PCNA response to Quality Control Issues

I've recently read posts concerning the lack of quality control. Engine and transmission failures,oil leaks,rattles etc.. Things you don't expect when you purchase a high priced sports car.I have a MY99 996 C2 coupe(thank God it's leased!)I've put 9K out of the 14K miles on the car in the last year. It is my daily driver. So far I've had all the usual 996 problems as well as a catastrophic trans failure--that actually occured in the dealers lot! Fortunately all were addressed under warranty.Needless to say I have little faith in the car and spent 1500 dollars on a extended warranty to cover me for the remainder of my lease.(23 months)I spoke to customer commitment(oxymoron)numerous times and finally got contacted by the NorthEast service manager PCNA. When I expressed my displeasure to him about the quality of their 70-80 K dollar product he told me it doesn't matter if it cost 80 or 380 thousand, "That's why you get a warranty." Further he stated under NO circumstance,due to "legal issues" will PCNA extend the new car warranty. Any new parts installed have a 24 month unlimited mileage warranty. Since my factory warranty expires in a few months I asked what was their position on items addressed by TSB's occuring on a car out of warranty? He said, "Well, we generally review them on a case by case basis.'" YOU GOTTA BE S#@@#%^G ME! Tell me if I'm wrong but am I expecting too much? If it wasn't for the excellent service my dealer provides I'd be furious beyond belief.And you guys should know its not just the complaining on this forum. Ask a Porsche tech what they think-rest assured GET AN EXTENDED WARRANTY. Another thing, I don't track my car, the Service Manager said, "Lots of guys treat these cars like race cars-after a PCA event my phone rings off the hook,everyone is lucky we take care of the problems- DE,autocross or all out racing, its all the same and PROHIBITED under the warranty.("Offroad events"-he's right,its in the owners manual)Basically his position is we fixed it-what else do you want. Well, I tell you what I want. I want the remaining 23 months on my lease to get over so I can turn this p@##e of s%^t over to them. Its quite obvious, build SUV's make money, to hell with racing. Sorry about the rant guys-I'm totally disgusted. With the 996 resale values those that purchased the cars outright are going to take a beating.Some people think that since we spent a large amount of money we should get "premium" service--if you want that you better go buy a Lexus or Infinity. Its sad but true.

I understand that PCNA reads these posts. I guess the big question is to they care? Ever try to push water uphill?

Trying to figure out exactly what you concerns and problems are. They are right that a complex piece of machinery will have some problems. A ford focus and a porsche can all develop leaks and such. If you tranny went, which you imply, an they put in a new once recently, you still have a 2 year warranty on that. If you had major motor issues, the same. If they happened 2 years ago and have not resurfaced you are probably good. If the problem is related to a DESIGN problem, then it is a different issue and typically Porsche and most other car companies will take care of you even out of warranty. If it applies to emissions or safety, they are basically required to do that. I would expect that your dealer would be willing to work a good deal on an extended warranty for you. $1500 sounds like a good deal for 2 more years? I run a fleet of approx 30 vehicles ranging from ford focuses to trucks to mercedes and porsches. We have had problems with all of them. Like most things in life, you get a warranty and then you buy a servcie contract. Thats life, if you wanted a 10 year warranty, you could have bought it when you bought the car. PCNA has decided, probablyu based on a tremendous amount of market research that most people are happy with their 4/50 package. If you get more, you are simply paying for it in advance.

Ed, initially I would have agreed with you 100%.I would read posts about problems and how the owner would demand this and that from the dealer, Boxster loaners,make my payment this month, give me something free etc.Now, after what I have been through, and apparently I'm not alone,I just don't have faith in the quality of this car. I hope for your sake you don't go through this aggravation.And no, the dealer didn't give me a deal on the warranty-plus, its not their fault-they have been fantastic and somewhat sympathetic. So far the car has had:2 coolant recovery tanks,2 oil leaks and a new rear seal. Numerous interior repairs and a new (not reman) transmission, as well as a rattling windsheild and dash,and of course the gas cap recall. I'm glad the dealer is within 10 minutes from my house.I know all brands have their little problems but I really think using customers for research and development and then having what is basically a "We fixed it-so what attitude" is just unacceptable to me.

