Declan

Pitiful level of service

I put a Macan Turbo into Swindon for repair of the well known transmission issue on the 6th of September having booked it in 3 weeks before. They rang me to say it was finished and ready for collection on the 7th October, and I went to collect on the 12th as I had no courtesy vehicle and had to arrange for someone to take me there. After paying over £3,300 for the repair in good faith and getting my keys back. I didn't even get to the M4 roundabout - less than 0.5 miles - for the fault to re-appear. Naturally I went back immediately to complain and the service manager said he would look into the issue and come back to me leaving the car with them. On the 31st October after hearing absolutely nothing for over two weeks I raised a formal complaint with Dick Lovett head office, as well as Porsche GB and served them with formal 14 days to fix my car and deliver it free of faults. I shouldn't really have to do that, and I think I have been more than reasonable. The response - an email from the same service manager saying he was looking into the issue after two days, and I am still waiting for an answer. Does that suggest he and his team did nothing from the 12th to the 31st - I think so. But more importantly, they have still done nothing. So 29 days after my car was supposed to be fixed, and two months after it was first delivered to them, I am still waiting for any semblence of an ounce of customer care or service. Needless to say, as an example of customer handling I will let you draw your own conclusions, as neither Dick Lovett Group at Head Office nor Porsche GB seem to care about their customer experience. I have been very tolerant of the situation, but did say I would have to share my experience on social media if the matter wasn't resolved, so I will let any readers decide if this is what they expect from a premium brand never mind a main stream one, and if anyone feels I am being unreasonable. Be warned as sadly I can't choose to go outside the Lovett network as they have the franchise in Swindon, Bristol and Gloucestershire. Would that service encourage you to buy a Porsche?