Philip Raby

Author
Discussion

5TUE

Original Poster:

740 posts

178 months

Tuesday 27th November 2012
quotequote all
Bad news always travels faster than good, and all too often we are more than happy to tell anyone who will listen about bad customer service.

It is for this reason that I want to tell anyone who will listen/read about what I consider to be fantastic customer service from Phil Raby from what could so easily have been another one of those bad experience situations.

About 10 weeks ago I found myself in the position to be able to obtain my dream car, a 996 C4S.

The deal was done with Phil and off home I went. A few weeks later and I am reading one of the Porsche monthlies where my suspiciouns were awoken to sooting around the left tail pipe. Being a worrier I had a bore scope conducted on cylinders 4,5 and 6, only to have my fears confirmed. The cylinders were scored.

On my way home I pulled over to call Phil and tell him what had happened. This was the point that I was expecting things to turn sour and every reason under the sun to come out about how it was down to me to sort out and to use the warranty that had been provided with the car to get back what money I could.

I couldn't have been more wrong. In his usual calm way he told me to get an approximate price on the rectification and get back to him.

For me the only people that I wanted to conduct the work were Hartech and so got an approximate price and contacted Phil to tell him, but to also suggest that he spoke to them directly which he did. To my astonishment later the same day I get a 'phone call from Phil to say that he has arranged with Hartech for them to collect the car from my home address 2 days later on the back of a lorry and that he was going to pay for the work. Could this really be right?

No denying any form of responsibility? No going for sharing of costs? All arranged and off to the garage within 72 hours? Could this really be just good old fashion customer service?

The simple answer is yes. It was.

The guys at Hartech were fantastic especially Grant who really must have been bored (no pun intended) with my constant 'phone calls to see how things were going and to add jobs to the list (at my expense), whilst they were there.

Yesterday I had the 4 hour drive to Bolton to pick the car up, (I wanted to see Hartech's set up for myself), and the long journey back home again in my dream car. A 996 C4S with almost every modification that Hartech offer done to the engine.

Whilst the guys at Hartech were fantastic it is without doubt the speed and professionalism that I experienced with Philip Raby that has stood out as one of those rare moments in this day and age where I feel compelled to shout about the customer service that I recieved, and believe that a main dealer wouldn't have been able to have been so proactive so quickly.

I have no idea if Phil is active on the forums (I know that he advertises on Ph), but just wanted to share my experience and give someone a pat on the back in an industry where good customer service isn't always acknowledged.

Stu.

Ginos

44 posts

144 months

Tuesday 27th November 2012
quotequote all
A good story, and he deserves the plug.

What mods did you get done?

marky911

4,427 posts

225 months

Tuesday 27th November 2012
quotequote all
Good on him. Credit where it's due.

That's a big hit for a one-man band to take, so hat's off to him.

I used to poke fun at him on here for always running features in Total911 on whatever car he had in stock at the time, but it's nice to hear he's very good to deal with and stands by the cars he sells.

Enjoy your car! It will be better than new now, mechanically.

Lovely rump on those C4Ss. smile

David911RSR

1,445 posts

216 months

Tuesday 27th November 2012
quotequote all
I have not had the opportunity to deal with Phil Raby however, Hartech have looked after my 996 C4S for the past 4 years. They have been excellent and I would not hesitate to recommend them.

911 (997)

118 posts

245 months

Tuesday 27th November 2012
quotequote all
That's great to hear. Slightly off topic, but it does seem that the power of forums like this has lead to dealers really lifting their game in terms of service. A good reputation takes years to establish and can be eroded by a few negative posts very quickly. The really good ones realise that going beyond the call of duty in certain circumstances can be the best form of advertising that even money couldn't buy when they get glowing feedback like this. And that is good for us all. Anyway, I'm glad you've had a good experience.

5TUE

Original Poster:

740 posts

178 months

Tuesday 27th November 2012
quotequote all
Ginos said:
A good story, and he deserves the plug.

What mods did you get done?
Thanks Ginos.

