Poor Porsche customer service
Discussion
I'm new to the whole Porsche owning business but I have to say I've been really disapointed with their customer service. I bought a 05 Boxster s at the end of last year (which I love) but the after sales care has been rubbish. Its been in for its first service at the dealer where I bought it (Hatfield) and its also been in for a couple of minor issues which have been resolved. However, things like having a replacement vehicle booked and then told its not available meaning I have to fork out for taxis haven't been too good. The last time I took it in I was told a driver would be available to drop me off at my house but when I turned up no one could do it which meant a taxi again (at my expense). This is after them trying to sting me for £160 for fixing a faulty alarm sensor which I was led to believe was covered under my warranty.
Finally the sales manager agreed to refund this money but that was a month ago and despite 3 emails and several messages he has not got in contact with me.
Has anyone got any advice as its starting to get very annoying. Its such a shame as I love the car but its starting to leave a sour taste in my mouth. Help........
Finally the sales manager agreed to refund this money but that was a month ago and despite 3 emails and several messages he has not got in contact with me.
Has anyone got any advice as its starting to get very annoying. Its such a shame as I love the car but its starting to leave a sour taste in my mouth. Help........
Have had a similar experience but with Porsche East London. Had a faulty mechanism in the door meaning the window jammed on my recently purchased 996 C4 Cab. They told me it wasn't covered under the warranty. Cost me £450. Not a massive amount but I'm no millionaire?
Tried to argue the case but they wouldn't have it. They replaced the mechanism but now 3 weeks down the line there is a rattle in the door where they obviously haven't tightened something up. Very annoyoing.
I think the level of service was poor and could only work out that seeing as my car was the oldest
in the service area (it's a 2002) they just couldn't be bothered. They could've put
in a good-will claim into Porsche but they didn't want to do that for me either.
It's the nearest dealership to me but I won't be taking it back there in future.
Tried to argue the case but they wouldn't have it. They replaced the mechanism but now 3 weeks down the line there is a rattle in the door where they obviously haven't tightened something up. Very annoyoing.
I think the level of service was poor and could only work out that seeing as my car was the oldest
in the service area (it's a 2002) they just couldn't be bothered. They could've put
in a good-will claim into Porsche but they didn't want to do that for me either.
It's the nearest dealership to me but I won't be taking it back there in future.
Thats exactly how I feel. It seems like just because I'm a Boxster owner, they couldn't be bothered with me. Sounds like you will only get good customer service if you own a brand new top of the range 911. The thing is as well, I'm 27 so I thought they would want me to stay with the brand and look to go for the more expensive cars later on.....not a very good way to look after a "potential" long term customer.
I've been around the block a few times with crappy Porsche dealership service. There's a few that I refuse to have any dealings with.
However, surprised to hear bad things about OPC East London. They're the only ones I'd use and have always had excellent service from them. OPC Mayfair are also a class act but unfortunately have no service capabilities.
I find building a rapport with one guy rather than the OPC helps. Everything to do with my car is done by one service guy that I specifically ask for - he looks good in front of his boss and then goes the extra mile for me (arranges pick ups, courtesy cars, etc).
Just my 2p worth.
However, surprised to hear bad things about OPC East London. They're the only ones I'd use and have always had excellent service from them. OPC Mayfair are also a class act but unfortunately have no service capabilities.
I find building a rapport with one guy rather than the OPC helps. Everything to do with my car is done by one service guy that I specifically ask for - he looks good in front of his boss and then goes the extra mile for me (arranges pick ups, courtesy cars, etc).
Just my 2p worth.
Edited by Erik997 on Thursday 12th July 13:45
Rich-UK said:
Poor service from Porsche shocker 
Get used to it!
At the risk of repeating myself again.....go to Silverstone. I agree that the other OPCs I've had the misfortune to deal with are inefficient, rude, arrogant etc etc etc.... They're no worse than other marques dealers on the whole, just different levels of uselessness.Get used to it!
...but not Silverstone. IIRC others on here have agreed with me in the past too.
davestyles said:
I'm new to the whole Porsche owning business but I have to say I've been really disapointed with their customer service. I bought a 05 Boxster s at the end of last year (which I love) but the after sales care has been rubbish. Its been in for its first service at the dealer where I bought it (Hatfield) and its also been in for a couple of minor issues which have been resolved. However, things like having a replacement vehicle booked and then told its not available meaning I have to fork out for taxis haven't been too good. The last time I took it in I was told a driver would be available to drop me off at my house but when I turned up no one could do it which meant a taxi again (at my expense). This is after them trying to sting me for £160 for fixing a faulty alarm sensor which I was led to believe was covered under my warranty.
