Bad luck or bad engineering?

[ExVolt]

I've posted a few times over the past 6 weeks. For the 2-ish weeks when I've been able to drive the Macan 4, I've loved it. Most fun I've ever had in a car.

However, I have never been to a dealership's service center more in my life. Here's my saga (as I've reported on several threads).

- Our car was damaged in transit. They said it was a minor issue, just needed to replace the fender. We naively agreed to take it even though they would provide no details of the repair. This is pertinent for what happens later.
- Our car was delivered without functioning AC (and it was warm when we got it). They told us it'd be easy to fix. Took 8 days in the shop.
- Since day 1, the lift gate has been "wonky". Until finally it got stuck in a position that was neither opened nor closed. Resulting in incessant beeping (lift gate open) and red errors filling the cockpit. This took 5 days to replace the latch and recalibrate 10 systems to it.
- During the lift gate latch repair, they discovered the lift gate motor was bad and that's why we couldn't close it. When I told them the car was damaged during transport, they were shocked and said that this fact explains everything. They said the latch and lift gate were pretty messed up. The part is on order from Germany, should arrive Dec 9.
- We weren't thrilled, but we were trying to be optimistic that this was the end of the drama and the fun would now start.
- Picked up our car Wednesday evening (from the latch repair). We took it up to do some hiking on Thursday in Marin. It was a glorious day. Drove back on great mountain roads. Had a blast. Feeling in love with our car.
- Went down to the car this morning and was greeted by a series of error messages. In addition, the car wouldn't start; basically a brick. Here are some of the messages I was greeted with this morning::

- Engine control error, park vehicle safely​

- Please charge battery​

- Charging not possible, visit workshop​

- High voltage system error, service required​

- Charging not possible, visit workshop​

- Road my bike down to the dealership as they wouldn't answer the phone (and we have no other form of transport). Showed them the video of the messages. Heard lots of "that really sucks". "The GM is off and we aren't sure if she'll be back until Monday." The car subsequently got transferred to the service department; it's home away from home.

I've documented everything in copious detail. Have photos and videos.

Do I just wait for the 30 day lemon law to kick in and then lawyer up? I'm only a few weeks out to the 30 day limit and between the current error issue and the lift gate motor delay, I think I'll reach the threshold shortly. What I'd prefer is for Porsche to do the right thing and let me order a new car that isn't plagued with issues and compensate me with free service plans / extended warranties. I really don't want to lawyer up, I just want a stable car I can love. BTW - we are a one car household so this is challenging. BTW2 - they did give us a loaner today so that's better than before when they were out. I think I'll have this loaner for a LONG time.

I've sent very courteous emails to the GM explaining the issues and stating what I think would be a respectful thing for them to do. I have not heard back yet. It's only been 3 days since the first email to the GM and one of those days was Thanksgiving (a major holiday in the US) so it's understandable. It's just that this sucks.

What else should I be doing? I'm new to Porsche so I don't know if they do the right thing in situations like this or if I need to do something to encourage them. I just want a nice car that works. Any advice would be welcome.

 

[PanameraFrank]

They will buy back your car. It isn't a quick process. You will not need a lawyer.

I'm sorry about your situation, I've gone through buybacks before and it's really, really frustrating.

But they will buy it back and make you right, it'll just take longer than you'd like. It has to go through a bunch of levels of bureaucracy.

The GM has to escalate it to PCNA who has to escalate it to Porsche corporate who has to escalate it to their lemon division who has to escalate it to an agent. Then it goes up and down that ladder a few times. There is no one person that can just do it. But eventually it will be resolved.

 

[ExVolt]

They will buy back your car. It isn't a quick process. You will not need a lawyer.

I'm sorry about your situation, I've gone through buybacks before and it's really, really frustrating.

But they will buy it back and make you right, it'll just take longer than you'd like. It has to go through a bunch of levels of bureaucracy.

We're on a lease (thank god). I suspect I keep paying until this is resolved. And do they let us keep the loaner until we get a new car? Or does the loaner get returned after they buy back the car? Then, do I have to get in the queue for a new car. What I'd love to happen would be for them to let me order a new car and let me keep the loaner until it arrives. Is this something that they do?

 

[PanameraFrank]

That's better, easier to deal with a lease. Yes, keep paying. They will reimburse you. It's very unlikely you will need a lawyer.

Those latter parts depend on your dealership. If it's a 4, allocations are available so you should be able to get one ASAP. Did you do a trade in? If so, I'd use that to leverage the dealership into giving you a loaner until the new car shows up. That part might require some back and forth.

 

[ExVolt]

That's better, easier to deal with a lease. Yes, keep paying. They will reimburse you. It's very unlikely you will need a lawyer.

Those latter parts depend on your dealership. If it's a 4, allocations are available so you should be able to get one ASAP. Did you do a trade in? If so, I'd use that to leverage the dealership into giving you a loaner until the new car shows up. That part might require some back and forth.

It’s a 4. No trade in. Thanks for the advice, it helps.

 

[PanameraFrank]

It’s a 4. No trade in. Thanks for the advice, it helps.

Sure thing. It's a frustrating process but very common these days. Some % of all cars produced are lemons, mostly due to all the software they're loaded with. It's a problem with Kia, BMW, Jaguar, Hyundai, etc.. etc..

You did, unfortunately, just draw the short draw.

They are good at making it right, just slow. Just keep explaining to the GM that you're a one car household and you want to give them another shot, but you need something to drive until a car shows up.

Your other option is to shop available Macan 4 models at any dealership and Porsche can probably arrange a really good deal on one for you. I'd think 5-10% off MSRP + the 7500 rebate on lease.

 

[quaxon]

Is this at SF Porsche?

 

[ExVolt]

Is this at SF Porsche?

Yes. Is that good or bad?

 

[quaxon]

Yes. Is that good or bad?

I dunno, I live in SF and was gonna make my Macan 4 order with them but they had no allocations back in July and told me it wouldn't be until October or so that I could actually place the order so I went with a different dealer (actually couldn't find anywhere in Bay Area and finally went with one in LA that had allocations). They are my local dealer though, so was just wondering how they are in general for when I need to service my car or if I run into any problems with it. The guy I talked to there and went in for test drives of other cars before settling on a Macan EV was really nice though.

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