loaner Macan - I want our 911.

The whole experience of owning a Neunelfer has been soured horribly - Feel sick whenever I think about the whole thing, and there just seems no resolution in sight. The company clearly have too many layers of people as apparently Porsche GB can't even call the person they know they need to address it with in DE - Just have to email them internally and that person is just not replying. Head of Porsche GB Customer Relations has been trying to get it done via other channels with no joy. If it weren't for COVID I'd drive the blessed thing to Stuttgart myself and demand they fix it.

Dealer says it's not the first time it has happened either....

Anyway, appreciate any advice from someone who might have had a similar issue, or found resolution via another channel.

Cheers




MGT3

17 posts

41 months

Monday 21st December 2020
quotequote all
Bought a May 2019 992 C4S in November and had some PCM issues but nothing that couldn't be sorted by the dealer. I don't use Tracker so not apples to apples. What is the 'pipping' noise you mention?

Screamformelongbeach

Original Poster:

34 posts

4 months

Monday 21st December 2020
quotequote all
It's a bit like the sound a mobile makes when picked up by something else. 5 or 3 "pips" coming from an unidentified place in the cabin; it's pretty quiet but never stops... Once you hear it, it's hard to ignore. Obviously a Twin Turbo Flat Six behind you can help to mask the sound of it....

Tech said that it's the sound the car makes when it's looking for the Tracker fob, and since it is not operative/coded to the car it can't see them, so just keeps polling. Having the fob in the car, regardless of whether it is paired or not, makes no difference. The tracker needs the key AND the fob in the car; if the case is driven without the fob the car will allow it to be driven etc. but will then alert the driver and the tracker is activated, since it assumes it's been nicked.

So, that bit not really an issue since if the rest of it's fixed, that goes away. We could get a different tracker fitted etc. but even then it stops a load of the other connected services from working if this issue isn't fixed. The online account won't allow any additional stuff to be purchased or added, none of the 17 services that should be active are available etc. Whole thing is a mess.

The theory is that when the system swapped the account from he previous owner to me something went pear shaped; they appear to be unable to figure out what though. Suggested deleting our registration etc but apparently that won't help.


Screamformelongbeach

Original Poster:

34 posts

4 months

Monday 21st December 2020
quotequote all
Screamformelongbeach said:
It's a bit like the sound a mobile makes when picked up by something else. 5 or 3 "pips" coming from an unidentified place in the cabin; it's pretty quiet but never stops... Once you hear it, it's hard to ignore. Obviously a Twin Turbo Flat Six behind you can help to mask the sound of it....

Tech said that it's the sound the car makes when it's looking for the Tracker fob, and since it is not operative/coded to the car it can't see it, so just keeps polling. Having the fob in the car, regardless of whether it is paired or not, makes no difference. The tracker needs the key AND the fob in the car; if the car is driven without the fob the car will allow it to be driven etc. but will then alert the driver and the tracker is activated, since it assumes it's been nicked.

So, that bit not really an issue since if the rest of it's fixed, that goes away. We could get a different tracker fitted etc. but even then it stops a load of the other connected services from working if this issue isn't sorted. The online account won't allow any additional stuff to be purchased or added, none of the 17 services that should be active are available etc. and the account shows an inactive. Whole thing is a mess.

The theory is that when the system swapped the account from the previous owner to me something went wrong; they appear to be unable to figure out what though. Suggested deleting our registration etc but apparently that won't help. I saw the connected services working int he car when I went on a test drive so that'd suggest software, not hardware.

MGT3

17 posts

41 months

Monday 21st December 2020
quotequote all
I asked about the "pipping" noise as I'm hearing some sort of electronic ticking coming from the dash. I either hear it from the start of turning the car on (fairly rare) or it always goes after 10mins (exactly) driving. It sounds/ticks 5 or 6 times and then stops. I don't have tracker but it does sound like a similar noise.

Screamformelongbeach

Original Poster:

34 posts

4 months

Monday 21st December 2020
quotequote all
Could well be that. For me it's impossible to determine where it's from. In the driver's seat sounds like coming from passenger side of the dash, but then you stick your head there and sounds like somewhere else. Suspect it's coming through the speakers but again hard to tell. It's annoying, I know that.