When I wrote my letters to PCNA and PAG asking for an extension of 2 years on my warranty I didn't think I'd get it. What I want to see is how they reply to my letters. Do they want me as a repeat customer, or am I just a nuisance complainer to them... By the way, whomever from PCNA reads this....you have not replied in 2 weeks..... You know what guys, I'm already looking at what brand I'm getting next. A MB/AMG looks pretty good.

PCNA needs to understand what they are really selling (a luxury product which is a discretionary purchase) and how to keep their customers (busy and largely succesful people who don't have time to waste coming back and forth to a service dept.) coming back. They could take some lessons from luxury retailers like Hermes, Vuitton, Cartier, Tiffany, etc. Those retailers in my experience stand behind their product and value their customer's business and needs. PCNA clearly knows, from the complaints, that the quality of their product is not what it should be. Instead of hiding, making excuses, and not caring, they need to ramp up customer service and response. Ultimately, PCNA needs to alert Germany that they are going to lose their reputation and market share, both of which is very hard to regain once lost. As a case in point, I was contemplating and making inquiries into ordering a 2003 c4s, but ever since I found out that I need my 01 cab engine replaced and reading about all the other problems with P-cars on this board, I am hesitant to move forward.

According to Economics 101: In the short term as long as demand exceeds supply companys do not listen. When the reverse is true, then hearing is greatly improved. <img src="graemlins/a_smil17.gif" border="0" alt="[blabla]" /> <img src="graemlins/a_smil17.gif" border="0" alt="[blabla]" />

I have to agree with Don. Let me post this question. If you had $60-$100K to spend on a car, a real sports car, one that you will use on the track as well as the street, and also have the panache and allure of an exotica, what car would that be? For me, that would ONLY be a Porsche. I've never seen an MB on the track. A BMW just doesn't have the exotica allure, IMHO. Ferrari, Lambo, Lotus.... The Porsche will outlast them all, quality issues notwithstanding. So, will I get another Porsche? A Boxster club sport is sounding pretty good right now .

[quote]Originally posted by Palting: <strong>I have to agree with Don. Let me post this question. If you had $60-$100K to spend on a car, a real sports car, one that you will use on the track as well as the street, and also have the panache and allure of an exotica, what car would that be? For me, that would ONLY be a Porsche. I've never seen an MB on the track. A BMW just doesn't have the exotica allure, IMHO. Ferrari, Lambo, Lotus.... The Porsche will outlast them all, quality issues notwithstanding. So, will I get another Porsche? A Boxster club sport is sounding pretty good right now .</strong><hr></blockquote> This month's <a href="http://www.caranddriver.com/xp/Caranddriver/comparisontests/2002/september/supercars/0209_sc_challenge_1st.xml" target="_blank">Car and Driver</a> compared about 15 cars from various tuners. Most competed well with a tuned 996TT, after adding on brakes/suspension/boosting HP. I may check such a tuned vehicle out for my next purchase. The RENNtech SL55K sure looks tempting, but it's a bit over your 100K limit

You might not like to hear this but it is a car you bought,not an artificial heart. If you bought a Kia, and it had these problems you would not expect any special treatment over and above the obligations of the warantee. The manufacturer is living up to the terms of the warantee. The dealer is honoring the manufacturers warantee. What more can you reasonably ask.? What you are experiencing in what I call the "L.L. Bean syndrome" L.L. Bean had a policy of taking back anything, at any time, for any reason. Somehow, some of the public expects that level of customer service from every company. Something for nothing is not a good business practice. It might work if you are selling 50 cent T shirts for $25.00, but is not good business in any other field. FYI, L.L. Bean has abandoned the practice. The prevalent customer attitude of "Kiss my *** because I spent my money with you" doesn't fly. You paid your money, and you got your product, which includes a warantee. That's all they owe you. It's just a car..get over it. Perry

