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Re: SLR and Jay Leno.
A very entertaining read. Thanks for the link.
Too bad Porsche doesn't display Mercedes' level of customer involvement with the Carrera GT program. Mercedes can really take care of their prospects and make them feel welcome, not like some uninvited party crashers.
It proves the problem is not that Porsche's customer-unfreindliness derives from their simply being German. Mercedes has a much better understanding of what customers in this market segment regard as appropriate, and they're German, too.
Kudos to Mercedes
Too bad Porsche doesn't display Mercedes' level of customer involvement with the Carrera GT program. Mercedes can really take care of their prospects and make them feel welcome, not like some uninvited party crashers.
It proves the problem is not that Porsche's customer-unfreindliness derives from their simply being German. Mercedes has a much better understanding of what customers in this market segment regard as appropriate, and they're German, too.
Kudos to Mercedes
Re: SLR and Jay Leno.
A very entertaining read. Thanks for the link.
Too bad Porsche doesn't display Mercedes' level of customer involvement with the Carrera GT program. Mercedes can really take care of their prospects and make them feel welcome, not like some uninvited party crashers.
It proves the problem is not that Porsche's customer-unfreindliness derives from their simply being German. Mercedes has a much better understanding of what customers in this market segment regard as appropriate, and they're German, too.
Kudos to Mercedes
Too bad Porsche doesn't display Mercedes' level of customer involvement with the Carrera GT program. Mercedes can really take care of their prospects and make them feel welcome, not like some uninvited party crashers.
It proves the problem is not that Porsche's customer-unfreindliness derives from their simply being German. Mercedes has a much better understanding of what customers in this market segment regard as appropriate, and they're German, too.
Kudos to Mercedes
Re: SLR and Jay Leno.
Quote:
It proves the problem is not that Porsche's customer-unfreindliness derives from their simply being German. Mercedes has a much better understanding of what customers in this market segment regard as appropriate, and they're German, too.
Kudos to Mercedes
Whenever I shop here in Germany, I'm reminded WHERE I shop.
We Germans apparently still have a lack of understanding that the customer is the King and not the seller.There are some german shops and companies who started to understand that (my Mercedes dealer just gave me a SL500 as a loaner during the 3 days my E55 was staying there because he thought it would be fun
) but I'd say 80% still have to get the message. I sometimes drive 20-30 km to a customer just for a few Euros (and I'm really talking about 5 or 6 Euros 
) to satisfy his needs because I know (or hope) that next time he's spending more. And guess what, I don't charge him anything for the extra driving but most companies I know do. Just an example.I'm not sure it is Porsche Germany's fault, I know how dedicated they are to satisfy customers. It might also be a problem with organization of such events, maybe Porsche should think about hiring people like me and/or CR to take care of such events. If we get the resources, we'd put our full heart (and brains of course
) in it. But leaving such things to "outsiders" might not be easy for Porsche, so they do their own stuff with their own people and sometimes not all employees are really caring. Sad.
Re: SLR and Jay Leno.
Quote:
It proves the problem is not that Porsche's customer-unfreindliness derives from their simply being German. Mercedes has a much better understanding of what customers in this market segment regard as appropriate, and they're German, too.
Kudos to Mercedes
Whenever I shop here in Germany, I'm reminded WHERE I shop.
We Germans apparently still have a lack of understanding that the customer is the King and not the seller.There are some german shops and companies who started to understand that (my Mercedes dealer just gave me a SL500 as a loaner during the 3 days my E55 was staying there because he thought it would be fun
) but I'd say 80% still have to get the message. I sometimes drive 20-30 km to a customer just for a few Euros (and I'm really talking about 5 or 6 Euros ) to satisfy his needs because I know (or hope) that next time he's spending more. And guess what, I don't charge him anything for the extra driving but most companies I know do. Just an example.I'm not sure it is Porsche Germany's fault, I know how dedicated they are to satisfy customers. It might also be a problem with organization of such events, maybe Porsche should think about hiring people like me and/or CR to take care of such events. If we get the resources, we'd put our full heart (and brains of course
) in it. But leaving such things to "outsiders" might not be easy for Porsche, so they do their own stuff with their own people and sometimes not all employees are really caring. Sad.
Re: SLR and Jay Leno.
Porsche has always given the impression that the cars come first, customers second. I think the focus on the customer has strengthened recently, but I think that Porsche doesn't feel the need to cater to their customers to sell their product. Maybe if MB actually produced truly competitive cars, Porsche would do a better job at consumer-focus.
Re: SLR and Jay Leno.
