Were you WOW'd by the Porsche buying experience?
Discussion
Wanted to own a Porsche since I was a kid. Finally at a stage in my life where I can afford one, and had high expectations from the brand - having owned Jaguar, Land Rover, Audi, Mercedes and had good experiences - so expected something next level when moving up the brand ranks.
Prior to purchasing a Porsche I'd heard rumours the sales process was unbelievable, special treats throughout, regular updates along the way to build the anticipation of delivery - yet I've had nothing? I've not been overwhelmed (as yet) by the service I've received so far. In fact I've been the one chasing for updates if anything - I get zero comms. The attitude has very much been me chasing them, and one-way comms throughout where messages aren't returned etc.
It generally feels as if the cars will sell themselves anyway, so the dealership have this strange 'take it or leave it' and you chase us attitude - I find it quite bizarre given this one of the most expensive cars I've ever bought. I genuinely received a far superior experience buying from Jaguar/LandRover, Mercedes and Audi.
Am I missing something here? Or does the magic start when I collect the car? :/
Prior to purchasing a Porsche I'd heard rumours the sales process was unbelievable, special treats throughout, regular updates along the way to build the anticipation of delivery - yet I've had nothing? I've not been overwhelmed (as yet) by the service I've received so far. In fact I've been the one chasing for updates if anything - I get zero comms. The attitude has very much been me chasing them, and one-way comms throughout where messages aren't returned etc.
It generally feels as if the cars will sell themselves anyway, so the dealership have this strange 'take it or leave it' and you chase us attitude - I find it quite bizarre given this one of the most expensive cars I've ever bought. I genuinely received a far superior experience buying from Jaguar/LandRover, Mercedes and Audi.
Am I missing something here? Or does the magic start when I collect the car? :/
Mine never replies to messages or calls. After I'd paid my deposit they said they'd keep me updated and regarding cut-off dates and updates etc.
Originally I put my slot quite far back, but I contacted them to see if there was a an earlier built-slot (as my circumstances had changed) but no-one ever got back to me.
I'd made a note of my feb lock-down date, it's past now but again non-one called me before/after it to confirm anything. I can only assume it's now moved into the next stage (whatever that stage is after lock-down?).
Originally I put my slot quite far back, but I contacted them to see if there was a an earlier built-slot (as my circumstances had changed) but no-one ever got back to me.
I'd made a note of my feb lock-down date, it's past now but again non-one called me before/after it to confirm anything. I can only assume it's now moved into the next stage (whatever that stage is after lock-down?).
I'd say down to the individuals - Porsche have been pretty good overall (new & used). Land Rover have gone from good to bad tho' I put this down the sales contact being lazy and ended up switching to another LR franchise.
A few days post collection you'll get sent a questionnaire from the Porsche mothership on your buying experience. No doubt your sales contact will be "coaching you" on collection day he needs a score of 9 in all areas.... Over to you!
A few days post collection you'll get sent a questionnaire from the Porsche mothership on your buying experience. No doubt your sales contact will be "coaching you" on collection day he needs a score of 9 in all areas.... Over to you!
In a word no. No different to buying any other car luxury, second hand IME.
I posted previously regarding my recent service experience and being given a BMW520D for the day when my Porsche was in for it's 2 year/20,000 service, surely they would want to dangle the carrot of a new Porsche rather than a BMW?
I posted previously regarding my recent service experience and being given a BMW520D for the day when my Porsche was in for it's 2 year/20,000 service, surely they would want to dangle the carrot of a new Porsche rather than a BMW?
k'd up to pay attention at school?I've been pretty underwhelmed, too. Got invited to the 718 launch, then went back for a test drive, then when I went back to order the salesmen said "oh you're back again to hang around, then?".
The office manager (not a salesperson) was absolutely lovely though, and lined me up with a new salesman as I told her what had happened and said I didn't want the first guy getting my sale. However, when I went in to spec my 718 GTS, I was told I would spend an hour in their spec rooms with the big screens and samples etc., but actually ended up having the forms thrown at me and having to perch at reception to fill them in on my own, as the salesman was having a "manic day".
