Porsche Customer Service at its worst! Steering Column Refund

9/9/21 Took delivery of a 992 without the electric steering column. 6/14/22 Received a letter from a 3rd party hired by Porsche indicating payment of $1000 within 60 days. 9/14/22 90 days later no payment or update. 9/14/22 Sent letter to 3rd party in Portland (by USPS, only way to contact), requesting an update. No response again. 10/10/22 I sent an update request to from the Porsche website using their "Contact Us" feature. It was "successfully sent". No response to that either. 10/18/22 Called Porsche customer service 800/767-7243. After explaining the issue, the Porsche employee promised to research and call me right back. As of today, no call back. Is this the standard Porsche customer treatment? I don't know what else I can do, does anyone have a more effective way to deal with Porsche ? Appreciate any input. Thanks

I received a letter from the third party today stating that my I am in the database and that a refund will be issued. They did not commit to a timeframe, ignoring their 6/14/22 commitment of payment within 60 days.

I would suggest you send a registered mail letter to the President of Porsche Cars North America (Atlanta GA) telling him of your poor experience with the 2nd (3rd?) party customer fulfillment. I'd suggest using Google to find his name - and address it right to him. He won't see it probably - but whoever does is in charge of taking care of things like this that might annoy him. I did this on the Variocam refunds when the company Porsche hired to pay out the refunds for people who'd paid to have the repair done were dragging their feet. These secondary companies apparently are not incentivized to give prompt service, and are woefully understaffed.. They may also be banking and collecting interest on the money while they delay sending it out. Whatever - it worked for me - and shook loose the money for other people in the same situation. I received a mailed letter from Porsche apologizing for the delay and I seem to recall them including a Porsche gift card with some sum of money on it (paid for a Porsche design shirt..) In many cases - archaic technology like written traceable letters to the person in charge cuts through the bullshit..

@deilenberger Thanks for sharing that, I may follow up the same way. This experience has changed my perception of Porsche, I thought that they were better than that.

I purchased 2 Porsche vehicles within a year; a C2S and a Macan GTS , I built the Macan with the 18 way seats. Porsche never contacted me to advice the lack of the electric steering column adjustment. I contacted PCNA and they told me they had notified the dealer and that my vehicle was an early March order which doesn’t qualify for the $1000 refund. The dealer never notified me about the issue either. So, I got hosed by PORSCHE and the dealer. Maybe a class action lawsuit?

I like to add another update, as I received an email response from Porsche on 11/4/22. This is almost one month after my 10/10/22 request on their website. Below is a copy/paste of their reason for the delayed response: Quote I would also like to apologize for the delay in our reply, as we have been undergoing internal restructuring, we have been experiencing an increase in our response times. unquote Besides this lame excuse, nothing in their response provided any added information. They simply repeated what Porsche 's initial letter and the third-party letter already stated. After all the effort and time spent, I accomplished nothing. I have purchased and driven many new and used Porsche cars since 2004. I always promoted Porsche cars and even served as the event coordinator for the 356 club for six years. This customer service experience is a major disappointment. I expected more from my favorite marque.

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I’ve decided that I’m not gonna waste my time chasing $1000, I firmly believe that Porsche , PCNA and the dealer should have informed me (others) about the steering column situation. Porsche ’s customer interaction does not live up to their automobile reputation.

SAME ISSUE...ORIGINAL LETTER RECEIVED DATED JUNE 14, 2022 STATING $1,000 PAYMENT WITHIN TWO MONTHS OF LETTER DATE, WHICH WOULD SEEM TO INDICATE CHECK WOULD BE RECEIVED IN LATE AUGUST. NO CHECK. CALLED CONTACT NUMBER WHICH IS AN ENDLESS RECORDING WITH NO ACCESS TO A LIVE PERSON EXCEPT RECORDING SAID TO WRITE TO P.O.BOX 5389 IN PORTLAND, OR. WHERE I HAVE SENT A LETTER IN AUGUST, ANOTHER IN SEPTEMBER, ANOTHER IN OCTOBER, AND ALSO IN NOVEMBER ---- NO RESPONSE TO ANY LETTER. CALLED PORSCHE AND GOT A BULLSHIT "WE CAN'T HELP YOU AS IN THE HANDS OF A SECOND AND A THIRD PARTY WHO ARE DEALING WITH THE REFUND ON BEHALF OF PORSCHE ." AFTER READING ALL THESE COMPLAINTS, IT SOUNDS LIKE PORSCHE SENIOR MANAGEMENT DOESN'T CARE ABOUT HOW CUSTOMERS ARE TREATED. AFTER SPENDING $90K FOR A CAR AND THEN BEING TOLD ON A PORSCHE LETTERHEAD THAT A $1,000 REIMBURSEMENT WAS COMING TO ME HAS ME WONDERING WHAT LAW FIRM IS GOING TO STEP UP AND REPRESENT THIS CLASS OF CUSTOMERS WHO ARE BEING SCREWED AND NOT GETTING ANSWERS, AND CERTAINLY NOT RECEIVING A PROMISED $1,000 REIMBURSEMENT.

1 - ALL CAPS is considered yelling. Since this is your first message to this forum I'll let this one pass, but any subsequent all-caps postings will be deleted. We don't need nor deserve to be yelled at because of your disappointment with Porsche . 2 - Have you considered that Porsche's higher management may not know about "all these complaints" and they don't know about how the customers are being treated? Do you think the customer relations department is sending complaints like this up the chain of command to show how poorly they're serving Porsche customers? I'd suggest reading what I wrote in Post #3 in this thread. This has never failed in getting me a response to an issue like this. The response usually comes from someone close to the CEO or President of the company, and they have made the issues right by me. I've never had it ignored. REGISTERED MAIL (yes - I'm yelling) - make sure you have evidence it got there. That tells them you are serious. Don't rant - explain the facts, using dates/times/names. I'll repeat "Don't rant" - that will result in less than optimal results. DO express disappointment due to.. whatever you can, long-term ownership, purchasing several models, etc.. something that will present you as a future new car customer (that's what they're here for - to sell cars.) Good luck, let us know how it works out.