Hey guys,

I'm wondering if there's any effective channels for filing a complaint against a Canadian Porsche dealer for a service-related issue?

This is a dealer that has a history of apathy towards its customers, and the web is littered with one complaint after the next for these guys. I suppose you could say that I'm a recent victim of their appalling "service".

I've tried to source a specific department or contact details for Porsche of Canada (or even the HQ in Germany) to file a complaint, but with no luck.

The bottom line is that this dealership is casting a very, very bad image on the Porsche brand, and since I live on Vancouver Island (where there's only one Porsche dealer), this experience has actually tarnished my thoughts on owning my current car - let alone ever purchasing one from a dealer.

And I refuse to be yet another pissed off customer that just goes "silently into the night".

Any ideas? Contacts? Similar experiences?

Your input would be most appreciated...

Thanks

-Chris

 

what came of your car chris? what did the dealership do? from your last thread, it sounded you were in for a rebuild because of cylinder 2.

 

I guess I should provide some background on the situation.

Long story short:

I normally have my cars serviced at a local respected Indy service shop and avoid the stealerships at all costs. However, there are some cases where a diagnostic tool or otherwise specialized machinery is required - and I'm forced to take it to the dealer.

In this case, the car required a repair involving internal components of the VarioCam unit, and unfortunately it called for some very special equipment to do so.

There were also some specialized parts required, and we figured that the dealer could probably source them more easily.

Well - where do I begin?

After FOUR WEEKS of waiting for a part to arrive - where every time I'd call to inquire about the car's status I would hear a different story about where the part was sourced from, that it would be another week, etc - I finally got fed up.

I requested the part #'s and decided to just source the damn things myself - and was appalled at what I found...

Not only was this particular part readily available within the Canadian dealer network... but there was also several available from Vancouver. (Just a 2-hour ferry ride or 15 minute plane trip away).

They could have easily ordered and received that part the same day. And yet it has now been over 4 weeks.

When we brought this forward to the GM, what happened next is "miraculous". Turns out, they "just" received the part (a $50 bolt) and can begin working on the car.

These A-holes have had my car for a month, and I would infer that they've likely had all the parts they needed from the beginning. Maybe my work order wasn't "profitable enough" or something - I don't know - but I am appalled at how they treat their customers.

Especially on a repair bill north of $4,500.00 (mostly labour).

There's some other issues here as well (such as neglecting to honor a very specific request to store the vehicle inside - which they promised to do - and instead I find it sitting on a general lot getting covered in seagull crap, in our rainiest month)...

...but the bottom line is that I'm sick of dealers thinking they can just act like this, treat customers with total disdain and contempt, and outright lie through their teeth for self-serving interests.

Please tell me that this isn't the "Porsche experience".

And believe me, I am one of many when it comes to experiences like this concerning our Vancouver Island porsche dealer.

I could care less what I "get" out of filing a complaint and taking action. This one's all about the principle of the matter.

Any input or suggestions on how to escalate this effectively would be appreciated.

My old M3 is starting to look more and more attractive...

-Chris

 

Hey dude

Thanks for asking...

To the best of our knowledge right now, the sticky exhaust valve on Cyl 2 is the result of a faulty electrical component within the VarioCam unit.

It is apparently a known issue on the NA engines, but quite rare on the Turbo engines.

So it's a medium-impact rebuild. I think the parts cost is less than $200, but there's at least 18 hours of labour listed on the flat rate chart.

At least it wasn't a complete teardown.

Although given the "opportunity cost" of having to deal with all this crap (dealer) and not focus on my business - I'd almost have preferred an $8,000 teardown to having my car held hostage

Cheers

-Chris

 

damn , sorry to hear , and no this is not the porsche experience , unfortuantely that is the only dealer there so they think they can get away with it , because like you said , where else are you going to go ?

 

I am sorry that I cannot provide any info on contacts within the Porsche dealer network. I just wanted to tell you that I empathize with your frustration.

My experience with Porsche service has been lukewarm at best and not up to par with what it should be given the image they try to portray through their massive marketing efforts. It is truly a shame that they do not have the quality consistancy throughout their service network. I wish I could embrace the total "Porsche experience" but I like so many others look for any alternative possible and avoid their service department like the plague. It is true that dealers make much more on service than sales. Maybe they need to look at how much more profitable they would be if 9 out of 10 owners didn't avoid this revenue stream for them.

 

Call the news station and get them to shove a camera and mic in the GM's face, and ask him about $4500 in labor and a $50 bolt