Discussion
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
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
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.
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 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.
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.
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.
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.
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
gottans said:
Did you put the above in writing? If this was a phone call you need to follow it up with something more concrete so there is a paper trail.
Yep. In writing and then the dealer called to discuss in a recorded phone call; the issue has been passed on to the dealer’s MD. There’s been a paper trail at every step on this; I don’t trust anyone involved in it. OPC who are trying to fix it didn’t even sell me the car so they’ll be more than happy to see the back of me, OPC I got the car from haven’t been involved until now since they’re 2 hours away and should have spotted the issue in the first instance; they certainly won’t want to give me a refund. Porsche DE and management in Porsche GB aren’t remotely bothered whether it’s fixed or not. Porsche GB CEO can’t even be arsed to reply to emails - They get passed down.
So looking at it now I’m never going to get my car back fully functioning in a reasonable amount of time - Porsche DE have just asked me to “be patient” - Unless someone can get it sorted soon I’m going to have to go through the ball ache of getting a refund. Do have one more avenue to try but it’s just ticking the boxes and I don’t see it working.
jjr1 said:
Any news on this?
It’s partially resolved. Long story but Porsche DE seem to have finally done what they need to, or at least are in the middle of doing so.Tracker still not working though and that seems to be a problem with Vodafone. Currently I am able to unlock/lock the car remotely and turn the lights on and off, so obviously that’s an incredibly fulfilling experience which is well worth the £110K paid for it.... That said it’s the most progress made in 2 months so stuff is happening.
findtomdotcom said:
I feel for you mate. My 992 has issues with randomly deleting saved destinations... I think the issue is with the data connection and each time the car doesn't get a connection within a certain time limit, it dumps the car data which in turn clears the server data when it does get a good connection.
I have an open ticket with Porsche DE but they are slow to respond and frankly don't seem motivated to fix it. (I'm on the 8th time it has reset all my saved locations).
That said, what a car. If the car wasn't as good as it is, I wouldn't been contemplating replacing my C4S with a Turbo...
Ugh. As I read your post I was feeling all sorts of empathy and that sick feeling in my guts for your situation. The problem here is Porsche DE - They are lacking any initiative or motivation, it seems. These cases are numerous and are affecting OPC pre-owned cars and stuff like Taycans too. There's a serious problem with the system but it appears nobody is up for fixing it. I believe that it's actually Audi and Voda who are running it? It doesn't matter what Porsche GB or the OPC do, they are unable to sort it without Porsche DE sorting it at their end.I have an open ticket with Porsche DE but they are slow to respond and frankly don't seem motivated to fix it. (I'm on the 8th time it has reset all my saved locations).
That said, what a car. If the car wasn't as good as it is, I wouldn't been contemplating replacing my C4S with a Turbo...
I'm in the same boat as you. If it wasn't a 911 I'd have backed it long ago, but in terms of a driving experience it is peerless for me (never had a 911 before). Having trolled around in my X5 M50D for the past couple of months the point at which I get back in a 911 (hopefully mine) will almost feel like a first drive.
It's just a shame that Porsche DE are reluctant to pour the resources into service and support on the digital bit of the car compared to the physical design. The PCM is so integrated on a 992 - Everything is connected to it, so when it doesn't work fully it's a nightmare. I'm sure that the iots that actually control the physical car are separate from the other stuff like SatNav etc. but it doesn't make it any easier to stomach. If this fixes it then by the time I get it back it'll have been in service continuously for 9 weeks - That's over 50% of the period we have actually owned the car without it.
Tracker/security still not working and they're talking with Porsche Technical about it. Fingers crossed as the other bits are now operational (which were not previously). Every time I go to the page too set up the security bit on the Connect page it throws up an error....
Hope you get yours sorted.
superlightr said:
ahhh stressful. especially with the purchase being joint and from a loved one.
I had the option of a new 992 end of last year or a used 991.2 Targa - went for the 991.2 4s Targa in the end -- one of the considerations was that the 992 was a new itineration. Would respectfully suggest you try one and I think you will fall back in love with Porsche.
We actually wanted a 992 Targa but they weren't shipping when we went looking and the sums meant we had to really buy a pre-owned model. I had the option of a new 992 end of last year or a used 991.2 Targa - went for the 991.2 4s Targa in the end -- one of the considerations was that the 992 was a new itineration. Would respectfully suggest you try one and I think you will fall back in love with Porsche.
Hopefully the 992 will be sorted soon and we can finally get it back - Progress has been made but there's still a bit outstanding so that needs sorting before we're happy.
It's such a shame - The 992 is an incredible car - It's just the back end in Germany that is really badly implemented. Someone overseeing that mess isn't doing their job...
anonymous said:
[redacted]
TBH it's all moot now. 3 months without the car is beyond unacceptable, so we're discussing a refund/replacement with the dealer and Porsche GB. Shame as it has thoroughly soured what was a 40 year wait for a 911 but it's clear that Porsche DE have zero regard for their customers, and it seems their own dealers/representatives in the UK. They've pretty much thrown them under the bus and left them to deal with, and explain away, the issues that only someone in Germany can fix.throt said:
Absolutely, totally not acceptable.