Since, I have had to chase for absolutely everything. I specifically said "please give me notice when my lock-down is, because I want to ensure my spec is final". I heard nothing until I got an e-mail at around 10am one day saying "just to let you know that lockdown is today"!!
Also, each time they sent through the final order confirmation they kept adding BodyCare at £450, despite me asking to take it off, and getting my address wrong.
So yes, not the best so far... and I definitely don't feel like I've found a gem that'll make me loyal to an OPC.
The office manager (not a salesperson) was absolutely lovely though, and lined me up with a new salesman as I told her what had happened and said I didn't want the first guy getting my sale. However, when I went in to spec my 718 GTS, I was told I would spend an hour in their spec rooms with the big screens and samples etc., but actually ended up having the forms thrown at me and having to perch at reception to fill them in on my own, as the salesman was having a "manic day".
Since, I have had to chase for absolutely everything. I specifically said "please give me notice when my lock-down is, because I want to ensure my spec is final". I heard nothing until I got an e-mail at around 10am one day saying "just to let you know that lockdown is today"!!
Also, each time they sent through the final order confirmation they kept adding BodyCare at £450, despite me asking to take it off, and getting my address wrong.
So yes, not the best so far... and I definitely don't feel like I've found a gem that'll make me loyal to an OPC.
It really does depend on the sales person you deal with. My recent new Cayenne Platinum Edition purchase was good - tbh the car was new & already spec'd & in their showroom. i had previously bought a new 981 Spyder from same OPC & same sale guy. it was a very pleasurable experience & hand over/collection day was given the VIP treatment. Conversely last year I bought a three year old Aston Martin V8VS Manual from a main AM dealer - collection day was like collecting an old jalopy. No reveal, car not absolutely spotless & virtually no petrol in the tank. Sales guy was ok to deal with through the process but just thought they could have gone the extra mile on collection day.
Aside from the long wait I faced waiting for my car (11 months) the OPC has been brilliant, I bought through Wilmslow and the guy I dealt with was always responsive and was helpful from the very first moment I walked in. I never felt like I was being sold to, if anything it was suggested I go with a base Cayman rather than the S I ultimately went with. Collection was made to feel special and i've been invited to numerous events since and when I had a slight niggle with the car the aftercare was excellent.
I'd definitely buy from them again.
I'd definitely buy from them again.
My experience has only been good with Porsche (across 3 OPC's) but I put that down to them knowing I have zero loyalty either to the brand or OPC (the opposite of what most people expect), in simple terms they have to work for my business and treat me right to get it.
It does however ultimately depend on the saleman at the end of the day. By way of example I have bought a number of Skodas over the past 6 months for the company car fleet and the saleperson there has got repeat business off me simply due to how good they have been compared to Audi / BMW which competed for the same business initially. It was not the only reason (VFM, BIK, etc....) but it did make a difference.
Yes the showrooms do not feel as special but I would honestly put their customer service down to that one saleperson on a par with any I have received at any of the "premium" brands, RR, JLR, Ferrari, Porsche included.
Interestingly "shopping" for a 3 series BMW compared to a 7 series (my daily hack) was completely different at the same dealership, in fact I nearly went to another franchise due to my experience with the 3 series a few months prior but the 7 series have a dedicated sales person and it was much more like the experience you would expect. I even told them that and that they had probably lost out on the sale of x6 3 series due to my bad experience / can't be bothered attitude when I was shopping there initially.
I do think time of the year is a factor as well, you want your car on 1st March / 1st October and its like going for an xmas meal ie you can't expect it to be as good as "normal".
Most dealerships across all brands are closely monitored on customer service these days and personally based on some of the experiences above I would write an email complaint to Porsche GB and copy the dealer principle into it ;-)
People are too accepting of bad service and don't like to complain but there is zero excuse for bad service no matter what the brand. I was once lied to by a saleperson and demanded an apology from the franchise principle as the staff represent him. I insisted that in writing just to prove the point with an explanation of what disciplinary action had been taken.
