Originally Posted by 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.

Originally Posted by sandwedge

This is not their first time down this path. Far from it. This is how they do business. They settle when things get out of hand. Not until though. Remember this one? 53 pages long and almost 80,000 views.

https://rennlist.com/forums/997-foru...-poor-car.html

Originally Posted by Volnomad

I think the one you are referring to was more of a dealer problem, right? The lemon on this thread was sold new, and therefore, was a Porsche manufacturing problem. Yes, both affect Porsche's image, but I find the current lemon problem even more disturbing.

Originally Posted by 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.

Originally Posted by sandwedge

Yes and no. The dealer sold a certified car that clearly should not have been certified and then refused to make the buyer whole. That's a dealer problem. It also became a PCNA problem however since PCNA advertises and brags about the certification process and the strict standards that must be met in order for a car to pass. This dealership completely ignored the CPO standards advertised by PCNA which essentially turned that advertising into false advertising. Yet, PCNA did nothing and ignored repeated requests for assistance by the customer.