Rennteam 2.0 - EN - Forum - Re: Cayenne 2012 Turbo engine shut off - Page1

Aug 4, 2012 1:40:09 PM

Carlos from Spain: Rennteam Moderator; Loc: Spain. , Spain; Posts: 21148, Gallery; Registered on: Feb 9, 2003; Reply to: Hammy113

Re: Cayenne 2012 Turbo engine shut off

This is unexcusable, this is potentially a very very dangerous fault, what if the car stops in the middle of an intersection or on in the middle of the left lane while overtaking on a two way road? I would not drive this car.

I would try to contact someone above the customer service desk clerk at PCNA, and discuss the problem, the posible repercusions of this going unfixed and happening again, and that its happened to others as you have read on the forums, so they can't dismiss it as a freak incudence.

I would also try to get some sort of paper stating the problem reported to the dealer and the dealer returning the car back to you without any solution. That would put some weight of responsability of whatever may happen of driving the car on the dealer's head and may motivate him to find a solution.

Even if they don't find anything with their simple Dx machine, doesn't mean that there is nothing wrong, nor that others may not have experienced the same thing (as we know this to be true) so they need to investigate this even if they have to call Germany for info.

--

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Aug 4, 2012 1:43:19 PM

fritz: Rennteam VIP; Loc: BaWü , Germany; Posts: 10248, Gallery; Registered on: Jul 23, 2003; Reply to: Hammy113

Re: Cayenne 2012 Turbo engine shut off

Hammy113:

dreamcar,

My Dealer told me to take the car home because they cannot find anything wrong with it. I did show them the Rennlist Web page but they refused to do further diagnostic tests. What should I do now?

The Rennlist thread confirms that other vehicles with apparently the same problem show no error reports on the diagnostics, so it is reasonable enough for the dealer not to want to repeat the process of reading out the diagnostics, as it would be futile. However, from the little you have told us, I would not have much faith in that dealer's "motivation" (trying to be tactful here) to get to the root of the problem. Just telling you to take the car home because they don't have a fix is irresponsible, in view of the fact that the consequences of a repeat occurrence could be very serious.

You said you have already been in touch with PCNA, but it sounded like your complaint may just have been "parked" there, and may not be actively processed in the manner you would want it to be. (On the other hand, there may well be a hell of a lot happening in the background which you will not know about if a spate of such occurrences has arisen in the field. If the cause of a problem is not immediately apparent then it will take time to gather facts and to try to understand the situation and during this time it is not possible to take any meaningful remedial action).

In case the dealer is just sitting on his hands and not actively communicating with PCNA, I would in your position get the email address of the appropriate person there (using the contact you have already spoken to to get it, if necessary) and send all the relevant information off to that person in writing, including a reference to the other cases you have read about on Rennlist. A service advisor worthy of the name will take your complaint seriously and will not want you risking your life and his company's reputation by driving around in a car which might potentially have a safety-related defect.

--

fritz

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Aug 4, 2012 2:35:10 PM

Misha011: Veteran; Loc: Dubai , United Arab Emirates; Posts: 1234, Gallery; Registered on: Oct 28, 2007; Reply to: Hammy113

Re: Cayenne 2012 Turbo engine shut off

Hammy113:

dreamcar,

My Dealer told me to take the car home because they cannot find anything wrong with it. I did show them the Rennlist Web page but they refused to do further diagnostic tests. What should I do now?

Direct e-mail to this office :

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Aug 4, 2012 2:44:25 PM

reginos: Rennteam VIP; Loc: Nicosia , Cyprus; Posts: 12130, Gallery; Registered on: Mar 20, 2005; Reply to: Misha011

Re: Cayenne 2012 Turbo engine shut off

I would contact Porsche in Stuttgart instead of wasting time with intermediate channels.

I personally know someone who contacted VW Germany directly by e-mail about a dropping window of a lowly Golf, for which he couldn't get satisfactory service from the importer and within half a day the importer came back to him after he was told off by the factory and all was sorted with summary procedures.

I expect that Porsche will be even more sensitive to provide customer satisfaction.

--

"Form follows function"

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Aug 4, 2012 3:18:03 PM

Hammy113: Newbie; Loc: Virginia, USA; Posts: 42, Gallery; Registered on: Jun 21, 2008; Reply to: reginos

Re: Cayenne 2012 Turbo engine shut off

Again, Thank you very much for all your advices. I will send email to Customer Commitment @ Germany and wait for their response.

