Car in to Porsche Cambridge for major service, MOT & air con fault.
video received 4/12 13.29, not much detail, but sounded bad. i needed clarification urgently.
I called to get some answers, could not speak to anyone, promised a call back
I called again at 15.25 could not speak to anyone, promised a call back
Received a call at 18.00 I picked up but no one spoke and the call ended abruptly
I called back 18.01 could not speak to anyone, office closed
Tried again 18.03 could not speak to anyone, office closed
Tried again 18.10 could not speak to anyone, office closed
Recieved email 18.22 Inspection report.
Met with rep, we agreed what was to be done, he said he had to order parts.
No further contact from rep until 10/12/2018
Call from rep 13.26 Further discussions, agreed what was to be done
email from rep to say he would be away till Wednesday
Video from Tom 16.26 more detail this time
16.40 to 17.05 three unsatisfactory calls with another rep, he said to wait till Wednesday for the return of rep.
Waited all day for a call from rep.
I had to call him at 17.49 still no resolution
I sent an email requesting contact details for the service manager & the branch manager.
This prompted a call from service manager.
Spoke to service manager, after some heated discussions we decided on a course of action, parts still needed to be ordered.
service manager said car should be ready Monday 17/12/2018
No car, not even a phone call to say why no car.
No Car, No call
service manager called to say the car was ready.
Went to collect the car, car not washed, invoice not made up as I requeted, had to wait around for nearly two hours.
Had to go through the invoice step by step to identify some overcharging.
I would not recommend this dealership due to a change of policy over how they treat their customers in respect of loan cars. I have been dealing with them for the past 13 years and have purchased four cars from them over this time, all of which have been fully maintained and serviced by them. I live 85 miles away from the the dealership and they have always collected my car from my house and left me a loan car to use while it is away with them. This is usually for a period of between 3 - 7 days depending on what needs doing to my car.
This year they informed me that they had changed their policy to only collecting the car from my house. They leave a car parked on my drive while my car is away but I'm not aloud the use of this. If I need a loan car from them the only way they will supply this is to me is if I delivery my car to them at the dealership and then they will give me use of a loan car. I have a business to run and do not have the time to do this.
I feel that this is extremely poor customer service in view of the brand status of Porsche. I have spoken to them about this at length but they are not prepared to review their policy. As a result of this, I am unlikely to be purchasing another Porsche from them in the future and will look to find another dealership and if necessary brand that does operate a delivered and loan car service to their customers.
In closing I would like to say that up until now I have found them to be very customer friendly and have always felt comfortable with their level of service. That is why I have remained a loyal customer of theirs for over 13 years.