Companies can only learn from feedback, if you don't give it they can't learn ;-)
It does however ultimately depend on the saleman at the end of the day. By way of example I have bought a number of Skodas over the past 6 months for the company car fleet and the saleperson there has got repeat business off me simply due to how good they have been compared to Audi / BMW which competed for the same business initially. It was not the only reason (VFM, BIK, etc....) but it did make a difference.
Yes the showrooms do not feel as special but I would honestly put their customer service down to that one saleperson on a par with any I have received at any of the "premium" brands, RR, JLR, Ferrari, Porsche included.
Interestingly "shopping" for a 3 series BMW compared to a 7 series (my daily hack) was completely different at the same dealership, in fact I nearly went to another franchise due to my experience with the 3 series a few months prior but the 7 series have a dedicated sales person and it was much more like the experience you would expect. I even told them that and that they had probably lost out on the sale of x6 3 series due to my bad experience / can't be bothered attitude when I was shopping there initially.
I do think time of the year is a factor as well, you want your car on 1st March / 1st October and its like going for an xmas meal ie you can't expect it to be as good as "normal".
Most dealerships across all brands are closely monitored on customer service these days and personally based on some of the experiences above I would write an email complaint to Porsche GB and copy the dealer principle into it ;-)
People are too accepting of bad service and don't like to complain but there is zero excuse for bad service no matter what the brand. I was once lied to by a saleperson and demanded an apology from the franchise principle as the staff represent him. I insisted that in writing just to prove the point with an explanation of what disciplinary action had been taken.
Companies can only learn from feedback, if you don't give it they can't learn ;-)
The service at my OPC was excellent, my first Porsche but probably helped by an existing family relationship with the salesperson.
From initial inquiry to test drive they couldn't offer enough, I was initially given an hour supervised, and then after I went off to think about it they let me have the car for a day with a full tank of fuel, I promptly used all the fuel, came back and placed an order. Even though I "only" bought the entry level model, I was still treated like royalty.
They handled spec change requests very well, the PEC day was a blast, the whole experience was great, when I came to pick up the car they were more than flexible given the inclement weather, and accommodated me pushing back two days. On pick up day they kindly picked me up from the train station and drove me to the showroom, gave us some coffee while the paperwork was being prepared and ran through everything, they really couldn't do enough, the service I had puts some hotels to shame.
The car was covered under a black sheet and they videoed my reaction/the even as a keepsake, then spent all the time with me I needed walking around the car functions, pairing my phone, they really couldn't do enough for me
What I thought was quite nice, is for the spare key I got a presentation box with a card in, a framed photograph of the day, and the key itself in, as well as a Porsche calendar, which is now up on the wall in my office. All in all it's the best new car buying experience I've ever had.
From initial inquiry to test drive they couldn't offer enough, I was initially given an hour supervised, and then after I went off to think about it they let me have the car for a day with a full tank of fuel, I promptly used all the fuel, came back and placed an order. Even though I "only" bought the entry level model, I was still treated like royalty.
They handled spec change requests very well, the PEC day was a blast, the whole experience was great, when I came to pick up the car they were more than flexible given the inclement weather, and accommodated me pushing back two days. On pick up day they kindly picked me up from the train station and drove me to the showroom, gave us some coffee while the paperwork was being prepared and ran through everything, they really couldn't do enough, the service I had puts some hotels to shame.
The car was covered under a black sheet and they videoed my reaction/the even as a keepsake, then spent all the time with me I needed walking around the car functions, pairing my phone, they really couldn't do enough for me
What I thought was quite nice, is for the spare key I got a presentation box with a card in, a framed photograph of the day, and the key itself in, as well as a Porsche calendar, which is now up on the wall in my office. All in all it's the best new car buying experience I've ever had.