Porsche has always given the impression that the cars come first, customers second. I think the focus on the customer has strengthened recently, but I think that Porsche doesn't feel the need to cater to their customers to sell their product. Maybe if MB actually produced truly competitive cars, Porsche would do a better job at consumer-focus.
Nov 6, 2003 10:11:38 PM
- SoCalHoosier
- Veteran
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- Loc: California , United States
- Posts: 896, Gallery
- Registered on: Jun 13, 2003
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Reply to:
RC
Re: SLR and Jay Leno.
I agree that Porsche is not the most customer savvy but they are still better than Audi. When my 996 would go in for some type of service my Porsche customer service rep would make sure to give me just about any car I wanted from Enterprise Rentals. My understanding is that Audi customers were limited to the basics... I'm talking about vehicles like the Pontiac Sunfire, Ford Escort, etc. According to the rep it was a recent policy change by Audi. 
Nov 6, 2003 10:11:38 PM
- SoCalHoosier
- Veteran
-
- Loc: California , United States
- Posts: 896, Gallery
- Registered on: Jun 13, 2003
-
Reply to:
RC
Re: SLR and Jay Leno.
I agree that Porsche is not the most customer savvy but they are still better than Audi. When my 996 would go in for some type of service my Porsche customer service rep would make sure to give me just about any car I wanted from Enterprise Rentals. My understanding is that Audi customers were limited to the basics... I'm talking about vehicles like the Pontiac Sunfire, Ford Escort, etc. According to the rep it was a recent policy change by Audi.
Nov 7, 2003 4:02:53 AM
- Justin
- Veteran
-
- Loc: San Diego, CA, USA
- Posts: 979, Gallery
- Registered on: Jan 12, 2003
- Reply to: SoCalHoosier
Re: SLR and Jay Leno.
Mercedes service is good, but not quite as special as Aston's (in the US anyway). Though I do believe MB has stepped it up a bit for the SLR. You can't even access the website without a password.
Is the SLR widely considered a mid-engine design? I'm currently in a discussion with a fellow who contends that the term "front mid-engine" is a marketing term and that the only true mid-engine designs exist where the lump is between the rear axle and driver. I wonder what the SAE definition of mid-engine would say.
Is the SLR widely considered a mid-engine design? I'm currently in a discussion with a fellow who contends that the term "front mid-engine" is a marketing term and that the only true mid-engine designs exist where the lump is between the rear axle and driver. I wonder what the SAE definition of mid-engine would say.
Nov 7, 2003 4:02:53 AM
- Justin
- Veteran
-
- Loc: San Diego, CA, USA
- Posts: 979, Gallery
- Registered on: Jan 12, 2003
- Reply to: SoCalHoosier
Re: SLR and Jay Leno.
Mercedes service is good, but not quite as special as Aston's (in the US anyway). Though I do believe MB has stepped it up a bit for the SLR. You can't even access the website without a password.
Is the SLR widely considered a mid-engine design? I'm currently in a discussion with a fellow who contends that the term "front mid-engine" is a marketing term and that the only true mid-engine designs exist where the lump is between the rear axle and driver. I wonder what the SAE definition of mid-engine would say.
Is the SLR widely considered a mid-engine design? I'm currently in a discussion with a fellow who contends that the term "front mid-engine" is a marketing term and that the only true mid-engine designs exist where the lump is between the rear axle and driver. I wonder what the SAE definition of mid-engine would say.
Merc costumer service
I remember back at the last Paris motor show, went there with my father, and this is when he ordered the S600. And of course, we had decided to get a new car, but partly, Merc costumer services did the job that day in terms of making a final decision;
Presentation of the Maybach with champagne etc etc etc, one person to take care of us all the time, answer any question, you feel welcome.
BMW and Porsche stand were no way near as good, and we are Porsche and BMW costumers too!
Nowadays, cars are getting more and more advanced electronically, and one of the problems is that they tend to break down more. So costumer services is more important than ever before!
Yes the Merc is not perfect, true, but everytime something's gone wrong with it (actually only twice and only associated with the Keyless GO, man, that's fun but it's crap!) they sent technicians within an hour after our call. Brilliant service, well done Merc.
And let's not speak about the 10% reduction we got on the S600 and the SL500 (8%), I had to fight my guts out to get 3% on the C4C!!! I mean, it's not like the S and SL are at end of life right or lack demand right?
Yes the C4C is better to drive but Porsche pisses me off, they've just charged me Euro 200 for keeping my hardtop through the summer!!! It's not so much the money, it's the principle!
We had the old SL and Merc never charged us for keeping our hardtop in their stock room through the summer.
