eisenb11

Having all kinds of fun at my dealership as of late.

Last Tues, on my way to work, I drove over a sharp metal nail-sized object that punctured my right rear tire about a block from the office. The low pressure warning went off as I parked in the garage at work (8 stories up). I could clearly hear the air coming out of the tire so I knew I was hosed.

Called Porsche roadside assistance and they were totally awesome! They had to send two companies over to get me out. The first guy arrived within 20 minutes, drove up to my car and pumped up my tire so I would have enough air to drive down and out of the garage. The second company was waiting downstairs for me with a flat bed truck (it was too big to get in the garage). Really impressed with the fast turn around time and how awesome Porsche was at getting everything arranged. Thanks Roadside Assistance!

Dropped my car off at the dealership and let them do their thing. Came later that day to pick up my car and that's where the fun starts. The left side of my steering wheel is all scraped up! Badly! Tell the dealer and they acknowledge that they caused the damage. I was impressed with the inquisition that they held to figure out how it happened - they spoke to everyone who touched or could have touched the car looking for contraband clothing (rings, belts). The mystery was solved - car wash guy had a bunch of keys on his belt loop and would scrape the wheel getting in and out of the car.

Now this is where my gripe is. They said they'd try to repair the steering wheel and we'd talk about replacing it if I'm not happy with the result. Well, I'm not happy with the result. The scratches were really deep and their leather guy had to sand the steering wheel down to repair it. Considering the condition, he did an amazing job and I'm impressed... but... it's not perfect. I asked them to replace it and they want me to bring it in again to give the repair guy another chance.

We'll see where this goes. I'm bringing it back in, but, honestly, I don't even want the repair guy to do another attempt. No matter what they do, the wheel's been sanded and there's no going back from there.

Wasting too much time that I should be spending at work. What are you thoughts: a) go through all the steps which involves letting the repair guy have another go at it or b) tell them to stop wasting my time and replace the thing already?

abe

Hi,,,
Sounds like standing operating procedure.....wear you down and see if you roll over so that they can avoid more expenses. I say, play their game and get your new wheel. You do not want to give them a reason to back down from the offer. People on the 7th floor...in reference to the FBI....need to know they did everything possible before giving you the wheel.
Abe

Porsche_nuts

Tell 'em to stop dicking around and get a new wheel.

Gary JR

Assuming you have pics of each stage?

991carreradriver

Everyone has to gauge how they respond in these situations. From my perspective, they would not have been allowed to attempt a repair. When my car goes to the dealer (which is only for warranty and recall items), the outside is video'd by them and also by me. I also video the interior, they don't . I pay special attention to the front lip, and and never - ever - ever let them wash my car.

LexVan

New steering wheel.

Another reason to never let the dealership wash your car.

I always thought the janitor in grade school was so cool with the ginormous key ring.

Gordon Shumway

A little OT but this reminds me of the cardinal rule of bringing a Vette to the dealer for anything. Have them document the condition under the rocker panels, and have them the first thing you check for cracks when picking up the vehicle.

jsimon777

I had a similar issue with an unnamed dealer a few years back. I had JUST had my go through a full paint correction with Moe at Glistening Perfection who is amazing as you all know. My car needed to be serviced and I did everything under the sun to make sure it didn't get washed. I told the service advisor, I put 2 signs in the car, on the steering wheel and on the radio that said "DO NOT WASH." Well they washed it and made of mess of my perfect paint (Black Car). They wanted to have their "detail guy" fix it who didn't know anything about anything compared to what Moe had done.

Needless to say they finally agreed to pay Moe to redo my car again but this was after months of phone calls and finally a letter from a lawyer.

When I sold my car and went to get my new GTS...there was NO way I would even consider getting it from them. Pennywise and pound foolish.

Just stay on them. Seems like a lot of good will could have been made if they just did it right the first time.

eisenb11

Dropped my car off this morning. Looks like I have to work my way through the steps. They're going to have another leather guy give it a go and we'll go on from there. I think it's a waste of time because it's not going to unsand what's been sanded, but whatever. I agree with jsimson, that it would have been a lot of goodwill if they took the preferred path the first, or even second, time - third makes it a bit of an annoyance.

I usually don't let the dealer wash my car, but this dealer generally does a pretty decent job which is why I had been allowing it - although the thought didn't occur to me that a wash was in order this time because I was just changing a tire. Have to say that they did a really really good job washing my car when I picked it up after the first "repair". Almost to the level that I'm used to (they had a few small water spots in odd places - probably not using deionized water -- and did an ok job on the wheels)

Leather guy did a no-show today so to-be-continued tomorrow.

bkrantz

I admire your patience. I say: be polite, be direct, and be insistent about what you want--and you may have to set a date for resolution.

stealthboy

You're obviously not happy with the result. Have them replace it.

drcollie

I'm in the leather business, and sanding leather is no big deal, honestly. Every piece of the leather in the car was 100% sanded at the tannery before Porsche ever got the loose hides to make your interior (and steering wheel). You have corrected, or finished leather on the steering wheel. So a good leather tech can make it look like new same way a good dent guy can work out a door ding. Let them take another crack at it, why not? I do it all the time in my business. If the tech is a hack, then you get a hack job....but if someone who knows what they are doing works on it you can't even tell it was re-coated.

Code

Agreed.

stout

My only concern would be to minimize the time the car is out of your care. "Shop wear" is a very real thing, even in the best shops (and few new car dealers' service departments rate as "best shops," as they are moving metal as quickly as they can—and rightly, because that's what most of their customers prefer).

The carelessness of their detailer is just one more reason why I've stopped allowing dealers to wash my cars…

stealthboy

I never allow the dealer to wash my car. I remind the service rep many times to write it on my work order, and also put a hang tag on the mirror.

I'm trying to avoid the Dealer-Installed Swirl Option at all costs. It also just avoids another few folk in and out of the car, driving it around, and we see here possibly marring the vehicle.