Bad Service Experience at Newport Auto Ctr

I'm in the process of completing a deal to buy an '03 C4S, that's still under warranty, from an independent dealer. After a PPI by another independent shop, it needed an RMS replacement (no real surprise), as well as a few other minor issues. So the seller takes it into Newport Auto in Newport Beach, CA and drops it off on 2/21. They say they're busy but will try to get to it as soon as possible. A few days later, the service advisor, Rick West, said they have to order some parts so we have to wait because they don't want to tie up a lift with a tranny removal. I later then find out that they actually had the seal in stock but apparently had to order the other items, none of which would require a tranny of even engine removal. So they actually could have finished the RMS job last week and put in the other replacement parts after it arrived. Instead they let the car sit in their back lot. Yesterday, they tell me that they have not even started on the job and may be Wed before thay can get to it and finish it. In the meantime, I find out inadvertently that one of their customer's cars needed an engine replacement so the tech that was supposedly assigned to my car is too busy. I spoke to the service manager there, John Mitsuishi (sp) about this situation and he nonchalant and defensive response was that they're busy and will try their best to finish it soon - something I've been hearing all week. He even had the nerve to suggest I pull the car (after it sat in his lot for a week) if I want to send it to McKenna or Hoehn instead. I believe because the car is not being purchased from their dealership but from essntially a competitor, they lower the priority of handling its service issues. Assuming we get the car out today, which I doubt, I will not use their service dept again. I'm planning to send a complaint letter to Porche NA and Power Auto Group's corporate office about the inefficiency of this service dept and the poor customer service attitude they exhibit. Is my expectations unreasonable?

not really, but I have bought a car from them before...no preferential treatment here. I called and told them that there was a huge puddle of coolant under my still in warranty 996. The flatbed was on its way and I wanted to bring it to them, when can they get to it..."Maybe Thursday if all goes well.", so I took it to McKenna and they had it on a lift within an hour...had it completely diagnosed and parts in the next day. While it was there they checked all other fluids, looked at brake wear, checked the clutch and tires and gave the car a once over to make sure all else was ok. The repair was because of impact damage which is not covered by warranty, but they covered it anyway because they sold the car to me and wanted to take care of it....A few times my mechanic actually went to bat for me to get a repair fixed under warranty with the service advisor....If and when I buy another Porsche McKenna has my business. I dont even look at the cars on the Newport lot...I wont buy there again, unless they change they're management and policies.

Totally agree about Newport Auto. I've had a similar experience with them also. Bought my car there and then was treated like crap. They don't know the phrase "customer service." I will NEVER go back to that place again even though they are the closest to me and i drive by them all the time. Can't say Circle Porsche is any better. Called them about getting some service done to my car which is covered under the warranty and they wanted me to pay for a loaner. What is that about? Never have I heard of a dealership or had one charge me for a loaner. Maybe Porsche needs to make a little less money so that they can offer a loaner when your car needs warranty work. So i guess its McKenna or Hoen. Anyone know of a good service guy over there?

they even treath you like crap when you go to their part department! They are all arrogant ..I think every employee get a "how to be a dick" training.... I would never bring my P there.....on top of it all they overcharge for every job!!!! About $1500 for 60K service!!! I go to Pristine 9an independed who only repairs Porsche and other exotics...no nonsense and they did a great job!

That must have been my wifes Boxster. We collected the car last a week ago Saturday. Car ran ok, a little quieter with the new engine, but noticed the dealer put exactly 102 miles on it? I asked why this was. They claim a typo in the inbound mileage, which does actually make sense. Still dont trust them. Anyhow, this last weekend, were driving it and we lost power steering. Leaking Pentosin (p/s fluid) out the bottom. Flatbedded back to the dealer Sunday. Yesterday I hear the new engine was improperly sealed at the power steering pump to reservoir connection. Bull****, the thing didnt leak all week!! Despite rework, still no loaner car. Back to topic, sorry if we were the ones with the engine replacement that delayed you..

I'm glad to hear my situation is not an isolated case, and and that I'm not being unreasonable as to my expectations. I will print out this thread and include it with the letter I'll send to Porsche NA and the Power Auto Group.

chris- thats funny (not really) but my airbag light came on about a week after they replaced my engine too. What's going on at Newport Auto? It seems like their run by a bunch of idiots. slaaw- was it an 02 silver c4s that needed a new engine. That was mine. They had it for 2 weeks and the story was always we're waiting for parts maybe tomorrow. Send a copy of the letter over to me and I'll sign it as well. By the way John is no help what so ever. Bring your car to a different dealership.

