Why resolving issues takes so long

[anonymouse]

I’m beginning to see why some OPCs have so many cars off the road for so long (and why there is a 2-3 month wait for a loan car). Don’t know whether this problem is specific to the UK but I suspect not.

When a car comes to the OPC with a software-related issue, their experience (plus database of documented issues) only goes so far. Then they have to escalate to Porsche GB.

The escalation is done by putting a ticket into a queue and waiting. My OPC tells me a response takes more than one day at minimum, sometimes 2-3 days. During that period the car sits idle. Then when a response comes, the dealer might have to order a part - that takes 2-3 days plus a couple more to get through the workshop queue again. If the suggestion (guess) from Porsche GB was wrong (which i expect is quite often) the whole 2-5 day loop begins again. And eventually the issue might go to Germany; that is another queue.

Also they can’t originate a ticket without having the car on site - because it has to be accompanied by logs that are apparently not retrievable over the air (the latter being what Tesla does of course) - so the clock can’t be started until the owner has surrendered the vehicle.

Surely we would have a much better owner experience if the escalated tickets were answered (both in the UK and in Germany) in 1-2 hours not 2-4 days? And surely that wouldn’t be too hard to achieve? I would be interested to know what the SLA for those tickets is., and whether Porsche GB has any actual understanding of what it’s like for owners to be strung along for days, weeks or months while issues get referred backwards and forwards. Or indeed why there is a UK level in this at all - why not just have a large, skilled, well managed central team of engineers in Germany?

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[Jasper4S]

I work in IT and I dislike communication through tickets. Nobody really wins. My advice, push hard on your dealer, the ticket creators. They are the problem owners and should do anything to get issues solved. They seem to accept 2-3 days to get an answer, but they could and should push and push and push.

The people processing the tickets are essentially ticket solvers. They focus only on the literal request in the ticket, often ignoring the underlying problem. Their priority is to close the ticket as quickly as possible, probably driven by KPIs.

The people submitting tickets are the problem owners. Yet they often act as if they’re not responsible at all, shifting blame onto the ticket solvers for delays, incomplete solutions, or poor communication.

 

[anonymouse]

Yes that’s a common issue with ticket-based systems. Unfortunately Porsche has given them no other contact channel so they can’t just pick up the phone (although that basic skill has been forgotten by everyone under 25 it seems )

Actually the system is even more poorly designed. i found a new hypothesis for my car’s issue and suggested adding it to the queued problem. I was told that doing so would moves the ticket to the back of the queue and the clock starts again!

 

[Voltaire]

I too am currently dealing with exactly this. 73 days ago all the connected services in my car became disconnected services. I called Porsche NA directly since dealers haven't had much success resolving these problems on their own. Thus began my latest repair odyssey.

I waited nearly 2 weeks for the list of suggested steps to come back from Germany. Once that arrived I could make an appointment...5 weeks later when a loaner was available. I waived goodbye to the car nearly 2 weeks ago. The techs went through all the steps Porsche provided, but still nothing can connect. They asked for permission to replace the conbox. Days passed. Another list of things to try arrived. They're part way through that now.

I may just move over to the Macan forum while I wait to see if Porsche can fix its software mess. (I did get a Macan 4s EV for a loaner this time. I like the electric version better than the gas one.)

 

[Dee]

My dealer is just fantastic (Porsche Centrum Twente).
They are quick, they push and they are well informed and skillful.
And it is a premium feeling, always get a decent loaner.
Absolutely nothing to complain.

 

[anonymouse]

My dealer is just fantastic (Porsche Centrum Twente).

Well my current OPC also really tries hard. For example, they will pre-order parts while waiting for advice/authorisation from Porsche GB, which can save a few days on each cycle.

But it breaks down when they are "stumped", which happens quite often with a software issue,: they end up in the queue for a national service that takes 1-3 days to respond. I wonder whether you haven't experienced that yet, or the queue process is more instantaneous in the Netherlands?

Also you are lucky to have a dealer who can give a loan car. In the UK there is a 1-2 month wait at most OPCs to get a booking which has a loan car.

Maybe next time I'll drive over to NL

 

[anonymouse]

Another list of things to try arrived. They're part way through that now.

Same symptoms as mine? (J1.2 Taycan, shows 4G connection but no services and can't log in). If so, any chance you could find out what those things are and I will pass it to my OPC? I'm trying to shortcut the process to get my car back for an imminent 3000-mile road trip!

 

[Dee]

But it breaks down when they are "stumped", which happens quite often with a software issue,: they end up in the queue for a national service that takes 1-3 days to respond. I wonder whether you haven't experienced that yet, or the queue process is more instantaneous in the Netherlands?

They are fantastic with software.
Updates, coding (in the first year I had my OTA module replaced twice).
They even offer lowering by software if you want.
They haven't bricked one single car, I know cuz I know the guy.
He's one smart dude and knows everything about software, even when the Taycan first came out.
They are well trained, take initiative, have a great working atmosphere (which helps a lot) and are willing to tell how things work and what they've done on the car.

 

[CraigUrch]

For what it's worth, it's the same process for the ICE cars and just as bad. My wife's Boxster sat 6 weeks with our dealer while Germany tried to figure out what was wrong, at least they generally have loaners readily available. Turns out a redesigned fuel injector that was supposed to be compatible wasn't, and it wasn't Germany that figured it out it was their local tech who suspected that was the issue and finally found a new version of the old part in Canada and had is shipped in.

 

[Scandinavian]

They are fantastic with software.
Updates, coding (in the first year I had my OTA module replaced twice).
They even offer lowering by software if you want.
They haven't bricked one single car, I know cuz I know the guy.
He's one smart dude and knows everything about software, even when the Taycan first came out.
They are well trained, take initiative, have a great working atmosphere (which helps a lot) and are willing to tell how things work and what they've done on the car.

You are really lucky to have so well trained service technicians available. I wish the skills for the Taycan had been much more widespread. It looks like most dealers I have had to use have needed to discuss at length with Germany as the local skill level has had some gaps.

On the loaner front it has been a real disaster. My local dealer where I bought the carfrom only has a clapped out Audi A1 as a loaner and its seldom available. At one stage that I got the loaner I could not even get it up the hill to my house because the clutch was completely worn out. The engine revved by no movement! Very disappointed with this aspect of the service from Porsche dealer.

 

[Voltaire]

Same symptoms as mine? (J1.2 Taycan, shows 4G connection but no services and can't log in). If so, any chance you could find out what those things are and I will pass it to my OPC? I'm trying to shortcut the process to get my car back for an imminent 3000-mile road trip!

Mostly - it shows a 4G connection and no services, but I've been logged in the whole time. I suspect that if I logged out I wouldn't be able to log back in, but I didn't actually want to try that.

I've been trying to get my hands on the list of tasks ever since Porsche told me they were going to send it over. So far I have a handful of promises, but no list. I will try again as soon as I talk to them. As of now, it's a list of things that didn't work, but there do seem to be differences between different cars that have this problem. If I can get it, I'll put it here.

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