Rennteam 2.0 - EN - Forum - Re: Warranty - Page1

Sep 2, 2008 8:13:46 PM

Leawood911: Rennteam VIP; Loc: Kansas, USA , United States; Posts: 6924, Gallery; Registered on: Aug 29, 2006

Warranty

Noticed a defect on my windshield last week and called my local body shop to get an idea of what it would cost to replace it. I thought I would do this prior to getting with the dealer. Called the dealer today, after the long Labor day weekend to see if he would take a look at it under warranty - he indicated that my warranty ran out on 8/30 (last Saturday) and that I was now out of luck. Does it seem reasonable that if I call the first business day after my warranty ran out on a weekend that they would still take a look at an issue under warranty? Maybe it's just me but that is a little harsh. I even called the dealer on Saturday to inquire about the windshield but they indicated they were closed until after Labor day.

What to do? Lesson is that you should know when your warranty runs out. Do not count on your service manager to call you to tell you it is about to run out.

Advice?

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Sep 2, 2008 8:19:29 PM

roadtrip: Veteran; Loc: new mexico, usa; Posts: 1172, Gallery; Registered on: May 31, 2006; Reply to: Leawood911

Re: Warranty

typical cheeky porsche customer service...persue it up the porsche hierarchy and hope it lands on someones computer that gives a s_ _t about customer service....perhaps a former lexus employee...good luck

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Sep 2, 2008 8:27:00 PM

fritz: Rennteam VIP; Loc: BaWü , Germany; Posts: 10248, Gallery; Registered on: Jul 23, 2003; Reply to: Leawood911

Re: Warranty

Quote:
Leawood911 said:
Noticed a defect on my windshield last week and called my local body shop to get an idea of what it would cost to replace it. I thought I would do this prior to getting with the dealer. Called the dealer today, after the long Labor day weekend to see if he would take a look at it under warranty - he indicated that my warranty ran out on 8/30 (last Saturday) and that I was now out of luck. Does it seem reasonable that if I call the first business day after my warranty ran out on a weekend that they would still take a look at an issue under warranty? Maybe it's just me but that is a little harsh. I even called the dealer on Saturday to inquire about the windshield but they indicated they were closed until after Labor day.

What to do? Lesson is that you should know when your warranty runs out. Do not count on your service manager to call you to tell you it is about to run out.

Advice?

Spontaneous reaction (assuming the problem was something which should be covered by warranty

):

1) Call back and ask them if they are planning on winding up their business soon, since they don't seem to be doing much to win your future business,

or

2) Tell them to call Atlanta and ask PCNA to explain the concept of "goodwill" to them?

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Sep 3, 2008 12:01:02 AM

MMD: Rennteam VIP; Loc: usa; Posts: 9652, Gallery; Registered on: Dec 16, 2004; Reply to: fritz

Re: Warranty

What's the defect Leawood? If minor (not a crack) forget about it (IMO).

The risks associated with getting the windshield replaced (leakage, bad worksmanship, dents, scratches to dash leather and trim) might be worse than living with a minor defect.

Sooooo, I dunno..., maybe just save your energy, time and frustration and just live with the "nothing's perfect" aspect of life.

Besides, if you DO manage to get them to install a new windshield, after all that trouble and risk, two weeks later an errant highway stone might crack it.

More: Supposedly the _original_ factory-installed windshield is the best the car will ever have.

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Sep 3, 2008 3:13:04 AM

Leawood911: Rennteam VIP; Loc: Kansas, USA , United States; Posts: 6924, Gallery; Registered on: Aug 29, 2006; Reply to: MMD

Re: Warranty

What's the defect Leawood? If minor (not a crack) forget about it (IMO).
- The defect may be of interest to all who like to bounce around in sport mode like I do. The windshield has a hairline crack (one of the layers of the glass - the outside layer) that runs from the far right side edge to the center of the window, horizontally about 4 inches up from the base of the window. There are no rock chips or impacts any where near the crack - but, and this is a killer - I just got (the first) two big hits (high in the window, left and right) last weekend returning from a long drive. Regardless, (I don't care that much about the warranty - but it is typical for this dealer

), the crack looks like a stress fracture from too many hours in sport mode shock setting. Going to replace the window in the next week or so. Local dealer price is $707 part only + 3 hours, going to try Sunset Porsche like I always do for just the part, looks like it will be around $900 when it is all said and done so that's cool.
Still, it is interesting to note that this hairline crack is very difficult to spot - looks almost like one of the antena wires. Look to see if your window has one of these cracks - certainly before your waranty runs out. I would be impressed if a service manager called a week or so prior to the warranty running out as a reminder. Oh well, just a suggestion.

