and I've just GOT to vent on this one.

Took one of my other highline vehicles in (import, NON Porsche). Just had new tires and 4-wheel alignment done two weeks ago, but there was an odd noise. Car is past its factory warranty.

Findings:
new rotors/pads needed (already through 2nd set of pads, ok)
control arm bushings need replacement (odd noise result)
standard service due 45k miles

OK, so that's what I might have figured on. Total nut is quite high. So how does THIS highline manufacturer and dealer handle a long-term, returning customer?

THEY PAID FOR ALL PARTS! Cost me about half of what it would have cost.

OK, so last year when my 996 Cab top needed replacing and the DSM basically told me to shove it (well, he said Porsches are expensive to maintain) and that I'd have to EAT it all ($3500 plus with window and labor). 6 months out of warranty and Porsche tells me to eat it. OK, fine.

What a world of difference. Mostly because the DEALER went to bat on the other car in this case. Porsche can learn quite a lesson here. I'm happy, and I'll be back to that dealer for more service and probably a new car as well.

 

E, happy to say the two times i ordered stuff from you the service was outstanding.

thx..

 

Eric... I think it all depends on the dealer and who you deal with. I know for a fact that my Porsche dealer will got to bat for anything I ask for. Having a great relationship with the Service Manager always helps.. You could have got Porsche to take care of 50% of your top if you pushed for it... That is there new policy on known problems after warranty expires.

 

Who is the dealer? sounds like someone we should stay away from.

 

I had a great relationship with that dealer, service manager AND the DSM. And a few years ago, they would have done something. This time though, they basically stepped right out of the picture and let me take one on the chin. It was more like a sucker punch.

Out of the $3500+ in repairs, all they had to do was step in with maybe a few hundred in goodwill, and I would have seen it in a much different light.

Fact is, PCNA Customer Commitment is NOT what it once was. Not sure if it ever will be. Fat bonus money from selling too many Cayennes is making a lot of the folks simply turn a blind eye to their customers. Just my opinion.

But don't think I took this lightly. There were numerous discussions, meetings and letters to corporate, all to no avail. Just a clear picture of the difference between Porsche and this other dealership/manufacturer, and how they treat their customers.

That said, the other dealership/make has a service manager who is savvy, customer oriented and long-term, and has known me for at least 15 years. I just think they 'get it' and Porsche doesn't.

 

Eric, after all of that and then you buy another Porsche ? Hope it was not from the same dealer.

 

Eric, I'm very curious, as I'm sure others are. What kind of car is it?

b-man