Dealership "Customer Service"

I don't spend any time complaining about the markups at the dealership. It is what it is, and there are now plenty of alternatives. I knew the local dealership was building a new place, and yesterday while out running errands I happened by where it is, and noticed it was now open. I need a gallon of antifreeze, and while I have read extensively here on the pros and cons of other brands, I decided to pay the little bit of premium and stick with Porsche's own brand. I walk through their new, much larger, showroom and ask for the parts dept. I'm told its in another building, and I'll have to get back in my car and drive over to it. OK, not that big of a deal. I drive around and they also own the Suburu dealership next door, with a combined parts dept for both brands. Separate doors for Porsche and Suburu. It was 12:15 and the Suburu guy said the Porsche guy was out to lunch and would be back in 45 minutes. I told him I just wanted a gallon of anti freeze, but sorry, he couldn't check me out, I had to wait for the P guy to come back! I told him never mind, I'll order it over the Internet. Lost sale! I mean, they aren't going to go broke from my business, but they JUST opened a new shop! Wouldn't you think they would be trying to get my business???!!! As a recently retired business owner, this stuff just makes me nuts. Rant over!

Customer service isn't what it used to be. In an effort to become more efficient and provide better customer service, most companies have lost the ability to handle the simple things. It all falls under the guise of accounting, tracking, inventory, etc... filling out forms, copies of paperwork, on and on...

I would have gone back to the Porsche dealership building and asked for the GM. Most luxury brands make a BFD about how great their level of service and customer convenience. We even have a dealer group here in DFW that doesn't even state what brands they sell - the whole point of the advertisement is that "I drive a (dealer).", which is to show how they take care of their customers, regardless of brand affiliation. The simple fact that you couldn't even buy a known part does not bode well for their future business.

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I've run into that kind of crap at multi-brand dealers too. They only are guaranteed to care if you have an interaction that generates a satisfaction survey (which parts sales generally don't). Otherwise it's hit or miss.

I've been underwhelmed at this dealer's knowledge about the 996 in the past. So no real loss here to me. I know I could have gone back in the showroom and raised a stink, but to my mind I had wasted too much time on it already. Too easy to go elsewhere.

I don't even bother going to a dealer parts department anymore. My local porsche and MB dealers mark parts up between 50% and 100% over MSRP. Given that most modern customers have their cars professionally serviced and may only buy a coffee mug, I guess they figure they'll rape who ever is dumb enough to try to buy something there. Example, these douchebags wanted to charge me over $4 for a drain plug washer...a part that cost them maybe 5 cents. I've had cool dealers in the past just toss me a few of them, no charge. That gesture would cost the dealer less than 1 of the k-cups in their waiting room and maybe build up some rapport with a local customer with 3 porsches, but no. So, high prices, ****ty service, and an attitude that they are doing you a favor by selling you an overpriced part...yeah no thanks.

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Unless you get lucky and have an old Tech that has been working for Porsche dealers for a long time no dealer is going to have good knowledge of the 996 at this point. Even 997 knowledge is waning these days. The techs are trained on the latest and greatest only, so if they weren't around for the earlier generation's training, they know nothing about it beyond what Porsche puts in the "repair by numbers" documents in PIWIS.

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Ha! I can beat that. The Porsche part for the crush washer for my Cayenne diesel's oil plug is almost $5. The identical Audi part quoted to me by the same parts guy in the same conversation was $3.50. I get them from a VW dealer (that is closer to me anyway) for $0.95... People complain about VW parts showing up in Porsches, but they work just as good and cost a fraction of the same part with a Porsche P/N printed on the box...

The parts department of my local Porsche dealer closes for lunch too, and they're not open on weekends. I only buy parts there when I'm in a rush or the shipping charges negate any online savings.

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And like it or not, we wind up paying for this inefficiency - in the name of efficiency...

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When I bought my CPO 986, AFTER spending 3+ hours hammering on the sales guy and his manager (the wife and I stuck to our initial offer ), I was walking out to drive the Boxster home...and the sales guy ran out from the parts door with smoked side markers for me - no charge - because he couldn't bear to let anyone drive a seal-gray Boxster with orange side markers. He was a good kid; I was bummed that he didn't make the ownership transition when said dealership reorganized a couple of years ago.