Martcouz

22 posts

117 months

Monday 21st December 2020
quotequote all
I had what sounds to be the same problem when picking up a virtually new 992 C2S at the beginning of the year. The problem was related to transferring account registration from the dealer to me (it had been registered as a demo) and the malfunctioning of the PVTS system was only identified as I stood there waiting to take the car away !
Two technicians spent a couple of hours trying to fix things but failed when it became apparent that the process had to be controlled from Germany. The OPC did all they could and ended up giving me a demo to take away since it became clear it wouldn't be the work of a moment. I can't say how long the fix took because I had to go abroad and they delivered the car to me when I returned a couple of weeks later with everything working perfectly.
The good news for the OP is that once everything is fixed you'll find the car is quite superb; I changed from a 991.1 and the experience is chalk and cheese.
Good luck !

danjp

112 posts

135 months

Monday 21st December 2020
quotequote all
I had similar problems with both a 992 and Cayenne - but nowhere near as bad. Couldn’t register the car to the account setup in advance upon handover, had to drive away in another car as the alarm was not functional so no insurance. It was sorted out, but in both cars there has been an endless experience of false alarms despite the presence of fob, disconnection and erasure of Porsche ID settings, continual dropping of CarPlay services, never mind trying to use some of the Connect services - I’ve never managed to successfully send an address. I would have complained and brought the cars in were it not for the current situation, but I’ve just put up with it for now. My conclusion is that, as much as I like the cars in many ways, the infotainment system is just not up to the quality of other manufacturers systems. Too complex, and not thoroughly debugged. If there was an OTA update ability that would help considerably, but I am surprised that Porsche don’t have a better quality software team.

Cheib

20,171 posts

139 months

Monday 21st December 2020
quotequote all
Very sorry to read this OP. Can’t really offer any advice but it is astounding that this level of incompetence exists...although there are all to regular occurrences where these things are a problem. Hopefully it gets sorted out quickly but it’s great you have put your issues in writing...all too often people don’t do that and when you want to seek redress it is much harder.

PM3

108 posts

24 months

Monday 21st December 2020
quotequote all
Like MGT3 says , I get presumably the same high pitched noise ( its very low volume ) maybe 2 or 4 times in 15 minutes after start . Sounds like from driver seat its in passenger side dash or thereabouts . Now, its never bothered me as it seems to have no consequence and I am using activated PVTS which I know works as the one an only time I left the house without the fob ( lying on my driveway where dropped ! ) the car was warning within 50 metres of the house.
I note people talking about stuff like this on the various forums , but personally since collecting June 2019 my factory ordered( May build ) car I have not had any issues with the car ( other than the few recalls that were done after the last lockdown ) my C4S was supplied by Guildford who I noted were factory owned dealer . perhaps it helps, perhaps not as if there were no gremlins to iron out nothing really to test. The various software updates also done at the time of the active engine mount changes all passed without notice on my part.
I know this does not help your predicament , but thought I would add as it seems hardly anyone ( understandably ) posts about non issues .
TBH I was fearful being an early adopter of the new model, but all in all and ignoring a rattle or two which have almost gone away on their own ....mine had been gold .

jdwoodbury

1,227 posts

170 months

Tuesday 22nd December 2020
quotequote all
Sorry to hear this OP, kind of dulls the initial ownership a bit just these annoying things. I picked up a new 992 end of November and although I went through the motions with the dealer before collection but it appears my fobs were not paired to the tracker (I only discovered this when I left home without them and did not get a call from Vodafone all weekend). Earliest appointment I can get is the 19th Jan for them to look into it, not so bothered about the fobs but the drivers seats creaks like hell and its winding me up each time I get in it (a proper plastic bending sort of noise)! Hopefully you get the issues ironed out and can then concentrate on what is a great car.

Fnumber1user

148 posts

16 months

Tuesday 22nd December 2020
quotequote all
Sorry to hear this, you certainly aren't alone and there's a number of similar threads online. Surely it's time to reject the car outright?

Was any of the car funded through credit card payment (over £100) - if so there's some protection afforded through that. Best of luck getting a speedy resolution.

jh001

441 posts

141 months

Tuesday 22nd December 2020
quotequote all
I pretty sure I've had 'issues' with every Porsche I've owned which I've had the misfortune of being obliged by my insurance company to activate the tracker (which is all but one!).

The problems, in my case, always seem to end up Vodafone being blamed! One of my GT3s ended up going back to the dealer on several occasions. After having the car for a full day, they would confidently tell me all was good with the tracker but after a couple of days the thing would play up again, there was a really annoying fault that would inform me that I'd had a crash and that the emergency services were being called!

I personally find trackers literally to be a pain in the arse, I would happily do without them and I'm sure any savvy car thief would know how to easily bypass the system, bit of a cash cow for Porsche/Vodafone imho.

dgswk

524 posts

58 months

Tuesday 22nd December 2020
quotequote all
Its no help to the OP, but a very similar thing happened to me - but with a brand new 992. Got there on collection day, couldnt sync the tracker, PCM and fobs. I was gutted. Freebie Porsche insurance insisted on Tracker, my own policy wanted tracker (or pay £300 more!), so had to walk away for three days whilst they sorted it.