On top of the work paid for by Phil which included the removing and stripping of the engine, the fitting of 3 new cylinders, 3 new pistons, crank shaft oil jets, gaskets and seals including the RMS, crank shaft thrust bearings, spark plugs and low temperature thermostat, I also went for an overhaul of the cylinder heads (skim, de-coke heads & valves, re-lap valves and seats.) Re-ground bank 1 cylinders and the fitting of restraining rings. New timing chain set, cam to cam chain guide rail kit, crank to intermediate chain horseshoe guide, 3 cam to intermediate shaft chain rails, new intermediate shaft , the other 3 pistons, crank shaft main and big end bearings, new air/oil separator and 6 new ignition coils.

Stu.

5TUE

Original Poster:

740 posts

178 months

Tuesday 27th November 2012
quotequote all
Thanks everyone.

For me it had to be the 4s just because of the shape of the back end.

I really do hope that Phil does get something off the back of this, as has been stated forums can so easily ruin reputations (just look at the M96 engine!), so it would be good to be able to enhance a reputation for a change.

mollytherocker

14,370 posts

215 months

Tuesday 27th November 2012
quotequote all
Firstly, well done Mr Raby. I could suggest that given his profile in the UK Porsche scene, he had little choice, but that would be unfair.

What this does prove is that even his skills at buying Porsches are not enough to ensure a good M96 car.


MrCooke

796 posts

201 months

Tuesday 27th November 2012
quotequote all
5TUE is Phil Raby's mum and I claim my £5.

5TUE

Original Poster:

740 posts

178 months

Wednesday 28th November 2012
quotequote all
MrCooke said:
5TUE is Phil Raby's mum and I claim my £5.
LOL. However you only get £2.50 as you missed out that the guys at Hartech are in fact my sisters.

Stu.

Phil Raby

50 posts

228 months

Wednesday 28th November 2012
quotequote all
Thanks for the feedback, Mum. smile

I'll second Hartech's service; Grant was very pleasant to deal with and stuck to his quoted budget.

Cheers

Phil

chimster

1,747 posts

215 months

Wednesday 28th November 2012
quotequote all
Fair do's. Would an OPC have done that I wonder? Well done Phil.

supermono

7,374 posts

254 months

Wednesday 28th November 2012
quotequote all
chimster said:
Fair do's. Would an OPC have done that I wonder? Well done Phil.
No they'd have taken it back in and changed the engine for a new one under their 2 year warranty.

However, buying out of network, this is an excellent result.

SM

Chrisp5782

630 posts

144 months

Wednesday 28th November 2012
quotequote all
This is a great post, when it comes to changing my car Mr Raby may well get my call and my money.

MadMark911

1,754 posts

155 months

Wednesday 28th November 2012
quotequote all
A good story to post! smile

monthefish

20,453 posts

237 months

Wednesday 28th November 2012
quotequote all
Well done Phil & Hartech.
thumbup

jkh112

22,781 posts

164 months

Wednesday 28th November 2012
quotequote all
I bought my car from Phil Raby a few years ago. A very good experience and he gets my recommendation.

tyrrell

1,686 posts

214 months

Wednesday 28th November 2012
quotequote all
Very Well done Phil, great to have a good news story happy that you got it sorted to your satisfaction.

drmark

5,021 posts

192 months

Wednesday 28th November 2012
quotequote all
supermono said:
No they'd have taken it back in and changed the engine for a new one under their 2 year warranty.

However, buying out of network, this is an excellent result.

SM
Actually they would have tried to repair it too - though probably not as well - I had to fight hard to get a new engine when same happened to mine. Most economic repair is deciding factor - under new or used Porsche warranty. Mine scored at 7500 miles and under a year old! Porsche's response made me vow that day never to buy another new Porsche. frown

5TUE

Original Poster:

740 posts

178 months

Wednesday 28th November 2012
quotequote all
Thanks for all of the comments, but once again thanks to Philip Raby and Grant and the team at Hartech who have turned this into my 'Pheonix from the Ashes', story.

Now just the 2,000 mile running in period to go!

Stu.