I'm fortunate to have a dedicated independent mechanic who only does Porsches and only the ones that he likes to work on. Luckily, I'm on his to do list. He treats my cars, an '04 C2 Cab and an '84 Coupe, as his own. So, I don't have to deal with the stealerships and their disinterest. He gets me anything I need at prices comparable to those on the internet. Find a committed independent and you'll be satisfied with the more personal service that you won't get from a dealer.

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My parts guy gave me the crush washer - he didn't want to do the paperwork for one washer. Obviously a different attitude than your guy.

At my local dealer I ordered one interior screw and a clip, the grand total for both parts was $4 something. I attempted to pay for them up front. The parts manager tells me to pay when the parts come in (in a few days)and he will call....never received a call, so I ordered from the internet

My local dealer treats me like I bought new from them. Loaner cars, pickup and drop off, always helpful on parts and tech support.

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I should say I met the general manager from a different dealership that's about 20mins further from me at a driving/track event. This guy was awesome and gave me his personal number, and said anything I need just contact him and they will take care of it. And even offered loaners if I bring mine in for service. He is a friend of a friend, so I'm sure that helps

My car has been followed by the same dealer since 2007 and 12k miles. When I bought it last year from them, I decided to continue to service the car with the dealer to preserve the history. My last 2 services they got me a loaner, both cases a Cayenne 2016 ... not bad for servicing a 996 C2 with 74k miles. Last tires change was actually cheaper than tire rack to put some PS2 N3. You can find some good dealerships sometime.

Dino, if I remember correctly you bought your car from a dealer in Charlotte, right? Sounds like they've been treating you right, but Doc's in Lexington is the best Indy in the area. McDaniels in Columbia is the one I was referring to.

Yes Southern Man I continue to service the car in Charlotte with Hendrick Porsche on E independance bvd. They just changed for a bigger location location and you can actually see the shop and your car serviced while waiting if you decide to wait. I agree with you for Mc Daniel's, I contacted them at the beginning of my ownership and was not impressed: when I asked them about changing the engine mounts the service associate said they never did that. On the other end Hendrick was on top of it when I asked them to check the mounts for vibrations, they detected they leaked and changed them under warranty (I bought their Hendrick Autoguard warranty with the car). They also do proactive IMSB replacement and explained me that so far they never saw a replacement bearing fail. As far as doc's garage it is only 2 miles from work for me and I know that they have an excellent reputation and a lot of Porsche experience. But I didn't get a good contact on price. They quoted me 2k$ for a suspension upgrade w/o parts when another indy in Charlotte quoted me 800$.

Vancouver has a couple of official Porsche dealers , and a host of independents at least 6 , plus a few German specialists . Vancouver is the number 2 market for performance cars in North America . So there is some competition for servicing . I had to bring mine in for a new key and programming . The dealer is part of the Porsche classics program so they have techs that have been factory trained to go all the way back to the 356 . What a program for Porsche to support . Anyway the service was great and they entered me in the classics club which gives you 10% off p&l . I haven't been back for servicing as I do most of my own servicing but I do sometimes get parts there . Last time I was in they asked if they could take some pics of my car . The dealer told me , servicing is a good line to be in , and you 996 guys will be buying used 997s and 991s next . They have tech nights too . Which are very well run . http://www.porsche.com/canada/en/acc...vices/classic/

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# 2 market? Really?

Maybe he meant Vancouver was the #2 market for performance cars in Vancouver..

yet again. O-rings selling for $2 online. $10 bux at the local dealer. 400% mark up Really????????

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How about $74 for a coolant reservoir cap? That cost is, apparently, LIST price, but I paid $27 due to the original invoice not being discounted. Glad I actually looked at the invoice before paying it! Who would ever think that $27 is cheap for a cap? Shouldn't a cap cost closer to $10, LOL.

I've dealt with 2 dealers, one in Charlottesville, VA and the other On Va Beach Blvd, in Va beach, VA. Night and day. C'ville, snoody blonde under righter asked me if I was delivering something. Then looked at me with disgust/bewilderment as she realized I owned the car. Beach dealership welcomed me in with coffee and three greeters and went right to business.