Porsche's big gamble
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From: Dallas, PA
Porsche's big gamble
I will be the first to admit that I bought the Cayenne over the upcoming Touareg in large part because of my desire to have Porcshe remain an independent car company. I also drive a 911 and beleive there is noting else out there even close to it that I can afford. The Cayenne is a different story -- if Porcshe wishes to sell the number of these vehicles that they desire they are going to have to revamp customer service. I along with many others have tolerated service issues with th 911's as there are few alternatives to turn to. I have heard countless stories of how unresponsive Porsche NA is to customer issues and yet still bought my Porcshe 911. I had sincereley hoped they would be handle Cayenne service issues differently. If thier gamble is to pay off, qaulity of product and responsiveness of customer service need to be foremost because there is a lineage of vehicles ready to replace the Cayennes in the garages of many past and prospective buyers. Porche's failure to understand this premise may sadly lead to the loss of independence they (and we as buyers of their sports cars) have enjoyed for many years.
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I agree. The large fleet of Cayennes and the expanded demographic of owners may give rise to a different level of expectation when it comes to service and even more importat -- communication.
Problems are one thing -- but an area where other car makers excel is how they deal with the customer and their problem. A "customer is always right attitude" which is coupled with a keen understanding that many people buy cars/suvs today are not as brand loyal as they once were. I've known of several people who have had one bad week with a car being serviced and then quickly sold it never to return.
The Cayenne sounds very promising to me, but in 6 months if I hear less that outstanding customer service stories adding up it will hurt my opinion when buying time comes around.
Problems are one thing -- but an area where other car makers excel is how they deal with the customer and their problem. A "customer is always right attitude" which is coupled with a keen understanding that many people buy cars/suvs today are not as brand loyal as they once were. I've known of several people who have had one bad week with a car being serviced and then quickly sold it never to return.
The Cayenne sounds very promising to me, but in 6 months if I hear less that outstanding customer service stories adding up it will hurt my opinion when buying time comes around.
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From: Arkansas
I've heard some shake up's are on the very near horizon at PCNA since Fred Schwab, the CEO retired in March. Big question whether it was a voluntary retirement or a "request" from PAG. Anyway, the new CEO is rumored to be aware of the Customer Service problems that have been around for the past few years and is going to improve things. We'll have to wait and see, but that doesn't make a problem that is happening right now go away.
Be the squeaky brake! Call PCNA everyday until your Cayenne is repaired properly OR replaced!
Good Luck, Robert
97 C2S
65 356 euro C
gone but not forgotten:
01 986
74 911
85.5 944
70 914 6
66 911(bought in 67)
Be the squeaky brake! Call PCNA everyday until your Cayenne is repaired properly OR replaced!
Good Luck, Robert
97 C2S
65 356 euro C
gone but not forgotten:
01 986
74 911
85.5 944
70 914 6
66 911(bought in 67)
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From: Lexington, KY
Stirs and Deanger,
You are right. I bought a 2000 Mercedes S500 based on the years of glowing reports about MB "bulletproof" build quality and excellent dealer practices. After 4 lousy months, I sold it and promised myself never to buy another Mercedes product.
Since then, I've bought a BMW M3 and a Range Rover, so I know MB's suboptimal performance has resulted in at least two lost sales from me alone.
I do all the maintenance on my '97 993 myself, because of poor service experiences at the sole Porsche dealership in Kentucky. However, I am willing to tolerate the lousy dealerhsip experience because I honestly believe the 993 is, far and away, the best sports car available for the money.
I'm not so sure I'd feel this way about our SUV. Fortunately, we took the Range Rover to the dealer today for its first servicing, and had a wonderful experience, with a f/u call from the Sales Mgr to sort out some remote control programming questions that my wife had. They seem to go the extra mile.
Hopefully, Porsche will solve these problems.
You are right. I bought a 2000 Mercedes S500 based on the years of glowing reports about MB "bulletproof" build quality and excellent dealer practices. After 4 lousy months, I sold it and promised myself never to buy another Mercedes product.
Since then, I've bought a BMW M3 and a Range Rover, so I know MB's suboptimal performance has resulted in at least two lost sales from me alone.
I do all the maintenance on my '97 993 myself, because of poor service experiences at the sole Porsche dealership in Kentucky. However, I am willing to tolerate the lousy dealerhsip experience because I honestly believe the 993 is, far and away, the best sports car available for the money.
I'm not so sure I'd feel this way about our SUV. Fortunately, we took the Range Rover to the dealer today for its first servicing, and had a wonderful experience, with a f/u call from the Sales Mgr to sort out some remote control programming questions that my wife had. They seem to go the extra mile.
Hopefully, Porsche will solve these problems.
Pro
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From: Tucson AZ
Have to sadly agree. Local VW/Porsche dealer here leaves a lot to be desired. Consider having the A/C fan switch replaced and when the dash is reassembled, the rear power window switches and radio no longer function and having them tell you that is a "separate Issue" (VW Passat). Imagine paying to have a fuel pump replaced, and the very next day the car STILL won't start and has to be towed back to the dealer. Three service managers in as many years....
