Another Porsche Dealer Drops the Ball...
12-07-2009, 06:41 PM
#1
Nordschleife Master
Thread Starter
Another Porsche Dealer Drops the Ball...
Well, i bought my 997.2 about 4 months ago from a dealer up in ohio (bought in ohio for several reasons, better price, better service, better overall attitude) had a 997.1 before that and was a good car so decided to upgrade...
since i bought it i've been having little problems here and there, nothing insane but bothersome to say the least... in the past i took my 997.1 to "bert smith" porsche in St. Petersburg but i was never really happy with the service and the loaner system really stunk (crappy VW's)... I am single and i daily drive the 911, so i need a loaner when i take the car in for service.
so on my latest problem (leaking coolant) i was up in NC and while driving making calls to the other local to me dealers....
called Reeve's porsche in Tampa and told them my 2 qualms about Bert Smith (Lack of porsche loaner, and very slow getting things done), Reeve's reply was "well we dont even really give loaners, we use the rental car company down the road... so.. cant help you there"
called Suncoast porsche in Sarasota and told them my 2 qualms about Bert Smith, IMMEDIATELY the service manager replied that eventho their policy is porsche loaners for people that bought cars there, that he would go over and above to put me in a cayenne (i told him i had currently been eyeing cayenne's and wanted to buy one when they adopt PDK (which is true)) he also said they they are superb in their service and it would be worth my drive (2 hours)... i recapped my problems... recapped the porsche loaner bit.. recapped the cayenne bit, everything was agreed' upon and he said to come in the following week as he should be getting a cayenne back then..
this morning i woke up around 10, and before even getting out of bed i called the service manager and asked if everything was good to go and the cayenne came back in, basically saying that its a 2 hour drive so i wanted to make sure before getting on the road... he quickly again replied everything was good to go and he'd see me in 2 hours.
arrived at suncoast porsche around 2 hours later, the service manager was away from his desk so i talked to a service rep (great guy, very nice.. ) we went back over all the problems, writing them down.. etc etc etc... great and patient guy.. then he handed me a key to a VW... i said, "well i talked to the service manager and he said he was going to put me in a cayenne" his reply was "the service manager told me you were to get a VW"...
so we got the service manager and his reply was "welp, sorry... ur getting a VW" i then replied... we talked about this all last week, and you were immediately trying to get my business both in service and in future car sales and said repeatedly that you were going to take the time to shine and put me in a cayenne so i could get to know the car to decide to buy in future over the other competing vehicles and also so i can enjoy driving the car which is why i bought my 911 to begin with... his reply was, thats what ur getting and he was very short and very different than on the phone...
i expressed my dissatisfaction, not because i am spoiled and NEED a cayenne, but the main point was that on the phone he was so quick to make me happy and get me to drive the extra 90 minutes, but in person it was basically a bait and switch and the same exact result i could have gotten 30 minutes from my house... he did not care, and then left... i mentioned that to be honest i would rather not even have the service done there and would just like to be on my way, and if something broke as a result then i guess ill call 1-800-PORSCHE then and get the roadside that came with the car, because id rather ride in a tow truck then sit there and be bait and switched and lied to as if i was at a used car lot...
the service rep (not the service manager) then went over and above to move around some cars to get the needed service items done ASAP... and we got most of the items done within 2 hours time... which was nice, but still the fact remained the service manager really went over and above only to sell himself VERY short after a 2 hour each way drive.
just thought i would express my feelings on here.. like i said, if they had told me in advance a VW loaner i would have said ok and then called the next closest dealer in ocala or orlando and seen their policy, but the service manager was very quick to grab me and tell me he would go the extra mile to get me a porsche loaner to earn my business and i even called this morning prior to leaving to make sure all was ready and well. (im used to stuff not working out so called before even leaving my bed)... and as soon as push came to shove the porsche loaner was a no go and wasnt even available to anyone...i even offered to pay to use a cayenne and the answer was no, which really left a sour taste in my mouth... and beg's me to take another look at the cayenne...... i also find it very odd that the dealers here in florida who are still selling cars and not desperate deny porsche loaners whilst the dealers up north that are hurting more and pushing cars at deep discounts to make everything stay in play are more than happy to give porsche loaners to keep people happy and coming back (dealer where i bought my car is where a friend of mine lives and they always give him a porsche loaner, even considering he bought his previous porsches elsewhere and just recently purchased a porsche from them)
i guess thats the end of my rant, im happy that 60% of my service work was completed, but i am very unhappy in the bait and switch and loss of 4 hours today driving on the highway to get the same result i could have and would have gotten locally.
