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just looking or some advice concerning an issue I had with service at a Montreal area Porsche dealer yesterday. I dropped the car off Friday for an extensive service which ended up costing about 3200$ (I have no problem with this).
Now when I dropped the car off I had been very specific with the advisor NOT TO WASH my car. I had it professionally detailed last summer before storage along with a brand new coat of ceramic. When I picked up the car the said advisor was very happy to announce to me they Had just re-washed my car (which means they washed it two times). I told him I had specifically asked not to wash my car and he just said ''don't worry we use soap specifically for the coatings''. Of course when I arrived home I noticed under the garage light my car is now full of swirls. This is 100% them as I don't even dry my car with a towel, only leaf blower, and the finish was like a mirror when I dropped it off.
I sent them an email yesterday complaining along with the picture below as well as my detailing bill from last summer that was 2300$. I also asked them to pay to rectify their mistake.
Obviously 0 reply from them. What should I do next? Porsche Canada?
I would call into their General Manager and talk to him ; in the event that they put you on VM I would tell him I was escalating to Porsche Canada and also reporting the event in the media. Give him an opportunity to respond and then escalate,
On a side note, I ask for no wash as well. It doesn't come back washed, and I've been surprised at the new dirt that shows up on the car. fluids etc......haha. But happy they did not wash it.
So they did write back to me but basically saying they only use proper wash techniques and take very good care of their customers cars bla bla bla BS. basically denying it's their fault. but it is 100%
I guess I'm gonna have to go up the ladder and try to contact the general manager...
yeah first think that jumped into my mind .... prove it...
unfortunately thats the world we live in. But if they admit they washed it when they were specifically told they were not to wash it, they are on the hook regardless of technique. .
yeah first think that jumped into my mind .... prove it...
unfortunately thats the world we live in. But if they admit they washed it when they were specifically told they were not to wash it, they are on the hook regardless of technique. .
They say it wasn't indicated on my file not to wash the car, so the service advisor did not do his job. takes 30 seconds to put a post it on the car that says do not wash.
He says he'll get back to me, I don't expect much as you said... this is the world we live in. But I will file a complaint with Porsche canada if they leave me hanging,
and make sure I give them a 0 on their stupid survey they keep harassing us with every time we bring our car in.
They say it wasn't indicated on my file not to wash the car, so the service advisor did not do his job. takes 30 seconds to put a post it on the car that says do not wash.
He says he'll get back to me, I don't expect much as you said... this is the world we live in. But I will file a complaint with Porsche canada if they leave me hanging,
and make sure I give them a 0 on their stupid survey they keep harassing us with every time we bring our car in.
I think that is your leverage. Be clear you will give them zeros across the board on the survey. Dealers take those surveys seriously so I would think that is your best shot.
That's just bloody awful. Whoever did that has no idea how to wash a car, much less a black one. In addition to asking the SA to put instructions on the work order, I print a sign in 120-point type and leave it on the dash that says PLEASE DO NOT WASH OR ADJUST TIRE PRESSURES.
If you have video and/or hi-rez photos of the state of the paint before taking it in, I'd show those to the GM (or the Dealer Principal if management blows you off).
Exact same scenario happened to me on my Audi S6 and I got no where with the dealer and their management.. I said screw it and let it go and doubled down by stripping the brand new ceramic coating I had just paid for and went full car Expel PPF... Drastic measure for my wallet but worth it in the end.. When i got my 997, I immediately got PPF on the whole car so my beautiful fully corrected "flawless" paint stays that way...
Exact same scenario happened to me on my Audi S6 and I got no where with the dealer and their management.. I said screw it and let it go and doubled down by stripping the brand new ceramic coating I had just paid for and went full car Expel PPF... Drastic measure for my wallet but worth it in the end.. When i got my 997, I immediately got PPF on the whole car so my beautiful fully corrected "flawless" paint stays that way...
my car is PPFd 2/3 now I wished I would have done the whole thing...
06-07-2023, 01:31 PM
Advice for service complaint
