SToronto

I know from a hiring perspective, any role that pays less than $65,000 is incredibly hard to hire for in the past 8-12 months. We schedule about 5-10 interviews per week for about the last 8-10 weeks, only 1-3 people show up. Rest don't even bother to cancel, they just don't show up and disappear. Seems to be the normal behaviour these days. It's rare that they let you know they are no longer interested. I know we're not unique in this situation. It's happening to many industries and organizations at certain pay brackets and roles worldwide. I heard these issues first hand in Germany, Switzerland and of course United States and Canada since June this year. Lead times for manufacturing equipment have gone from 8-10 weeks to 14-26 weeks and more as a result of lack of labour or unreliable labour. It's just a real slog right now.

So the above could be their problem too. Which is showing itself in a poor customer experience.

Of course as you say, they may recognize the issue but don't want to do anything about it because that means increasing expenses. Business is so good that it doesn't really matter to loose a few customers because they are already overbooked. Not my mindset but could be the mindset of others.

But yes if you can't keep up with demand to the point it's impacting service levels, then you need to slow down in taking on new business until you can deliver the promise your brand makes. Unless you are in a business where you can level set with customers and set expectations up front and that would be acceptable practice. I don't think the dealership business falls into that bucket.

Onami

Just to follow-up on my issue. I got the automated text from PCO asking if I was "100%" happy with my service experience. I replied "No" over a week ago...not even a response! I'm sorry, but that is just horrible customer service.

On a related note, we bought a new winter wheel set for my daughter's new Q5 last week. Audi Oakville wanted $2,800 and Mississauga wanted $1950 for the exact same set! Went with Mississauga and when my daughter brought the car home and I went to take the summers out of it to store them in the garage, we realized that the tech had put the wheels on the back seat rather than folding the seats down and putting them in the back...WTF? Of course, the tire bags had oil and tranny fluid on them from them being rolled through the shop. I called Audi Mississauga and they apologized profusely and asked that we bring the car back so they could detail it immediately. I told them that I had cleaned up the back seat already and that wasn't necessary. They thanked me and said that they would put a total detailing package on account for us to use any time within the next 12 months. The next day I got a call from the service advisor just checking in to make sure that everything was OK and to apologize again. Huge difference in service levels between Audi Miss and PCO.

6IXSPD

Missing such simple tasks like that always makes me nervous when going to a dealer for even an oil change. No one will ever treat your car as well as you.

It takes all of a few seconds to fold the rear seat down so you don’t toss fluid stained bags onto the upholstery itself… but nope.

reacp911

Since with these new cars you can't physically even look at the oil, how can you be certain it was even changed? They could think "3000km since last change, we don't need to bother"

911 Rod

I agree with no one treats your car like you do.
But, most cars the back seat does not fold flat so it only fits 2 wheels in with the seats up. Bags are suppose to be clean!

Sarawnty

PCO is very convenient for us. But I've experienced many of the same frustrations expressed in this thread. I only take our vehicles to PCO for work I can't do myself. The parts guys have been very good.

bcrdukes

Bumping an old thread but wanted to check to see if any recent experience of sales and/or service experiences with PCO.

They have a few Panameras in their inventory that checks the boxes. Hoping to do a model comparison before we make a decision. Happy to go elsewhere and wait for alternatives and availability in to Q2/Q3 2024.

Risky_Business

+1 on Downtown. Can’t comment on Oakville’s car service but let’s simply say they didn’t get my trade and deposit for my 992 order. Markham wouldn’t even return my call after I went in a few times. Pretty sad as they weren’t around when I ordered my first Porsche some years ago and I tried to give them a chance but neither seemed interested in my money.

GTA_6speed

Have had a wonderful recent experience with Harris Theodore on the allocation, order and ED process for a 2024 911 T. Would highly recommend him!

Vise

Sounds like Pfaff's (now Lithia) business model these days. If you're not lined up to buy multiple cars loaded with $30k+ in stupid options plus another $10k in dealer installed nonsense they aren't interested in your business. Too bad really... had a great experience buying my first 911 from Pfaff (old location) but less than pleasant experience after I bought my RS and expressed interest in a 992 GT3. Something definitely changed and not for the better.

Jamie140

+1 on Harris. He's a true pro and gentleman.

Onami

Yep...Harris is a good guy and always responds quickly. My understanding is that he handles many of their VIP clients.

As for service, my last appointment at PCO went well and they did a very good job on the complimentary detailing that they offered me to make up for past issues. I'm honestly at the point with any business right now that I never expect to be fully satisfied with their current level of service. Hopefully, that changes as things continue to slow down.

bcrdukes

Thanks, folks. I'll reach out to Harris.

DES GTS

Good choice. As always, the tone is set at the top - I know of no one better than PCO's Sales Manager, Domenica Giordano.

RDMcG

Well said . The lifetime value of a customer in a premium business like Porsche is of great value. I walked from two other brands when the service level got to be unacceptable and I am not someone who expects any special service.