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Sep 3, 2008 10:29:46 AM

Ferdie: Rennteam VIP; Loc: Europe , Germany; Posts: 8235, Gallery; Registered on: Jul 2, 2004; Reply to: Leawood911

Re: Warranty

Is this the only dealership around? Would consider talking to a service manager of another dealership around, if you are projecting future sales on them they might show some adequate effort. There might be a goodwill act by Porsche on that account but I assume you will not find out prior to installation.

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Sep 3, 2008 12:02:45 PM

RAKLAW: Co-Pilot; Loc: Westchester, NY; Posts: 233, Gallery; Registered on: Oct 6, 2005; Reply to: Ferdie

Re: Warranty

Having lived in Leawood in Royce, and purchasing PCars and Jaguars, am curious if you are dealing with Aristocrat?

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Sep 3, 2008 2:21:26 PM

easy_rider911: Rennteam VIP; Loc: London , United Kingdom; Posts: 22190, Gallery; Registered on: Nov 8, 2004; Reply to: RAKLAW

Re: Warranty

I've never been contacted by my local dealership (BMW or Porsche) about the imminent expiry of a warranty. What I have experienced is the UK importer/subsidiary (e.g. BMW GB and Porsche Cars GB) getting in touch with me about 1 month before warranty expiry to inform me about their extended warranty product. So the focus is less on reminding me of my about-to-expire warranty (to get any outstanding repairs done quickly before the warranty expires) but it's much more about selling me an extended warranty (as new business for them). But it all amounts to the same thing at the end of the day. They all want to make after-sales income

I think, Leawood911, that you might possibly have slipped through the cracks because you bought your car pre-owned rather than new. Having said that, despite purchasing a pre-owned car, I would, in your position, have notified my car ownership to PCNA to add the details on their database and possibly the databases of a few local dealerships. Just to stay on the radar...

I bought my own car from a German Porsche dealer. I notified my car ownership to PCGB even though I didn't buy it through a UK dealership that would import the car through them. It also helps PCGB inform me about any recalls or service campaigns too. They give me complimentary subscription to Christophorus and provide me with UK Porsche Assistance (rather than me having to call German Porsche Assistance). Obviously my warranty is worldwide so no problems there. But, all in all, PCGB have been so good about it and they have been treating me just like one of their usual UK customers.

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Sep 3, 2008 2:43:04 PM

JoeRockhead: Rennteam VIP; Loc: Topside , Monaco; Posts: 8033, Gallery; Registered on: Sep 17, 2007; Reply to: easy_rider911

Re: Warranty

I had a windshield replaced on a Mustang once. Every time I washed it or it rained I had an inch of water on the floor. If you get it done, make them do a leak test on it before you take it home.

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Sep 3, 2008 3:50:13 PM

MMD: Rennteam VIP; Loc: usa; Posts: 9652, Gallery; Registered on: Dec 16, 2004; Reply to: JoeRockhead

Re: Warranty

Who does Ferrari, MB, BMW windshields in your area? THAT's where I brought mine. Porsche dealer service might not have done enough of them to get it right. Matter of fact my P-sales guy hinted for me to go to local high-end auto glass specialty shop for my windshield replacement. Check it out; just a suggestion.

Definition of "getting it right:" no scratches to dash, no stripped fastener hardware (plastic and metal), no trim gouges, no retaining clips missing in battery compartment, etc.

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Sep 3, 2008 3:52:23 PM

easy_rider911: Rennteam VIP; Loc: London , United Kingdom; Posts: 22190, Gallery; Registered on: Nov 8, 2004; Reply to: MMD

Re: Warranty

If you go to a 3rd party, just be careful that they don't interfere/spoil other things that are in some way connected to the front windscreen e.g. rain sensing wipers

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Sep 4, 2008 7:27:54 PM

Leawood911: Rennteam VIP; Loc: Kansas, USA , United States; Posts: 6924, Gallery; Registered on: Aug 29, 2006; Reply to: RAKLAW

Re: Warranty

Quote:
RAKLAW said:
Having lived in Leawood in Royce, and purchasing PCars and Jaguars, am curious if you are dealing with Aristocrat?

Unfortunatly - yes. After 20 years of Porsches in KC I am so sick of the dealers this town has had, the last good one was Bunker - but I went to school with his son.

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Sep 4, 2008 7:33:53 PM

Leawood911: Rennteam VIP; Loc: Kansas, USA , United States; Posts: 6924, Gallery; Registered on: Aug 29, 2006; Reply to: easy_rider911

Re: Warranty

Quote:
easy_rider911 said:
If you go to a 3rd party, just be careful that they don't interfere/spoil other things that are in some way connected to the front windscreen e.g. rain sensing wipers

Thanks for everyones advice, it is always nice to know there is support for our issues. Keep in mind that this little stress crack is hard to spot so keep an eye on your windshields to see if you get one as well- especially easyrider_911 with the -20 mm suspension.