--

09 997 TT

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Aug 6, 2012 5:22:40 PM

bobr: Veteran; Loc: New York , United States; Posts: 945, Gallery; Registered on: Dec 3, 2003; Reply to: Hammy113

Re: Cayenne 2012 Turbo engine shut off

Sorry Hammy..I have been awy for a few days. I do not have Ron Herrick's contact information, but I would phone Porsche in Atlanta and ask to be connected to him..

--

2006 997 C2S Cab, Triple Black, 2006 Cayenne Titanium Iceland Silver Metalic New York

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Aug 8, 2012 9:03:32 AM

BlackSparrow: Pilot; Loc: Bahamas , Bahamas; Posts: 424, Gallery; Registered on: Oct 28, 2006; Reply to: bobr

Re: Cayenne 2012 Turbo engine shut off

I would scream at the dealer and tell them to give me a replacement car immediately until they can guarantee that they A. found the issue

B. fixed it.

Do not drive a car if it can turn off accidentally.

--
2012 Cayenne TT (on order for june 2012), 997.1 Targa 4s, 2009 Q5 3.2

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Aug 8, 2012 10:42:10 AM

Joost: Rennteam VIP; Loc: Dordrecht , Netherlands; Posts: 8054, Gallery; Registered on: May 3, 2004; Reply to: BlackSparrow

Re: Cayenne 2012 Turbo engine shut off

Well, the fact that they can not find anything is not an excuse, right?
Tell them:

A) I have had a very dangerous experience with this car due to a malfunction.
B) Internet research shows that more people have experienced the same problem
C) The fact that the dealer didn't find anything proves nothing but the fact that the dealer didn't try hard enough.
D) The fact that they try to send you home with a potentially life-threatening car does nothing to reassure you about the dealer's capabilities
E) You expect them to solve the situation in an adequate manner.

That should be enough, shouldn't it? If they are still unwilling to take action, you ask them them "Since you are apparently unwilling to solve this situation, whom can you refer me to from Porsche America, or Porsche HQ?"

--

Porsche, seperates LeMans from LeBoys

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Aug 8, 2012 10:58:47 AM

BlackSparrow: Pilot; Loc: Bahamas , Bahamas; Posts: 424, Gallery; Registered on: Oct 28, 2006; Reply to: Joost

Re: Cayenne 2012 Turbo engine shut off

And show them this thread. Tell them that it's on a very popular porsche fan forum that builds an opinion about the dealership, specific model and brand as a whole. I ordered mine, but if I saw this post, I would wait for you to resolve your issue before ordering a Cayenne.

--
2012 Cayenne TT (on order for june 2012), 997.1 Targa 4s, 2009 Q5 3.2

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Aug 9, 2012 4:33:20 PM

RC: Rennteam Administrator; Loc: Rennteam HQ , Germany; Posts: 59579, Gallery; Registered on: Mar 26, 2002; Reply to: BlackSparrow

Re: Cayenne 2012 Turbo engine shut off

BlackSparrow:

And show them this thread. Tell them that it's on a very popular porsche fan forum that builds an opinion about the dealership, specific model and brand as a whole. I ordered mine, but if I saw this post, I would wait for you to resolve your issue before ordering a Cayenne.

As far as I heard, Porsche is already aware of this thread but apparently the dealer has to be the first to address the problem with Porsche.

Personally, in such a case, I would really contact Porsche directly if the dealer gives me the "we didn't find anything" excuse.

--

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

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Aug 9, 2012 9:28:42 PM

Hammy113: Newbie; Loc: Virginia, USA; Posts: 42, Gallery; Registered on: Jun 21, 2008; Reply to: RC

Re: Cayenne 2012 Turbo engine shut off

RC,

We sent 2 emails to customer commitment in Germany but have not received anything from them yet.

--

09 997 TT

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Aug 10, 2012 3:18:13 AM

RC: Rennteam Administrator; Loc: Rennteam HQ , Germany; Posts: 59579, Gallery; Registered on: Mar 26, 2002; Reply to: Hammy113

Re: Cayenne 2012 Turbo engine shut off

Hammy113:

RC,

We sent 2 emails to customer commitment in Germany but have not received anything from them yet.

