Rockville Porsche Audi
10-22-2011, 04:07 PM
#31
Rennlist Member
Actually, George is now working over at the Audi store(haven't heard why yet). I haven't been in the Porsche store since they moved into the new space up the street. Perhaps they're worth a try again? My preferred indy is north of Baltimore but the ride is already a PITA for me and I'm 40 min north of you.
If you need Audi service both Evan and Aaron are really in touch with the concept of impeccable customer service. Usually twice daily telephone updates of progress, a clean Audi loaner and a nice facility if you elect to wait.
MD Porsche Indy -This list seems to have a few shops near you as well. Best of luck and report back if you find someone good(or bad)!
If you need Audi service both Evan and Aaron are really in touch with the concept of impeccable customer service. Usually twice daily telephone updates of progress, a clean Audi loaner and a nice facility if you elect to wait.
MD Porsche Indy -This list seems to have a few shops near you as well. Best of luck and report back if you find someone good(or bad)!
10-23-2011, 11:56 AM
#33
I got a emailed survey email after 20K service. Gave them stellar remarks except for missing a bad horn (which I knew was bad from the ppi a few months prior) Made me wonder what else they missed, and checked off on the service.
Got a call from the service manager within the hour. They replaced the horn for free while I waited and let me look over the undercarriage while it was on the rack.
Take the loaner car to the track and take out your frustration.
10-23-2011, 10:02 PM
#34
Rennlist Member
first off, i totally understand where youre coming from - it is exTREMEly frustrating. but if i may 
for just a minute...
let's face it, no matter where we go - stealership or indy - we're not immune to sub-par customer svc. i dont go to the dealer any more (i'm out of warranty) but when i did, i experienced some of the same, uh...lack of concern/attention, as you describe. i just tried to grin and bear it as a necessary evil while justifying it as either an "overworked/understaffed" scenario and/or simple lack of quality staff and management.
but it happens at the indy's too. the shop managers arent secretaries to CEO's, they arent doctors scheduling an operation. i.e. they're not the most customer-svc-thinking, detail-oriented bunch. theyre more focused on the actual fixing of cars and (justifiably) making money thus their people skills might not be a high priority.
that said, i think it is possible to have good dealer customer svc but it might take some effort on your part as well: make it a point to friendly chat for a few extra minutes with your advisor or the shop manager...stop in once and awhile if you're in the area and have time to kill...send an email now and then asking how it's going, or "seen any carrera GT's lately??" etc. should you have to do this in order to get better customer svc? no way. but the reality is, in the absence of an ideal world, every little bit helps.
and FWIW, i used to go to rkvl porsche. i know max and he's a really nice guy who i would talk to a lot starting back when he was a salesman there. i also knew the lead tech danny who i would stop in to chat with now and then (he helped me a few times with technical questions i had, gave me free coolant once so that i could top off the tank, etc. see?? it helps to be friendly!
)
lastly, there are plenty of indy's around - TPC, intersport, IMA, atspeed, etc. personally i try to do most of the routine maintenance myself but use TPC for the heavy stuff. research them all and make up your own mind.
ok, done.
for just a minute...let's face it, no matter where we go - stealership or indy - we're not immune to sub-par customer svc. i dont go to the dealer any more (i'm out of warranty) but when i did, i experienced some of the same, uh...lack of concern/attention, as you describe. i just tried to grin and bear it as a necessary evil while justifying it as either an "overworked/understaffed" scenario and/or simple lack of quality staff and management.
but it happens at the indy's too. the shop managers arent secretaries to CEO's, they arent doctors scheduling an operation. i.e. they're not the most customer-svc-thinking, detail-oriented bunch. theyre more focused on the actual fixing of cars and (justifiably) making money thus their people skills might not be a high priority.
that said, i think it is possible to have good dealer customer svc but it might take some effort on your part as well: make it a point to friendly chat for a few extra minutes with your advisor or the shop manager...stop in once and awhile if you're in the area and have time to kill...send an email now and then asking how it's going, or "seen any carrera GT's lately??" etc. should you have to do this in order to get better customer svc? no way. but the reality is, in the absence of an ideal world, every little bit helps.
and FWIW, i used to go to rkvl porsche. i know max and he's a really nice guy who i would talk to a lot starting back when he was a salesman there. i also knew the lead tech danny who i would stop in to chat with now and then (he helped me a few times with technical questions i had, gave me free coolant once so that i could top off the tank, etc. see?? it helps to be friendly!
