Recent Tesla customer service experience for comparison

[SoccerMan94043]

I hope Porsche catches up. My experience has been they are moving backwards. I used to be able to find tires on MyPorsche.com, get an instant quote, schedule with the dealer. After Porsche discontinued web based MyPorsche, I spent some time trying to find it in the phone app (and the remaining web based interface) but failed to find it, so gave up, booked the new tire through DiscountTire.com and had a new tire I needed installed the very next day (less than 24hrs from order). I did all that in the middle of the night, as I only realized one of my tires was fatally wounded in the evening, so no way to call a Porsche dealer by phone to get an estimate and/or schedule a visit (if they would even have one available same day, with tire available to install). Perhaps Porsche is optimizing their service towards people with many alternate cars to drive (so they don't care about expediency), and perhaps only people awake during business hours (senior citizens?).

My local dealer has tire quotes online: https://www.pcnatirestore.com/InitDealer?dealer=4500150

Your's might too if you know the "dealer number".

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[whitex]

My local dealer has tire quotes online: https://www.pcnatirestore.com/InitDealer?dealer=4500150

Your's might too if you know the "dealer number".

Perhaps, but I couldn't find this link in MyPorsche, nor on my dealer's website. I even tried the chat option, which was simply trying to collect my contact information (probably just AI), it wouldn't give me a quote nor a link to an ordering system.

If Porsche wants to compete, they need to make it easy to use - hacking a URL is not something most customers are going to do. The disappointing thing for me was that they used to have this in MyPorsche.com, then they got rid of it. Not a big deal for me personally, as I was able to get same day tire replacement online elsewhere, it just seems like missed opportunity for Porsche, but I hope they know better, so perhaps not enough people used it, making it not worth while maintaining, or they cannot compete with tire stores on price or logistics, or some other reason, who knows.

 

[SoccerMan94043]

Perhaps, but I couldn't find this link in MyPorsche, nor on my dealer's website. I even tried the chat option, which was simply trying to collect my contact information (probably just AI), it wouldn't give me a quote nor a link to an ordering system.

If Porsche wants to compete, they need to make it easy to use - hacking a URL is not something most customers are going to do. The disappointing thing for me was that they used to have this in MyPorsche.com, then they got rid of it. Not a big deal for me personally, as I was able to get same day tire replacement online elsewhere, it just seems like missed opportunity for Porsche, but I hope they know better, so perhaps not enough people used it, making it not worth while maintaining, or they cannot compete with tire stores on price or logistics, or some other reason, who knows.

Mine has it under "service & parts":

 

[Vercingetorix]

My car needs service, I get a new Cayenne/Macan to try out for a day or more. Same with my Audi but it’s a Q7 or Q5. Biggest problem is my wife now wants a Cayenne.

 

[Freeewilly]

I recently received an oil change special for my Taycan form a local Porsche dealer. OMG, it was funny if we're in 2015, not in 2026.

 

[SoccerMan94043]

I recently received an oil change special for my Taycan form a local Porsche dealer. OMG, it was funny if we're in 2015, not in 2026.

I did too... from the dealer I bought the Taycan from, which is 4 states away.

 

[whitex]

This is how it worked for me both times I've taken my Taycan to the local dealer. I still had to drop off the car, hand over the keys, sign paper work, etc. They did get me a Lyft back home (I opted for that rather than wait for a loaner). On pick up i had to go in, sign more paper work and wait for the car to be brought around (which always seems to take much longer than it should, especially when I have explicate instructions not to wash it).

Soon enough newer Teslas will drive themselves to their appointments :\

This exact problem - Tesla and other are not stopping. By the time Porsche figures out how to do everything electronically via the app without even having to deal with handing keys over, and maybe add the ability for techs to remotely diagnose the car, Teslas will drive themselves for an overnight service, or in situations where the driving the car might not be a great idea (e.g. bald tires, braking issues, etc), a self-driving tow truck will show up and pick the car up, then your car drives itself back by morning. Tesla saves on having to garage cars, only summon the car for the exact time the service bay is ready for it, and parts are sitting next to it.

 

[SoccerMan94043]

I have a followup appointment for my Tesla Friday to get a general inspection done and get the brake fluid tested (I mentioned I'm handing it to my son who is learning to drive).

I received a message on my phone today to schedule a test drive of a new Tesla during my appointment. Brilliant stuff.

 

[SoccerMan94043]

I'm back at Tesla Los Gatos to have a general inspection and have the brake fluid checked (for my 8.5 year old Tesla Model 3). They said the brake fluid only needs replacing every nine years!

My drop off appointment was at 8:30 and I showed up about 5 minutes early. There were at least 6 cars in line ahead of me, mostly cars that had been dropped off but not moved away yet. By 8:32 I was talking to a service writer.

The Tesla app had an estimated completion time of 10:45. Given the number of cars ahead of me (and anything already on going) I double checked the completion time and the service writer said yup, 10:45. We'll see how close they come (I'm hanging out here).

Meanwhile, my Taycan is at Los Gatos Porsche since Wednesday and hasn't been looked at yet (they say it will be this morning).

 

[SoccerMan94043]

It's 10 AM and the car is done. Brake fluid and pads are fine (they topped up the brake fluid). The cost for the inspection and brake fluid stuff was 300..00.

They did say the bushing need to be replaced (this was expected on a 8 y/o EV) which would cost 2200.00 to replace. I opted not to do that at this time and wait until I can hear them.

My Porsche has still not been moved/looked at.

 

[JackSparrow]

This is an issue for all legacy automakers. The “Dealership” model concedes control of the customer facing experience of sales and service to a 3rd party business with different priorities.
Here’s where Tesla asserted control of the customer ownership experience, and it was successful in two places. Direct sales means control of the buying experience, and direct service keeps control of the servicing experience.

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