Do not send emails, send a fax and if you are a business owner, send a fax with your official letter head.

Very important: You need to provide your car's VIN number.

This works, as surprising as this may sound, probably faster (and better).

--

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

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Aug 10, 2012 9:42:17 AM

sfo: Rennteam Pro; Loc: London , United Kingdom; Posts: 2093, Gallery; Registered on: Aug 17, 2011; Reply to: RC

Re: Cayenne 2012 Turbo engine shut off

fax works better because it's delivered printed, and not easy to just ignore or delete like an email.

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Aug 10, 2012 9:46:29 AM

m4ever: Veteran; Loc: Czech Republic , Italy; Posts: 1051, Gallery; Registered on: Dec 30, 2005; Reply to: sfo

Re: Cayenne 2012 Turbo engine shut off

sfo:

fax works better because it's delivered printed, and not easy to just ignore or delete like an email.

Porsche sure has an email retention policy, I doubt they can just delete it and forget it ever happened.

I always had good communication (by email) with Porsche.

--

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

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Aug 10, 2012 12:28:12 PM

fritz: Rennteam VIP; Loc: BaWü , Germany; Posts: 10248, Gallery; Registered on: Jul 23, 2003; Reply to: Hammy113

Re: Cayenne 2012 Turbo engine shut off

Hammy113:

RC,

We sent 2 emails to customer commitment in Germany but have not received anything from them yet.

Mid-August is not usually the best time to get a quick response from a car company in Europe. Production will be closed down and other departments working at low staffing levels.

--

fritz

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Aug 10, 2012 2:02:52 PM

RC: Rennteam Administrator; Loc: Rennteam HQ , Germany; Posts: 59579, Gallery; Registered on: Mar 26, 2002; Reply to: m4ever

Re: Cayenne 2012 Turbo engine shut off

m4ever:

sfo:

fax works better because it's delivered printed, and not easy to just ignore or delete like an email.

Porsche sure has an email retention policy, I doubt they can just delete it and forget it ever happened.

I always had good communication (by email) with Porsche.

This is true but if it is a "generic" email address, like the customer commitment one, it may take some time until it reaches the right person. I still think that a fax is faster in this case but I may be wrong.

The car's VIN number is essential for speeding up the process and fritz is right, the current vacation period in Germany is probably not the best time to contact Porsche but they definitely have staff checking emails and faxes of course.

--

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

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Aug 12, 2012 4:35:47 PM

Hammy113: Newbie; Loc: Virginia, USA; Posts: 42, Gallery; Registered on: Jun 21, 2008; Reply to: RC

Re: Cayenne 2012 Turbo engine shut off

RC,

I tried to fax them my letter but the fax did not go through. What did I do wrong?

I used the below numbers:

011 49 711 78944

and

011 49 911 78944

Thanks

--

09 997 TT

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Aug 12, 2012 5:16:34 PM

fritz: Rennteam VIP; Loc: BaWü , Germany; Posts: 10248, Gallery; Registered on: Jul 23, 2003; Reply to: Hammy113

Re: Cayenne 2012 Turbo engine shut off

Hammy113:

RC,

I tried to fax them my letter but the fax did not go through. What did I do wrong?

I used the below numbers:

011 49 711 78944

and

011 49 911 78944

Thanks

Should be :

011 49 711 911 78944

--

fritz

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Aug 13, 2012 1:07:34 AM

Hammy113: Newbie; Loc: Virginia, USA; Posts: 42, Gallery; Registered on: Jun 21, 2008; Reply to: fritz

Re: Cayenne 2012 Turbo engine shut off

Thanks fritz.

--

09 997 TT

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Aug 16, 2012 12:44:17 AM

Hammy113: Newbie; Loc: Virginia, USA; Posts: 42, Gallery; Registered on: Jun 21, 2008; Reply to: Hammy113

Re: Cayenne 2012 Turbo engine shut off

Progress Report:

The Dealer towed the car to their place yesterday so the Field Engineer can do some more testing. I got a phone call this afternoon from the Service Adviser saying they are working on updating the ECU. He does not know when it will be done. I will keep you guys posted when I hear more from them.

--

09 997 TT

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Aug 16, 2012 9:21:36 PM

bobr: Veteran; Loc: New York , United States; Posts: 945, Gallery; Registered on: Dec 3, 2003; Reply to: Hammy113

Re: Cayenne 2012 Turbo engine shut off

Good news now that you have gotten their attention. Did the Dealer initiate this on his own or did PCNA Field Engineer have them contact you?

