Delivery delays (long) - 986 Forum - The Community for Porsche Boxster & Cayman Owners

Rail26 · 07-03-2005, 06:24 PM

Hey no problem, everyone is entitled to their own opinion. That is the beauty of this type of forum! I will stick to my guns and caution against floor models though, not because of people like me, but because of everyone who tests drives the cars. The dealer drove the car a lot harder than I did. Secondly, I couldn't really call the dealer because I was stationed in Korea and had to rely on email as a means of communications. Finally, the factory ran behind (no problem), however I didn't know the car was going to be delivered late until I finally called a couple days before I came home. I was never kept informed of what was going on and that is my beef. When I have to write multiple emails and have my wife leave messages because there is no two way dialogue, then I definately have a problem with that. Just my opinion and an idea of the service I expect. Prior email a little harsh, probably, however customer service seems to be a thing of the past these days. I hope nobody shares the same experience that I did!

longislander1 · 07-04-2005, 12:18 PM

I have to agree with Rail26 on this one. I made the sale easy for my dealership. I had already thoroughly researched the car and after a 15-minute test drive, I put down my deposit. You would think that for $60K, the salesman could have found the time to pick up the phone and let me know the status of the car. Porsche dealers don't sell so many cars in a month that they can't communicate with customers.

The dealer tries to absolve itself from any manufacturing delays, but I see the dealer and Porsche as one in the same. Porsche grants a license to sell the cars so both the manufacturer and dealer share responsibility for the way the customer is ultimately treated. If the car is delayed, the salesman should get on the phone (to Finland or Germany, if necessary) and find out what the heck is going on. Instead, I'm calling and messaging the PCNA regional manager and pushing her to get a status on the car. I'm doing the salesman's work and he's gonna get a fat commission for 15 minutes.

The PCNA rep says I should fill out the customer questionnaire and explain the whole experience. She said PCNA takes those "seriously." We'll see.

I'll keep you posted on how the delivery goes . . . whenever that happens!

Rail26 · 07-04-2005, 01:56 PM

It all comes down to customer service. The car was delivered, however, with the service I was provided I will not go back to that dealership. If I was the manager or dealer, I would be working on the future sales and cultivating loyal clients. I would not be focused on the immediate sale at "all costs." Once again, just my humble opinion and business experience.

Rail26 · 07-05-2005, 04:05 AM

longislander, did you receive a questionaire from the dealer? I was on the website looking for the questionaire and didn't see it. Maybe it was supposed to be included in all the documents I received from the dealer?

By the way, I had a great customer service experience today. Walked into a pizza shop. I was helped within 8 seconds of being there. The employee made eye contact with me and smiled, asked if I would like to know the specials before I tried to decipher the menu. I ordered the pizza (take out) and he told me it would be 15 minutes. I walked next door and came back 15 minutes later...as soon as I walked in, before I said a word, he told me the pizza would be ready in about 2 more minutes (slight delay). As he took the pizza out of the oven he noticed that I wasn't from Canada (I'm here on business) and asked if I would like a few cups and plates to go with the pizza since it was obvious I was living in a hotel. What a great experience and all I was doing was buying PIZZA!!! The employee made eye contact, provided exceptional service, sized up his customer and provided a little extra service because he knew I was not a local. All for $14.99 pizza! I spent $55K on a Porsche and I have to call the dealer for updates and Vin numbers and paperwork and estimated delivery dates and the shipping company to find out where the truck is. Ridiculous. Unfortunately, the pizza was crap (seems to be common here, not like NY pies), but I will return because the service was top notch. Ranting is complete.

longislander1 · 07-05-2005, 06:52 AM

I'm not sure whether the questionnaire comes with the delivery or is mailed after it. If Porsche can't get its act together and deliver cars in a more organized fashion, and if the dealership couldn't care less, I'm not sure the questionnaire really matters. From what I've heard, other manufacturers really hold dealers' feet to the fire if the customer isn't satisfied. Not Porsche. After I finally reached the PCNA regional manager (and copied the CEO on e-mails), I got one call from the dealership GM that didn't improve the situation one bit. That was it. I haven't heard boo from the dealership since that time and I don't expect to until the car arrives and they want their money.

Rail26 · 07-05-2005, 02:24 PM

Wow. That sucks. I have a great pizza place I can recommend! I have something that might make you feel better: My dealer only gave me one key! I have no temporary plates and the car was incredibly dirty when it arrived (It was on a covered truck for Pete sake!)

Nice touch on the cc to the CEO! You have become my new hero for today.

longislander1 · 07-05-2005, 05:11 PM

Here's his e-mail if you want to let him know how you feel:
Pschwarzenbauer@porschecars.com. His name is Peter Schwarzenbauer.