Jaguar Customer Support
Discussion
I own a 2010 Jaguar XF 'S' which has been re-mapped by DMS. In April this year I purchased Porsche Boxster RS 60 for my wife.
Boxster's do not come with a wind deflector as part of the standard kit so I ordered a wind deflector (£330) from my local Porsche dealer. The wind deflector came after three weeks but it did not have the fitting kit with it (it should have done according to the part number). The fitting kit is a bracket arrangement and 4 bolts to secure it to the roll bars.
After waiting about 6 weeks I contacted Porsche UK to see if they could help. My contact there, Claire, was helpful in that for several weeks she contacted Porsche Stuttgart to try and give me some positive information. In early July I became very frustrated and wrote personally to Mathias Muller, the chairman of Porsche AG. Last week I had an email from Porsche Customer Commitment which said
'Dear Mr. White,
Thank you for your e-mail from 12 July 2012 to Mr. Matthias Müller, Chairman of Porsche AG.
We regret to hear that you have concerns about the level of service received. Please accept our sincere apologies for the obvious disappointment caused as a result.
However, we kindly ask for your understanding that we are unable to solve your matter directly from here. We have thus contacted our colleagues from Porsche Cars Great Britain Ltd. for their evaluation and handling. Your case is being managed with the precision it requires, however, at this time there is no further statement regarding the delivery date of the part.
The person responsible for your concern will be contacting you when further information is available.
May we kindly ask for your forbearance in the meantime.
Yours sincerely'
Can you believe it, the Chairman of Porsche AG and the Company in Stuttgart where the car is made cannot help me get the part I need. I have not heard from Porsche UK yet buit given they could not help in the first place there is not much chance they will be able to help now.
Compare this with the customer support from Jaguar where my car had it's second annual service last Wednesday where it required a catch for the one man operation to drop the rear seats. They did not have the part in stock and ordered it. The catch arrived Friday and will be fitted on Tuesday.
Take note Porsche, this is customer support, not the offering you have made.
Garry White
Boxster's do not come with a wind deflector as part of the standard kit so I ordered a wind deflector (£330) from my local Porsche dealer. The wind deflector came after three weeks but it did not have the fitting kit with it (it should have done according to the part number). The fitting kit is a bracket arrangement and 4 bolts to secure it to the roll bars.
After waiting about 6 weeks I contacted Porsche UK to see if they could help. My contact there, Claire, was helpful in that for several weeks she contacted Porsche Stuttgart to try and give me some positive information. In early July I became very frustrated and wrote personally to Mathias Muller, the chairman of Porsche AG. Last week I had an email from Porsche Customer Commitment which said
'Dear Mr. White,
Thank you for your e-mail from 12 July 2012 to Mr. Matthias Müller, Chairman of Porsche AG.
We regret to hear that you have concerns about the level of service received. Please accept our sincere apologies for the obvious disappointment caused as a result.
However, we kindly ask for your understanding that we are unable to solve your matter directly from here. We have thus contacted our colleagues from Porsche Cars Great Britain Ltd. for their evaluation and handling. Your case is being managed with the precision it requires, however, at this time there is no further statement regarding the delivery date of the part.
The person responsible for your concern will be contacting you when further information is available.
May we kindly ask for your forbearance in the meantime.
Yours sincerely'
Can you believe it, the Chairman of Porsche AG and the Company in Stuttgart where the car is made cannot help me get the part I need. I have not heard from Porsche UK yet buit given they could not help in the first place there is not much chance they will be able to help now.
Compare this with the customer support from Jaguar where my car had it's second annual service last Wednesday where it required a catch for the one man operation to drop the rear seats. They did not have the part in stock and ordered it. The catch arrived Friday and will be fitted on Tuesday.
Take note Porsche, this is customer support, not the offering you have made.
Garry White
In my experience Jaguar customer service are the best in the business. They have always come across as friendly and eager to please, and with a bit of enthusiasm for the marque. That's why I continue to spend money with them.
They gave my daughter a teddy bear once thus guaranteeing a future customer
They gave my daughter a teddy bear once thus guaranteeing a future customer
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