Giving low ratings for PCNA surveys?
05-15-2019, 09:45 AM
#16
PCNA
Call PCNA and have them refund your flight. Also contact the dealership general manager but only after you have the car back. Leaving your car anywhere for 4 weeks is playing russian roulette, it starts looking like furniture. Find a decent indy, they cost 1/2 the price and will appreciate your business. I would imagine someone here can make a recommendation for your area. What dealership s this ?
PCNA
Interesting post. I am curious if I will ever get the email to respond after this.
I am currently on week 4 of the local dealership having my vehicle for some work from my repair shop and while they have it I requested they also do the 4y/40k service, which I was paying for. At week two they said my portion was done, they just needed to finish the paperwork. At the beginning of week three I called daily to try and pay and service adviser, who never returned a message or called for me to pay, finally answered on that Thursday morning. Said would call with final bill and take my CC that afternoon. No call. Friday morning I flew to the city the dealership is and walked into the dealership. Nothing had been done for my service or what my repair shop had asked for. Service manager apologized profusely as well as provided every excuse he could think of why it wasn’t done and why they don’t return phone calls. Said they would work on it over the weekend. I just happened to have to fly back yesterday for work and stopped by the dealership. Nothing done on my car, service manager on vacation this week, and SA out for the afternoon. I did talk to the tech that will be working on my vehicle and said it was scheduled to all be done today (Tuesday). I guess we will see.
Unfortunately, this is the only dealership in the state and I live 360 miles away. Looking for another option now.
-TJ
I am currently on week 4 of the local dealership having my vehicle for some work from my repair shop and while they have it I requested they also do the 4y/40k service, which I was paying for. At week two they said my portion was done, they just needed to finish the paperwork. At the beginning of week three I called daily to try and pay and service adviser, who never returned a message or called for me to pay, finally answered on that Thursday morning. Said would call with final bill and take my CC that afternoon. No call. Friday morning I flew to the city the dealership is and walked into the dealership. Nothing had been done for my service or what my repair shop had asked for. Service manager apologized profusely as well as provided every excuse he could think of why it wasn’t done and why they don’t return phone calls. Said they would work on it over the weekend. I just happened to have to fly back yesterday for work and stopped by the dealership. Nothing done on my car, service manager on vacation this week, and SA out for the afternoon. I did talk to the tech that will be working on my vehicle and said it was scheduled to all be done today (Tuesday). I guess we will see.
Unfortunately, this is the only dealership in the state and I live 360 miles away. Looking for another option now.
-TJ
05-15-2019, 10:11 AM
#17
Hi all,
I recently had a "sub-optimal" experience with my local dealer as part of a windshield replacement on my 991.2 GTS. The short version is: I had to do a lot of scheduling myself between the dealer and a 3rd party glass repair place (several phone calls back and forth), interior trim was not replaced correctly and even though they agreed to fix it the "earliest" they could do it was 3 weeks from my report. It's not catastrophic, but when the automated survey email came in from PCNA I gave an honest response and indicated I wasn't really happy. The dealer called me the next day (I got a voicemail) and left a long message explaining that they were sorry for the trouble and wanted to try to make it right. OK.. well handled, but now I'm worried that this local dealer will be less "friendly" from now on. I wasn't aware that the survey results are visible to them, and now I'm wondering if others have given "candid" feedback, and if so have you seen any negative side effects in subsequent engagements? Or do you tend to just give 10/10 even if you're not *actually* happy?
I recently had a "sub-optimal" experience with my local dealer as part of a windshield replacement on my 991.2 GTS. The short version is: I had to do a lot of scheduling myself between the dealer and a 3rd party glass repair place (several phone calls back and forth), interior trim was not replaced correctly and even though they agreed to fix it the "earliest" they could do it was 3 weeks from my report. It's not catastrophic, but when the automated survey email came in from PCNA I gave an honest response and indicated I wasn't really happy. The dealer called me the next day (I got a voicemail) and left a long message explaining that they were sorry for the trouble and wanted to try to make it right. OK.. well handled, but now I'm worried that this local dealer will be less "friendly" from now on. I wasn't aware that the survey results are visible to them, and now I'm wondering if others have given "candid" feedback, and if so have you seen any negative side effects in subsequent engagements? Or do you tend to just give 10/10 even if you're not *actually* happy?