I didn't even put down a deposit for the SLR and they called me asking if I'd be interested to fly down to Spain! (I wish)
And as RC said, you always get a courtesy car when something goes wrong, with Porsche, you get a cab ride
They're still better to drive though!
Fanch.
Presentation of the Maybach with champagne etc etc etc, one person to take care of us all the time, answer any question, you feel welcome.
BMW and Porsche stand were no way near as good, and we are Porsche and BMW costumers too!
Nowadays, cars are getting more and more advanced electronically, and one of the problems is that they tend to break down more. So costumer services is more important than ever before!
Yes the Merc is not perfect, true, but everytime something's gone wrong with it (actually only twice and only associated with the Keyless GO, man, that's fun but it's crap!) they sent technicians within an hour after our call. Brilliant service, well done Merc.
And let's not speak about the 10% reduction we got on the S600 and the SL500 (8%), I had to fight my guts out to get 3% on the C4C!!! I mean, it's not like the S and SL are at end of life right or lack demand right?
Yes the C4C is better to drive but Porsche pisses me off, they've just charged me Euro 200 for keeping my hardtop through the summer!!! It's not so much the money, it's the principle!
We had the old SL and Merc never charged us for keeping our hardtop in their stock room through the summer.
I didn't even put down a deposit for the SLR and they called me asking if I'd be interested to fly down to Spain! (I wish)
And as RC said, you always get a courtesy car when something goes wrong, with Porsche, you get a cab ride
They're still better to drive though!
Fanch.
Merc costumer service
I remember back at the last Paris motor show, went there with my father, and this is when he ordered the S600. And of course, we had decided to get a new car, but partly, Merc costumer services did the job that day in terms of making a final decision;
Presentation of the Maybach with champagne etc etc etc, one person to take care of us all the time, answer any question, you feel welcome.
BMW and Porsche stand were no way near as good, and we are Porsche and BMW costumers too!
Nowadays, cars are getting more and more advanced electronically, and one of the problems is that they tend to break down more. So costumer services is more important than ever before!
Yes the Merc is not perfect, true, but everytime something's gone wrong with it (actually only twice and only associated with the Keyless GO, man, that's fun but it's crap!) they sent technicians within an hour after our call. Brilliant service, well done Merc.
And let's not speak about the 10% reduction we got on the S600 and the SL500 (8%), I had to fight my guts out to get 3% on the C4C!!! I mean, it's not like the S and SL are at end of life right or lack demand right?
Yes the C4C is better to drive but Porsche pisses me off, they've just charged me Euro 200 for keeping my hardtop through the summer!!! It's not so much the money, it's the principle!
We had the old SL and Merc never charged us for keeping our hardtop in their stock room through the summer.
I didn't even put down a deposit for the SLR and they called me asking if I'd be interested to fly down to Spain! (I wish)
And as RC said, you always get a courtesy car when something goes wrong, with Porsche, you get a cab ride
They're still better to drive though!
Fanch.
Presentation of the Maybach with champagne etc etc etc, one person to take care of us all the time, answer any question, you feel welcome.
BMW and Porsche stand were no way near as good, and we are Porsche and BMW costumers too!
Nowadays, cars are getting more and more advanced electronically, and one of the problems is that they tend to break down more. So costumer services is more important than ever before!
Yes the Merc is not perfect, true, but everytime something's gone wrong with it (actually only twice and only associated with the Keyless GO, man, that's fun but it's crap!) they sent technicians within an hour after our call. Brilliant service, well done Merc.
And let's not speak about the 10% reduction we got on the S600 and the SL500 (8%), I had to fight my guts out to get 3% on the C4C!!! I mean, it's not like the S and SL are at end of life right or lack demand right?
Yes the C4C is better to drive but Porsche pisses me off, they've just charged me Euro 200 for keeping my hardtop through the summer!!! It's not so much the money, it's the principle!
We had the old SL and Merc never charged us for keeping our hardtop in their stock room through the summer.
I didn't even put down a deposit for the SLR and they called me asking if I'd be interested to fly down to Spain! (I wish)
And as RC said, you always get a courtesy car when something goes wrong, with Porsche, you get a cab ride
They're still better to drive though!
Fanch.
Re: Merc costumer service
Quote:
Fanch, what do you have to qualify to get:
1). Invited to buy Merc's latest supercar
2). Get huge discounts on MB models???
How do they invite you to buy the SLR?
I guess you "just" have to have money and a history as a good Mercedes customer. Nothing comes from nothing.