Godlysmasko said:
Forgot to update you guys on how dreadful the handover ended up being. A complete let down and such a disappointment. My brand new car was left out in the customer car park in the rain/snow when I arrived! 
No special reveal, not even inside, absolutely nothing at all. My salesman ended up not working that day either, so some other guy did the handover and was like “so yeah that’s your car there” with no enthusiasm whatsoever. Not even an apology when I mentioned that I wasn’t happy to see it essentially abandoned outside parked up next to some muddy Range Rover. They have a handover bay yet had the nerve to tell me they couldn’t use it because someone else’s car was already in it due for collection later that day. Where is the logic in this? My collection time was first, so why wasn’t my car put in the handover bay before the other one? Then the guy was about to take us outside in the cold to show us the car’s functions... no chance. Asked him to move my car inside to the handover bay, which he finally did. And it took over two hours from arriving until actually being able to leave with the car!
Next time tell them when you're collecting you'll be with 5 of your YouTubing mates. See what an effort they make then.... No special reveal, not even inside, absolutely nothing at all. My salesman ended up not working that day either, so some other guy did the handover and was like “so yeah that’s your car there” with no enthusiasm whatsoever. Not even an apology when I mentioned that I wasn’t happy to see it essentially abandoned outside parked up next to some muddy Range Rover. They have a handover bay yet had the nerve to tell me they couldn’t use it because someone else’s car was already in it due for collection later that day. Where is the logic in this? My collection time was first, so why wasn’t my car put in the handover bay before the other one? Then the guy was about to take us outside in the cold to show us the car’s functions... no chance. Asked him to move my car inside to the handover bay, which he finally did. And it took over two hours from arriving until actually being able to leave with the car! Edited by Godlysmasko on Tuesday 6th March 12:57
No complaints as I did 99% over email and phone as had previously test driven a few different cars at different OPCs.
Sent in my configurator code by email and said "build this". Had the lock in date in writing and then five months later they emailed me to collect the car a week earlier than promised. Next time I think I'll just ask them to ship it to me directly so I don't even have to set foot in the showroom.
The only thing I had to chase them for several times was the PEC invite, which was like pulling out rhinoceros' teeth and I didn't end up getting until three months after I'd collected the car. In hindsight it would have been really useful to test out some of the different options like PASM at the PEC before I'd locked my order but there you go, on the plus side I didn't have to deal with any up sell, GAP or PCP quotes.
No idea why they sent me a paperweight some months later, either.
One other thing I just remembered, on collection they hadn't even valeted the car. The guy did call me while I was driving in to ask if I could delay until the afternoon to give them time to do it but as I was already on route it was a bit late then to reschedule.
Probably more of a rant now, but the up sell from some other manufacturers I've used was just painful. I know these guys have to hammer the insurance products to try and break even on their commissions but there's only so many times I can say I don't want GAP insurance and constantly sign FSA waivers and god knows what other paperwork they have to put in front of you despite buying in cash. So yes, by comparison I was very happy indeed with the Porsche buying experience. I was only wow'd (wowed?) though when I started driving the car.
Sent in my configurator code by email and said "build this". Had the lock in date in writing and then five months later they emailed me to collect the car a week earlier than promised. Next time I think I'll just ask them to ship it to me directly so I don't even have to set foot in the showroom.
The only thing I had to chase them for several times was the PEC invite, which was like pulling out rhinoceros' teeth and I didn't end up getting until three months after I'd collected the car. In hindsight it would have been really useful to test out some of the different options like PASM at the PEC before I'd locked my order but there you go, on the plus side I didn't have to deal with any up sell, GAP or PCP quotes.
No idea why they sent me a paperweight some months later, either.
One other thing I just remembered, on collection they hadn't even valeted the car. The guy did call me while I was driving in to ask if I could delay until the afternoon to give them time to do it but as I was already on route it was a bit late then to reschedule.
