Problem with Rusnak Porsche
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Joined: Jan 2007
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RUSNAK: I hope this experience teaches you a lesson.
If you really cared you would have done the right thing without all this horrible publicity. My fear is that it was this site, this blog, and all of the readers exposed to it who scared Rusnak into doing the right thing. How many time would someone search this site for "Rusnak" and find a link to this thread? Its not good for them.
I grew up doing the right thing not because I was afraid of negative consequences, but because it's simply the right thing to do.
You should have offered this right off the bat. Hopefully now maybe you'll learn.
If you really cared you would have done the right thing without all this horrible publicity. My fear is that it was this site, this blog, and all of the readers exposed to it who scared Rusnak into doing the right thing. How many time would someone search this site for "Rusnak" and find a link to this thread? Its not good for them.
I grew up doing the right thing not because I was afraid of negative consequences, but because it's simply the right thing to do.
You should have offered this right off the bat. Hopefully now maybe you'll learn.
Last edited by Cattman; Feb 8, 2008 at 11:42 AM.
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Joined: Oct 2004
Posts: 2,206
From: N Calif
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Mr. Baker,
I have to believe that your efforts are actually quite disingenuous.
What does employee drug testing or Rusnak policies have to do with the manner in which you have treated Mr. B?
Rather than boasting of your "apparent" policies, enough persons in this thread have voiced their prior issues with Rusnak which to me negate what you are professing here.
If you think my comments are out of line they originate from years of experience dealing with car manufacturers and dealers who "after the Fact" put importance on the customer as you are herewith doing.
It's for certain that had this thread not been started Mr. B's problems would not be considered, and that is what irritates me.
What about all those before Mr. B that experienced negative experiences.
If you wish your statements to have value, then ensure by consistent and repetitive actions that what you herein profess is applied to EVERYONE who comes to your dealership EVERY TIME.
They should not be an isolated incidents due to public outcry.
Great that you'll take care of Mr. B. What about those before Mr. B's incident and those after?
I have to believe that your efforts are actually quite disingenuous.
What does employee drug testing or Rusnak policies have to do with the manner in which you have treated Mr. B?
Rather than boasting of your "apparent" policies, enough persons in this thread have voiced their prior issues with Rusnak which to me negate what you are professing here.
If you think my comments are out of line they originate from years of experience dealing with car manufacturers and dealers who "after the Fact" put importance on the customer as you are herewith doing.
It's for certain that had this thread not been started Mr. B's problems would not be considered, and that is what irritates me.
What about all those before Mr. B that experienced negative experiences.
If you wish your statements to have value, then ensure by consistent and repetitive actions that what you herein profess is applied to EVERYONE who comes to your dealership EVERY TIME.
They should not be an isolated incidents due to public outcry.
Great that you'll take care of Mr. B. What about those before Mr. B's incident and those after?
Registered User
Joined: Jan 2007
Posts: 1,953
From: ATL
Rep Power: 201
All those who have had problems with RUSNAK: here is your invitation to get your issues rectified. You all need to contact this guy and get him to make it right.
If RUSNAK is sincere, they will take this opportunity to step up and make you ALL whole. Everyone here with horror stories are in line. Next!
If RUSNAK is sincere, they will take this opportunity to step up and make you ALL whole. Everyone here with horror stories are in line. Next!
Last edited by Cattman; Feb 8, 2008 at 11:43 AM.
Thread Starter
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Joined: Nov 2007
Posts: 136
From: Los Angeles
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I am truly sorry for all of you that have had poor experiences at any dealership! I've been in the business for about 20 years and never have I stayed at a dealer that I felt uncomfortable with. If there was a possibility that the dealer was conducting business dishonestly or improperly, I would leave in a heart beat! I care about people and take my job very seriously; I put my full efforts into ensuring that their service needs have been met or exceeded.
I have been at Rusnak for about 2 1/2 years. In my opinion, the Rusnak organization is a very caring group of people. They have proven to be a company of which I am proud to be associated with. I feel that our great success is a direct reflection of how we conduct business as a whole and who we choose to employ. Rusnak takes great measures to ensure that we hire only highly qualified individuals. We use all the best agencies to conduct background investigations and require physical and drug screenings before anyone is offered employment.
In addition to choosing the best applicants, we also believe that all successful businesses conduct on-going training for their employees. We have weekly in-house meetings as well as outside training events for all employee levels. We are one of only a few organizations who invite members of the BBB and other consumer agencies in to our meetings for training purposes. Only a fool would invite these agencies in to observe, inspect, and issue a report card if they were not operating a top-notch facility. We are so confident in our operations, we welcome them in and look forward to receiving our commendation.