I'd like to point out AMG's good customer service too: as many people know, AMG is a subsidiary of Mercedes Benz and although they offer certain mods for AMG cars, they are not in charge with warranty stuff. AMG did a great job on my car, they did warranty repairs they really didn't have to do and they even gave me a CLK55 AMG loaner for a week at no charge. I even forgot to fill fuel up again when I returned it and they didn't charge me for that either.
Porsche is great regarding customer service, when I had a problem they gave me a factory loaner for a week too and whenever we want to testdrive a car, there is one available for us. I think the problem is actually with Porsche dealers, my dealer usually gave me a VW Beetle or VW Golf loaner and there is a nice notice on my dealer's wall quoting the prices for a loaner.
The take and bring service of a car also costs money, very sad. But as long as we customers accept it, it will go on like that.
Re: Merc costumer service
Quote:
Fanch, what do you have to qualify to get:
1). Invited to buy Merc's latest supercar
2). Get huge discounts on MB models???
How do they invite you to buy the SLR?
I guess you "just" have to have money and a history as a good Mercedes customer. Nothing comes from nothing.
I'd like to point out AMG's good customer service too: as many people know, AMG is a subsidiary of Mercedes Benz and although they offer certain mods for AMG cars, they are not in charge with warranty stuff. AMG did a great job on my car, they did warranty repairs they really didn't have to do and they even gave me a CLK55 AMG loaner for a week at no charge. I even forgot to fill fuel up again when I returned it and they didn't charge me for that either.
Porsche is great regarding customer service, when I had a problem they gave me a factory loaner for a week too and whenever we want to testdrive a car, there is one available for us. I think the problem is actually with Porsche dealers, my dealer usually gave me a VW Beetle or VW Golf loaner and there is a nice notice on my dealer's wall quoting the prices for a loaner.
The take and bring service of a car also costs money, very sad. But as long as we customers accept it, it will go on like that.
Re: Merc costumer service
i just want to point out that my porsche contact today lent me his very own 4S for the weekend!
with merc and BMW: they treat the customer nicely, but who's paying for all this marketing stuff? the customer. nothing comes from nothing. this morning i've been invited to a "closed room" presentation of the BMW 6 at a golf club. all very well organized -- a brainwash movie in widescreen, then you get to know the car and afterwards the let you drive it for about one hour on country roads and autobahn (they hand you a "roadbook" with driving instructions). really nice, but afterwards we went to my porsche dealer and he gave me the keys to his 4S... ahhh! it's the better car. and at the end of the day, it is all about the car. for me.
and one other thing: the sales guyes at porsche, at least in my porsche zentrum, do not change very often. at merc or BMW employee turnovers are normal. if i visit the BMW showroom after one year, i only see fresh young faces. and next year, there are other fresh faces.
i like the old school, sometimes grumpy porsche service!
and the cars, of course.
have a nice weekend, rennteamers!
zz
with merc and BMW: they treat the customer nicely, but who's paying for all this marketing stuff? the customer. nothing comes from nothing. this morning i've been invited to a "closed room" presentation of the BMW 6 at a golf club. all very well organized -- a brainwash movie in widescreen, then you get to know the car and afterwards the let you drive it for about one hour on country roads and autobahn (they hand you a "roadbook" with driving instructions). really nice, but afterwards we went to my porsche dealer and he gave me the keys to his 4S... ahhh! it's the better car. and at the end of the day, it is all about the car. for me.
and one other thing: the sales guyes at porsche, at least in my porsche zentrum, do not change very often. at merc or BMW employee turnovers are normal. if i visit the BMW showroom after one year, i only see fresh young faces. and next year, there are other fresh faces.
i like the old school, sometimes grumpy porsche service!
and the cars, of course.
have a nice weekend, rennteamers!
zz
Re: Merc costumer service
i just want to point out that my porsche contact today lent me his very own 4S for the weekend!
with merc and BMW: they treat the customer nicely, but who's paying for all this marketing stuff? the customer. nothing comes from nothing. this morning i've been invited to a "closed room" presentation of the BMW 6 at a golf club. all very well organized -- a brainwash movie in widescreen, then you get to know the car and afterwards the let you drive it for about one hour on country roads and autobahn (they hand you a "roadbook" with driving instructions). really nice, but afterwards we went to my porsche dealer and he gave me the keys to his 4S... ahhh! it's the better car. and at the end of the day, it is all about the car. for me.
and one other thing: the sales guyes at porsche, at least in my porsche zentrum, do not change very often. at merc or BMW employee turnovers are normal. if i visit the BMW showroom after one year, i only see fresh young faces. and next year, there are other fresh faces.
i like the old school, sometimes grumpy porsche service!