since i bought it i've been having little problems here and there, nothing insane but bothersome to say the least... in the past i took my 997.1 to "bert smith" porsche in St. Petersburg but i was never really happy with the service and the loaner system really stunk (crappy VW's)... I am single and i daily drive the 911, so i need a loaner when i take the car in for service.
so on my latest problem (leaking coolant) i was up in NC and while driving making calls to the other local to me dealers....
called Reeve's porsche in Tampa and told them my 2 qualms about Bert Smith (Lack of porsche loaner, and very slow getting things done), Reeve's reply was "well we dont even really give loaners, we use the rental car company down the road... so.. cant help you there"
called Suncoast porsche in Sarasota and told them my 2 qualms about Bert Smith, IMMEDIATELY the service manager replied that eventho their policy is porsche loaners for people that bought cars there, that he would go over and above to put me in a cayenne (i told him i had currently been eyeing cayenne's and wanted to buy one when they adopt PDK (which is true)) he also said they they are superb in their service and it would be worth my drive (2 hours)... i recapped my problems... recapped the porsche loaner bit.. recapped the cayenne bit, everything was agreed' upon and he said to come in the following week as he should be getting a cayenne back then..
this morning i woke up around 10, and before even getting out of bed i called the service manager and asked if everything was good to go and the cayenne came back in, basically saying that its a 2 hour drive so i wanted to make sure before getting on the road... he quickly again replied everything was good to go and he'd see me in 2 hours.
arrived at suncoast porsche around 2 hours later, the service manager was away from his desk so i talked to a service rep (great guy, very nice.. ) we went back over all the problems, writing them down.. etc etc etc... great and patient guy.. then he handed me a key to a VW... i said, "well i talked to the service manager and he said he was going to put me in a cayenne" his reply was "the service manager told me you were to get a VW"...
so we got the service manager and his reply was "welp, sorry... ur getting a VW" i then replied... we talked about this all last week, and you were immediately trying to get my business both in service and in future car sales and said repeatedly that you were going to take the time to shine and put me in a cayenne so i could get to know the car to decide to buy in future over the other competing vehicles and also so i can enjoy driving the car which is why i bought my 911 to begin with... his reply was, thats what ur getting and he was very short and very different than on the phone...
i expressed my dissatisfaction, not because i am spoiled and NEED a cayenne, but the main point was that on the phone he was so quick to make me happy and get me to drive the extra 90 minutes, but in person it was basically a bait and switch and the same exact result i could have gotten 30 minutes from my house... he did not care, and then left... i mentioned that to be honest i would rather not even have the service done there and would just like to be on my way, and if something broke as a result then i guess ill call 1-800-PORSCHE then and get the roadside that came with the car, because id rather ride in a tow truck then sit there and be bait and switched and lied to as if i was at a used car lot...
the service rep (not the service manager) then went over and above to move around some cars to get the needed service items done ASAP... and we got most of the items done within 2 hours time... which was nice, but still the fact remained the service manager really went over and above only to sell himself VERY short after a 2 hour each way drive.
just thought i would express my feelings on here.. like i said, if they had told me in advance a VW loaner i would have said ok and then called the next closest dealer in ocala or orlando and seen their policy, but the service manager was very quick to grab me and tell me he would go the extra mile to get me a porsche loaner to earn my business and i even called this morning prior to leaving to make sure all was ready and well. (im used to stuff not working out so called before even leaving my bed)... and as soon as push came to shove the porsche loaner was a no go and wasnt even available to anyone...i even offered to pay to use a cayenne and the answer was no, which really left a sour taste in my mouth... and beg's me to take another look at the cayenne...... i also find it very odd that the dealers here in florida who are still selling cars and not desperate deny porsche loaners whilst the dealers up north that are hurting more and pushing cars at deep discounts to make everything stay in play are more than happy to give porsche loaners to keep people happy and coming back (dealer where i bought my car is where a friend of mine lives and they always give him a porsche loaner, even considering he bought his previous porsches elsewhere and just recently purchased a porsche from them)
i guess thats the end of my rant, im happy that 60% of my service work was completed, but i am very unhappy in the bait and switch and loss of 4 hours today driving on the highway to get the same result i could have and would have gotten locally.