For those of you who have had any negative experiences at Rusnak in the past, I would really appreciate you sharing them with me, even if they involve me, personally. I invite anyone who believes they were not treated fairly to discuss this either in private or on this forum. My intentions are to take care of my customers using all tools given to me from both Rusnak, as well as Porsche. I can honestly say that I have not been made aware of any negative experiences with dissatisfied customers, other than when Porsche's decides a service is not "under warranty." due to abuse or lack of maintenance (i.e., over-revs found in the vehicles DME control unit.) For these individuals, you must understand that the vehicle has a recording device intergrated into the vehicle, so there is no question that over-revs occurred. Further, we can see exactly what time in the life of the vehicle that they occurred. Porsche requires that a vehicle analysis report accompany all drivability concerns. These reports must be saved as part of the repair order process. Without this report the warranty claim will be denied. With this report, we can only share the information with the customer. Sometimes, the report reveals information that is damaging to the claim, making it impossible to claim the repair as warranty.
I need everyone to understand that I wouldn't dream of excusing your past negative experiences, especially for any that were generated from the Rusnak organization in the past. I will, however, inform you that things continue to change for the better and our goal to be the best of the best is in our blood! We appreciate our customers and we always try to do what's right.
This brings me to our situation at hand...
After reading the many posts, especially from Mr. B and his son, I feel that the decision made by Rusnak was made with very good intentions. However, I also feel that we were not truly in touch with our customer on this one. Even though the information and evidence gathered made sense for us to feel that we were not responsible, we should have looked at the bigger picture and understood that the more logical decision would have been to take care of the situation entirely. I, too, questioned how this obvious collision could have happened without anyone feeling it and I still can not explain it. I also, however, trust the people in my department and have never had a reason to doubt their honesty or integrity. I have not changed my mind regarding that belief. My decision today is for a few reasons. First, after reading all your posts, I see why there is doubt. Second, I see even more clearly where our initial errors were made by my front-line people, especially with communication. For these reasons, as well as believing in my customer, with Mr B’s permission; I would like to properly repair his vehicleat no cost to him. This means, if the bumper skin must be replaced to properly fix the vehicle, then that is what we will do. We would never allow any type of repair, other than what is proper, no matter who was paying the bill!
Principles can sometimes blur our vision, and I am thinking this is the case with this situation.
I have promised myself, as well as Mr. Rusnak, that our service department, while under my watch, will be better than it has ever been before. My goal is to be the best of the best. I will ask all of you who read this to try not tojudge us (me) based on our initial decision to only pay 50% of the repair. I intend on looking at this kind of concern differently in the future and, of course, give the customer the attention one would expect from the beginning. The walk-around is one thing that, if done properly, would have prevented this entire situation.
Once again, I apologize and wish to continue making this store better each day.
Sincerely,
Rick Baker
Service Director
Rusnak/Pasadena
I have been at Rusnak for about 2 1/2 years. In my opinion, the Rusnak organization is a very caring group of people. They have proven to be a company of which I am proud to be associated with. I feel that our great success is a direct reflection of how we conduct business as a whole and who we choose to employ. Rusnak takes great measures to ensure that we hire only highly qualified individuals. We use all the best agencies to conduct background investigations and require physical and drug screenings before anyone is offered employment.
In addition to choosing the best applicants, we also believe that all successful businesses conduct on-going training for their employees. We have weekly in-house meetings as well as outside training events for all employee levels. We are one of only a few organizations who invite members of the BBB and other consumer agencies in to our meetings for training purposes. Only a fool would invite these agencies in to observe, inspect, and issue a report card if they were not operating a top-notch facility. We are so confident in our operations, we welcome them in and look forward to receiving our commendation.
For those of you who have had any negative experiences at Rusnak in the past, I would really appreciate you sharing them with me, even if they involve me, personally. I invite anyone who believes they were not treated fairly to discuss this either in private or on this forum. My intentions are to take care of my customers using all tools given to me from both Rusnak, as well as Porsche. I can honestly say that I have not been made aware of any negative experiences with dissatisfied customers, other than when Porsche's decides a service is not "under warranty." due to abuse or lack of maintenance (i.e., over-revs found in the vehicles DME control unit.) For these individuals, you must understand that the vehicle has a recording device intergrated into the vehicle, so there is no question that over-revs occurred. Further, we can see exactly what time in the life of the vehicle that they occurred. Porsche requires that a vehicle analysis report accompany all drivability concerns. These reports must be saved as part of the repair order process. Without this report the warranty claim will be denied. With this report, we can only share the information with the customer. Sometimes, the report reveals information that is damaging to the claim, making it impossible to claim the repair as warranty.
