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Hello Nor'easters!

New owner in Boston. Coming from mostly domestics and the wife's 3.0 liter inline six-powered sedan :)

08 Cayman, Speed Yellow, 5sp... pretty basic with a few cosmetic options.

The car has been a hoot to drive, even if my last ride was a 440rwhp dragstrip toy. Unfortunately, I'm this close to pulling the trigger on sending a complaint letter to PCNA/ Porsche of Stratham, NH.

Message body is below and I'm wondering if I'm still a little too heated after today's experience. Comments?
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Two months ago I purchased my first Porsche vehicle- a 2008 Speed Yellow Cayman. I have been very happy with the daily satisfaction and smile it brings to my face each time I start a drive. However, after today (and 1647 miles) I've become a little disenchanted with the Porsche Experience.

I purchased the vehicle from Porsche/ Audi of Stratham, NH as a new, untitled 2008 model. As could be expected, there were approximately 320 miles on the odometer. After negotiating what I thought was a fair deal for an out of production but yet "new" car, I was ready to take delivery. In retrospect I have to say that my delivery was rushed and surely not to standard. My sales specialist was apparently in a hurry or sure that I, as an auto enthusiast, would know all there is to know about the vehicle. I'll quote him, "this will be the fastest delivery I've ever done" (we were very close to closing time). I received a brief overview of the door locks, the mirror controls, gear selector and signal stalks... all by pointing through the open driver's door. Admittedly Bob Ludwig spends his time on the Audi side; however, he did not sit in the vehicle with me, did not review the function of each switch or otherwise spend any real time highlighting the details of my investment. I took his statements at face value and proceeded to drive across the street to a grocery store parking lot to familiarize myself with the controls for my 50-mile trip home.

A few days later I noticed that the rear deck lid release on both key fobs were not functioning. I assumed that perhaps I could re-program the keys via a procedure in the owner's manual or such. I was wrong and decided to take the car in for repair today. While at a different local dealer, I looked at a Boxster in the showroom and noticed that my dashboard cup-holder trim panel looked different. Mine protruded slightly more than .25 of an inch, misaligned on the left side. I asked their service tech to take a peek at mine and confirm that the dash is definitely not correct. Also, the keys are fine, but the rear control box in the vehicle is defective.

I feel slightly let down that issues such as these were overlooked when selling a new vehicle- non-functioning electronics and visibly misaligned dash panels. But my disappointment only begins here.

While sitting in the other dealer's service department, I provided basic information to set up my account. I casually asked about my vehicle's in-service date and wanted to confirm that these issues would be handled at no expense to me. I learned that my in-service date was May 2008 instead of the October 2009 date told to me when I purchased the vehicle.

Looking back as I was signing my purchase contract on 12 October, I had explicitly inquired as to my in-service/ warranty start date to ensure that I would have warranty coverage until October 2013. I recall that I specifically asked this question to the Stratham finance manager Michael Jones. He confirmed that it was 12 October 2009, the date of purchase. Knowing that I had a full warranty term remaining on this vehicle was a tremendously important factor in my decision making process. I could have purchased a CPO S-model with similar overall warranty time and at a similar price. But I chose a new vehicle for the peace of mind I would have over the next four years.

I do not think it is unreasonable to expect the team to disclose that a "new" vehicle, sitting on the lot for some time, does not have a full warranty term. I find it unsatisfactory that neither my sales specialist or finance manager volunteered that information, especially when directly asked. With every 100% new vehicle I've purchased, it came with a 100% term warranty. Undoubtedly, a 100% new untitled car coming with 65% of it's warranty is something the buyer should know.

As I mentioned earlier, I am sorely disappointed with the direction my Porsche Experience has turned. I'm a car guy and a car nut and someone who wants to believe in the product and share my experiences. I'm a military officer who believes in integrity and answering questions accurately. I'm a manufacturing manager who believes in following processes to completion, even when pressed for time. I wish Porsche of Stratham would share my beliefs.

I'm providing this letter to both Porsche of Stratham and Porsche North America. I hope that the dealer renews it's sales training efforts and ensures employees research and answer customers' questions accurately.


Thank you for your time,
XXX
 

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I don't think you're out of line at all bringing the warranty issue to the attention of PCNA. I have heard that quite a few of the long-sitting 08's had their "ticket punched" before the actual customer delivery date. I have an 08 that was on the lot for 6 months before I purchased it and I haven't yet looked into the details of my warranty situation. I use mine as a daily driver and I'll probably top the miles before the date becomes an issue.

As for the cup holder issue, I know mine doesn't line up perfectly but it's close enough not to bother me. Yours may be farther off. If I remember correctly someone posted here that theirs was replaced under warranty because of misalignment.

I hope you continue to enjoy your car as I do mine but you surely deserve at least an official clarification on the warranty issue. I don't know if PCNA will make an accommodation in your case or not, let us know how it works out.
 

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It is not unusual to have the ticket punched on a car like this, heck in fact a lot of Porsche's November sales last month were early ticket punches and not actual "sales" as we would think of them. That being said, I would give PCNA and the dealer a chance to make it right and if they don't, then I think it is time to consult an attorney with regard to the laws involving fraud in your state. Hopefully you can work this out amicably though. You in-service date should have been shown to you on your documents when you received your car and signed all the paperwork. Do you have copies of your paperwork? Is the in-service date shown?
 

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Just something to look for, there have been cases where it was beneficial for a Porsche dealer to 'put a car in service' before selling it. In some of these cases, the cars went out as 'Certified Pre-owned', in which case you may have gotten more warranty than a new car. Are you sure this is not the case?
 