--

2006 997 C2S Cab, Triple Black, 2006 Cayenne Titanium Iceland Silver Metalic New York

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Aug 16, 2012 9:41:34 PM

Hammy113: Newbie; Loc: Virginia, USA; Posts: 42, Gallery; Registered on: Jun 21, 2008; Reply to: bobr

Re: Cayenne 2012 Turbo engine shut off

The Dealer initiated but I think they got pressure from someone because initially they refused to do anymore testing.

--

09 997 TT

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Aug 17, 2012 7:43:20 AM

RC: Rennteam Administrator; Loc: Rennteam HQ , Germany; Posts: 59579, Gallery; Registered on: Mar 26, 2002; Reply to: Hammy113

Re: Cayenne 2012 Turbo engine shut off

Hammy113:

The Dealer initiated but I think they got pressure from someone because initially they refused to do anymore testing.

Smiley Smiley

--

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

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Aug 17, 2012 12:23:56 PM

Hammy113: Newbie; Loc: Virginia, USA; Posts: 42, Gallery; Registered on: Jun 21, 2008; Reply to: RC

Re: Cayenne 2012 Turbo engine shut off

Who should it be RC? PCNA or HQ in Germany?

--

09 997 TT

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Aug 17, 2012 12:54:40 PM

RC: Rennteam Administrator; Loc: Rennteam HQ , Germany; Posts: 59579, Gallery; Registered on: Mar 26, 2002; Reply to: Hammy113

Re: Cayenne 2012 Turbo engine shut off

Hammy113:

Who should it be RC? PCNA or HQ in Germany?

Both...if you sent the fax to Germany. Smiley

--

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

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Aug 17, 2012 1:26:47 PM

Joost: Rennteam VIP; Loc: Dordrecht , Netherlands; Posts: 8054, Gallery; Registered on: May 3, 2004; Reply to: RC

Re: Cayenne 2012 Turbo engine shut off

Awesome! Good to hear Hammy!

--

Porsche, seperates LeMans from LeBoys

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Aug 17, 2012 1:30:17 PM

Hammy113: Newbie; Loc: Virginia, USA; Posts: 42, Gallery; Registered on: Jun 21, 2008; Reply to: Joost

Re: Cayenne 2012 Turbo engine shut off

I did send the fax to Germany but have not received any responses. Anyway, I think I get help from this board. Thanks everybody.

--

09 997 TT

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Aug 17, 2012 1:43:01 PM

bobr: Veteran; Loc: New York , United States; Posts: 945, Gallery; Registered on: Dec 3, 2003; Reply to: Hammy113

Re: Cayenne 2012 Turbo engine shut off

Hopefully, PCNA will resolve your issue qucikly so you can start to enjoy your Cayenne Turbo.

--

2006 997 C2S Cab, Triple Black, 2006 Cayenne Titanium Iceland Silver Metalic New York

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Aug 17, 2012 1:45:23 PM

RC: Rennteam Administrator; Loc: Rennteam HQ , Germany; Posts: 59579, Gallery; Registered on: Mar 26, 2002; Reply to: Hammy113

Re: Cayenne 2012 Turbo engine shut off

Hammy113:

I did send the fax to Germany but have not received any responses. Anyway, I think I get help from this board. Thanks everybody.

Your dealer apparently did receive a response...isn't that what matters? Smiley

Oh...Porsche is monitoring this forum, this is a fact.

--

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

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Aug 17, 2012 1:50:51 PM

fritz: Rennteam VIP; Loc: BaWü , Germany; Posts: 10248, Gallery; Registered on: Jul 23, 2003; Reply to: Hammy113

Re: Cayenne 2012 Turbo engine shut off

Hammy113:

I did send the fax to Germany but have not received any responses. Anyway, I think I get help from this board. Thanks everybody.

The most you would have been likely to get from Porsche Germany would be an acknowledgement of receipt of your fax and confirmation that your issue had been passed on to the relevant people. Professionally run outfits would try not to open up different lines of communication to an end-user, due to the potential for misunderstandings and contradictions. What your fax will have achieved is that a dealer who was apparently reluctant to do his job properly has now had it made clear to him that your case is being "observed".

--

fritz

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