I used them when i had a boxster earlier this year. very condescending staff and awful, unprofessional service. Initially, they refused to honour the warranty and only did so after the dealer i had bought the car from intervened.
my car went in for an ecu malfunction, which took weeks to sort out, and came back with with the wheel alignment ruined. throughout the process, the communication was pathetic and they acted as if they were doing me a favour. mid-way, they changed the person handling my issue and there was no end to the confusion resulting from that. at the end, the lady handling my account was shameless enough to say that i'd receive a request for a review and that she "expected" a 9 or 10/10.
I wouldn't use them if i had a choice.
here's the letter i wrote to the head of the dealership and head of service:
Dear David & Franc,
I had my car (xxx) in for repairs with your dealership. Initially, there was a problem with the ECU, but when I took the car back there was a problem in the wheel alignment. So I had to return it.
On the first occasion, XXX was handling my account. On the second, it was YYY, though there seemed to be an awful lot of confusion about who was responsible.
I received a very mediocre level of service throughout the 5-6 weeks that you had my car. While taking delivery for the second time, YYY mentioned that I'd receive a feedback form. I was hoping to air my views through that, but it hasn't arrived yet. So I'm writing to you.
1) The reason I brought the car in for the first time was that the roof drains had failed and as a result the compartment containing the ECU was flooded. After he received a report from your service centre, XXX informed me that the bill would be around £1,600. When I let him know that the car was under warranty, he said he'd check with Porsche but later mentioned that they were unwilling to allow that repair under warranty.
As a result, I had to get the dealer I bought the car from (Dick Lovett, Swindon) involved. They were more than happy to help out and within a few days, they had managed to obtain the approval. And throughout the process, they regularly kept me informed about how the process was going (which was very different from the standards at your dealership, as I'll mention in a subsequent point).
It was clear that your dealership couldn't be really bothered to work on my behalf and were only interested in taking my money.
2) By far the most frustrating aspect of dealing with you guys that most of the time your people couldn't be bothered to return my calls. More often than not, if I left a message requesting them to call back when they had a few minutes, I had to call back several hours later. They NEVER apologised for not calling back. Either your reception wasn't passing messages or your service staff is a bit too precious.
3) When I took the car back on the first occasion, I checked with YYY whether the tyres had been inflated (because the car hadn't been driven for over a month). She confidently replied that they were. In fact, the car felt very sluggish the minute I started driving it and when I turned in to the first petrol station I found, I discovered that the tyres were hopelessly deflated.
Even after inflating the tyres, it was obvious that the car was pulling to one side and the engine felt sluggish. It turned out that the wheel alignment was off. I'm amazed that you guys thought it was ok to return the car in that state.
4) I was promised my car would be looked at in 2-3 days (on the second occasion). However, it wasn't examined for around 2 weeks after that. At no point did YYY get in touch with me to let me know that there was a delay, let alone apologising for it. I had to keep checking every couple of days and I would just get a matter of fact response that there was a long queue. In fact this lack of communication was a theme with XXX too. I was the one who had to keep following up.
5) Towards the end of the process, I was so cheesed off that I asked YYY to send me the contact details of the senior-most person in the dealership, in order to complain. Needless to say, I didn't get those details. I only managed to get your email ids by calling the reception.
Of course, that didn't stop YYY from letting me know that while I was free to rate her as I chose, she was 'expecting a 9 or 10" on the feedback form that I would be receiving. I was too jaded to laugh by then.
I intend to be a Porsche owner for some time to come as I love the cars. But I'm dreading the thought of interacting with you guys again as you're my nearest dealership.
Best
(Porscheophile).