Have you considered just walking away with your refund and not having a replacement.
Yep. So many times, but the honest truth is that we'd likely take the money and just buy another 911. I work with high end electronics for my job, and I know that stuff can go wrong - It's just how you make it right that matters and on this occasion Porsche DE have failed. Perhaps I'm stupid, but 40+ years of wanting a 911 doesn't just evaporate like that. We could get an R8, an Aston, whatever, but while we had the 911 the car was glorious to drive and it took driving to a whole new level. I'd like a crack at having that again, albeit on a more consistent basis.Have you considered just walking away with your refund and not having a replacement.
OPC (2 of them) have been very understanding, as have Porsche GB - Just waiting to resolve some issues. The original car isn't coming back though; it'll get fixed but it'll be on Porsche's timeline, which by any reasonable estimate is not acceptable to anyone other than them. 6 weeks ago they told us what would likely need to happen to fix the issue, and that it'd take a couple of hours. To date they've still not even tried that. The car will get fixed and it'll go back into the dealer network for someone else to enjoy.
throt said:
Actually makes total sense.
Nothing like a 911. Will you stick to same variant / spec?
The least they can do is super short list you for a build slot.
Sure it'll be worth it in the end, maybe this coming summer you'll be out in the new one.
All the very best.
Yeah. Essentially want the same car with a few slight changes. I miss it - It's my first proper thoroughbred car (daily is an X5 M50D and quickest car ever had before was an S5 Convertible). Nothing like a 911. Will you stick to same variant / spec?
The least they can do is super short list you for a build slot.
Sure it'll be worth it in the end, maybe this coming summer you'll be out in the new one.
All the very best.
First car where I've spent more time listening to the engine than the Stereo. I'm hoping for a post-lockdown summer, enjoying the racket behind the rear "seats" and staring at the thing. Hope to meet up with some mates who also have Porkers and get some nice drives in.
It’s not a 992 specific issue; there are people with brand new Taycans having similar problems. The back end of the system was apparently changed a while back and these problems have been occurring since then. Audi run that bit now, along with Vodafone.
Some people only need to wait a few days for it to get sorted and some much longer; was told about someone who bought a Macan and waited 2 months for the Connect features to be up and running.
Not sure but I think the chances of it happening are higher if the car isn’t brand new; with mine it looks like the issue is clearing the previous owner’s data from the account.
This is all stuff various people have told me, including dealers and Porsche techs, but not sure how much of an overall problem it is. I’m sure there are plenty of people who buy a new or used Porsche and it all works perfectly. I was just unlucky.
Some people only need to wait a few days for it to get sorted and some much longer; was told about someone who bought a Macan and waited 2 months for the Connect features to be up and running.
Not sure but I think the chances of it happening are higher if the car isn’t brand new; with mine it looks like the issue is clearing the previous owner’s data from the account.
This is all stuff various people have told me, including dealers and Porsche techs, but not sure how much of an overall problem it is. I’m sure there are plenty of people who buy a new or used Porsche and it all works perfectly. I was just unlucky.
Update: Brand new 992 now on order. OPC have taken the existing car back because it can’t be fixed in a reasonable time frame and full purchase price goes toward the new one. OPC have actually been very good about it. We’re adding a bit and are getting a financial accommodation on the new car so the numbers work. We bought a used 992 and ended up getting a new one for a bit more and a discount.
Been a lot of fun speccing the new car and we’ve been able to get exactly what we want. Just waiting for a build slot but from what I gather it’ll be May-ish. Dealer has no 911 slots available for April but they’ve asked Porsche GB to see if they can sort something sooner.
We’ve come out of it OK but it’s been a horrible slog with us doing 99% of the pushing; it should never have happened on any car, regardless of brand. It’s even less excusable for a “Premium” one.
Ultimately if you’re buying a new or used Porsche with the latest PCM make sure it’s all set up and working before you collect it. If they tell you it’ll be active within a few days when you turn up to take it home, don’t accept it - Fight the excitement and new car fever and come back when the PCM Connect features all work, even if you’re not planning on using all of them.
Been a lot of fun speccing the new car and we’ve been able to get exactly what we want. Just waiting for a build slot but from what I gather it’ll be May-ish. Dealer has no 911 slots available for April but they’ve asked Porsche GB to see if they can sort something sooner.
We’ve come out of it OK but it’s been a horrible slog with us doing 99% of the pushing; it should never have happened on any car, regardless of brand. It’s even less excusable for a “Premium” one.
Ultimately if you’re buying a new or used Porsche with the latest PCM make sure it’s all set up and working before you collect it. If they tell you it’ll be active within a few days when you turn up to take it home, don’t accept it - Fight the excitement and new car fever and come back when the PCM Connect features all work, even if you’re not planning on using all of them.
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