Another engine latch failure.

Last time the cable dropped off the latch. This time the latch sensor failed such that the lid is closed but the sensor reports that the engine cover is open.

When i originally took the car in for the cable over a week ago, the service manager said he was ordering a latch and to return a few days later. They merely reattached the cable and did not replace the latch when i returned with the car.

When i took the car in yesterday, the service manager said he had to order the latch and I should return in a few days. When I reminded him that he had already ordered a latch a week or so ago, he denied knowing anything about that order.

I also told him that the car did not start immediately after the key was merely clicked clockwise. He returned claiming that the reason was because the autostart button was depressed. Huh? I left and will have a detailed conversation with him tomorrow away from other customers so that I can tell him that he has to stop bullish*tting me.


What truly pisses me off is being "handled" and lied to by service folks. This is not the dealer where I purchased the car and I originally stopped there because the cable problem happened about mile from their store. The "stories" and tales this guy is telling remind me of those I heard being told to my parents at the Pontiac dealership decades ago - essentially tell them anything to get them to leave. What is puzzling is that the car is under warranty and they will actually get paid to fix the car.

Frankly, the reason why I did not buy the car from this dealership was that the sales person acted like I was trying to remove his liver when I told him that 2% off retail was not enough and I refused to tell him what I considered was sufficient..I merely asked for his absolutely best priced and that I was willing to write a check right then and there....

It's almost like the Service Manager has ADHD, he can't seem to sit still long enough to have a detailed conversation with a customer and does not seem to remember anything....last time I told him that I wanted the air filters changed and that I had replaced the cabin filters myself...when I returned I discovered that he had changed the air filters. When I reminded him of our conversation, he told me how dirty the cabin filters were to which I responded "That's odd, I replaced them last month after ordering them from Germany"

 

Time to move on if at all possible.
Yes they're close and convenient, but this gem is now your designated service adviser.
One option is to have the issues detailed on your service order and do not sign it until the service ticket is to your satisfaction. That way they cannot perform work that you didn't authorize.

Alternatively you could escalate the matter internally or ultimately complain to Mama bear in Atlanta.

Porsche's after sales customer service is diabolical and quite frankly a disgrace, given the price of their product..

 

Funny thing about the first visit...the service order was never provided to me to sign and they comped the filters.

Clearly, I'm never going back and it's pretty clear that they failed to properly diagnose the latch the first time...as it is a repeat problem I elected to return.

Complaining to the mother ship? Naah. Complaints merely work to help them improve their dealer. I'll warn folks here about the dealer and I'm not going to bother helping this dealer out by complaining to Porsche.

 

OP, go to another dealer. Also make sure to fill out the questionnaire if you get it. Finally, make sure PCNA know about the shoddy dealer and service fellow who's been giving you the runaround.

dux, entirely agree with your point about moving on to another dealer.
I should say that from my experience I'd disagree with your statement about Porsche after sales cs. I think a lot depends on the dealer. As we know, they vary in their quality of sales, service, and everything in between. I've had nothing but exceptional customer service from both my dealer and PCNA in Atlanta.

 

Haku - You are correct and that was my point. It's the inconsistency among dealers that makes the service all the more atrocious.

Their dealer network is the face of PCNA. The dealers idea of customer service lacks consistency and the fact that we have to escalate issues to PCNA in order to get anything resolved, validates the fact that their first line of cs is useless.

The dealers seem a little too willing to punt the issue to Corporate. Perhaps Corporate has chosen not empower them or give them the tools to address real issues. Either way, a customer survey (after the fact) is reactive and not proactive, and we all know of instances where customers (this board included) have provided less than flattering and honest feedback about their experience, only to be "confronted". Apparently bad feedback has dire consequences, which in itself is completely counterproductive.

Fortunately I get along well with my service adviser and have nothing but good things to say about the service that I received from PCNA - Atlanta.

But if there were adequate checks and balances in place and a proper avenue for recourse, then RNL wouldn't have to drive another 1 hour and "hope" for a better experience.

There is a reason why most people run to their nearest independent specialist the day after their warranty expires. These shops tend to appreciate their customers, the return business and their reputation a tad more...

 

^+1 and understood dux.

 

Just take notes when talking to the SM, repeat what he tells you, review the write up with him. Then he knows you will hold him to what he says.

 

With jerks i provide a written detail of the service request to the SM and I take notes.

It's under warranty. If he fails to deliver on any promise I can tell PCNA that I provided him with ample opportunity to cure his breach and that I'm going to another dealer. To quote one of my clients - the only thing that can't be fixed is a dead man.

 

Well the matter is settled. Bottom line: I called my dealer at Porsche Delaware; they have ordered the parts and will perform the service.

I called Porsche of Conshohocken to confirm that they had received the parts they claimed to have ordered. What I got was a "song and dance" about how they had to order a "latch cover" from Germany (I've seen the latch - there is no "latch cover"). When I told the SM that, he told me that I could talk to the "head tech." I told him that I wasn't interested in a discussion and terminated the call. Then the SM called back to confirm that there is no "latch cover" but the Tech wanted to replace the cable.

I called my Dealer, explained the situation and they agreed to fix the car for me.

I then called the Conshohocken GM and told him what transpired.

I am a great believer in allowing folks a second and sometimes even a third chance as anyone can make mistake or have a bad day. I'm of the opinion that the Conshohocken dealership hasn't had many good days recently and I will be avoiding that dealership.

 

Great work! Glad you're getting resolution.

ChuckJ

 

Richard, sorry to hear about your experience with Conshy. I have had the exact opposite experience to you in my dealings with them. They have been very responsive and did everything they said they would do. I bought my car from them and got a discount that was multiples of what they offered you.

 

I contacted PCNA so that others would not have the problems I experienced with this dealer and I explained this to the PCNA rep.

They "opened a case" and took down my information and I received the distinct impression from their "you know the dealer is independent from Porsche" qualification that they could not care what I said.

 

"Independent"? - then why do they have your brand plastered all over the front of their building and represent your company? How pathetic.

Glad to see that they appreciated and embraced your efforts to improve their brand image. You tried - just move on..

Perhaps they need to review recent history and look back at how well arrogance worked for Mercedes a decade ago.

My aim to is find a certified Indy to maintain my expensive rattle box and to fix the "features" that Porsche can't (won't) fix...