12-07-2009, 06:54 PM
#2
Burning Brakes
I have always received Porsche loaners at my P dealer in the Midwest.
They even gave me a Cayenne when I was on my way to the
airport for a couple of days and the loander was just going to sit in the garage
until I returned.
Each dealer certainly has their own philosophy regarding handling
clients.
They even gave me a Cayenne when I was on my way to the
airport for a couple of days and the loander was just going to sit in the garage
until I returned.
Each dealer certainly has their own philosophy regarding handling
clients.
12-07-2009, 07:02 PM
#3
Racer
Join Date: Dec 2006
Location: So Cal
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It's not right!!! That's why I don't expect anything from my dealer. If I get a loaner, I consider it God Sent. 
The only time I get a loaner is Warranty works. The dealer I deal in ,Pasadena CA, Wouldn't give me a ride home!! Feel so cheap... I gripe and bit*h about it but It's the closes one around. They are arrogant and snobbish. Wish Im handy like Edgy and others so I can do my own maintenance.
The only time I get a loaner is Warranty works. The dealer I deal in ,Pasadena CA, Wouldn't give me a ride home!! Feel so cheap... I gripe and bit*h about it but It's the closes one around. They are arrogant and snobbish. Wish Im handy like Edgy and others so I can do my own maintenance.
12-07-2009, 07:04 PM
#4
Nordschleife Master
I have no sympathy for those complaints. A reasonable rental is perfectly fine. To expect a Porsche loaner does not make sense, especially in this economy.
As I see it you had a better deal. They fixed your car (or at least a good bit of it) while you waited, especially given the (insane) 4-hour round trip involved.
As I see it you had a better deal. They fixed your car (or at least a good bit of it) while you waited, especially given the (insane) 4-hour round trip involved.
12-07-2009, 07:10 PM
#5
Three Wheelin'
I have no sympathy for those complaints. A reasonable rental is perfectly fine. To expect a Porsche loaner does not make sense, especially in this economy.
As I see it you had a better deal. They fixed your car (or at least a good bit of it) while you waited, especially given the (insane) 4-hour round trip involved.
As I see it you had a better deal. They fixed your car (or at least a good bit of it) while you waited, especially given the (insane) 4-hour round trip involved.
They saved your 4hrs of driving for the two hour wait-which you chose to do as you're too good to drive the VW. Not quite sure what point you made to the dealer. They're having dinner on your dime right now and your still pissed.
12-07-2009, 07:13 PM
#6
Still plays with cars.
Lifetime Rennlist
Member
Riley, I would not drive 4 hours out of my way to get a Cayenne loaner instead of a VW. I also suspect someone EXPLAINED to the Service Manager that they were not loaning a car to a guy who was making a 4 hour round trip.
12-07-2009, 07:17 PM
#7
Nordschleife Master
Thread Starter
I have no sympathy for those complaints. A reasonable rental is perfectly fine. To expect a Porsche loaner does not make sense, especially in this economy.
As I see it you had a better deal. They fixed your car (or at least a good bit of it) while you waited, especially given the (insane) 4-hour round trip involved.