I need everyone to understand that I wouldn't dream of excusing your past negative experiences, especially for any that were generated from the Rusnak organization in the past. I will, however, inform you that things continue to change for the better and our goal to be the best of the best is in our blood! We appreciate our customers and we always try to do what's right.
This brings me to our situation at hand...
After reading the many posts, especially from Mr. B and his son, I feel that the decision made by Rusnak was made with very good intentions. However, I also feel that we were not truly in touch with our customer on this one. Even though the information and evidence gathered made sense for us to feel that we were not responsible, we should have looked at the bigger picture and understood that the more logical decision would have been to take care of the situation entirely. I, too, questioned how this obvious collision could have happened without anyone feeling it and I still can not explain it. I also, however, trust the people in my department and have never had a reason to doubt their honesty or integrity. I have not changed my mind regarding that belief. My decision today is for a few reasons. First, after reading all your posts, I see why there is doubt. Second, I see even more clearly where our initial errors were made by my front-line people, especially with communication. For these reasons, as well as believing in my customer, with Mr B’s permission; I would like to properly repair his vehicleat no cost to him. This means, if the bumper skin must be replaced to properly fix the vehicle, then that is what we will do. We would never allow any type of repair, other than what is proper, no matter who was paying the bill!
Principles can sometimes blur our vision, and I am thinking this is the case with this situation.
I have promised myself, as well as Mr. Rusnak, that our service department, while under my watch, will be better than it has ever been before. My goal is to be the best of the best. I will ask all of you who read this to try not tojudge us (me) based on our initial decision to only pay 50% of the repair. I intend on looking at this kind of concern differently in the future and, of course, give the customer the attention one would expect from the beginning. The walk-around is one thing that, if done properly, would have prevented this entire situation.
Once again, I apologize and wish to continue making this store better each day.
Sincerely,
Rick Baker
Service Director
Rusnak/Pasadena
As for all my 6speed members thank you for all of your advice and input, and will keep you updated.
Thread Starter
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Registered User
Joined: Nov 2007
Posts: 136
From: Los Angeles
Rep Power: 24
Mr. Baker,
I have to believe that your efforts are actually quite disingenuous.
What does employee drug testing or Rusnak policies have to do with the manner in which you have treated Mr. B?
Rather than boasting of your "apparent" policies, enough persons in this thread have voiced their prior issues with Rusnak which to me negate what you are professing here.
If you think my comments are out of line they originate from years of experience dealing with car manufacturers and dealers who "after the Fact" put importance on the customer as you are herewith doing.
It's for certain that had this thread not been started Mr. B's problems would not be considered, and that is what irritates me.
What about all those before Mr. B that experienced negative experiences.
If you wish your statements to have value, then ensure by consistent and repetitive actions that what you herein profess is applied to EVERYONE who comes to your dealership EVERY TIME.
They should not be an isolated incidents due to public outcry.
Great that you'll take care of Mr. B. What about those before Mr. B's incident and those after?
I have to believe that your efforts are actually quite disingenuous.
What does employee drug testing or Rusnak policies have to do with the manner in which you have treated Mr. B?
Rather than boasting of your "apparent" policies, enough persons in this thread have voiced their prior issues with Rusnak which to me negate what you are professing here.
If you think my comments are out of line they originate from years of experience dealing with car manufacturers and dealers who "after the Fact" put importance on the customer as you are herewith doing.
It's for certain that had this thread not been started Mr. B's problems would not be considered, and that is what irritates me.
What about all those before Mr. B that experienced negative experiences.
If you wish your statements to have value, then ensure by consistent and repetitive actions that what you herein profess is applied to EVERYONE who comes to your dealership EVERY TIME.
They should not be an isolated incidents due to public outcry.
Great that you'll take care of Mr. B. What about those before Mr. B's incident and those after?
Thank You
Registered User
Joined: Jan 2007
Posts: 1,953
From: ATL
Rep Power: 201
All the good apples (I do business with an awesome Porsche dealership) should want RUSNAK kicked out of the Porsche business as they hurt the reputation of the parent brand.