Wow....McKenna swapped my engine. Total time at the dealer...4 days....not an issue regarding the engine after that. This included overnighting an engine and then installing. 2 Weeks? that seems crazy.

stead motor swapped my RMS the same day then let me drive it home. when motor arrived, they called me, stuffed it in and it's back to me the same day. pick you dealers wisely. you are a paying customer (even warranty stuff), they ought to PLEASE you not abuse you. it's their honor to serve you, not their right.

he guys Newport is cheap!! they only charge 129 per hour plus tax.....what can you expect for this low labor fee.....I am being very very sarcastic (just in case you didn't already understand)

yep. 2 weeks and it was like I was doing them a favor for having it serviced with them.

is this supposed to be a joke? here in NYC area, all dealer i go to laber rate is $100, with 10% PCA dsicount, you looking at laber rate 90/hour.

My 996 was at Walter's in riverside and it was damaged! I was treated like total crap. I am suing them for the damages for $1200 and a unwanted new clutch.

here in NYC area, all dealer i go to laber rate is $100, with 10% PCA dsicount, you looking at laber rate 90/hour. The labor rate doesn't bother me at all. What does bother me is the time they give the mechanics to perform various services. Dealers must take the average time it takes to perform a task, and then multiply that time by two and then square it.

I am on my 3rd Porsche and each time I was ready to purchase I tried Newport because they are the closest dealer to me. Each time they were arrogant jerks. I can't understand how they stay in business with that attitude. There I was cash in hand ready to buy and they act like they can hardly be bothered to speak with you. So I went to McKenna, was treated great and bought the GT3 from them. I have also had it in for warranty work and they were outstanding. From my experience I would highly recommend McKenna.

It's funny. I first went to Mckenna to buy my first new 996 (2000). They started by telling me that they don't do test drives on weekends? I am thinking OK, that's basically a Fuc* off kid, you can't be serious (I was 32 at the time). So I then went to Newport only to be told that I could have any car I want a full sticker. I ended up at Walters and was treated great, got what I felt was a good deal at the time. I don't know what it is about Newport, they are so arrogant there. They really make you feel like you business means nothing to them. Glad I don't run my business that way.

yes PL I was kidding!! Of course it is not cheap...I use a independed, who only works and trades P's and they charge $85 per hour, which is still to much in my eyes...because working on an engine (any engine)....I am talking about basic maintenance (oil, belts etc) isn't brain surgery!! But I guess they can ask this much, because they do!

Hooligan- What's the name of your service guy at McKenna? Need to find a good one.

Good to hear you got treated well at Walter's. Here is my letter to the owner, I send out today: Mr. Walter Kienle C/o Mr. Larry Lewis Walter�s Auto Sales & Services, Inc. 3210 Adams/Auto Center Drive Riverside, CA 92504 Dear Mr. Kienle: I recently encounter difficulty in resolving an issue regarding the quality of a repair to a damage that was caused by negligence while under the care of your Service Department. In a nutshell, My 2002 Porsche 911 Carrera had paint damage upon my retrieval of the vehicle on January 30, 2006. It was subsequently repaired by your in-house/contract body shop. On February 2, 2006, I brought my vehicle to Marco�s Auto Body in South Pasadena for an inspection and I was told the repair was not of good quality and will likely lower the value of my vehicle. I went to two other local reputable body shops for additional opinions and the opinion are echoing Marco�s view. I have been in talk with Mr. Lewis in trying to resolve this for a month now. I even drove the vehicle, upon Mr. Lewis� insistence, to your business a second time so he can inspect it on February 27, 2006 to accommodate his schedule. I was disappointed by his assertion that based on his staff�s input, the repair was adequate and there is nothing he will offer me to rectify this damage despite the professional opinion of three different body shops. I am appealing to your good judgement and commitment to customers in resolving this matter. It was clearly demonstrated that the quality of the repair by your contractor is substandard and that issue shall be dealt with internally with the contractor and not borne by the customer. A highline vehicle dealership bearing your name should have the ability and commitment to conduct quality assurance and achieve high level of customer service. I would also like to discuss with you the situation where a new clutch was put on my vehicle while I went it for a different purpose if you so incline. I appreciate your time and attention,

I use Dominic....has taken care of me very well....if you can...ask for Leo to work on your car....he is the most experienced there and when they have a problem car he is called in to fix the problem.

Paul Paszkiewicz is his name. He'll take good care of you.

so yesterday i talked to a guy in parking lot. he payd $110/hour in toyota dealership !

I've had both good and bad at Newport. They replaced my RMS in my CS4 relatively quickly (warranty work) and got a loaner car free, and they replaced my battery without a blink under warranty. They fixed a stuck headlamp removal wrench for free and in about 15 minutes. I had a 30,000 on a 993 and they discounted my loaner due to they not having parts in stock. However, they tried to get me to replace my tie rods and replace the clutch on the 993 and it didn't need it. Plus I asked them to do some extra work on my engine while it was out of the car and it was as I asked them for a new car. Pretty much snots, especially the woman in service who may or may not be there still. If I don't have warranty work, I take my cars to Hergesheimer (sp?) in Lake Forest. Great group of people who are very fair. Hoehn in Carlsbad did a decent job on a 30000 on the C4S, too.