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Mr T
Newbie


Joined: 04 Apr 2008
Posts: 27



PostPosted: Tue Jul 10, 2012 10:13 am    Post subject: Contact details for Porsche GB management or ombudsman Reply with quote

Please can anyone provide me with this information as I am dissatisfied with the response i have received from Customer Assistance

(Previous thread in 997 forum)

thanks

talat
 
  
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spectraluk
Approved Trader


Joined: 30 Mar 2010
Posts: 2188
Location: Top o' the world!

2004 Porsche 996 Carrera 4S

PostPosted: Tue Jul 10, 2012 10:45 am    Post subject: Re: Contact details for Porsche GB management or ombudsman Reply with quote

Mr T wrote:
I am dissatisfied with the response i have received from Customer Assistance


Really?? That does surprise me. NOT! Cool
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PeterS
Fuji


Joined: 01 Nov 2009
Posts: 9293
Location: Solihull

2003 Porsche 996 Carrera 2

PostPosted: Tue Jul 10, 2012 11:14 am    Post subject: Reply with quote

What Ombudsman are you referring too?
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GT4
Nordschleife
Nordschleife


Joined: 08 Nov 2008
Posts: 30174
Location: Hertfordshire and Hampshire


PostPosted: Tue Jul 10, 2012 11:25 am    Post subject: Reply with quote

OfPork.
 
  
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Ocean Blue
Kyalami


Joined: 04 Jul 2009
Posts: 1788



PostPosted: Tue Jul 10, 2012 11:35 am    Post subject: Reply with quote

GT4,
For some reason I suspect your not being serious about the Ombudsgermancarsman Question
 
  
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Red993C4
Magny-Cours


Joined: 09 Dec 2010
Posts: 2723
Location: S. Wales


PostPosted: Tue Jul 10, 2012 11:43 am    Post subject: Re: Contact details for Porsche GB management or ombudsman Reply with quote

Mr T wrote:
Please can anyone provide me with this information as I am dissatisfied with the response i have received from Customer Assistance

(Previous thread in 997 forum)

thanks

talat


Unclear whether the Customer Assistance you refer to is at an OPC or at Reading. Dont know
Why don't you "escalate" the matter by telling your last contact person that you are dissatisfied with his response and want to raise the issue at a higher level for further review?
If your complaint has any merit it might prompt him to rethink the situation in order to "cover his ass". If he doesn't, you will know the right person/department to contact.
 
  
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Mr T
Newbie


Joined: 04 Apr 2008
Posts: 27



PostPosted: Tue Jul 10, 2012 12:40 pm    Post subject: Reply with quote

customer assistance at reading

I have asked her for the name of someone more senior or how to take complaint to ombudsman

deafening silence to date on both requests
 
  
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clinchy993
Long Beach


Joined: 01 Jan 2007
Posts: 6762



PostPosted: Tue Jul 10, 2012 12:51 pm    Post subject: Reply with quote

Mr T wrote:
customer assistance at reading

I have asked her for the name of someone more senior or how to take complaint to ombudsman

deafening silence to date on both requests


Depends what type of complaint you have most on here will be happy to point you in the right direction but you need to be a bit more specific

I would guess from this list Financial or Legal




There are a number of ombudsmen:

* the Parliamentary and Health Service Ombudsman who investigates complaints about government departments and certain other public bodies. They can also look into complaints about NHS hospitals or community health services
* the Local Government Ombudsman who investigates complaints about local councils and some other local organisations
* the Financial Ombudsman Service
* the European Ombudsman
* the Legal Ombudsman
* the Property Ombudsman
* the Housing Ombudsman
* the Prisons and Probation Ombudsman.
* the Ombudsman Services: Energy.
 
  
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akis
Nürburgring


Joined: 10 Mar 2012
Posts: 481
Location: Norfolk (and no I'm not using the 993 as a tractor!)


PostPosted: Tue Jul 10, 2012 1:35 pm    Post subject: Reply with quote

GT4 wrote:
OfPork.


I'm baking your pardon ??
 
  
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akis
Nürburgring


Joined: 10 Mar 2012
Posts: 481
Location: Norfolk (and no I'm not using the 993 as a tractor!)


PostPosted: Tue Jul 10, 2012 1:37 pm    Post subject: Reply with quote

clinchy993 wrote:
Mr T wrote:
customer assistance at reading

I have asked her for the name of someone more senior or how to take complaint to ombudsman

deafening silence to date on both requests


Depends what type of complaint you have most on here will be happy to point you in the right direction but you need to be a bit more specific

I would guess from this list Financial or Legal




There are a number of ombudsmen:

* the Parliamentary and Health Service Ombudsman who investigates complaints about government departments and certain other public bodies. They can also look into complaints about NHS hospitals or community health services
* the Local Government Ombudsman who investigates complaints about local councils and some other local organisations
* the Financial Ombudsman Service
* the European Ombudsman
* the Legal Ombudsman
* the Property Ombudsman
* the Housing Ombudsman
* the Prisons and Probation Ombudsman.
* the Ombudsman Services: Energy.


