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Needs customer service & humility training. I’d like to... - E&TRobbins
Needs customer service & humility training. I’d like to begin by saying that the staff at Porsche Jackson was always very friendly, kind and were never rude. That being said they need some serious training on quality customer service and providing a good customer experience. Peyton Mosley was great to work with during the sale which took less than 24 hours. However, once the purchase was finalized, our customer service experience took a severely steep nosedive. There was delay after delay along with excuses and a lack of any kind of apology and a lack of taking any kind of responsibility at every turn. It took over 2 weeks to get our vehicle delivered to us, after being told it would only be a couple of days (we purchased online, out-of-state—not recommended). Apparently there were problems getting someone to ship the vehicle to us—we were told on a daily basis for a week that the car was being shipped that day only to find out the next day that it was never picked up for delivery. We later learned from the delivery company that the car was posted on the shipping website at such a low price that no shipping company would even touch it. It got to the point of us asking for our money back and talking with General Manager Trace Carlock before they increased the price on the shipping website. Trace said that pennies matter and that they try to save pennies. I wonder if a penny is worth the cost of a poor customer experience, poor customer satisfaction, and bad word of mouth?
When the car arrived it was VERY obvious that it had NOT been detailed (even though we were told that it had gone through TWO detail sessions). It honestly looked like what you get with a Walmart oil change—a lousy wipe down and vacuum. There was what looked like sticky spilled coffee on the back door and seat. There were crumbs, dirt, and sticky residue in compartments, cup holders, and the console. The seat crevices had dust, dirt, and crumbs. The leather was visibly dirty and had not been cleaned. The back hatch and ceiling were covered in dog hair. The car was CLEARLY NOT detailed. We were also disappointed with the condition of the outside of the vehicle, and neither Peyton nor Trace were transparent about nor disclosed the condition of the paint job (scratches, swirl marks, toddler-like paint touch ups).
In all fairness Trace did attempt to send us to a local detail shop they found. We opted instead to take it to someone of our choosing whom we trust, and Trace offered to reimburse us about 75% of the cost we were out (the amount he would have paid the detailer he found). One of our primary frustrations was that the whole process was laden with excuse upon excuse, and “It’s not our fault”. This type of behavior and these kinds of comments are both unprofessional and juvenile. A dealership with professionalism, integrity and exceptional customer service would take ownership and accept full responsibility, in addition to making amends and making things right for the customer. This was not our experience. It seems as though the Porsche Jackson management team (both General Manager and Sales Manager) are still a little too green and lacking some wisdom, discernment, quality leadership skills, and experience (especially with luxury brands). We do not believe they are managing and representing the Porsche brand as well as they could be. All that being said, an in-person buying experience would have probably yielded better results and satisfaction. We do not recommend buying online, especially out-of-state, from Porsche Jackson.