Every cloud, they loaned me their C4S demonstrator for the 3 days, a nice subtle Gentilian Blue example. Being a hire car, it had a +50% lift in horsepower over the standard model......

I feel your frustration. I was gutted and that was just three days.

What it does highlight is the technology is getting so over the top. One of the best buttons (apart from Sport Plus) is the ability to blank screen the centre console.




Screamformelongbeach

Original Poster:

34 posts

4 months

Tuesday 22nd December 2020
quotequote all
Thanks to everyone for the responses. In short, didn't pay for any part on a CC (debit for the deposit and the wire for the balance).
If after 8 weeks they're unable to fix the car then we will discuss rejecting it as unfit etc. but I'd speak with the Auto Ombudsman first.

The issue with rejecting it is that even if we found another Approved C4S in similar spec at similar price, I fear that since the back end is the issue we could find that when registering it we end up with the same problem again. The hardware appears to be fine - it's the software in Germany that is at fault and that renders the relevant features in the car useless. R8 is an alternative but, well, it's not a 911.

Out of all this the worst part is the utter lack of interest from Porsche Germany - Literally nothing except a standard form email sent to inform me that the issue has been pinged back to Porsche GB. It's a disgrace.



Edited by Screamformelongbeach on Tuesday 22 December 12:05

RevHappy

1,551 posts

126 months

Tuesday 22nd December 2020
quotequote all
Trackers have plagued many a manufacturer as it’s all third party/big group software.
Even with a box fresh set up I was called several times as it moved around the docks/pdi.

Hopefully they can get through to the right department with the correct clearance, I’m sure insurance companies have instructed that if not done correctly they’re in for a world of pain.

Fckitdriveon

799 posts

54 months

Tuesday 22nd December 2020
quotequote all
hi OP ,

I won't quote your orginal message as I dont want it to clog up the board.

however.......the clicking is indeed the tracker ........ive had it a few times on various cars with the vodaphone tracker- GTR being just one example, when i let it lapse years ago, click click click click coming from the rear of the interior. Its a combination of the tracker looking for the ADR cards and the tracker trying to find a signal, which obviously when its not connected it cant do.

Now onto your particularly problem, you are very much on the right lines, when my 992 was collected I was told before hand that the tracker would take a few days to switch owner and activate, after I paid online for the tracker service. Dealer said I may have to have it reconfigured somewhere local to me, didn't really seem to know what was going on tbh, and then magically a day or two later I started the car to a message saying driver card not found, fetched the card and the message went away. So something in the back ground must have taken place for it to work, even the supplying dealer was baffled that I didn't need it reconfigured.

my understanding is its Porsche UK that needs to deal with it not Germany, although thats what I was told.

is it possible you need it removed and refitted? more likely as you allude its a software issue thats preventing the 'marry up' of new information.

very much hope you get it sorted, really a salty start to 911 ownership.

if you drop me an email I may be able to help abit behind the scenes.

regards.



Edited by Fckitdriveon on Tuesday 22 December 13:52

dgswk

524 posts

58 months

Tuesday 22nd December 2020
quotequote all
Screamformelongbeach said:
it's not a 911
Yup! So stick with it, despite the odd grumble I've made on here about it being waaaaay too fast for the road, it is a fabulous fabulous machine, you will love it when its sorted. The roads are too salty and stty around my way to take it out anyway....


gottans

3,765 posts

109 months

Tuesday 22nd December 2020
quotequote all
I would start the rejection process even if just to focus more attention on getting a resolution.

Porsche are a PITA generally and cannot seem to resolve software issues as your situation aptly demonstrates. I suspect you are caught up in an internal bun-fight between the relevant parties involved which is unlikely to be resolved quickly.

The 992 is too complicated for its own good.

julian987R

900 posts

23 months

Tuesday 22nd December 2020
quotequote all
Screamformelongbeach said:
Currently in the middle of a complete nightmare with my 992; appreciate any further advice.
Simple answer - file formal legal action.
You must give the dealer details of your reasons for rejecting the car in writing, and within six months of taking delivery of it.
Then order another one once refunded in full, or another model, or make.

For the inconvenience of not being able to drive it (what with dependancy on insurance) a good solicitor will get you an additional 10% (circa £10K).

No ifs, no but.... file the paperwork tomorrow.
It is a very simple solution here, not sure why you need to ask?