Bearing in mind this is a car forum, I guess it the second from last one that he's after Thumb Grin
 
  
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Mr T
Newbie


Joined: 04 Apr 2008
Posts: 27



PostPosted: Tue Jul 10, 2012 2:12 pm    Post subject: Reply with quote

not sure if any of those fit

porsche owner > 20 years

my experience of water ingress issues spans 3 cars

997 - last bill £1400 for drying carpets and replacing telephone module

996 - destroyed ecu

968 - destroyed everything in rear arch cubby hole in boot

have had enough

won't be buying 991

t
 
  
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PeterS
Fuji


Joined: 01 Nov 2009
Posts: 9293
Location: Solihull

2003 Porsche 996 Carrera 2

PostPosted: Tue Jul 10, 2012 2:20 pm    Post subject: Reply with quote

Mr T wrote:
customer assistance at reading

I have asked her ......... how to take complaint to ombudsman

deafening silence to date on both requests


I don't think you have grasped the point we were making.
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cyruspower
Paul Ricard


Joined: 30 Jul 2009
Posts: 3461


1996 Porsche 993 Carrera 2

PostPosted: Tue Jul 10, 2012 2:44 pm    Post subject: Reply with quote

Toad in the hole.


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akis
Nürburgring


Joined: 10 Mar 2012
Posts: 481
Location: Norfolk (and no I'm not using the 993 as a tractor!)


PostPosted: Tue Jul 10, 2012 2:45 pm    Post subject: Reply with quote

Floor Floor
 
  
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GT4
Nordschleife
Nordschleife


Joined: 08 Nov 2008
Posts: 30174
Location: Hertfordshire and Hampshire


PostPosted: Tue Jul 10, 2012 6:23 pm    Post subject: Reply with quote

Can you take out the sausage and reuse the toad?
 
  
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Mr T
Newbie


Joined: 04 Apr 2008
Posts: 27



PostPosted: Tue Jul 10, 2012 7:25 pm    Post subject: Reply with quote

PeterS

I think you are correct

I haven't grasped the point you were making

A few years ago I placed a deposit on a Cayenne before they were launched

The OPC changed hands and came under the umbrella of a nationwide group

My deposit paperwork got "misfiled" during the transfer and nobody was willing to sort it out

I eventually found out email address of Porsche's CEO and copied him into the recorded delivery

Strangely, I was phoned and informed that my deposit had been "found" within 48 hours of me sending the letter
 
  
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Red993C4
Magny-Cours


Joined: 09 Dec 2010
Posts: 2723
Location: S. Wales


PostPosted: Tue Jul 10, 2012 7:44 pm    Post subject: Reply with quote

Mr T wrote:
PeterS

I think you are correct

I haven't grasped the point you were making

A few years ago I placed a deposit on a Cayenne before they were launched

The OPC changed hands and came under the umbrella of a nationwide group

My deposit paperwork got "misfiled" during the transfer and nobody was willing to sort it out

I eventually found out email address of Porsche's CEO and copied him into the recorded delivery

Strangely, I was phoned and informed that my deposit had been "found" within 48 hours of me sending the letter


Knowing that they might be called on to justify themselves can do wonders to concentrate people's minds, which is why I suggested above that you ask them for the name of a contact to escalate the matter.
If they fail to respond to that request, you could inform them that you'll be forced to do take a "top down" approach in following up on it.

This will only really help you if your complaint has some merit, which it clearly did in the case of a lost deposit.
 
  
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Roro
Long Beach


Joined: 01 Oct 2010
Posts: 6401



PostPosted: Tue Jul 10, 2012 8:01 pm    Post subject: Reply with quote

Drop the SMMT a line tomorrow and see if they can help point you in the right direction

http://www.smmt.co.uk/members-lounge/member-services/support-services/consumer-advice/

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"Consumer advice

SMMT supports the work of consumer champion ‘Motor Codes’. This organisation is responsible for raising industry standards, offering advice and carrying out dispute resolution. For more information, go to www.motorcodes.co.uk.

Motor Codes

Motor Codes operates three Motor Industry Codes of Practice that raise and maintain standards in the Service and Repair, New Car and Vehicle Warranty sectors.

The New Car Code covers over 99% of all new cars sold in the UK and regulates the advertising, sale, warranty, replacement parts availability and complaint handling processes for new cars.

The Vehicle Warranty Products Code represents about 70% of the industry’s major providers that administer over three million products. It covers a wide range of automotive warranty and insurance products, providing protection, advice and raising standards.

The Service and Repair Code helps motorists to identify responsible garages, offers a structured complaints procedure and promotes good customer service. More than 6,500 garages in the UK subscribe to the Code and millions of motorists benefit from its protection and standards in addition to the free advice line and dispute resolution service.

The Code commits subscribing garages to:

Honest and fair service.
Open and transparent pricing.
Completing work as agreed.
Invoices that match quoted prices.
Competent and conscientious staff.
A straightforward and swift complaints procedure.
It offers motorists:

A free motoring advice line (0800 692 0825).
An online Garage Finder tool to locate the nearest reputable garage.
Free conciliation and low cost, legally binding arbitration.
For further information on Motor Codes visit www.motorcodes.co.uk.

Alternatively contact the free advice line on 0800 692 0825."
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sparky1pq
Spa-Francorchamps


Joined: 16 Jul 2011
Posts: 291
Location: North West

1996 Porsche 993 Carrera 4

PostPosted: Tue Jul 10, 2012 8:13 pm    Post subject: Reply with quote

Apparently the CEO / MD of Porsche GB is Chris Craft (chris.craft@porsche.co.uk). I've not verified this myself.
 
  
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berni29
Watkins Glen


Joined: 24 Oct 2009
Posts: 2205
Location: Kent


PostPosted: Wed Jul 11, 2012 9:26 am    Post subject: Reply with quote

Hi

I remember when my brother in law bought a 997 and got constantly wet carpets. Was the door membrane. At the time it was not widely known as a problem, but I think everyone knows now.

All the best and hope you get satisfaction.

Berni
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