Below is a letter sent to this dealership and presently those whom are in charge have not even bothered to respond when a customer has a concern....
Hopefully this posting just one amongst many will change the attitude of those whom a position of upper Management would find cause for concern.
I will update this post if and when I receive contact from upper management . It would be interesting to see just how many legitimate faults on cars are challenged as to the validity of a claim that other dealers would ensure that the customer is looked after as we all chose a Porsche for a reason of which sadly has been let down by this dealer.
PER YOUR PERUSAL
Dishonesty to a customer by relaying you received an email from Porsche stating that due to this stereo being changed more than once, they were now refusing to change it contrary to your comments just a day before
is in fact a lie.
The truth is you were made aware that it was changed by my own admission as I have nothing to hide nor conceal, and actually in fact you really received an email from Porsche stating to the extent that.... "if this was not cosmetic and was defective in nature, it could be replaced"....
You called me Tuesday afternoon saying Porsche agreed to change it out and would I be able to come in Friday to have it replaced, in which I made arrangements to take off specifically that day....
Thanking you, I asked you politely "why did you assume Porsche wouldn't replace it when I first notified you of the issue upon leaving your dealership"....
You then, without concern, informed me today to my shock that suddenly Porsche decided to change their mind because and I quote " this defective stereo was replaced more than once before".
I will prove in no uncertain terms that this reversal came about because I simply asked you "if Porsche would consider my paying the difference in order to get the nav stereo due to issues already experienced with this system and it being replaced more than once already...
Immediatly, exactly like before, you are in authority to make valuable decisions with the remark " Ohh no the whole car would need to be rewired as they actually and I quote, "Build the car around this stereo, and the frame would need to be reworked and removed "....
I passed over such a comment that Porsche would actually build my car around a stereo, and insisted that you ask your mamagemt anyway simply because previously you had insisted Porsche would NOT exchange the stereo of which was incorrect and that my insisting you to confirm your answer just might reveal a different response than you had in fact eluded too....
Although I do not need to explain to you the circumstances on it's prior replacement, you sadly fail to understand that this is a seperate issue ....BUT.... so you know the facts and truth.. I had personally advised the representative of my frustration on various issues with the stereo having been replaced before so Vicki nothing was covered up nor did Porsche overlook anything..except your initial resonse that suddenly had you being placed in a positiion of authority in which sadly you are not, and instead of attacking a customer perhaps empathy that there exists an ongoing issue would have been a better response...
What transpired in the beginning was not customer service when you instructed me to contact 1 800 PORSCHE after leaving your dealership and informing you of the problem via cell phone, at which time you stated adamently then that Porsche would not change it.
That was a bold comment and self decision you took upon yourself without even seeing the issue at hand, nor even when returning upon Porsches request to return immediatly ( contrary to your couldn't careless attitude ) did you even show interest as you looked at it from the window at an angle and refused to sit in the car to visually inspect it as I requested.
I presume you were rushing to finish smoking your cigarette that you were doing in front of Porsche Downtown LA when I returned to your surprise.
(BTW I do not take offense to smoking because I too smoke, however I do not smoke in an area visiable to all public avenues, especialy if I could expect a customer to enter the "service" entryway at any given moment where you were standing.
And as you can see my Cayman is no ordinary car with over $100,000 invested and so too you are also dealing with no ordinary person, but someone who although is polite, courteous and honest in nature, does not take kindly to answers that test someone's intelligence that afforded them a Porsche in the first place...
Humbly, you are dealing with someone very familiar with customer service who during their career has adhered to the highest ethical standards, honesty and integrity, earning them the right to advertise "never a dissatisfied client" .
It takes 20 years to build a reputation but five mins to ruin it and representing Porsche USA as you do reflects on a company in which I have happily never had ill dealings with except sadly through you and the service I received ..
Being human does not lend to being correct in each decision, but thankfuly it means I can humanly react and rectify those mistakes made by myself or my staff to the benefit of my customers.
Sadly that is something you are not attuned to in your demeanour and customer service skills, nor seem to prize the esteemed position you hold within Porsche USA.
I will explain the above validity of my comments since meeting you at your establishment ( I presume this is your establishment as requesting to speak to the Manager I am told that the issue has nothing to do with them, nor am I privy to speak to your Porsche Area Representative, hence you seem to be able to speak on behalf of others, placing yourself as the last resort of contact )
I arrived at your establishment Monday morning letting you know via phone on the way from Long Beach that my small passenger side light was sometimes on and sometimes off with the warning light alerting mr of such...
Meeting you pleasently had me defending myself as your first question was " Was the car in an accident"
Why would you ask a customer that ?
