Porsche Customer Support Experience

[CaliPorsche]

Also in SoCal… CDM to be precise … and the wait time for loaners and a Taycan diagnostic is pretty normal from my experience. My go to main dealer is Palm Springs (winter home) and they are usually quicker than Newport Beach….. but some commentary with my recent experience of Porsche Roadside Assistance….

I also have a Cayenne and it recently needed to be towed bc of the well known 12v lithium battery failure …. It was at CDM at the time …
TLDR they initially told me the car was not covered and I needed to pay for the tow up front … then they told me it was a systems problem and I would just claim it after the fact ……. Then they decided that despite the Newport dealer being less than a mile away …….it should go to Palm Springs as that is my normal dealer (yes the call transcript was later shared and that is what they stated), a $1100 tow …… and PCNA have since refused to reimburse bc it was not the nearest dealer, and I had to drive two hours to get the car back.

For clarity I did not challenge them at the time, I have tow coverage thru both AAA and my car insurance that could have covered this …. But I was so focused on getting the car back in service I thought nothing about it at the time and just assumed … as they reassured me …. That I would just claim back the tow fee.

Anyway …. as I was trying to get a resolution to this I got on first name terms with the PCNA call staff … PCNA have apparently (recently?) outsourced all of the US roadside assistance to a company called Agero based in Medford, MA …… the PCNA staff themselves were very frustrated with this whole thing. Bottom line is I got bounced back and forth between the two orgs of PCNA and Agero … and they eventually have worn me down and I gave up.

Anyway … as I told them more than once during this debacle ….. worst experience with Porsche service in decades for me and it will certainly influence this 40 year Porsche owners buying decisions going forward …well …….. maybe…….

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[mander2129]

My local dealership punctured my radiator on their test drive after fixing recalls. They tried to charge me for the repair ($3500). Ultimately they covered it, but it blew my mind that they tried to push maximum charge on me for labor and bloated part cost.

 

[B61]

That's disappointing.

Just wondering, if you got warning after or during DC charging?

 

[XYZ2025]

Just wondering, if you got warning after or during DC charging?

Technically after. I charged the car and didn't have any issues with the charging. I didn't see any error messages during or immediately after charging. I think it was about 3-4 hours after the charge that the message showed up. I started the car a few times before that (but after charging and didn't see the message). My dealer says the car has a fault with cell module 11.

The charging that I was referring to is actually AC charging at home. The car was charged at the dealership (presumably fast DC charging) before I drove it home.

 

[B61]

Understood.
Was message red or yellow?
In my case, i got yellow message four or five times immediatelly after DC charging (when charging over 200kw) but i was always able to drive….until finaly got red error during charging at 200+ kw.

 

[XYZ2025]

Understood.
Was message red or yellow?
In my case, i got yellow message four or five times immediatelly after DC charging (when charging over 200kw) but i was always able to drive….until finaly got red error during charging at 200+ kw.

Wasn't sure if you saw my updated message. My was AC charging at home. The car was DC charged at the dealer. The message was yellow.

 

[Mrs Officer]

Hi all,

I am new to the forum as I just leased a 2020 CPO Taycan Turbo S about 5 days ago. Unfortunately, the car had the "Electrical System Error" warning message 2 days after I took it home. The dealer that I leased the car from was about 50 miles away so I contacted several dealers that were closer to me in hopes of getting it fixed quickly. To my surprised, most of the dealers weren't able to diagnose the car for at least 4-5 days. Just as surprising, none of them had a loaner car available for several weeks.

After talking to my dealer, we decided to tow the car to their location (through Porsche roadside assistance) instead. Even that was a disappointing experience. Porsche's roadside assistance was only able to get a tow truck to my location the next day. I called AAA instead and they had a tow truck to my location in a hour. The car is now at my dealer's shop waiting for them to diagnose it. It appears that there aren't enough EV technicians overall (and given the lack of loaners, a lot of general issues with Porsche vehicles). Are others seeing similar level of support (or slow support)? I am located in Southern California. This is my first Porsche. If this is the Porsche support that I can expect, then I most likely won't be getting another Porsche at the end of my lease.

Welcome! I’ve had only wonderful experiences with the dealership. I didn’t buy my car from my local dealer but from out of state. I’ve allowed my local dealership to do my service work. My issues were in the shopping phase with sales. After my initial experience and some correspondence with a few significant folks in Germany at headquarters, those issues were resolved. Please make your interactions and concerns known through customer care. Good luck and happy driving!

 

[XYZ2025]

Hi all, just want to post an update. It was ultimately determined that car needed a battery cell replacement and it would have taken a while to get that done because the battery has to be shipped from Germany. My dealership came through and swapped the car with another similarly spec 2020 Turbo S (shout out to Porsche Ontario). Porsche NA is useless. I have gotten 2 messages from them since I contacted them with the issue about 2 weeks ago. Both messages basically says we are reviewing your issue.

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