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    Help with PCNA Atlanta-Please!

    I've had a running quality issue with Porsche Driver Selection and in total frustration wrote a letter 60 fays ago to CEO Detlev von Platen in Atlanta.  So far ZERO response.  Does anyone here have his email address?  Is he even the current CEO?


    Re: Help with PCNA Atlanta-Please!

    Are you really sure you want to raise the big guns for a Porsche Driver Selection issue?

    Just saying...

    I sent you a PM but think about the first line of this post first. 

    Yes, Mr. Detlev von Platen is still CEO of PCNA.


    --

    RC (Germany) - Rennteam Editor Porsche Panamera Turbo S, BMW X5M, Mercedes C63 AMG Coupe PP/DP, Mini Cooper S Countryman All4


    Re: Help with PCNA Atlanta-Please!

    In my opinion, in some instances this type of customer feedback/communication might be  appreciated even if the value of the product is not high (though in this case I do not know what specific product is  from Driver`s Selection). Sometimes CEOs are so far away from the reality and its customers that they can learn about issues that are deeply buried into the organization.


    --

    911 Club Coupe, 72' 911 Targa 2.4 S, 12' Audi S4 Avant


    Re: Help with PCNA Atlanta-Please!

    m4ever:

    In my opinion, in some instances this type of customer feedback/communication might be  appreciated even if the value of the product is not high (though in this case I do not know what specific product is  from Driver`s Selection). Sometimes CEOs are so far away from the reality and its customers that they can learn about issues that are deeply buried into the organization.

    From my recent experience with my delayed Panamera Turbo S, I can assure you, that CEOs are not far away at all from reality but you can't contact the CEO of a billion EUR company just because the leather of a Tequipment luggage item has a small stain and the local dealer won't accept a return. Smiley 

    I guess you get my point. Smiley

    Unfortunately the thread starter didn't mention any details, so I provided a little guidance via PM. I just hope it is worth it because like I said before, the big guns should be kept for big issues.


    --

    RC (Germany) - Rennteam Editor Porsche Panamera Turbo S, BMW X5M, Mercedes C63 AMG Coupe PP/DP, Mini Cooper S Countryman All4


    Re: Help with PCNA Atlanta-Please!

    I understand your frustration, but PCNA I'm sure thinks the dealer is their customer, and you are the dealer's customer, best bet is to work through your dealers regional rep.


    Re: Help with PCNA Atlanta-Please!

    stubenhocker:

    I understand your frustration, but PCNA I'm sure thinks the dealer is their customer, and you are the dealer's customer, best bet is to work through your dealers regional rep.

    I already told him but apparently he is very upset... Smiley


    --

    RC (Germany) - Rennteam Editor Porsche Panamera Turbo S, BMW X5M, Mercedes C63 AMG Coupe PP/DP, Mini Cooper S Countryman All4


    Re: Help with PCNA Atlanta-Please!

    stubenhocker:

    I understand your frustration, but PCNA I'm sure thinks the dealer is their customer, and you are the dealer's customer, best bet is to work through your dealers regional rep.

    +1


    --


    Re: Help with PCNA Atlanta-Please!

    I should clarify.......this began as a benign quality issue with Porsche Design Driver Selection in Duluth, Georgia and escalated into what I considered a significant management problem for PCNA.  It did not involve any dealer and after buying Porsches for over 60 years, I am well aware of the dealer/customer relationship.  Here in the US at least you can buy Porsche Design products over the internet and that was what triggered my frustration starting in April of this year.  This "Driver Selection" group, division or department, suffers from what I perceive to be total mismanagement and employees who interface with customers like me appear to be trained to dodge any responsibility for handling disatisfied customers.  As a former CEO,  I thought it would be helpfull for PCNA's CEO to be made aware of this problem.  I don't accept RC's opinion that Porsche's upper management are some elite group that shouldn't be addressed just because they have more serious dealer or product issues.  That might be the Euro way but hopefully it hasn't taken root here as yet. But.....I've consumed enough time and energy on this issue and this is my last post.  Now where the hell is the 991 Turbo???


    Re: Help with PCNA Atlanta-Please!

    RC, I do get your point . It would be good to understand what led the poster to escalate the complaint to the CEO . We don`t know which item the poster purchased and the value of it but some items in the Porsche Driver`s Selection can be very pricey (example the Porsche bycicle).

    Nevertheless, if your complaint is not addressed properly or at all I would also write to the CEO.  I will give you a concrete example : our company few years ago bought few Fiats for our reps which proved to be real lemons . We complained to the local dealer without the issues being solved (brand new cars). After a while and after several unsatisfactory replies we wrote an email directly to Marchionne.  The the reaction was instantaneous,some people lost their jobs and the cars were replaced.  The dealer was representing the Brand and failed to do so on an acceptable  level (or at least what you would expect from Fiat) . We moved the issue straight to the top and it worked pretty well.


    --

    911 Club Coupe, 72' 911 Targa 2.4 S, 12' Audi S4 Avant


     
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