Being passed between UK Porsche Centre and Porsche AG

[Paul S]

Hi all, has anyone got any advice on dealing with Porsche Centre and Porsche AG when being passed between the two to reslove an issue?
I have an issue where my Keyless-Go stopped working back in January so I asked Reading Porsche to look at it for me when I took it for a service. They tried to charge me £300 for the
privilege of switching it back on, I pushed back on them as it was working a few weeks earlier so they referred me to Porsche AG to sort it. Porsche AG have confirmed it's an option that came with the car and are now paying me back to a Porsche Centre.
This is my first experience with Porsche and it doesn't feel good, is this typical ? Any guidance appreciated, Thanks

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[Paul S]

Just to add, my CT Turbo is still under warranty

 

[Murph7355]

What do you mean by "paying me back to a Porsche Centre"?

Assuming you mean sending you back to one... Ask the for a letter addressed to an approved Porsche centre saying this is covered by warranty and they'd appreciate it if they fixed it for you.

Take the letter to a centre.

If they refuse, advise PAG and get them to nominate one and confirm appointment.

Did you buy it from within the network? When did you buy it? How old is it?

 

[Paul S]

Yes I meant 'passing me back to a Porsche Centre'

I didn't buy it from a Porsche Centre but it is under warranty and has been serviced by Porsche very recently, it's 2 years old. I just wanted to avoid being a 'hot potato' being passed from one Porsche org to another. Your suggestion sounds good thanks, I have now written to Porsche to ask for a letter to confirm their recommendation so I can pass it onto the centre.. I have to say it feels like they don't communicate with each other even though they are both representatives of Porsche.
Thanks again !

 

[Speuk]

Given that PRG Reading is wholly owned by Porsche GB who are in the same building and in turn are owned by Porsche AG that is outrageous.
Who are you dealing with at Reading?

 

[chun]

Wasn't even aware there is a distinction between porsche AG and porsche center.

They both represent the same entity and report to the same entity, no?

 

[Speuk]

Wasn't even aware there is a distinction between porsche AG and porsche center.

They both represent the same entity and report to the same entity, no?

Most of the dealerships (36) are independent owned by groups like Sytner, etc There are 6 now I think, used to be 5 who trade as Porsche Retail Group and are owned by Porsche. These are Reading (UK HQ), Hatfield, Guildford, West London, Mayfair and I think another London one has joined PRG.

 

[Paul S]

Given that PRG Reading is wholly owned by Porsche GB who are in the same building and in turn are owned by Porsche AG that is outrageous.
Who are you dealing with at Reading?

 

[Paul S]

Raj in service from the Centre who tried to charge me £300 to turn back on the option, then referred me to AG, then initially Katrina from AG then a chap called Shane who referred me back to Centre.

 

[Speuk]

Raj in service from the Centre who tried to charge me £300 to turn back on the option, then referred me to AG, then initially Katrina from AG then a chap called Shane who referred me back to Centre.

Raj is normally very good.

Gary Millard is the Service Team Manager [email protected]
or
Craig Brown is the Centre Principal
[email protected]

They should be liaising with Porsche AG not you. Also email Porsche GB customer service they respond very quickly.

 

[Porsche-Guru]

Raj in service from the Centre who tried to charge me £300 to turn back on the option, then referred me to AG, then initially Katrina from AG then a chap called Shane who referred me back to Centre.

Talk to James Sheriff in Service Department at Reading; and explain your situation and how you have been sent across various departments/ personnel; very reasonable person.

I think Raj reports into James...

 

[Paul S]

Thanks for the replies and the contact details, I agree that they should be handling the issue and not passing me off between them, I wasn't aware that they were of the same entity so that really helps. I'll escalate it up a level and see if I can get a resolution.
Much appreciated

 

[BigBob]

Are you sure the charge they’re asking for isn’t because the previous owner had been paying for keyless entry as an annual ‘function on demand’ option? If so, then I’d guess it’s stopped working because that contract has expired.

So not so much a warranty issue or something being broken. It’s a contractual issue. Maybe something the seller should have told you?

Keyless entry is I’m pretty sure a FOD option (if like me you didn’t spec it as part of the build).

 

[Paul S]

I actually asked that question of the dealership who said it could have been been bought as an additional option by a previous owner but it isn't a monthly or annual subscription, it is a one-off purchase - that's why they were trying to charge me £300 to turn it on. I then mentioned that if it was a one off purchase surely it would be something that stays with the car. They couldn't confirm it had previously been purchased as an option on my car even though I reiterated that it was working fine a couple of weeks beforehand.
When passed over to the Porsche AG, they responded :
Porsche AG have confirmed that KeyLessGo is a function available within your vehicle, however, as it is not a Connect Service, they are unable to establish the reason for why this has stopped working, and this would require further investigation by your local Porsche Centre.
I also sent Porsche AG screenshots from 'MY PORSCHE' App where it lists all options on the car and Keyless-Go listed there.
So I am now being passed to the Porsche Centre again who couldn't figure it out in the first place.

 

[Murph7355]

Do you have a vinanalytics report for the car?

It's an online service. Costs not very much (£15 IIRC) and tells you the definitive build options.

It'd be a bit crap if a one time purchase on demand wasn't transferred to new owners. But might explain things.

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