Dealer error with configuration

[Jonny McCann]

About two months ago I asked my (UK) Porsche dealer to add an option to my Macan 4 Electric order, which they did.

About a month ago I asked the dealer to add an additional (unrelated) option. When they added this option, it looks as if the previously added option 'disappeared' from the configuration. I suspect that they updated the 'wrong' (at that point superseded) configuration .

My app tells me that the order is now 'frozen', and the dealer says that there's nothing they can do to help.

I have an email chain and configuration codes that support the above, but as yet, no written admission on the part of the dealer that they made the error.

Can experienced Porsche owners offer any advice as to my options, or how I could expect the dealer to make it right?

Many thanks.

 

[krissrock]

may have to contact porsche support. You don't have to accept the car either.

but question? where are you seeing the "configuration" at? is your SA sending the build sheet?
and they have confirmed the option is not on the build?

I ask because i had an option that didn't show in the app, so the manager checked something and was able to confirm the option was on the build

 

[shawn]

I think once it’s frozen you cannot change that car. Check the production build sheet not e-mail to confirm. Assuming it’s missing the exception (but a longshot chance) that if the item is small and the timing is still early, you could get a direct call to Germany to change it, but that’s a theoretical offered by one dealer. I have never heard of that even working. That said if it is an option that can be changed after delivery ( like the wrong wheels) then the dealer may be willing to make amends or you can have service or third-party changes lastly if it’s something that cannot be changed post delivery ( like a full leather package) you can attempt to cancel the delivery and order a new car. In this case, the dealer would need to cooperate to transfer your deposit, etc. It's probably not what you’re hoping to hear but options are pretty limited after the freeze date.

 

[PanameraFrank]

What's the option? Hard to help without knowing what exactly we're talking about.

 

[Jonny McCann]

Many thanks @krissrock and @shawn.
The first added option was the passenger display – not my choice, but my wife insisted on having it after seeing how useful it was in independently searching and reconfiguring the GPS before 'sharing' it with the driver's system. She discovered how useful this feature was while we had a vehicle out on test. We needed to take a major detour due to a road closure (that wasn't recognized by the Porsche's GPS), and the passenger display made life much easier.

When this was added it indeed appeared on the Porsche Car Configurator at configurator.porsche.com. However, a month or so later I asked the dealer to add the heated windscreen option, which they did, but I only discovered today that the passenger display was no longer on the configurator – which was confirmed by the dealer. (I suspect that they updated the previous configuration to the one with the added passenger display.)

Although it was the dealer's mistake, I'm not sure whether this merits a legitimate rejection and re-order, as on placing the order I agreed that if I changed my mind, I'd lose my 3,000 GBP deposit. If the dealer agrees to a re-order with no penalty, I'd be keen to take delivery ahead of any price rise (that the dealer informed me would be in April).

I've asked the dealer for written confirmation that it was their mistake, and what my options are at this point – but that was six hours ago, and they've not yet responded.

 

[shawn]

Ah seems like you have gotten to the likely root cause. Usually the dealer will try to search inventory for a swap but that will be very unlikely that they would find your perfect match available. If they fail to deliver your build they must return your deposit or transfer to a new order

 

[PanameraFrank]

So, they cannot hold your deposit when they screwed up the order. Non-refundable deposits only apply if they provide exactly what was ordered. (While laws may vary, Porsche itself will not allow a dealership to do this.)

Your options are to:
1) reject and get a new build slot
2) decide you can live with the spec and seek compensation, this is usually between 1-3% off MSRP.

4 slots are widely available, so it's certainly possible you could still get it by April. However, your dealer is just making shit up when they tell you there will be a price increase in April. There could be a price increase tomorrow, March, April, or 2027. Your dealer has ZERO inside info. I repeat, Z-E-R-O.

 

[krissrock]

i would see if they can install the screen at the dealership... they take the cost of labor of course.
i can't imagine that's not a part that can be installed post build...

 

[shawn]

i would see if they can install the screen at the dealership... they take the cost of labor of course.
i can't imagine that's not a part that can be installed post build...

Good idea and they should give it to you at the configuration price not as a parts order (which can be marked up significantly)

Update: Frank is right. I was thinking of a parts replacement but because it is likely not included in the wiring harness then yeah...not going to happen. The complete list of what they offer post delivery is here (for the Mac 4 at least).

https://content.eu.porsche.com/prod...(LL)&sp=12&ac=model&ba=Macan&bt=H2&mo=Macan 4

 

[PanameraFrank]

There's no way they can install the passenger screen after delivery. Even if they technically could, Porsche corporate wouldn't allow them for possible issues it could cause. It's 100% not a thing.

 

[krissrock]

Good idea and they should give it to you at the configuration price not as a parts order (which can be marked up significantly)

Update: Frank is right. I was thinking of a parts replacement but because it is likely not included in the wiring harness then yeah...not going to happen. The complete list of what they offer post delivery is here (for the Mac 4 at least).

https://content.eu.porsche.com/prod/pag/tequipment/TeqFinder.nsf/TeqFinder?ReadForm&co=120&ma=PCNA (LL)&sp=12&ac=model&ba=Macan&bt=H2&mo=Macan 4

can't hurt to ask

 

[shawn]

can't hurt to ask

Indeed. I just called my service department because I was curious and they said it was not available for retrofit then they gave me that link (which has pretty much nothing on it). I think if you are talking about non-system electronics you can still get it somehow. For example, I ordered the primed and unpainted side blades which I will get either painted or wrapped in carbon fiber because I don't like the standard blades. More expensive but yes, I just ordered that. That is a physical replacement as it were and not a factory install dependant item.

 

[krissrock]

cool. interesting as I would think it's not possible if the center and passenger were one big unit...but there iirc, they're not, and there's a split between the two in the dash.

but i hope they make amends somehow

 

[dgkhn]

My view is, there is not a special "Porsche" solution, but rather a common sense/legal/business relationship solution. None of us knows from the available info whether or not your apparent agreement to forfeit the deposit is enforceable. This depends on the precise form of the agreement and applicable law in your jurisdiction.

I think your first step is to decide what you want. Assuming having the dealer install the screen at no increased charge is not a thing, what would satisfy you? Are you OK with reordering the car, or would some sort of compensation for the error (i.e. a discount or in-kind compensation of some sort) work for you? Decide what you want and ask for it. Then see what the response is. Fair-minded people would be willing to work out a deal with you.

 

[Jonny McCann]

My view is, there is not a special "Porsche" solution, but rather a common sense/legal/business relationship solution. None of us knows from the available info whether or not your apparent agreement to forfeit the deposit is enforceable. This depends on the precise form of the agreement and applicable law in your jurisdiction.

I think your first step is to decide what you want. Assuming having the dealer install the screen at no increased charge is not a thing, what would satisfy you? Are you OK with reordering the car, or would some sort of compensation for the error (i.e. a discount or in-kind compensation of some sort) work for you? Decide what you want and ask for it. Then see what the response is. Fair-minded people would be willing to work out a deal with you.

Many thanks for the sensible, sound advice.

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