Going to get the windshiel fixed at the best windshield place in town and then heading for Topeka to buy a new FL 997. Anyone interested in my 997S - w/new windshield? Still want to ship it to Europe for a brief tour and then sale.

Cheers and thanks again to all for your concern and great suggestions.

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Sep 5, 2008 4:43:44 AM

911freak: Newbie; Loc: Los Angeles, CA; Posts: 48, Gallery; Registered on: Aug 13, 2008; Reply to: Leawood911

Re: Warranty

I have never had a BMW, Range Rover, or Mercedes dealer call me to inform me that my warranty is coming to an end, and I certainly don't expect my Porsche dealer to either. Why should they, it's a potential loss. Customer service takes a back seat to making money unfortunately.

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Sep 5, 2008 6:27:53 PM

Minok: Co-Pilot; Loc: Pacific Northwest; Posts: 263, Gallery; Registered on: Jun 29, 2008; Reply to: 911freak

Re: Warranty

I'd say that knowing when your warranty expires is your own responsibility. Thinking a dealer or manufacturer will hold your hand is a bit much I feel. Come one, be an adult here. Take some personal responsibility.

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Sep 6, 2008 8:53:07 PM

Leawood911: Rennteam VIP; Loc: Kansas, USA , United States; Posts: 6924, Gallery; Registered on: Aug 29, 2006; Reply to: Minok

Re: Warranty

I have no problem taking responsibilty, please give me some credit. But I am a customer service oriented person and have owned many businesses - from a business perspective it's to the dealers advantage to do warranty work anytime possible - it gets the customers into the door of the dealership and can build a great relationship. What a waste of resources and opportunity to not take advantage of warranty work. They get an allowance from the manufacturer to do it. By itself the warranty work, if you are a good shop, can be very profitable. Many car dealers WANT your warranty business and do bend over backwards to get it. Even if this is the only Porsche dealer in town, turning down the chance to even evaluate a warranty claim such as mine, given that I have owned 7 Porsches over almost 30 years continously (since I was just 15), is an interesting business move to say the least.

No I am not complaining that they did not let me know about the warranty expiring, the car has been and remains totally trouble free and I doubt they would have covered the windshield damage under warranty. What I was intending to convey was that I would be impressed and it would be smart business to contact the owners of expiring warranties if that information is available (not just to sell extended warranties).
Cheers

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Sep 6, 2008 9:13:32 PM

MMD: Rennteam VIP; Loc: usa; Posts: 9652, Gallery; Registered on: Dec 16, 2004; Reply to: Leawood911

Re: Warranty

There's too many things going on in people's lives. I can't remember when my cars come up for warranty. The mfgr should send us a email or Post card.

The crazy thing?

Some aftermarket (possibly fly-by-night) extended warranty outfits recently got my car purchase dates (by hacking info?) and have sent me "Warranty Expiration" notices.

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Sep 7, 2008 10:06:10 AM

John H: Rennteam VIP; Loc: Cheshire, UK , United Kingdom; Posts: 7685, Gallery; Registered on: Oct 20, 2005; Reply to: MMD

Re: Warranty

Quote:
MMD said:
There's too many things going on in people's lives. I can't remember when my cars come up for warranty. The mfgr should send us a email or Post card.

MMD - why not use a computer-based diary which rolls on year after year?

That way you never forget renewal dates for anything. Neither will you forget birthdays, anniversaries etc.

Just remember to back it up everytime.

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Sep 7, 2008 5:46:30 PM

MMD: Rennteam VIP; Loc: usa; Posts: 9652, Gallery; Registered on: Dec 16, 2004; Reply to: John H

Re: Warranty

Quote:
John H said:
Quote:
MMD said:
There's too many things going on in people's lives. I can't remember when my cars come up for warranty. The mfgr should send us a email or Post card.

MMD - why not use a computer-based diary which rolls on year after year?

That way you never forget renewal dates for anything. Neither will you forget birthdays, anniversaries etc.

Just remember to back it up everytime.

Yup. Thanks for the prompting, Buddy.

Darn good idea. I should stop being plagued by loose ends and finally do something about organizing them.

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Sep 9, 2008 8:28:10 PM

Minok: Co-Pilot; Loc: Pacific Northwest; Posts: 263, Gallery; Registered on: Jun 29, 2008; Reply to: MMD

Re: Warranty

Quote:
MMD said:
There's too many things going on in people's lives. I can't remember when my cars come up for warranty. The mfgr should send us a email or Post card.

The crazy thing?

Some aftermarket (possibly fly-by-night) extended warranty outfits recently got my car purchase dates (by hacking info?) and have sent me "Warranty Expiration" notices.

Using public license/registration databases?

I get those mailers too and file them in the big circle in my house.

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