Probably more of a rant now, but the up sell from some other manufacturers I've used was just painful. I know these guys have to hammer the insurance products to try and break even on their commissions but there's only so many times I can say I don't want GAP insurance and constantly sign FSA waivers and god knows what other paperwork they have to put in front of you despite buying in cash. So yes, by comparison I was very happy indeed with the Porsche buying experience. I was only wow'd (wowed?) though when I started driving the car.
Edited by jimbo761 on Tuesday 6th March 21:35
Godlysmasko said:
Not at all.
I went into my local OPC back in October with every intention of ordering a new 718 Cayman that same day, but I felt that initially the salesman who was helping me dismissed me at first as sort of a time-waster (probably due to my young age). Reluctantly brought around a second-hand Miami blue 718 in automatic and tried his best to sell me (1) the second-hand car and (2) also an automatic. Told him that no, I wanted to order a new model and also I was adamant on manual. Repeatedly told me to go away, think about it, and “maybe come back another time”?!? Seemed like he was trying to get rid of me!
Finally, he took us back inside to sit down and discuss ordering a new car, but this was all done at a table in the middle of the showroom. Absolutely no privacy at all when discussing payments/my part exchange/paying my deposit etc! I thought the lack of privacy was completely unprofessional, but I did order the car right there and then within an hour of entering the showroom (I’d known for a year beforehand that the 718 Cayman was definitely what I wanted to order and had already decided on my spec beforehand). Finally, my salesman seemed to smile and shook my hand and said congratulations, and off on my way I went.
I ordered at the end of October for an end of January collection date, but the car ended up being built earlier than expected so I got the car at the end of December instead. My salesman did keep my updated throughout, and always replied to my emails and answered any of my phone calls, so I never felt like I was missing out on any important info. And getting the car a month earlier than expected was a nice bonus!
As for the handover of the car itself, that’s another story completely. I spoke about it on a different thread earlier, so will just copy and paste my experience:
Forgot to update you guys on how dreadful the handover ended up being. A complete let down and such a disappointment. My brand new car was left out in the customer car park in the rain/snow when I arrived! No special reveal, not even inside, absolutely nothing at all. My salesman ended up not working that day either, so some other guy did the handover and was like “so yeah that’s your car there” with no enthusiasm whatsoever. Not even an apology when I mentioned that I wasn’t happy to see it essentially abandoned outside parked up next to some muddy Range Rover. They have a handover bay yet had the nerve to tell me they couldn’t use it because someone else’s car was already in it due for collection later that day. Where is the logic in this? My collection time was first, so why wasn’t my car put in the handover bay before the other one? Then the guy was about to take us outside in the cold to show us the car’s functions... no chance. Asked him to move my car inside to the handover bay, which he finally did. And it took over two hours from arriving until actually being able to leave with the car!
It was totally ridiculous and honestly, this car was a huge deal to me and the handover ruined the excitement and the experience completely. Not even any freebies, nothing, just the full tank of petrol which is standard anyway. It wouldn’t have been so frustrating if this was the norm, but I’d seen that other OPCs have the car indoors, under a cover, roped off, a sign next to it, freebies etc etc etc. I expected something similar, and I honestly don’t know what the hell my salesman was talking about when he said the handover would be one to remember!! It was, but for all the wrong reasons.
For a prestigious car brand, the Porsche buying experience for me personally didn’t feel special at all. My last car was an Audi, and the salesman there was helpful and enthusiastic from the get go, always kept me updated, I was actually given privacy when discussing financial matters, my car was in a handover bay inside, AND I was given freebies!
Porsche let me down, but I love their cars too much to be put off buying another in future... I’ll just use a different OPC next time!
Chester are good; nothing was/is too much trouble even though they're 45 miles away. You have to find a different OPC for your future buys.I went into my local OPC back in October with every intention of ordering a new 718 Cayman that same day, but I felt that initially the salesman who was helping me dismissed me at first as sort of a time-waster (probably due to my young age). Reluctantly brought around a second-hand Miami blue 718 in automatic and tried his best to sell me (1) the second-hand car and (2) also an automatic. Told him that no, I wanted to order a new model and also I was adamant on manual. Repeatedly told me to go away, think about it, and “maybe come back another time”?!? Seemed like he was trying to get rid of me!