As I see it you had a better deal. They fixed your car (or at least a good bit of it) while you waited, especially given the (insane) 4-hour round trip involved.
so you would find it ethical and right to go around telling people what they want to hear, and make them drive 4 hours versus 1 hour to just change your story last second and leave your word by the wayside? ... maybe your too quick to make a statement before reading the facts, or just have no ethic's..
i said the main problem was the fact i was lied to, the fact i didnt get a cayenne loaner was just the lie that was told to get me to drive to them versus the closer dealer..
the one dealership is 30-45 minutes each way, the other 2 hours each way, so additional 2.5 hours driving, and to have a cayenne for a week versus a VW it was well worth the drive if they would have gone along with their word... i dont know about you, but i bought a porsche for several reasons and one of them is to enjoy driving more... when i am driving a POS it just makes my day that much worse and traffic feels that much more annoying, when i drive my porsche... traffic is no biggie because i enjoy every second in the car... for the car to be with them a week for the HPFP issues, this makes a big difference to me... but as i said a few times over, i can understand a dealer not providing a porsche loaner.... perfectly excusable given the economy, hell they dont even have bottled water anymore at my dealer... but to promise someone something, reiterate your promise the morning of and to have it be a complete lie after having someone drive an additional 2.5 hours versus their closer dealer is not kosher with me, and is why i posted what i posted.
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12-07-2009, 07:32 PM
#8
Burning Brakes
Oh brother....my cat just pissed on the carpet so I am going to kill him when I get home. What a sad thread considering there are so many other things in life to worry about.
abe
abe
12-07-2009, 07:32 PM
#9
Rennlist Member
Please don't get huffed up about this but I think you're being a bit high maintenance.
You can't let things like this get under your skin,...which it clearly has. Life is wayyyyyy too short to bum out about crap like this. Just a suggestion. Your health will thank you for it.
You can't let things like this get under your skin,...which it clearly has. Life is wayyyyyy too short to bum out about crap like this. Just a suggestion. Your health will thank you for it.
12-07-2009, 07:39 PM
#10
Nordschleife Master
Thread Starter
Please don't get huffed up about this but I think you're being a bit high maintenance.
You can't let things like this get under your skin,...which it clearly has. Life is wayyyyyy too short to bum out about crap like this. Just a suggestion. Your health will thank you for it.
You can't let things like this get under your skin,...which it clearly has. Life is wayyyyyy too short to bum out about crap like this. Just a suggestion. Your health will thank you for it.
i can understand a dealer not providing a porsche loaner.... perfectly excusable given the economy, hell they dont even have bottled water anymore at my dealer... but to promise someone something, reiterate your promise the morning of and to have it be a complete lie after having someone drive an additional 2.5 hours versus their closer dealer is not kosher with me, and is why i posted what i posted.
12-07-2009, 07:42 PM
#11
Rennlist Member
12-07-2009, 07:45 PM
#12
Nordschleife Master
Thread Starter
i agree life is short, which is why i saved and bought a porsche at such a young age and bought another after because i was in love... ... but using the life is short to justify people lying to your face is not my idea of creating less stress,, if were going to forgive the liars, then who else do we forgive to save stress? sooner or later were forgiving everyone that does us wrong... and we just get screwed left and right and take it in stride?
12-07-2009, 07:59 PM
#14
my local dealer, did NOT buy the car from them, provides the most lovely enterprise rentals. I had bought my 3 previous Porsches from them... In the beginning, a Boxster loaner, then a cayenne s, now a Dodge Neon with the dude from the rental place questioning my ability to 'take care' of their precious car! I will walk to the Lexus dealer2 blocks away where I bought my GX 470 and they will give me a loaner if necessary. They have 35 loaner cars and you get exactly what you drive. I understand your pain Riley, but most Porsche dealers now don't give out Porsche loaners. When my car does need service, I'll drive and wait. I am now driving 1.5 hours away for service if necessary.
Now, the BMW dealer where I bought my M6 was an hour away, they would drive me a loaner to my office at the hospital, come in to my office, get the key to my car and leave me a brand new BMW to use until I could get the time to drive up there to pickup my car. Last year, they gave me a brand new 135i coupe to drive around and it sat in my garage at home for about 2 weeks because I was out of town. Now, that is a great company!
sorry for the long post, but I do feel your pain!
Now, the BMW dealer where I bought my M6 was an hour away, they would drive me a loaner to my office at the hospital, come in to my office, get the key to my car and leave me a brand new BMW to use until I could get the time to drive up there to pickup my car. Last year, they gave me a brand new 135i coupe to drive around and it sat in my garage at home for about 2 weeks because I was out of town. Now, that is a great company!
sorry for the long post, but I do feel your pain!