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Joined: Apr 2006
Posts: 728
From: Alpharetta, GA
Rep Power: 81
I'm going to have to differ with several of you here (in particular you, Cattman, and your 5th grade approach of name calling). Here's the way I see it:
1 - Owner has incident involving damage to car at some point during a service engagement with Rusnak (no admittance to fault, but we'll assign blame to the dealer without the aforementioned inspection)
2 - Service dept (as a whole) mis-manages reporting the damage to management and to owner
3 - Owner complains to internet forum and provokes bad AND good stories of Rusnak service
4 - After some length of time, Rusnak representative (Service Mgr) replies to forum and restates offer to split cost of repairs (type/quality of repair in question)
5 - After another length of time, Service Mgr returns to forum and states that dealer has taken wrong approach and wishes to make things right. Rusnak offers to cover full repair cost and to do whatever necessary to make damage like new
Now, at this point all you for/against cheerleaders should pipe down and let 3BE and Rusnak talk. Until they resolve the situation (good or bad), any further discussion (about this incident) is relatively pointless.
All of you who have had problems with Rusnak in the past, step up now and give them a chance to resolve them. If not, STFU.
All of you who are decrying the dealership without any particular experience with them, STFU.
Rusnak has decided to "cowboy up" and is putting their reputation on the line with this public invitation to investigate and resolve all outstanding issues. If they fail to do so (I mean they act in bad faith, not they can't get your non-warranty issues covered), burn them at the stake. If they do, they have done what every business has the right to do (and should) - investigate problems and resolve them by doing the "right thing".
Anyone who continues to berate and belittle them without giving them the chance, STFU. Get off your soapbox and turn off your personal "look at me!" spotlight. We don't care about your opinion until this resolves one way or another.
To Rick - I hope you're up to the task. Its sink or swim now, but you get an A+ in people management with the last response.
1 - Owner has incident involving damage to car at some point during a service engagement with Rusnak (no admittance to fault, but we'll assign blame to the dealer without the aforementioned inspection)
2 - Service dept (as a whole) mis-manages reporting the damage to management and to owner
3 - Owner complains to internet forum and provokes bad AND good stories of Rusnak service
4 - After some length of time, Rusnak representative (Service Mgr) replies to forum and restates offer to split cost of repairs (type/quality of repair in question)
5 - After another length of time, Service Mgr returns to forum and states that dealer has taken wrong approach and wishes to make things right. Rusnak offers to cover full repair cost and to do whatever necessary to make damage like new
Now, at this point all you for/against cheerleaders should pipe down and let 3BE and Rusnak talk. Until they resolve the situation (good or bad), any further discussion (about this incident) is relatively pointless.
All of you who have had problems with Rusnak in the past, step up now and give them a chance to resolve them. If not, STFU.
All of you who are decrying the dealership without any particular experience with them, STFU.
Rusnak has decided to "cowboy up" and is putting their reputation on the line with this public invitation to investigate and resolve all outstanding issues. If they fail to do so (I mean they act in bad faith, not they can't get your non-warranty issues covered), burn them at the stake. If they do, they have done what every business has the right to do (and should) - investigate problems and resolve them by doing the "right thing".
Anyone who continues to berate and belittle them without giving them the chance, STFU. Get off your soapbox and turn off your personal "look at me!" spotlight. We don't care about your opinion until this resolves one way or another.
To Rick - I hope you're up to the task. Its sink or swim now, but you get an A+ in people management with the last response.
Last edited by gravedgr; Feb 7, 2008 at 09:49 PM.
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Joined: Dec 2007
Posts: 50
From: thousand oaks
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I am glad that Mr B will have his car fixed. Keep in mind that when something goes wrong and there is a question of who broke what or when the dealer breaks something and pleads ignorance.....they often resort to "we will split the cost" as if they are doing you a favor. I do not know what really happenend in this situation....but I trust very few in this industry...specially car dealerships. I have many stories to tell and to little time to tell them.
Then again, I took my Porsche to Rusnak in Westlake and I really liked my service guy and the mechanic. I also developed a relationship with my service guy at SilverStar Mercedes and over the last 18years 95%+, but the 5% negative...I really wanted to shoot someone!
abe
Then again, I took my Porsche to Rusnak in Westlake and I really liked my service guy and the mechanic. I also developed a relationship with my service guy at SilverStar Mercedes and over the last 18years 95%+, but the 5% negative...I really wanted to shoot someone!
abe
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From: N Calif
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I am very litiguous.
I am trained in it.
Don't let them off easily regardless of what their new found santa claus says.
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Joined: Dec 2007
Posts: 50
From: thousand oaks
Rep Power: 21
BTW, isn't the internet wonderful? Just ten years ago you could get shafted by a company...an nobody would know about it. Was it an isolated case or habitual? Now, watch out Goliath cause David is going to get you!
abe
abe