Finally, he took us back inside to sit down and discuss ordering a new car, but this was all done at a table in the middle of the showroom. Absolutely no privacy at all when discussing payments/my part exchange/paying my deposit etc! I thought the lack of privacy was completely unprofessional, but I did order the car right there and then within an hour of entering the showroom (I’d known for a year beforehand that the 718 Cayman was definitely what I wanted to order and had already decided on my spec beforehand). Finally, my salesman seemed to smile and shook my hand and said congratulations, and off on my way I went.
I ordered at the end of October for an end of January collection date, but the car ended up being built earlier than expected so I got the car at the end of December instead. My salesman did keep my updated throughout, and always replied to my emails and answered any of my phone calls, so I never felt like I was missing out on any important info. And getting the car a month earlier than expected was a nice bonus!
As for the handover of the car itself, that’s another story completely. I spoke about it on a different thread earlier, so will just copy and paste my experience:
Forgot to update you guys on how dreadful the handover ended up being. A complete let down and such a disappointment. My brand new car was left out in the customer car park in the rain/snow when I arrived!
No special reveal, not even inside, absolutely nothing at all. My salesman ended up not working that day either, so some other guy did the handover and was like “so yeah that’s your car there” with no enthusiasm whatsoever. Not even an apology when I mentioned that I wasn’t happy to see it essentially abandoned outside parked up next to some muddy Range Rover. They have a handover bay yet had the nerve to tell me they couldn’t use it because someone else’s car was already in it due for collection later that day. Where is the logic in this? My collection time was first, so why wasn’t my car put in the handover bay before the other one? Then the guy was about to take us outside in the cold to show us the car’s functions... no chance. Asked him to move my car inside to the handover bay, which he finally did. And it took over two hours from arriving until actually being able to leave with the car! It was totally ridiculous and honestly, this car was a huge deal to me and the handover ruined the excitement and the experience completely. Not even any freebies, nothing, just the full tank of petrol which is standard anyway. It wouldn’t have been so frustrating if this was the norm, but I’d seen that other OPCs have the car indoors, under a cover, roped off, a sign next to it, freebies etc etc etc. I expected something similar, and I honestly don’t know what the hell my salesman was talking about when he said the handover would be one to remember!! It was, but for all the wrong reasons.
For a prestigious car brand, the Porsche buying experience for me personally didn’t feel special at all. My last car was an Audi, and the salesman there was helpful and enthusiastic from the get go, always kept me updated, I was actually given privacy when discussing financial matters, my car was in a handover bay inside, AND I was given freebies!
Porsche let me down, but I love their cars too much to be put off buying another in future... I’ll just use a different OPC next time!
Edited by Godlysmasko on Tuesday 6th March 12:57
You should try Ferrari. Woeful in my experience. Put me off buying any more new cars.
For example. Ordered Speciale when they came out but was told if I wanted one before the summer shutdown I had to spec it to the eyeballs. So I got a June car. As I had to pay extra for the privilege I made sure this was written on the order. A June car. The dealer then told me in May (when I called to chase progress) that yes it has gone into build. Imagine my surprise when I called at the start of June to get a delivery date (again I had to call them) that oh dear the car has now slipped to September. Told them to stick it and give my money back.
This wasn't an isolated incident for me either. Business is just too easy for them right now, but it will change. And it will be great when it does.
For example. Ordered Speciale when they came out but was told if I wanted one before the summer shutdown I had to spec it to the eyeballs. So I got a June car. As I had to pay extra for the privilege I made sure this was written on the order. A June car. The dealer then told me in May (when I called to chase progress) that yes it has gone into build. Imagine my surprise when I called at the start of June to get a delivery date (again I had to call them) that oh dear the car has now slipped to September. Told them to stick it and give my money back.
This wasn't an isolated incident for me either. Business is just too easy for them right now, but it will change. And it will be great when it does.
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