Terrible Porsche Customer Service and Dealer Service
 

I bought a very low mileage (4000 mi.) 2017 991.2 Carrera S a year ago. It was purchased with a 2yr. CPO warranty. I have one year of the warranty left. It has a problem with the wired Apple Play that makes the feature impossible to use (I'm not using this post to describe the problem as it was discussed on an earlier thread last year.) A bigger problem is the Porsche dealership service department and Porsche Customer Service. I've had a case number through Porsche Customer Service for a year. Nothing has been fixed. The dealership did one attempt at replacing the rear antenna which didn't solve the problem (it took five weeks at the dealership to replace this simple disconnect and reconnect plug in part.) Also they managed to mis match the paint on the antenna part and did not replace the inside cover plate to this part. The Porsche service department no longer returns my calls and the service manager is not in at the times I visit. I've called Porsche Customer Service multiple times with my case number and a tier one representative tells me a technical specialist will call me back. The call back never happens. This is by far the worst lack of warranty support that I've ever experienced through the different brands of cars I've owned. Any suggestions to the next step?

Sorry to hear your experience is suboptimal. Is there another dealer you can go to?

There is a national shortage of techs and SAs. Of course it varies between dealerships. Your dealer might be dealing with this. Of course its no excuse. I can understand long wait times but not shabby service

Yes a Porsche dealer about a 100 miles away. Some years ago I purchased a used 2015 Macan Turbo from them with a 'clean' Car Fax only to discover that it had been rear ended 'Moderate damage Car Fax category' before I purchased it (car fax documented,) This information was revealed to me when trading it in on a used Mercedes AMG C63S coupe they were selling, depreciating the trade in value of my Macan.

Yeah it varies from dealer to dealer. With a past Porsche, I had poor service at two Bay Area dealers. But another (Redwood City) was pretty decent.

Where is this sucky dealer?

I asked them if this was the issue and I couldn't get a reply to my question. Also, a supply shortage of parts, no reply? Wouldn't commit to a repaint, not saying there was a mismatch, instead "sometimes metallic repaints don't exactly match." Yes I know all this about metallic repaints, but it was painted a different silver color, not the factory color, screwing up what was a perfect Porsche I had just purchased. I believe it was painted any silver they already had in their paint gun. This was done in their multi-brand dealership body shop that repairs Toyotas, Chevrolets, Subarus etc.

Sorry for your bad experience. Porsche just doesn’t police its dealers properly. When you buy another car vote with your dollars and get something else. That’s my plan despite loving the car. Just can’t stand the awful corporate treatment. Nissan, Mercedes, Acura, BMW, Lexus, and Honda have all been better in my experience (and I’ve dealt w multiple dealers for each of those brands).

NF.

I won't name them at this time as I need to still work with them and don't want to burn all my bridges. Some years back I purchased a used Macan Turbo (not from them) that came with a Porsche service warranty. During that time they did all the servicing and the work was excellent. All the service personnel that I met there during this time were real Porsche pros. None of them are at this dealership now. There's been two service managers since this issue began. Double frustration with no reply from Porsche Customer Service. So what happens if the problem isn't fixed in the remaining CPO warranty period?

Porsche has historically been poor when dealing with "tech" issues. Need an engine fixed, no problem. Need the Apple link fixed, fuhgeddaboudit. :soapbox:

Yes, no one seems to have any answers for Apple Car Play. I knew more about the several antenna systems in the car than the dealership through my research.

@straka - have you talked to the GM of the dealership? At least at “my” dealership he is always available to just say hello and to assist with any issues there may be. I would just have all my documentation handy and walk in to see him. Especially as it sounds that you have not had a good opportunity to have a solid meeting with the Service Manager.

My one an only Porsche dealer exp was garbage too, wayyyyyyyyy worse that my local BMW dealer, which is awesome.

Welcome to the club. No suggestions here, just bend over and take it w/o grease. Ignore the apologists because they'll just be a further annoyance. Coupled with absolute a$$holes in the sales department, I hate Porsche because of both ends of the dealership experience.

My most recent and not the only horrible experience;

94 day wait for service.
Car spent 36 nights at dealership for an alignment and minor check ups under warranty (no warranty work performed).
No contact whatsoever other than "your car is ready".
Would not reset oil light after I did my own oil change in that 94 day wait due to company police. Understandable but zero courtesy. Zero customer service skills.
$850 for alignment.
991.2 Turbo S

Just an absolute **** you attitude from everybody. Sales, service, and all managers. The nicest people are the car porter guys/gals. Humble. You try to bring up one talking point with service/sales and the immediately shut you down. If you're nice, they manipulate that. If you show teeth, they show teeth back.

The best thing to do is ignore their "anything less than a 10 on the survey is a 0" and answer it honestly which is what I did. I even gave them the courtesy of not marking down "1's" and "0's". Gave them honest 4's-7's. Their customer experience liaison reached out once, got my voicemail and never made an attempt back after I did. I called 1-800-Porsche and asked what they're doing about this very nicely. She gave me the whole parts/employee shortage mumbo jumbo. Yeah yeah, thank you have a good day.

Factory warranty and CPO for what? Show.. Didn't even get an alignment spec sheet and was rushed out ASAP upon picking up my car. Just LOL. Amateurs and schmucks. This is common among the vast majority of Porsche dealers.

I hope Porsche reads the threads posted on Rennlist.