and the cars, of course.
have a nice weekend, rennteamers!
zz
with merc and BMW: they treat the customer nicely, but who's paying for all this marketing stuff? the customer. nothing comes from nothing. this morning i've been invited to a "closed room" presentation of the BMW 6 at a golf club. all very well organized -- a brainwash movie in widescreen, then you get to know the car and afterwards the let you drive it for about one hour on country roads and autobahn (they hand you a "roadbook" with driving instructions). really nice, but afterwards we went to my porsche dealer and he gave me the keys to his 4S... ahhh! it's the better car. and at the end of the day, it is all about the car. for me.
and one other thing: the sales guyes at porsche, at least in my porsche zentrum, do not change very often. at merc or BMW employee turnovers are normal. if i visit the BMW showroom after one year, i only see fresh young faces. and next year, there are other fresh faces.
i like the old school, sometimes grumpy porsche service!
and the cars, of course.
have a nice weekend, rennteamers!
zz
Re: Merc costumer service
By the way, when I mean cash, I don't mean with three suitcases full of $100 bills of course.
I mean 10% on day of order and 90% on delivery of the car, no credit, no fuss, they love that (well of course they do) and you get invited to test the Maybach and the SLR within the next month. You also get a call to put an order on the S65AMG, but no thanks.
Fanch.
I mean 10% on day of order and 90% on delivery of the car, no credit, no fuss, they love that (well of course they do) and you get invited to test the Maybach and the SLR within the next month. You also get a call to put an order on the S65AMG, but no thanks.
Fanch.
Re: Merc costumer service
By the way, when I mean cash, I don't mean with three suitcases full of $100 bills of course.
I mean 10% on day of order and 90% on delivery of the car, no credit, no fuss, they love that (well of course they do) and you get invited to test the Maybach and the SLR within the next month. You also get a call to put an order on the S65AMG, but no thanks.
Fanch.
I mean 10% on day of order and 90% on delivery of the car, no credit, no fuss, they love that (well of course they do) and you get invited to test the Maybach and the SLR within the next month. You also get a call to put an order on the S65AMG, but no thanks.
Fanch.
Re: Merc costumer service
Very good point Zz.
At the end of the day, the car is the most important thing.
I'll have a 996 Turbo X50, X74 and have serviced at Mercedes thank you very much!
Seriously, the second time keyless go broke down, they sent the techicians to come and pick up the car with a truck, was repaired at a Merc dealer, not even ours, and sent back to our home free of charge.
Ok, billal, I am very good friend with someone working at Merc and I must admit, that helps, but still... I think they are better.
They are very nice at Porsche Levallois too though (The Paris centre) they are just stingy old bastards!
Good week end to you all,
Mine will be full of rugby, allez les Bleus!!!
Fanch.
At the end of the day, the car is the most important thing.
I'll have a 996 Turbo X50, X74 and have serviced at Mercedes thank you very much!
Seriously, the second time keyless go broke down, they sent the techicians to come and pick up the car with a truck, was repaired at a Merc dealer, not even ours, and sent back to our home free of charge.
Ok, billal, I am very good friend with someone working at Merc and I must admit, that helps, but still... I think they are better.
They are very nice at Porsche Levallois too though (The Paris centre) they are just stingy old bastards!
Good week end to you all,
Mine will be full of rugby, allez les Bleus!!!
Fanch.
Re: Merc costumer service
Very good point Zz.
At the end of the day, the car is the most important thing.
I'll have a 996 Turbo X50, X74 and have serviced at Mercedes thank you very much!
Seriously, the second time keyless go broke down, they sent the techicians to come and pick up the car with a truck, was repaired at a Merc dealer, not even ours, and sent back to our home free of charge.
Ok, billal, I am very good friend with someone working at Merc and I must admit, that helps, but still... I think they are better.
They are very nice at Porsche Levallois too though (The Paris centre) they are just stingy old bastards!
Good week end to you all,
Mine will be full of rugby, allez les Bleus!!!
Fanch.
At the end of the day, the car is the most important thing.
I'll have a 996 Turbo X50, X74 and have serviced at Mercedes thank you very much!
Seriously, the second time keyless go broke down, they sent the techicians to come and pick up the car with a truck, was repaired at a Merc dealer, not even ours, and sent back to our home free of charge.
Ok, billal, I am very good friend with someone working at Merc and I must admit, that helps, but still... I think they are better.
They are very nice at Porsche Levallois too though (The Paris centre) they are just stingy old bastards!
Good week end to you all,
Mine will be full of rugby, allez les Bleus!!!
Fanch.
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