The product versus the service 4 - the emotion grows

So the saga runs on with calls back and forth yesterday. In summary the service experience was great because they used it well to get me to really want to upgrade. Exciting stuff. I want to buy another car. So far so good.

But the old car has two faults it shouldn't have and there's only a 2 year warranty on it, not 3. They want me to pay, so I say no - that's the crunch.

Read on...

Yesterday I got a call with the good news and the bad news. They'll pay for the oil seal but not the worn steering rack. Of course I escalate. Obviously a well worn path to HQ and a nice gentleman who handles my rising frustration well. But using the words "failed part" isn't going to get me to a point where I expect to pay for German engineering twice. I can't get a coherent argument about why I should have to pay. All arguments lead back to its not covered by warranty any more. Ok but 2.5 years old.

So what's the escalation process? There isn't one. That's it.

Hmmmm. I've mailed the dealer back to get them to pick it up and see what they will do. After all they want to sell me another car. And if they dont I wont buy another Porsche. And I'll stop "selling" them - I've reached 3 from a target of 6 locally. Most of all I'll feel a right plonker for paying insane amounts of money on a wonderful car that breaks.

As I said to the guy at HQ "this isn't about the money, its the principle that the steering rack shouldn't wear". It angers me. To me this brand is engineering and reliability. No other car can do o-60 in 4.9 seconds, 25 to the gallon every week and be so damn fine to drive at any speed. My 21 year old Porsche doesn't break. I read stories about how the Le Mans winning 917 was engineered. To say that it's not their problem that a steering rack wears after 2.5 years is an insult to the brand. I don't accept it.

And of course, there's another problem. The resale offer on mine is mildly offensive so far. Let's see where it goes next.

I really want to buy another one, but I'd be a double plonker to buy one if they don't respect their own product. So far that's what they seem to be saying the sales arguments about depreciation and engineering don't really apply when it's down to them.

Watch this space..... I have every faith that Porsche will come through.