Edgy01

Good for him. Porsche Cars North America should be fighting for his interests as he clearly wants to be a Porsche customer, but not every day at the service department. This particular car is far too buggy to be in service. They need to haul it back to Zuffenhausen and take it apart and learn off it.

GTSence

I think the water on the floor is a GT3 option... PFSS... Porsche Fire Suppression System. Seriously, they need to solve this guy's problem. Kudos to him for not rolling over.

awrryan

His sarcasm and editorializing are over the top, but he's got a point. Perhaps maybe he should lemon-law the car, but that still requires a deduction from the price he paid for the use of the car he's had as far as I know.

cairo94507

AFAIK Lemon Law would make the effective date of the buy-back the date the problems first presented. Any additional mileage would not be billed to the client as Porsche has never resolved his issues. That was the way it worked 20+ years ago when I had to LL a Ford.

jmt053

This was posted on the Yahoo home page today. He had an update where Porsche of NA is giving him either a new car or his money back. I think PNA finally figured the negative publicity had to be curbed before it got completely out of hand

tbrom

That's good on PCNA - IMHO it's about time! I mean really PCNA makes tons of money - they can surely afford it , it's the right thing to do and they really can't afford not to. Ridiculous it's gone on this long.

utkinpol

Their business is to make money, not to accept responsibility and waste money. Whole system is made for them to remain profitable, so somebody just decided they can ignore that first time buyer same way they always do and it backfired quite well in their greedy ugly face.
And it is good so more people now will know what a potential customer can expect from PCNA if problem occurs. It is well known here but was never exposed so much outside of rennlist/renntech and other inner circle forums.

Domer911

I believe that PCNA screwed the pooch on this one, but with all due respect, every for-profit "system" is intended to remain profitable. Making a profit is HOW businesses remain viable. Making a profit is HOW businesses are able to continue to provide employment for their employees, and it's HOW they are able to offer those employees benefits. We don't talk about businesses that are not intended to remain profitable, because they don't exist, by definition. And for the record, those government and not-for-profits don't exist without viable for-profits.

It may not have been your intention, but I am pretty sensitive to the vilification of businesses that make a profit. Making a profit is not WHY they exist, but rather HOW they exist.

RO.

Porsche respones yesterday on Fb:
"Thank you everyone for responding to Mr. Murray's video. We appreciate your passion and our community's drive for excellent customer service. We at Porsche have always sought excellence in all that we do. We know you expect it of us. And when we don't meet that standard, we make every effort to improve. We want you to know we’ve offered to repurchase or replace Mr. Murray’s car, and we hope we can reignite his passion for Porsche."
911 or money what would you do? I'd take a new 911.

tbrom

Another way HOW businesses stay in business is offer good customer service and maintain their reputation as a business that respects it's customers. Also they know that we the buying public will take just so much "dodge ball" from a manufacturer before going to another manufacturer. Profitability comes in a lot of different packages - one is shortsighted and one is for the long term - if Porsche wants to stay viable then they need to step up, do what's right and not have to have someone slap a law suit on them to get them to fix an IMS issue (for example) and do the right thing by their loyal customers or they just won't have any. That's HOW businesses stay alive!

Everyone knows what the bottom line is - it's how you maintain your customer base - let your reputation go to hell in a hand basket and all of a sudden your dealership has tumble weeds blowing thru it..... Many businesses have found that out! Especially car businesses.

Volnomad

Wow, this is terrible. As a marketing professional, I find it mind-boggling that a luxury product manufacturer with a sterling public reputation would let this problem escalate to a world-wide public relations disaster. Interesting case to talk about in MBA classes, and a good lesson for marketing decision makers.

eflight

The real lesson here to all the manufactures is that the world has changed

In the past they could treat a problem customer as an isolated problem. Help the customer as much or as little as they wanted. If the customer did not like the result, well then that was just too bad. Really could not hurt the company all that much. Even if the customer took out a newspaper add it really did not get circulated to all that many people, not at a national level anyways. Worst case the customer doesn't buy their next car from the same company

Those days are gone. There is no longer any isolated problem. If the customer feels mistreated he can now take the issue public. He can even get on national TV if his complaint goes viral. Millions of people will now learn about the problem. Millions of potential customers now decide if that company is one they want to do business with.

Its a lesson learned to all. Think about all the things this guy did and what really forced PCNA to do the right thing. It wasn't those visits to the dealer, it wasn't the letters to PCNA. It wasn't the threat of a lawyer. All the things most people resort to.

Lvt19672

PCNA are u listening? Probably not.

997v2cabrio

try to keep the dog out of the car. I'm sure that didn't help.

beden1

Good post and right on. Now, the manufacturers really do have to live by the old adage that "the customer is always right".