Is this normal service?

[investorguy]

I ordered my 4S last Sept and was told March delivery.

No contact from dealer by March. I chased emailed, called probably a dozen times before an email response, only to be told build “build” maybe July/Aug but no certainty

I’ve asked for assistance re a used vehicle in the interim or more certainty and whilst they can get me a used vehicle they can’t offer me any price protections - which could mean by the time I get my 4S and PEX the value of what I’ve just bought could be materially lower

Seems exceptionally shoddy service I’d expect from Skoda not Porsche?

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[W1NGE]

Normal

Porsche = Skoda = VW

Another dealer may have been more sympathetic but arrogance is high amongst the dealerships.

 

[Jamesca]

Basically (and i'm relatively new to dealing with Porsche dealers) but it seems from others and recent experiences that it is their belief that you should be honoured they have taken your order and that when they want to update you they will.

Having said that, these delays and wider issues are something no one has seen before and so the flip side is that the dealers are left to face the public with little information.

Whilst high demand and great cars help with residuals, they also seem to mean that dealers can have a take it or leave it approach with buyers.

 

[BigBob]

Very dealer specific as to how good their customer service is. First one i tried to get an appointment with, no reply to multiple phone calls or emails. Went to a different dealer and they couldn't be more friendly or helpful, ditto with after sales as well so far.

As for your problem regarding px / an interim vehicle, I'm not sure any brand would offer a price guarantees or loan vehicles. In my experience with other brands, they'll give a estimate as of today for a px, but won't make promises on the price when your new car arrives. And if you buy a second hand one from a porsche dealership for a few months use, I'd be amazed if you weren't hammered on the bid-offer spread even if residual values are little changed. They'll have to service it, wash it, warranty it, polish it, take a profit etc. Might be cheaper to hire something, buy an old banger or make do if you have another car in the household.

 

[gdavison]

As others said, each OPC is different and each SA within that OPC differs. If you have a real issue you can ask to talk to the Dealer Principle and ask they assign you another SA.

In my area my Mercedes dealer and Audi dealer are even worse

 

[AlexR]

Nothing but positive from Hatfield - he puts up with my nonsense!

I have been hiring through Onto to bridge the cap - just depressing to keep extending and extending...but so far the service has been fantastic.

 

[G7SUM]

I've been impressed by Solihull to date. Keeping me up to date with the limited info they have and very responsive.

 

[DynamoCappo]

I ordered my 4S last Sept and was told March delivery.

No contact from dealer by March. I chased emailed, called probably a dozen times before an email response, only to be told build “build” maybe July/Aug but no certainty

I’ve asked for assistance re a used vehicle in the interim or more certainty and whilst they can get me a used vehicle they can’t offer me any price protections - which could mean by the time I get my 4S and PEX the value of what I’ve just bought could be materially lower

Seems exceptionally shoddy service I’d expect from Skoda not Porsche?

I've had a similar experience up North. They've had our deposit since November. Spoke to initial sales guy and there was "no rush" to do anything other than pay the initial deposit.

We had to chase their finance team to get those checks through as they weren't in the day we visited initially.

Sales guy had then left after New Year. I had to find that out myself when I sent an email and got a "I no longer work here" reply. Doesn't seem like anyone was going to call me to say they were picking it up. Was dealing with the used car manager in the interim. He was perfectly helpful but I had to chase again to get updates of who was taking over from the initial guy.

Wife phoned the finance team the other day to check something (after she flagged something herself in the notes) and spoke to the first guy she'd spoken too and he said they required more information but he wasn't sure of much of what was needed. When was someone going to make that call to check?

We've been told this May for delivery. I cannot see that happening given everything going on but they're made no attempts to contact either of us in the entire process. I've been fairly relaxed about it all and have taken their lead that this is just the way it's done.

However, reading stories about priority being bumped depending on the levels of optional extras you're adding has me wondering about it all. I'm not going made on the extras but at the same time, I am buying a £150k car from them.

We're back in this week to finalise the build but it's been far from a top class service at all.

It does very much feel of the "you should be lucky we're talking to you" vibe from the dealer as things stand. My opinion on it all will be very much pinned on how things go in the next 8-10 weeks.

 

[kreshi]

It’s good that people posted about their good experiences with their dealers. In this forum it is a strong trend to have one or two problems and super spread it to everything and everyone. One bad Taycan = the Taycan in general is a failure. Same with dealers. I’ve bought from two different OPC and both have been super helpful and great, even way after the sale. You have to see them almost as independent little companies. Some are extremely bad and some are awesome. If you find yourself already in a weird environment during the buy process, then I’d skip and move to the next one. Generalizing like someone saying “they all think you should be lucky to be able to buy” is pure nonsense. They are all very different and really depends on the people working there.

 

[DynamoCappo]

It’s good that people posted about their good experiences with their dealers. In this forum it is a strong trend to have one or two problems and super spread it to everything and everyone. One bad Taycan = the Taycan I’m general is a failure. Same with dealers. I’ve bought from two different OPC and both have been super helpful and great, even way after the sale. You have to see them almost as independent little companies. Some are extremely bad and some are awesome. If you find yourself already in a weird environment during the buy process, then I’d skip and move to the next one. Generalizing like someone saying “they all think you should be lucky to be able to buy” is pure nonsense. They are all very different and really depends on the people working there.

