The service here is extremely disappointing, so much that I have no clue how they maintain their Premier rating. I worked with Chris Gibson as service advisor and my technician was Cameron Morales. I brought in my car for its first annual service (I have a 2018 718 Boxster S). I told Chris Gibson that I would like to have the 10,000 mile service, and alongside that, get an estimate for the light scuff on my rear bumper.
When I arrived back to retrieve my car the following day, Chris Gibson proceeds to tell me that my Porsche prepaid maintenance plan will not cover my service charge. When I asked why, he proceeded to tell me that he had voided the new car warranty in the internal Porsche workshop system, and the prepaid maintenance was tied with the warranty on this VIN, so I am susceptible for the cost of this 10,000 mile service that I was done. When I asked why he voided my standard 4-year new car warranty, he simply said, “you were in an accident.” It turns out that he had diagnosed the tiny scuff on the rear as an “accident / damage”. I wish there was some way to attach a photo to my comment to show this, but this must be a bad joke. Not only is there no frame damage nor any bumper/diffuser dent, but also this so-called “accident” happened when I was backing up at maybe 1-3 mph and grazed alongside my bicycle in the garage. No damage to anything whatsoever... a Dr. Colorchip or Porsche Paint Touchup could fix it easily. I cannot believe this. I started second-guessing myself and took the car to several dealerships and independent shops in the greater LA area (not just one facility) to get a second opinion, and they all found the reporting of the dealership absurd, confirmed by diagnosis inspection (that I paid for at each location) that there was no damage at all other than a bumper repaint at the very worst possible scenario. Some shops that had the PIWIS (internal Porsche workshop system) computers did share with me the report that they had filed and confirmed the voiding of my warranty. They were all shocked and suggested I take this up with Porsche. All over a scratch on the rear bumper, all because I had asked them to give me a quote to remedy the scuff. Had that not been the case, my warranty would be intact, my car would not have a falsely-reported accident history in its internal Porsche system (Carfax is still clean title, since there is no need to file an insurance report for a tiny scratch in my own garage), and my prepaid maintenance would have covered the 10,000 mile maintenance charge (oil change, filter, etc.). To make matters worse, the tech Cameron Morales has accidentally spilled oil in my rear trunk carpet whilst putting new oil in, and caused a very obvious set of drops in grease spots. My seat back cushion has been creased inward in a central spot and it does not revert into standard foam, and there are the light-reflected “circles” from their car wash. How does all of this happen from “Certified” Porsche technicians? A detrimental treatment to a repeat customer. It’s horrible that the service department is the opposite of their courteous sales team. I will unfortunately resort to reporting this full scale to Porsche Cars North America until they correct this wrongdoing. This is just not okay. Avoid this facility, or at least the tech and the advisor I mentioned.