Terrible experience. Service department, incompetent, unreliable and dishonest. Took my 2019, 1.5-year-old, 35000 miles (under warranty), Cayenne for the 3rd time in 2 months to have AC repaired. After having to wait for a loaner for about 3 weeks, the 1st time it was taken for repair, car spent 5 days in the shop and was told that they can’t find leak. They added refrigerant and proposed that I come back in case problems shows up again. After a week of the 1st repair, AC broke down again.
The 2nd time it was taken for repair, car spent another 5 days in the shop and was provided with conflicting diagnostics by service advisor (Mark Wright) and service manager. One said it was the evaporator (which takes much longer and more expensive to repair) that went bad and the other said that the issue was related to a leaking high-pressure line (which would be an easier shorter/cheaper fix). Dealer opted for the later and tried their luck. Dealer replaced high-pressure line and noted in the repair report that no they found no issue after 2nd repair. However, this time, the band-aid like high pressure line replacement repair only lasted 2 weeks before AC broke down for the 3rd time.
The 3rd time it was taken for AC repair, car spent an additional 37 days in the shop. I did not hear anything from the dealer until the 2nd week car was in the shop. On 3rd repair attempt, the diagnostics provided by service advisor was a bad evaporator and was told that dealer had part in stock and that car would be ready the following week. I did not hear again from dealer until day 37 stating car was now ready. Spoke to service advisor and he said, yeah, it was a bad evaporator. Went to pick up car on day 37 and service advisor (Mark Wright) gave me repair records and without going into any details said car is all good to go. Went home and could not enter my gated community until I realized dealer had broken and replaced windshield (which had access sticker attached to it) without being notified by service advisor. Finally, got home and starting reading repair records and noticed that besides breaking windshield while attempting to replace evaporator, dealer also replaced without my consent (and never informed me before, during or after) regarding the replacement of the steering column and servomotor. I find this deceiving and dishonest, not to mention that from a safety standpoint this is very concerning. Now, the work performed, (particularly associated with the replacement of the steering column), has generated new issues in my car and it now vibrates in the front axle. Contacted service manager and got a call back from service advisor (Mark Wright) who negated the fact that dealer replaced the steering column and servomotor (even though their repair records show replacement of these parts) and was told that they can’t fix car now as they don’t have a loaner to spare while they repair the new issued that appeared. What a complete joke and bad customer service. Now, I am stock with driving an unsafe car while they respond to me even if my car is under warranty.