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Discussion Starter #5
Thank you all for the responses :)

I had heard that slow moving vehicles would eventually have the warranty started- that's why I specifically asked. I was referencing information I had learned here and wanted to make sure I had a full warranty. As for paperwork... I reviewed every document that I walked out with that day. There is no mention of a warranty start date, nor any reference to a CPO purchase or program perks. It was clearly indicated to me that this was a new vehicle (granted it had 300 miles).

In the past, I would have normally driven more miles causing my warranty to expire rather than hitting the time deadline. But once I moved to Boston, my mileage drastically dropped. In my last new vehicle, I ran out of time rather than mileage, and I expect to do the same with this (my commute is 6 miles RT). As a two-seater, my wife and son will never ride with me together, so I expect the mileage to accrue even more slowly. I'd like as many warranty months as I can get!

How about the tone and/ or wording? I'm not trying to be a pr!ck to them but honestly I probably would have gone the used CS route instead of a "new" C. I'm not quite remorseful, but I'm getting there :|
 

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I think your tone and wording is fine and you have every right to be upset. Your only fault in this whole matter is not telling the salesperson to "get your butt in the car and relax, were going to be here until I have all my questions answered". Hope you get the warranty issue squared away. The trim piece should be no problem getting fixed under warranty. The dealer should be happy to repair it for you as they'll be paid by PCNA for any work they do on your car. Stick with it and don't stop till you get the warranty extended.
 

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Just something to look for, there have been cases where it was beneficial for a Porsche dealer to 'put a car in service' before selling it. In some of these cases, the cars went out as 'Certified Pre-owned', in which case you may have gotten more warranty than a new car. Are you sure this is not the case?
I agree with Gator Bite...I leased a Certified Pre-Owned Porsche that had low mileage and the first thing I ask for was the length of the warranty...they told me that due to the fact it was a "certified pre-owned" car it was covered for the length of my lease (36 months)...they didn't hide that fact, they just assumed that I was aware...I DID get it in writing though...

Tom
 

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Your letter doesn't make it clear that you have made an attempt to have the selling dealer explain or correct the short comings you identify. Without first doing that and reporting the outcome the letter loses some impact.
 

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Your letter doesn't make it clear that you have made an attempt to have the selling dealer explain or correct the short comings you identify. Without first doing that and reporting the outcome the letter loses some impact.
+1. From the end of your letter, (where you say you're providing the letter to both the dealer and PCNA) I don't see where you have tried to resolve this with the dealer you got the car from. If you haven't, then it seems very early to get PCNA involved. The first question they will ask is "have you tried to work this out with the dealer?" If you have, and they refuse to deal with it, or their solution is unsatisfactory, then get PCNA involved. You want PCNA on your side, and getting them involved this early in the process will not do that.

You also spend a lot of time talking about the delivery experience - first it's not all that germane to your biggest problem, which is the warranty issue. Second, it's not all that clear why the delivery was happening so late in the day. Was that the dealer's fault? Were they pressuring you to take the car that night? Or, did you pressure them to get the car out the door? If you are/were so concerned about this part of the process, why not come back the next day or a more convenient day when all this could have been done properly. It feels like a bit of a red herring to me to put this into the letter that also copies PCNA. Remember, there's another side to the story (the dealer's) and you can bet PCNA will ask them for their side of it.

brad
 

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It sounds to me like your car might have been put into service as a Demo/Loaner (since 300+ miles seems a little high for a car just sitting on the lot - how far did they let you test drive it?).

I'm not sure in your case, but depending on the dealership and state your in, that may well have involved punching its clock earlier, and still selling the car as New, since the title was never transferred until you purchased it.

If it was indeed put into service early as a Demo or loaner, then I think they should have disclosed that to you when you bought it. I agree with SF and beez, you should probably have a conversation with the General Manager or Sales Manager (not the salesman) before sending your letter off to PCNA.
 

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I had a similar problem with the warranty card being punched by the Dealer approximately 4 months before I purchased the car. The 2008 CS was sold to me as new with 80 miles on the odometer and my paperwork indicated a new car purchase with the 80 miles. When I went to obtain the 1 year service at a different but more local Porsche dealership, I noticed the warranty date was different. I called the original dealership and talked to the manager. He looked into the sales paperwork and agreed that the car was sold to me new. He stated the card was punched because it was going to become a demo but never did (different issue but I have not been particularly concerned since the car only had 80 miles). He told me that he would extend the warranty for me to cover the 4 months and also agreed to cover expenses at another Porsche dealership if I took it somewhere else for warranty work during these last 4 months. This happened recently and I am waiting for his letter stating these resolutions.

I do not know if a warranty period can be changed from PNA once the card has been punched. Any of you have any experience? However, at least my Dealer acknowledged the issue and is giving me a solution. Thus, if you have not tried resolving this issue with your dealer, I recommend trying. If the Dealer does not help you and your paperwork clearly shows new car sale with no conditions about the shortened warranty, I think you are on solid ground to expect resolution from PNA.
 

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Certified registered return receipt to the GM or SM of the dealership or both. By name. In the letter, put a short deadline to contact you. And cc it to a lawyer - whether you send it to him or not.

This isn't an overlooked short period of in-service time; it's almost a year and a half. Two and half years of coverage is not four years. For his trouble and inconvenience, x96283 should ask for a free CPO, and should accept nothing less than dealer commitment to provide that year and half warranty coverage at their expense. And that commitment should be in writing from the GM.
 
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