My Porsche is a one of a kind as you can attest too, and in pristine condition, so why why would you pass such a comment because of a simple side light which issue resulted in only a bulb change....
then the roof seal had to be ordered and returning to find out the wrong piece was obtained through natural human error of which I was understanding, I left with no malice only to see the stereo was damaged only 1 mile into my journey home of again which never came to my attention on a 30 mile journey to you.
Proceeding to tell me that perspiration ran off my hands to cleaner fluid as the culprit tests my intelligence, and the only material ever used within the interior are 2 microfibre cloths which remain within the interior of my Porsche.
Feel assured this issue is not due to any liquid because it would be in other places as well, but to entertain your evaluation I will remind you only 2 days earlier were you responsible for cleaning my car, so with
that said I would check who cleaned my car and with what products were used but I am sure somewhere you have an answer for that because just as an accident would cause a simple bulb to go askew, then so too would my bodily fluids react to a $2500 piece of equipment causing it to disintegrate upon actually my needing to touch in between a knob for volume and the first button, of which to this day I have no idea what the first few buttons do, and have never even touched or used the first 4 buttons..
Next Vicki for your information I obtained pertinent facts from Thomas in parts at the Dallas dealership so let me assist you in what the correct answers are regarding to the so called comment that my Porsche was actually built around a stereo.
Part # 9704490062 together with what's called an electrical adaptor replaces the existing stereo with PSM Nav stereo which is actually $4732.00 and labor install of $768 of which they were prepared to reduce the costs presumably because of the economy out there, and competetion from other auto sales allows for an attitude of actually thanking a customer for allowing "us to serve them".... a far cry of the attitude you feel that somehow the customer should thank you for putting out your cigarette and peering through the window and making the great evaluation that you did on my time for an issue that you personally should have taken control off and not alowed me to start calling up customer service to disprove your attitude that whatever you say actually comes from Porsche headquater's... There are those esteemed to make decisions that you have proved inapt at doing yourself, together with your dragging Porsche area representatives, management and tlhose within customer service into your personal venue...
Lastly a simple question of the cost of inputting a fire extinguisher was over $550.....
It took you over half an hour to get me a price, ( 3 seconds to tell me via phone Porsche would not replace my stereo) and letting you know that I wasn't interested begs the question from where did you obtain such a quote when upgrading a Cayman from purchase is only $140 option # P109 and the part number for that is actually 99672211500 which according to parts is void of a price because either it's discontinued or a price has not been assigned yet.
And how did I become such a Porsche expert ? By making a 5 min call of which I would have gladly done for any customer if I worked for Porsche rather than having them run around to fix an issue as someone blew smoke visually, and created a smokescreen verbally as you decided to test someone's resolve on exactly the difference on why I purchased a Porsche Ferrari and Lotus and not a Kia Toyota or Suzuki.
Perhaps looks can be deceiving and someone who appears cordial, pleasent and well mannered can also show you why he can afford to drive a one of a kind modified Cayman and not a recalled Toyota that occurrd from a company more interested in the bottom line than customer service.
Lastly do you think I can not afford a stereo ?
With the amount of equity input into my car via Porsche Service and not a third party service agent, you will be surprised what lengths someone will go to taking the time to write this email and through the proper legal channels to prove to you that his hands do not sweat foreign destructive bodies, nor do I throw cleaning fluids on my expensive car that you would throw my way testing my inteligence on whether a Porsche was the right choice of what I believe to be correct choice,in which although you tried to disprove my decision sadly only reflects on who Porsche has working against them and not for them, in which the service receptionist was so very helpful and kind and amiable waiting for you to become available, that my not wanting her tied up by waiting for you to become available has my leaving you a message of which goes unanswered.
In closing, I do not normally write such lengthy emails as I am considerate and amiable to others within the service industry but you certainly managed to pass such an impression my way that deemed a necessary response from someone that what you relayed to me right in the beginning and based upon a comment actually went out of their way to become fact that Porsche wouldn't swap it out, because from the moment entering your deparent called service, you automatically decided that this customer is always wrong....
Finally I do not need to sugarcoat nor hide the fact you have a defective piece of equipment that has been previously changed more than once but at the same time was handled with the care of Porsche's customer service and reputation, but you personally through your own agenda have tried to dispell my positive dealings but happy to inform you to no avail.
Every company has those individuals whose position has somehow become clouded for whatever reason and have forgotten the true meaning of customer service.
This email allows you to prepare a response as you are questioned to it's validity by those really in charge, but just as my stereo doesn't lie nor do I when I confront someone directly that feels they are above reproach.
I appreciate your time and attention to this matter.