This notion of dealer retaliation may exist and may even be almost justified in some cases: I remember the CEO of Continental personally reimbursing a first class passenger as he had him removed before a flight because he was causing so much trouble. However, if this exists at business for honest customers expecting reasonable service reflecting the price paid for such service, then that dealership needs to be boycotted. For most of us in the USA, there are many other alternatives: another dealer or another brand.
05-15-2019, 11:31 AM
#18
You can't underestimate the importance of these surveys to the dealers and anything under 10/10 is a failure. Satisfactory means unacceptable and poor. When I bought my car 17 months old with less than 2000 miles on it, I got it home (200 miles away) before noticing two very small dings on the rear wing, a minor scuff on the leather seat and a raggy edge on the front speed bump scraper, whatever it's called. I contacted them and they said all would be sorted by three different specialists they would call in. They would trailer the car back. I said I would drive the car back (retired, nothing else to do) if they paid petrol, etc. I got there, the three specialists were waiting, a very nice lunch was provided and they gave me a brand new GTS to bomb around in while I waited. I got home and received the survey, to which I responded by giving full marks and saying the car had been received in perfect condition rather than mentioning the issues resolved. I got a call from the service manager to say how delighted they were that I hadn't grassed them up on the issues even though resolved to my satisfaction. Could have cost someone their job! To show their gratitude the dealership paid for both myself and wife to go to Silverstone for the Porsche Driving Experience, only normally free from Porsche UK to buyers of new cars, otherwise about £600 each with lunch..
05-15-2019, 11:54 AM
#19
Pro
Great service does not include a conversation with the customer about how they should score the survey.
any company that says anytihng less than a 10 isn't serious about wanting actual customer feedback - all they are doing is putting a system in place that incents their people to act in an unprofessional manner to influence the vote, rather than to get unbiased feedback. The point of a survey is twofold: 1) to identify defects and fix them, and 2) As a performance management tool. These companies that require a 10 aren't achieving either objective.
So basically, this is whole exercise is a waste of time if they are asking you for a 10.
any company that says anytihng less than a 10 isn't serious about wanting actual customer feedback - all they are doing is putting a system in place that incents their people to act in an unprofessional manner to influence the vote, rather than to get unbiased feedback. The point of a survey is twofold: 1) to identify defects and fix them, and 2) As a performance management tool. These companies that require a 10 aren't achieving either objective.
So basically, this is whole exercise is a waste of time if they are asking you for a 10.
05-15-2019, 11:56 AM
#20
Those surveys are such BS, you can't answer them honestly or the dealer gets upset. When I got my wife's panny, I answered no to a question about whether they made a followup call and the sales manager got really mad at me so I made an additional comment that it had been taken care of. Until they stop punishing dealers for anything less than 100%, no one is going to be honest.
05-15-2019, 12:22 PM
#21
Some of the posts mentioned the survey is binary. 10 or nothing. I am sure some of the folks here in service can chime in and confirm that. My understanding is the same. The car manufactures set out draconian targets with the dealers and a negative survey impacts comp for the SA, their manger, team pool, and even the GM. so even an 8 out of 10 will impact them. It needs to be a 10. Most customers don't understand this.
Having said that - dealers do understand this and should be bending over backwards for the customers so there is never ever a question of poor service. And if the SA has shown less than stellar service especially if it was in their control, they and their mgmt. deserve to get dinged. They signed up for that. Now if a 3rd party via the dealer lets down the customer (tint, wrap, wheel work, etc) then I would expect the dealer to discount or comp us and we still give them 10's. Unless that was also poorly handled by the SA.
This is not your normal survey.
Having said that - dealers do understand this and should be bending over backwards for the customers so there is never ever a question of poor service. And if the SA has shown less than stellar service especially if it was in their control, they and their mgmt. deserve to get dinged. They signed up for that. Now if a 3rd party via the dealer lets down the customer (tint, wrap, wheel work, etc) then I would expect the dealer to discount or comp us and we still give them 10's. Unless that was also poorly handled by the SA.
This is not your normal survey.
05-15-2019, 01:13 PM
#22
Pro
Classic case of not starting with the customer and working backwards. As the customer we should not modify our behaviour because a company has instituted a poor policy. The service provider should modify their behaviour to meet the needs of the customer - not vice-versa.
