Just curious what experiences fellow RL’ers have had servicing their cars at their local dealership.

I recently had what could have been a negative experience that was quickly turned positive at my local dealership (Hoffman Porsche in CT) back when I had them swap on my winter tires a month or so ago, and was just thinking about it again now as I was making my appointment to get my summer tires swapped back on.

I purchased my CPO Targa from a dealer outside of Boston in late January, and quickly made an appointment at Hoffman to get the P Zero’s swapped for some new Michelin Pilot Alpin PA4’s for the winter, using my same wheels (perhaps my first mistake for not getting a complete winter set).

The visit started off fine, with the SA (Lou Haddad) mentioning there is a voluntary recall notice on my PDK 991 to perform the WF86 reprogram of the DME, which would only add about 15 minutes onto my visit. I say sure.

About an hour in, the SA comes to me and says he was just notified by the Tech that while swapping the tires, he put a very small nick in one of my Sport Techno’s, but that they were going to order me a new one and replace that wheel when they swapped my summer tires back on, AND they were going to only charge me for ½ the labor to do the tire flip to the Michelin's.

I must say, that could have been handled in a very different way with very different results, but I must say kudos for the dealership to have that kind of culture that the Tech felt comfortable coming forward and admitting to his mistake of nicking the wheel, and for the SA to notify me right away with the solution of how the dealership was going to make it right. I doubt that would happen at every dealership, so well done Hoffman Porsche!!

The Tech could have very well taken a chance that I would not notice the nick right away, and when I did, perhaps I would just assume it was a result of some road rash, as the nick was fairly small, but no, he stepped up and did the right thing. Not the easy thing….the right thing!!

Now, I will say, I also get my wife’s Lexus RX 350 serviced at Hoffman’s Lexus dealership next door, and I used to have an Audi TT Roadster (before dumping it for the 911) that I got serviced at Hoffman’s Audi dealership also next door, and it’s very likely the SA had access to that info, but certainly the Tech likely did not, so I would like to think it’s the culture of doing what’s right that made the dealership’s employees to do the right thing that day.

Anyhow, they earned my trust with that one small gesture,and I awarded them with ordering the parts for and installing my new PSE next week, so I too can enjoy the snap, crackle and pop, that others enjoy.

Just curious if this is unusually good service at a P dealership, or if this is the level enjoyed at most Porsche dealerships.

 

Niello Porsche in Sacramento has always taken care of me really well on the service side of the house, the other two dealerships I've been to didn't totally live up to my expectations, although they weren't nearly as bad as some BMW dealerships I've been to.

 

Trust but verify

 

Also like everything else in life, being the type of person they want to help probably goes a long way. I've seen many ornery and demanding customers being all upset at SAs before because something broke on their car under warranty. The SA didn't make it break, being upset isn't going to help anything.

 

Its nice to hear a dealership give such great service. I always wanted to get a license plate frame from Hoffman Porsche for my 356. Maybe this will motivate me...and wear it proudly not just as a historical joke.

I have had nothing but positive experiences with Porsche of Danbury and Wallingford. CT has a good Porsche community in general.

 

About an hour in, the SA comes to me and says he was just notified by the Tech that while swapping the tires, he put a very small nick in one of my Sport Techno’s, but that they were going to order me a new one and replace that wheel when they swapped my summer tires back on, AND they were going to only charge me for ½ the labor to do the tire flip to the Michelin's.

Around ten years ago I had similar damage when I had the tires swapped on an Audi. Of course the dealer denied responsibility. From that point forward I had the SA carefully inspect my car prior to the service being performed.

It's refreshing to see that there are some honest people at dealerships, but unfortunately I believe that your positive experience isn't the norm.

 

I don't! If they screw up a simple oil change how can I trust any other service on my car?
I went in for an early oil change at 1300 miles requesting not to reset the computer, fill up with Mobil 1 5W50 and make sure they torque to specs. After 30minutes the SA tells me that there is No Charge because the technician reset the computer. After the car is delivered I open the engine compartment to check and inspect and I found the fan cover loose on one side, I called the SA and he takes the car back to get it corrected. When I get home I parked the car and went on a Cruise for 4 days. I pulled the car out of my garage and I found a pool of oil on the ground because the so called technician never torqued the drain plug to specs. Needless to say that I told the truth on the survey and from now on I am doing my own oil changes.

 

Would servicing (oil change etc) at an indy avoid these issues or bring about a different set of issues?

 

Porsche Bellevue - extremely competent, ethical, and competitive. We've had a 981 BS, 991 C2s cab, and 991 C4s cab - none of which we purchased from them. Since day one we've been treated well, we have a good relationship with "the guys", and I've had a number of requests handled under warranty that might not always exactly fit the exact definition of warranty work. (Judgement call, went my way). I'm totally satisfied.

 

Couldn't be happier with Porsche of Livermore. I bought my beauty from a private seller but I'm treated like family there. Well taken care of at every visit. They installed my replacement headers, exhaust tips and IPD plenum. Great job all around. Engine ramps up so much smoother now.

 

Two different people with the same SA at the same dealership can have two totally different experiences. It all depends on your attitude and frame of reference.

That said, I've had good experience with my dealership, Leith Porsche in Cary, NC. For everyone that reads this and agrees with me, there's probably some P.O.'d guy who's going to comment about how they broke his car and screwed him on the prices.

I don't know how those service advisors can take the abuse day in and day out. Some Porsche owners can be somewhat, er, particular.

That said... some of them deserve the abuse. My experience next door at the Audi dealer was the exact opposite, with a very frustrating experience with a moron service advisor. Which is largely why I no longer own an Audi, but bought another Porsche.

 

I trust zero shops, dealers are the worst of them.

I have to do it all myself because literally every shop ****s up all the time.

I wouldn't let my local dealer install valve stem caps.

 

BlueGrass Porsche has 2 of the most competent & trustworthy SAs in the business! I don't do all my service there as I have a great Porsche trained Indy mechanic who owns his business (Stuttgart Specialist) here in Louisville. I store my winter/summer wheels & tires w him and have them install for the appropriate season. But I do like my dealership service department a lot. I know they are very careful with my car & give me a nice loaner if the work will take more than an hour. You get what you pay for holds true here.

 

I remember when ordering our Cayenne and i asked specifically how is the ride controlled thru the different PASM modes. The salesman told me it was electronically controlled.....i replied yes but what actually occurs and got the same answer.......I explained that some type of mechanical/hydraulic change has to occur......he referred me to their service department where again I received the same electronically controlled answer...... I still ordered the vehicle as they are the only game in town but was amazed that they could not explain it to me........I know what occurs I just wanted to see if they could give me more insight into it........ They are very friendly and great to deal with .....it just gives me insight into their depth of understanding .

 

All this holds true is that you don't mind paying for a porsche loaner car.

Quality of service is hardly the result of a high labor rate.