When I'm saying "they" it's very much directed at the (now numerous) people I'm dealing with directly and it's absolutely been the case to this point. There's been too many things falling through the cracks without direct input from the buyer and chase ups. It's not inspiring confidence as things stand.

I've got no reference for other dealers and wasn't claiming it other than relaying the thoughts of the OP who is similar to me in his feelings.

It might change on Wednesday when I speak to them and, if it's all positive, I'll be accepting of the situation as a whole. I'll provide an update either way.

You're right that people are far more likely to relay bad experiences on a forum than good ones. Part of that though is, given the reputation for excellence, that you're expecting that so it could be considered a given.

I think it's passed the point of moving to another one though as I'd lose my place in the queue. Back in November, there was only one person ahead of me for a Turbo S (during initial discussions in September there wasn't a single other one on order for that garage) and I'm possibly best sticking with the situation as it is. Moving to another dealer would likely see me at the back of any queue again.

 

[DynamoCappo]

Update from my latest visit then.

Far better process this time round.

They've actual managed to sort the finance paperwork. Whether that was due to the push from my wife recently or it had just eventually been something they had to deal with is a bit of a mystery but the issue (none of which was on our side) has been resolved. From what I gather, VW finance have restructured to an extent and that is causing issues with greater levels of paperwork for Porsche.

As far as the sales guy went, he was very helpful. Much improved from the last guy who was apathetic in many way. Again, it might just be that as we're closer to the proposed date, the engagement is being ramped up a bit.

Don't appear to have been fed any lines to keep us on the hook (their chat about the wiring looms being from the Ukraine and causing delays matched what I knew from here) and they're not promising dates which will be unachievable. What had been "possibly May" when we initially spoke back in November is now "June at the very earliest" but that is deliberately vague until they source new suppliers for cable looms. I think the "up to six months" type line is giving them plenty of scope but they're all hoping it's quicker. They're still being told that having had 17k cars in the UK last year, the plan was for 22k this year. How that is achievable given the shutting if plants remains to be seen.

I'm more confident than I was before this visit and actual concrete work has been done on the order now. I think they might have been short staffed in previous visits. The showroom was noticeably busier this time round.

It's a waiting game now...

 

[TaycanHero]

Dealers

This is my first Porsche and I first visited Porsche SIlverstone (not the Experience Centre, the dealer).

They seemed completely disinterested, even though the first thing they did was let me take a 30 minute test drive in beautiful crayon coloured 4S CT... Unaccompanied!

Perhaps because I was sporting skinny jeans and trainers - and not driving shoes and a blazer - I looked like a young moron? I understand the average age for a Porsche buyer is 50s-60s, and I'm some way off that, so that too may have worked against my credibility.

Or they were just useless.

They never followed up with me, either email or phone, so I went to Porsche Leicester instead. The young guy working there got my deposit for a GTS ST. This dealer has been very helpful, is enthusiastic and good with his comms.

Some weeks later, Silverstone emailed me asking me what I had decided. I told them Porsche Leicester got my deposit, but thank you for the follow up.

I later found reviews of Porsche Silverstone with similar stories. Some dealers are just useless. I don't even think it's arrogance, they just don't care. Perhaps they have a book of whale repeat purchasers so have no need for new business?


Interim Car
As someone has mentioned above, you have two good options, both of which I have used. Rent, do not buy. Buying is just silly based on the risk you are taking on and the hassle when trying to offload it.

MyCarDirect - Very good service, but expensive. You must pay a £250 lifetime joining fee. They have a range of electric cars, but also have ICE as well. You pay for all your electric usage. Fleet is very good and latest models. They do not try and screw you over for the tiniest scratch. Check in and out is done on your driveway.

You then inspect the vehicle both times and sign off on it.

Onto - Electric cars only, which is what they are all about. Monthly rentals. No subscription fee to pay unlike MCD above. However, you do pay for delivery and pick up, at £100 both ways, so it lends itself to pick your car wisely and not change it.

They are otherwise very cheap, especially compared to some of the shockers I rent - and am currently renting - when I get bored of the UK to find a warmer climb to work from.

That somewhat cancels out the "expensive" delivery and pick up fee.

However, another great perk is all charging at public chargers is free with ONTO. And you can access any of BP, Instavolt and Shell, so you are spoilt for choice even when it comes to fast chargers.

One thing I did not like about them is check in and check out is not done with you involved. You are told to wait inside your home as they conduct this process. You are not shown any documentation. There have been some bad reviews where ONTO have allegedly claimed for tiny scratches - and their excess is £1000, which makes you wonder if that is part of their business model, which seems hugely underpriced compared to rivals.

I handed my ONTO car back on 11 March. Had it a month.

No damages.

On start of my rental, I did ask them for the check in report. They basically fobbed me off, which raised my suspicions. However, it was fine in the end (note: @AlexR).

And with any of this, buy rental car insurance. It is £40 for the year, and covers claims up to £7,500 with no excess. I have not had to use it, but good for peace of mind. I use HireCarExcess, which also covers me globally.

 

[Sebbo]

Nothing but positive from Hatfield - he puts up with my nonsense!

I have been hiring through Onto to bridge the cap - just depressing to keep extending and extending...but so far the service has been fantastic.

I'm in the same boat, hate the ONTO car, it's more than what my Porsche will be monthly, just so depressing.

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