05-15-2019, 03:00 PM
#23
Three Wheelin'
OK.. but I was reading this thread: https://rennlist.com/forums/991/1100...ome-story.html where the OP writes:
"Here’s a little secret, the Porsche Service Advisor at the dealership holds all the keys. Don’t think they don’t. They make the call on who’s paying for it. Why? Because only the Porsche Service Advisor can request “goodwill” to PTECH and PCNA."
Another writes:
"I've ALWAYS been an advocate for relationships with sales and service people. Has served me well over the years with out of warranty works etc"
"Here’s a little secret, the Porsche Service Advisor at the dealership holds all the keys. Don’t think they don’t. They make the call on who’s paying for it. Why? Because only the Porsche Service Advisor can request “goodwill” to PTECH and PCNA."
Another writes:
"I've ALWAYS been an advocate for relationships with sales and service people. Has served me well over the years with out of warranty works etc"
05-15-2019, 03:07 PM
#24
Burning Brakes
Call PCNA and have them refund your flight. Also contact the dealership general manager but only after you have the car back. Leaving your car anywhere for 4 weeks is playing russian roulette, it starts looking like furniture. Find a decent indy, they cost 1/2 the price and will appreciate your business. I would imagine someone here can make a recommendation for your area. What dealership s this ?
PCNA
PCNA
I have a line on a guy who can service it here from another Turbo owner in town after this. I just need to contact him.
-TJ
05-15-2019, 06:41 PM
#26
Rennlist Member
The best dealerships should consider some safeguards like those employed by PAG for the few cars that get road-tested these days, and maybe some ways to protect paint—but mainly it's a matter of educating those who move and work on the cars. I've been dumbfounded by how careless some techs have been, including polishing off spots with what had to be a dirty/gritty rag. I know a lot of Porsche owners who won't let the dealer wash the cars, and that's a sad commentary on Porsche dealers. It isn't all that hard or time consuming to wash/dry a car without adding scratches, and Porsche dealers should define best practices.
05-15-2019, 07:45 PM
#27
Rennlist Member
Also, the same kids who wash your car at the Porsche dealer are usually on the crew that preps new cars for delivery. Exterior car care is just not a task any dealer takes as seriously as even the average owner.
05-15-2019, 10:46 PM
#28
heh, that survey was the only thing that lit a fire under the *** of my dealer i bought from who sold me a cpo vehicle w/a big chip in the windshield w/o disclosing. so yeah, be honest, show your frustration, just don't be rude.
05-15-2019, 11:57 PM
#29
Rennlist Member
I no longer visit the dealership where I bought my car. They gave me a huge run around over a back ordered tire last year that wasted a ton of my time and kept me from enjoying my car (while tires were totally available everywhere else and they just had repeated not ordered the tire).
After finally getting the tire replaced, and having to wait hours for them to do it (when I had an appointment, and was early), they of course send me the email "you're going to get an email from PCNA ... if for any reason you can't give us perfect 10's ..."
What happened to the 10 times you didn't return my calls? Didn't order my tires? Kept me waiting and otherwise wasted my time? I did not reply to that service manager, I just LIT THEM UP with a complete account of the nearly month long waste of my time to get a freakin tire. Thanks for asking PCNA.
Never heard from that dealer, that service manager, the sales person from whom I bought the car, or his sales manager. Class acts all of them.
Have since switched to Porsche of Westwood and man, what a night and day experience over this last year. Everyone there has been awesome. As have my surveys for them.
After finally getting the tire replaced, and having to wait hours for them to do it (when I had an appointment, and was early), they of course send me the email "you're going to get an email from PCNA ... if for any reason you can't give us perfect 10's ..."
What happened to the 10 times you didn't return my calls? Didn't order my tires? Kept me waiting and otherwise wasted my time? I did not reply to that service manager, I just LIT THEM UP with a complete account of the nearly month long waste of my time to get a freakin tire. Thanks for asking PCNA.
Never heard from that dealer, that service manager, the sales person from whom I bought the car, or his sales manager. Class acts all of them.
Have since switched to Porsche of Westwood and man, what a night and day experience over this last year. Everyone there has been awesome. As have my surveys for them.
05-16-2019, 12:49 AM
#30
Burning Brakes
Exactly right. The unrealistic demand for nothing but 10s indicates that PCNA is staffed by morons.