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Just visited my local dealer to inquire about how to get the online map updates through my PCM. Dealer Service Manager tells me there's no such thing. So I spoke with the Certified Brand Ambassador - Customer Experience Manager and he had actually heard of the Service, and had even gone through the procedure with a customer, but he recommended I call Porsche Connect Support to get the exact details.
WHAT A JOKE.
I called Porsche Connect Support and the first "specialist" told me there's no such thing. She had a tough time with English so I called back and got a guy who also absolutely knew there's no such thing, and that I "have to buy a DVD and the dealer has to install it". It didn't matter to him that the Porsche website clearly shows the Online Map Update Service (which I purchased)... NOPE. NO SUCH THING. He actually interrupted me numerous times and finally raised his voice and we got into a yelling match. So much for Porsche Customer Service.
I'm going to spend some time writing an email and send it to half a dozen managers at Porsche - it's possible, just maybe, that one of them will read it and ask the question: "Did we actually sell this service, and list it on our website?"
UPDATE: Porsche has opened a Case and is looking into the problem.
Last edited by whitecayenneS; 05-29-2018 at 06:54 PM.
I can categorically state that you CAN, for an absolute fact, update the PCM4 navigation maps in a 2017 Cayenne over the air. Either from 4G or a local wifi connection (the latter being so slow as to be largely pointless to try). I have done it.
As to whether the is possible for the previous generations of the PCM radio, I don't know. Those may or may not have over-the-air updating. I have never had one so I can't comment.
Now, as to what level of subscription you have to maintain to do said updates, that I don't know. I did mine while I was still active in my first year and haven't re-tried. I noticed the other day that it wouldn't show me traffic info, something about my account not being active. I honestly don't remember if I re-upped or not and haven't had time to investigate.
It seems to be there is a clusterf*ck of misundertanding between everyone involved when it comes to the online services. The dealers are wildly inconsistent, the factory has named the tiers poorly and the subcontractor customer service folks involved are nowhere near up to the level of quality you'd expect for this kind of vehicle. There's PLENTY of blame to go around and much if it falls directly at Porsche's doorstep. The screwy plan naming, the dealer training materials/efforts, the pairing of cell services, etc. It's a mess.
The most confusing part is whether you have to use AT&T for the cell service. YOU ABSOLUTELY DO NOT. You can use any cell provider that has coverage and data support for the radios in the PCM. I've been using a Verizon SIM in mine since I bought the vehicle and let the introductory AT&T plan lapse without continuing it after the data plan was consumed after 2 days of Netflix watching during the trip home from PEC Atlanta. I popped in the Verizon SIM from one of my tablets and have used it ever since. The only downside is if I'm traveling outside an area that has solid Verizon 4G LTE coverage the radio in the PCM cannot fall back to GSM as Verizon doesn't support that. This has never been an issue as Verizon has 4G coverage everywhere I've needed to go.
... It seems to be there is a clusterf*ck of misundertanding between everyone involved when it comes to the online services. The dealers are wildly inconsistent, the factory has named the tiers poorly and the subcontractor customer service folks involved are nowhere near up to the level of quality you'd expect for this kind of vehicle. There's PLENTY of blame to go around and much if it falls directly at Porsche's doorstep. The screwy plan naming, the dealer training materials/efforts, the pairing of cell services, etc. It's a mess.
That has been my experience. What I find frustrating is the "you don't know what you're talking about" attitude. For a vehicle in this price range I would expect to be treated well, perhaps with a response such as "I don't know but I'll look into it and get back with you". I don't believe that's asking too much.
That has been my experience. What I find frustrating is the "you don't know what you're talking about" attitude. For a vehicle in this price range I would expect to be treated well, perhaps with a response such as "I don't know but I'll look into it and get back with you". I don't believe that's asking too much.
Everybody's entitled to a bad day now and then. But at these prices I take the approach that the stress follows the direction of the money. My money ---> their stress, not the other way around.
That doesn't justify being an arrogant *** toward the dealer or support personnel (and I'm not saying anyone here is or has been that way). But it's certainly not an uncommon phenomenon when it comes to service at this level.
I'm always disappointed with how well some retail personnel have honed their sales prevention skills. It's almost like they take pride in being stubbornly attached to being wrong. I had a chance to look over the dealer training/sales tools involved with the online services (thanks to 3 different dealers) and I can only offer that I understand why it's a confusing mess. It's just poorly named and poorly pitched, from the factory to the dealers. It comes as little surprise to see it get bungled further.
Well I found additional information and it appears Porsche needs to Add my vehicle to their database before my PCM can check for and receive any updates. It's all on their website:
I also found out that the first year of my use of the 14 Services is free, after which I would be charged for the pleasure of using them for an additional year.
Now I'm waiting for someone from Porsche to call me and tell me they added my vehicle to the database and that I can probably receive map updates online.
Well hopefully you will be able to get this straightened out soon...... 'cause when I checked this morning it said I have a new update available -- since this was just a short trip I decided not to start it -- will try tomorrow on a longer ride....
Slightly different but I had a similar problem with the Porsche 800 folks when I was trying to track down part numbers for the cargo management system - was told that it was not available for my 2017 by three or four folks ... but kept pursuing this issue and with some great help from the folks on this forum now have it installed in my car
My dealer sent me an email informing me that "unless I get the notification of an Update Available - there is no Update for my vehicle". Well it's been a year and so far ZERO map database update notifications so I guess everything is in order and my vehicle just doesn't need any updates, were yours does need updates.
Magic Car: The roads in the USA never change when I'm in my vehicle.
My dealer sent me an email informing me that "unless I get the notification of an Update Available - there is no Update for my vehicle". Well it's been a year and so far ZERO map database update notifications so I guess everything is in order and my vehicle just doesn't need any updates, were yours does need updates.
Magic Car: The roads in the USA never change when I'm in my vehicle.
Hahahaha. It really doesn't surprise me you haven't seen any recent updates. With the previous gen PCM system that was updated via Porsche-issued CDs, I think between 2011 and 2014 there were only one or two map update CDs released in that entire time frame.
Just received an email from Porsche. Apparently there's a connectivity issue between my vehicle and Porsche. Hopefully we're going to get this corrected. I'll post an update...
OK, FWIW I did not have a new update as I thought I did but I did do it earlier this year..... as you see my 2017 was updated earlier this year to the 2018 map system....
Last edited by mikeearly; 05-31-2018 at 07:28 PM.
Reason: can't add photo
05-29-2018, 06:27 PM
