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I own a 2010 Jaguar XF 'S' which has been re-mapped by DMS. In April this year I purchased Porsche Boxster RS 60 for my wife.
Boxsters do not come with a wind deflector as part of the standard kit so I ordered a wind deflector (£330) from my local Porsche dealer. The wind deflector came after three weeks but it did not have the fitting kit with it (it should have done according to the part number). The fitting kit is a bracket arrangement and 4 bolts to secure it to the roll bars.
After waiting a further 6 weeks I contacted Porsche UK to see if they could help. My contact there, Claire, was helpful in that for several weeks she contacted Porsche Stuttgart to try and give me some positive information. In early July I became very frustrated and wrote personally to Mathias Muller, the chairman of Porsche AG. Last week I had an email from Porsche Customer Commitment which said
'Dear Mr. White,
Thank you for your e-mail from 12 July 2012 to Mr. Matthias Müller, Chairman of Porsche AG.
We regret to hear that you have concerns about the level of service received. Please accept our sincere apologies for the obvious disappointment caused as a result.
However, we kindly ask for your understanding that we are unable to solve your matter directly from here. We have thus contacted our colleagues from Porsche Cars Great Britain Ltd. for their evaluation and handling. Your case is being managed with the precision it requires, however, at this time there is no further statement regarding the delivery date of the part.
The person responsible for your concern will be contacting you when further information is available.
May we kindly ask for your forbearance in the meantime.
Yours sincerely'
Can you believe it, the Chairman of Porsche AG and the Company in Stuttgart where the car is made cannot help me get the part I need. I have not heard from Porsche UK yet but given they could not help in the first place there is not much chance they will be able to help now.
Compare this with the customer support from Jaguar where my car had it's second annual service last Wednesday where it required a catch for the one man operation to drop the rear seats. They did not have the part in stock and ordered it. The catch arrived Friday and will be fitted on Tuesday.
Take note Porsche, this is customer support, not the offering you have made.
G 2 JEN
Are you implying that Jaguar customer service is 100% perfect?
You're having a bad experience with Porsche, but many (including myself) have only ever had positive experiences with Porsche. Will that continue? I don't know. Would I rather have a Jaguar even though you have experienced their customer service to be better? No. Definitely not. Definitely, definitely, emphatically not.
Sorry to hear about your experience with Porsche, but supply chain issues can and do affect anyone and everyone from time to time, that is life.
You're having a bad experience with Porsche, but many (including myself) have only ever had positive experiences with Porsche. Will that continue? I don't know. Would I rather have a Jaguar even though you have experienced their customer service to be better? No. Definitely not. Definitely, definitely, emphatically not.
Sorry to hear about your experience with Porsche, but supply chain issues can and do affect anyone and everyone from time to time, that is life.
Did you include the fact that your XF has been remapped in your letter to the Chairman? Perhaps he would have taken you more seriously if you had. It was definitely very important to my understanding of your unfortunate plight. Without this information he may have incorrectly written you off as self important.
MrCooke said:
Did you include the fact that your XF has been remapped in your letter to the Chairman? Perhaps he would have taken you more seriously if you had. It was definitely very important to my understanding of your unfortunate plight. Without this information he may have incorrectly written you off as self important.
Clearly a tad too subtle Mr Cooke.MrTickle said:
Shock news: Jaguar have stock of some parts, Porsche are out of stock of others.
Looking at it another way, you needed a part to fix something that had gone wrong on the Jaguar. You are just buying an accessory for the Porsche
About 2 years ago, I was left waiting for 7 weeks for a replacement steering rack for my 997 - hardly an accessory! Whilst that was a pain, Porsche GB Customer Service was very apologetic and kept me informed (albeit they lied about the reason for the delay). The stealer lent me a very boring Merc C-Class with about 30BHP on tap (well that's what it felt like). When I got thoroughly bored enough to have a moan, they swapped it for a (then) brand new 2.9 Boxster - loved that car.Looking at it another way, you needed a part to fix something that had gone wrong on the Jaguar. You are just buying an accessory for the Porsche
After the new rack was finally fitted, Porsche also offered to give me £200 of anything I wanted for my car (I ended-up with some Tequipment spacers). So not too bad an experience all told.
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