)lastly, there are plenty of indy's around - TPC, intersport, IMA, atspeed, etc. personally i try to do most of the routine maintenance myself but use TPC for the heavy stuff. research them all and make up your own mind.
ok, done.
10-23-2011, 11:10 PM
#35
Addict
Rennlist Member
Rennlist Member
Give them a bad CSI,they are terrified of that.
10-24-2011, 02:27 AM
#36
Nordschleife Master
Is there a reason why you need your car back in a few days? I would imagine that unexpected things can occur when working on cars, which requires additional time to fix and thus pushes back the cars waiting to be serviced. Throw in the fact that they are shorthanded this week.
You got a loaner vehicle so it's not like you don't have a source of transportation while the p-car is in the shop. I just don't understand the big deal here.
You got a loaner vehicle so it's not like you don't have a source of transportation while the p-car is in the shop. I just don't understand the big deal here.
There must be a lot of consumers out there thinking the way you do though. Every single time there's a story here of substandard treatment by a dealer - no matter how outrageous or arrogant - there's no shortage of people rushing in to defend it. Maybe they're dealership owners or employees or maybe they're just the submissive type. Either way it doesn't advance anyone's case to pretend that ****ty service and disrespect for customer's time and assets is no big deal. Just look at the direction this thread has taken. Mostly about how to avoid the Rockville dealership.
10-24-2011, 02:48 AM
#37
Race Director
And I don't understand why you think it's acceptable to make an appointment for service that should take about 1/2 a day and then have the car sit at the dealership for several days with no explanation offered. A one minute phone call from the service manager would have turned this into a non event or a minor nuisance.
10-24-2011, 07:43 AM
#38
Racer
Thread Starter
Join Date: Dec 2004
Location: DC Metro
Posts: 286
Likes: 0
Received 0 Likes
on
0 Posts
While we are on the subject of Rockville P-A, a guy I played golf with this weekend related the following story, which is a warning here and at every other mover of P metal. He went to this dealership last week in search of a part for his '02 C2 Targa. While he was waiting at the parts counter, he was approached by a Porsche salesman, who said the dealership would like to have a Targa like his on their lot for sale and told him they had an '11 Targa with a sticker of $102K. The salesman said that car had 2K miles on it and could be bought for $75K. This guy was interested enough that the salesman told the sales manager, who then told the guy that there had been a mistake, the price was $85K. The guy laughed at this classic bait and switch, walked out and crossed this place off his approved list.
10-24-2011, 09:35 AM
#39
Porsche of Tysons (aka HBL) currently has only one service writer...they only take six appointments per day. Service manager (Chad) is a good guy.
I have been using Curry's/Great Falls for routine service and tire purchases...talk to Alan.
Bought my daughter's 2010 Audi A4 at Rockville P-A. Had a good experience with the internet sales manager but never used their service department.
I have been using Curry's/Great Falls for routine service and tire purchases...talk to Alan.
Bought my daughter's 2010 Audi A4 at Rockville P-A. Had a good experience with the internet sales manager but never used their service department.
10-24-2011, 09:39 AM
#40
Instructor
Join Date: Aug 2002
Location: Marietta, GA
Posts: 124
Likes: 0
Received 0 Likes
on
0 Posts
And I don't understand why you think it's acceptable to make an appointment for service that should take about 1/2 a day and then have the car sit at the dealership for several days with no explanation offered. A one minute phone call from the service manager would have turned this into a non event or a minor nuisance.
There must be a lot of consumers out there thinking the way you do though. Every single time there's a story here of substandard treatment by a dealer - no matter how outrageous or arrogant - there's no shortage of people rushing in to defend it. Maybe they're dealership owners or employees or maybe they're just the submissive type. Either way it doesn't advance anyone's case to pretend that ****ty service and disrespect for customer's time and assets is no big deal. Just look at the direction this thread has taken. Mostly about how to avoid the Rockville dealership.
There must be a lot of consumers out there thinking the way you do though. Every single time there's a story here of substandard treatment by a dealer - no matter how outrageous or arrogant - there's no shortage of people rushing in to defend it. Maybe they're dealership owners or employees or maybe they're just the submissive type. Either way it doesn't advance anyone's case to pretend that ****ty service and disrespect for customer's time and assets is no big deal. Just look at the direction this thread has taken. Mostly about how to avoid the Rockville dealership.
Yes, as I agreed to earlier, they could have communicated better. But a missed phone call or email doesn't rise to the level of "outrageous or arrogant" in my book.
