How do we get a true and accurate update from Porsche?

[WasserGKuehlt]

That's your opinion, with which some agree and some don't. But Porsche customer management is failing to positively influence those opinions, to the detriment of the brand.

It's not my opinion, it's just plain old logic: "lack of communication" does not imply "lack of care", and that's all I said. There is a perception aspect, which is clearly subjective - to me the lack of communication/visibility is merely annoying, and to others it seems downright egregious. (There is a 3rd category, comprised of those unfortunate souls who have made decisions based on incorrect information - like selling/locking loans etc. But that speaks more about risk tolerance.)

[...]this instance is more about customer management resources (both centrally and in dealerships) that should be working with IT systems that already track the necessary data in order to manage production and delivery.

But that's.the.point: the data does not exist. Cx mgmt can bug engineering/procuring/assembly line all day about "when will Bob get his battery/Bose?" - if the answer is "idk" then Bob will get either the same/idk or silence.

Lest I come across as apologizing for Porsche ?: I get the frustration, but what users/consumers want in this type of situation is "updates" or "progress". They want the confidence that the producer isn't ignoring them/twiddling thumbs/being off to Oktoberfest. They don't really want (or need) the internal details of how that situation is being resolved, and so that information is not offered to them.

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[whitex]

It's not my opinion, it's just plain old logic: "lack of communication" does not imply "lack of care", and that's all I said. There is a perception aspect, which is clearly subjective - to me the lack of communication/visibility is merely annoying, and to others it seems downright egregious. (There is a 3rd category, comprised of those unfortunate souls who have made decisions based on incorrect information - like selling/locking loans etc. But that speaks more about risk tolerance.)


But that's.the.point: the data does not exist. Cx mgmt can bug engineering/procuring/assembly line all day about "when will Bob get his battery/Bose?" - if the answer is "idk" then Bob will get either the same/idk or silence.

Lest I come across as apologizing for Porsche ?: I get the frustration, but what users/consumers want in this type of situation is "updates" or "progress". They want the confidence that the producer isn't ignoring them/twiddling thumbs/being off to Oktoberfest. They don't really want (or need) the internal details of how that situation is being resolved, and so that information is not offered to them.

At least Porsche is not doing what Tesla did for years, change the design every 2 weeks, so you besides not knowing when your car will arrive, you also didn't know its full set of features.

 

[WuffvonTrips]

But that's.the.point: the data does not exist. Cx mgmt can bug engineering/procuring/assembly line all day about "when will Bob get his battery/Bose?" - if the answer is "idk" then Bob will get either the same/idk or silence.

Despite me not awaiting delivery of a vehicle, the lack of ownership and initiative from a customer care / relationship management winds me up ? . There must be production plans for every vehicle, and they should at least have assumed dates rather than idk's for every task. No-one needs to be bugged- the data should be automatically lifted and used to update the high-level milestones for each customer's car. By default, slippage due to component unavailability could be flagged as just that- I don't think it helps to be more specific as to what components are involved when the customer has no option but to wait.

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