Right on Palting. Yeah I experienced the 4th tranny faliure on this site in late june early July. I was pissed and upset too. PCNA and customer service set me to wondering how inefficient the company was. But at the end of the day I got taken car of and with in a week. It's the end of August and 1800 miles later, this car is more fun than the prior 5 porsches. I look back on my experience and realized that when it's happening to you it can't get fixed fast enough. At the end of the day it's the only car and it's a gas to drive. PCNA did do everything in their power to take care of me. Everybody loves the look and it lets people know you got your **** together. Not to much, not to little, just right and you better know how to drive, because this car kicks *** and so do I. You want resale issues try a jaguar, which drives like a ford. A MB drives like an old folks home only nicer and a BMW still says hey I am a wannabe player cause I can't quite get it together.Or try being seen in a Viper the camaro for grown ups, or in a corvette that lets everyone know your hair is most likely fake or a ferrari that says hey I got penial size problems. I LOVE PORSCHE! and eveything it has stood for over the years. I am quick, fast and nimble. Not the biggest, not the badest, not the plushest, not the fastes, but I am self cofident enough to not worry about it cause I got some class.

Perry, you are absolutely right, it is just a car. In fact it is my only car. I don't have a strong emotional attachment to it and take it everywhere and even drive it in bad weather(the horrors!).Yes, PCNA did what they are required to do.I am not looking for special treatment-my point is preproduction testing should have revealed the problems and quality control should be better. I have "gotten over it". The car is leased and it won't be my problem, 996 values are down--read the article in the latest issue of European Car about the 996 they have for a long term test-granted its just their opinion-can all of us be wrong?

Hey Lucas when I grow up I just want to be like you. When I hear stuff like that makes me love my car oh so much. Only the creem reaper can take it off my hands-knock on wood : ). Regards. Mike

Lucas, aren't you glad we drive Porsches- NO stereotypes of us owners , huh !

I just could not let some of these comments pass without adding my .02. "Most competed well with a tuned 996TT, after adding on brakes/suspension/boosting HP." If you have to add brakes, suspension, boosting HP, then it's really not the sports car you started out with, is it? "The RENNtech SL55K sure looks tempting, but it's a bit over your 100K limit". Allright, lets change the limits. I'd go with a RUF/Porsche anyday over the RENNTech, and I'd still have a better street car that looks and behaves like it belongs on the track. The RENNTech SL55, "but we'll bet it'll be among the hottest rides in the country club parking lot". I'm sorry, but I don't ride around in the parking lot. "The car is leased and it won't be my problem, 996 values are down--read the article in the latest issue of European Car about the 996 they have for a long term test-granted its just their opinion-can all of us be wrong?" I believe the answer is...YES! Porsche continuous to be one of the most profitable car companies. The Cayenne is all sold out. The CGT is all sold out. Months long waiting list for a C4S. The silent majority has spoken. The state of the economy has a more significant impact on values going down than demand for the car. Heck, if the market weren't so down, I'd be buying another Porsche today. "I LOVE PORSCHE!" It's patently obvious, so do I. So do a lot of people. PORSCHE. THERE IS NO SUBSTITUTE. <img src="graemlins/beerchug.gif" border="0" alt="[cheers]" />

Here Here Palting! <img src="graemlins/beerchug.gif" border="0" alt="[cheers]" /> Terrific response. I've had my C4S for less than a month, put 500 miles on it and can't wait to really let it loose. Great car, great performance. If a problem occurs, it will be dealt with, but I'm still buying this car after leasing 4 BMWs. <img src="graemlins/wave.gif" border="0" alt="[byebye]" />

U DA MAN Palting!!! : ). Regards. Mike

Palting, you are the enthusiast's enthusiast. Did you have a Porsche prior to your C4S? I am still looking forward to my C4S in early October although I am thinking about getting a slightly used TT based on some of the recent deals I heard about. Either way I will lease so I do not have to deal with resale risk just in case the car has major problems.

Palting: I love my Porsche too and love driving it. But there is a limit to how much hassle I am going to put up with before I move on. That goes for women too! IF PCNA knows there are qulity control problems, they should step-up and offset that with a better attitude until the factory corrects their problem. Porshce is profitable now but in the early 90's, it was struggling financially. It could happen again if the fundmental problems are not addressed.

Here's to Porsche "Panache" Paulting..you are absolutely correct in that regard. Let's just hope they get a bit more involved in racing, although I must say that watching GT is a "little" more exciting than F1.