While I have owned four different Porsche models, I have wound up doing all my own work after having a few "misunderstandings" with a dealer back east where I used to live.
Seems it is universal.
While I have owned four different Porsche models, I have wound up doing all my own work after having a few "misunderstandings" with a dealer back east where I used to live.
Seems it is universal.
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Dealer service seems to be a problem when there is only one dealer in town. They know they have you by the cajones. I've have found that in the Dallas/Fort Worth area, the service is a lot better than I had in San Antonio only because we have 3 dealers in the area. If one won't do what I asked correctly, they know that I can always go down the street to another Porsche dealer. Competition really does help.
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EuroCarNut....... Which Dealership in Dallas do you normally go to. There is NO Porsche dealer in Arkansas! So Dallas is closest one to us. Memphis is absolutely out of the question, they are truly clueless, and Shreveport is not much better. Thanks for any advice.....
Robert
Robert
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From: Lexington, KY
</font><blockquote><font size="1" face="Verdana,Tahoma,Helvetica">quote:</font><hr /><font size="2" face="Verdana,Tahoma,Helvetica">Originally posted by EuroCarNut:
<strong>Dealer service seems to be a problem when there is only one dealer in town...Competition really does help.</strong></font><hr /></blockquote><font size="2" face="Verdana,Tahoma,Helvetica">I think you hit the nail on the head. Competition really does improve the breed.
<strong>Dealer service seems to be a problem when there is only one dealer in town...Competition really does help.</strong></font><hr /></blockquote><font size="2" face="Verdana,Tahoma,Helvetica">I think you hit the nail on the head. Competition really does improve the breed.
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Racer
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From: Oregon
I have always thought the achilles heal for Porsche on the C. was going to be service, both in terms of limited dealers in general (i.e. your driving through Idaho and the nearest dealer is 500 miles away) and lack of resources to service the C. at each specific dealer (I was willing to wait for three or four weeks for my toy--993-- to get serviced, I will not wait for a daily driver--which is what a C. would be).
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From: Dallas
RTJ 993: I used to go to Park Place Porsche in the middle of town. It is only a few miles from my house. However, ever since Scott Ginsberg bought Town North Porsche and moved it over to Plano on the Tollway and changed the name to The Porsche Store,they have started getting all the business. Scott built an amazing Porsche only facility, (although he has since bought an Audi dealership and moved it into the same complex)and hired all the talent away from Park Place. The person whom I bought my previous cars from at Park Place, and who susequently became GM at Park Place Porsche, is now a manager at the Porsche Store.
35 mile west in Fort Worth is Autobahn Porsche. I have never dealt with them on Porsche, but they have by far the best prices for new BMWs and Land Rovers in the DFW metroplex.
I would recommend the Porsche Store in Plano on the Tollway. Ask for Tracy Rabey, and tell him Karl, the guy who just bought a silver Cayenne, sent you.
Good luck.
35 mile west in Fort Worth is Autobahn Porsche. I have never dealt with them on Porsche, but they have by far the best prices for new BMWs and Land Rovers in the DFW metroplex.
I would recommend the Porsche Store in Plano on the Tollway. Ask for Tracy Rabey, and tell him Karl, the guy who just bought a silver Cayenne, sent you.
Good luck.
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EuroCarNut......
Thanks Karl, I am due for the 30k service on my 97 C2S and now I know where to take it! I beleive "the Porsche Store" is now called "Boarwalk Porsche". I'll be giving them a call..........Thanks again,
Robert <img border="0" alt="[cheers]" title="" src="graemlins/beerchug.gif" />
Thanks Karl, I am due for the 30k service on my 97 C2S and now I know where to take it! I beleive "the Porsche Store" is now called "Boarwalk Porsche". I'll be giving them a call..........Thanks again,
Robert <img border="0" alt="[cheers]" title="" src="graemlins/beerchug.gif" />
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From: Dallas
RJT993:
When you call for service @ Boardwalk, ask for Larry Neighbors. He is one of the best and most honest people in the industry. I used to work with him. He was GM of the Ferrari dealership in Dallas in the late 70's and has been GM of both BMW stores and sold cars at the Lexus dealer. He decided that he was sick of the whole sales thing but could not pry himself away from cars. I think he used to rally Porsches and now does so with a Miata. He's just a car guy. Give him a shout and he'll take great care of you.
Karl
When you call for service @ Boardwalk, ask for Larry Neighbors. He is one of the best and most honest people in the industry. I used to work with him. He was GM of the Ferrari dealership in Dallas in the late 70's and has been GM of both BMW stores and sold cars at the Lexus dealer. He decided that he was sick of the whole sales thing but could not pry himself away from cars. I think he used to rally Porsches and now does so with a Miata. He's just a car guy. Give him a shout and he'll take great care of you.
Karl