Finally the sales manager agreed to refund this money but that was a month ago and despite 3 emails and several messages he has not got in contact with me.
Has anyone got any advice as its starting to get very annoying. Its such a shame as I love the car but its starting to leave a sour taste in my mouth. Help........
I 'have' to use OPC East London as its the nearest. I find that contacting them by phone is also painful, so always email (eg Nigel.Cheer@Porscheeastlondon.co.uk is the service manager there). It seems to work, and he always get back to me. Added advantage is unlike a phone call you have hard evidence if there is a dispute. worked for me when the actual charge on fitting a cd changer exceeded the written estimate! Finally the sales manager agreed to refund this money but that was a month ago and despite 3 emails and several messages he has not got in contact with me.
Has anyone got any advice as its starting to get very annoying. Its such a shame as I love the car but its starting to leave a sour taste in my mouth. Help........
DeltaHedge said:
Rich-UK said:
Poor service from Porsche shocker
Get used to it!
At the risk of repeating myself again.....go to Silverstone. I agree that the other OPCs I've had the misfortune to deal with are inefficient, rude, arrogant etc etc etc.... They're no worse than other marques dealers on the whole, just different levels of uselessness.Get used to it!
...but not Silverstone. IIRC others on here have agreed with me in the past too.
Erik997 said:
OPC Mayfair are also a class act but unfortunately have no service capabilities.
Anyone spot something here? Sales great, No service so no comment possible!Edited by Erik997 on Thursday 12th July 13:45
Further to my comments on a previous thread I had some work done, filled in the online form and said I would be happy to receive comments back. Not a word in two months.
However, according to the letters from Head Office at Reading I am now the owner of brand new porsche and would I like to comment on it?
Yes, Where is it!
Seriously, if there is anyone from Porsche reading this forum how about having the bottle to answer some of these comments - just once!
Hi Dave,
speak to Perry Robb, he runs the show at Hatfield. He's a real nice chap and does not have a short sighted attitude. I had not been to Hatfield in maybe 4 years (their old place) but went up their recently to pick up some bits for my 964 turbo.
This was saturday am and pretty busy, Perry took time out to come and chat to me for maybe half an hour. Talked lots of crap about Porsche's. He's old school. Don't know who the service manager is but if its a chap called Michael he always was a wa**er.
speak to Perry Robb, he runs the show at Hatfield. He's a real nice chap and does not have a short sighted attitude. I had not been to Hatfield in maybe 4 years (their old place) but went up their recently to pick up some bits for my 964 turbo.
This was saturday am and pretty busy, Perry took time out to come and chat to me for maybe half an hour. Talked lots of crap about Porsche's. He's old school. Don't know who the service manager is but if its a chap called Michael he always was a wa**er.
graeme,
Thanks for that. I'll give him a call because the guy I've been dealing with is a waste of space and he is actually the sales manager, Philip White. Bit of an update. Send a really arsey email to him on Friday afternoon basically saying (amongst other things) that he is the sales manager and he should be chasing me and not the other way round and that I would be expecting a call. I went away for the weekend and have just checked my inbox and guess what...........dun dun dun......NOTHING!!! And there was me under the impression that the dealership was open Friday, Saturday and Sunday!!
You would think these people who are into their cars would read a forum like this and be appalled at people's views of such a premium brand and do something about it.
If I don't get an answer from him tomorrow I'm going to call in after work and I'm not leaving until I get a cheque and I'll invoice them for the extra petrol it took to get there as well!!
Thanks for that. I'll give him a call because the guy I've been dealing with is a waste of space and he is actually the sales manager, Philip White. Bit of an update. Send a really arsey email to him on Friday afternoon basically saying (amongst other things) that he is the sales manager and he should be chasing me and not the other way round and that I would be expecting a call. I went away for the weekend and have just checked my inbox and guess what...........dun dun dun......NOTHING!!! And there was me under the impression that the dealership was open Friday, Saturday and Sunday!!
You would think these people who are into their cars would read a forum like this and be appalled at people's views of such a premium brand and do something about it.
If I don't get an answer from him tomorrow I'm going to call in after work and I'm not leaving until I get a cheque and I'll invoice them for the extra petrol it took to get there as well!!
davestyles said:
Finally the sales manager agreed to refund this money but that was a month ago and despite 3 emails and several messages he has not got in contact with me.
Speak to him or if he wont take your call speak to the dealer principal. If after this you still aren't happy, look at moving your servicing and purchasing to another dealership.Gassing Station | Porsche General | Top of Page | What's New | My Stuff