"The taillight suddenly cracked while driving at high speed, and there was a loud bang. I was shocked at the time. I didn't know what happened, and the instrument didn't indicate a fault. I only discovered it when I got off the highway for inspection, and then I drove to the 4S shop. Now the left and right connected The taillight also indicates a malfunction, which seriously affects driving safety." Recently, a car owner from Guangdong complained to the Automobile Professional Network about the fact that the taillight of his 2018 Porsche Macan cracked during the warranty period but could not be repaired for free.
Car owner Jia said that after the 4S store resolutely told him to pay for repairs at his own expense in January, the 4S store contacted him in the past two days and the latest solution they gave him was that they would bear half of the repair costs and pay the other half first, and then pay this part in the form of coupons. form return. Car owner Jia emphasized that he had rejected the 4S store's solution. He felt that the cause of the problem was not his own, and he hoped to receive free maintenance services.
"Now the complaint platform on my side should be working, so their attitude has changed and they want to negotiate with me, because they complained twice before including the manufacturer's customer service phone number but there was no reply." Car owner Jia told "Automobile" "Professional Network" editor said.
Subsequently, the editor of "Automobile Professional Network" called the 4S store and the manufacturer's customer service. The 4S store staff said that they sent a test report to the manufacturer at the end of January, and the manufacturer replied that the cracked taillight of the car owner Jia was caused by external force, so it refused to compensate. As for the solution provided later, it was actually equivalent to providing free maintenance to the customer. Since the customer did not agree, negotiations continued.
The manufacturer's customer service said that the situation mentioned by the editor of "Auto Professional Network" will be communicated and confirmed with the Porsche Center, and then feedback to the car owner.
Bad things happen one after another
On a third-party car quality evaluation platform, the editor of "Auto Professional Network" noticed that the typical faults and non-warranty of the Porsche Macan reported by car owner Jia were not isolated cases.
The cracks and deformation of the lampshade of owner Jia’s car are typical faults of the 2018 Porsche Macan, and this fault is also reflected in the 2016 Porsche Macan.
The Porsche Macan is not a "fuel-efficient" car. On a car complaint platform, a car owner once reported that his car Macan had minor ailments and had to be overhauled.
At the same time, on a third-party car quality evaluation platform, another owner of a 2018 Porsche Macan, like Jia owner, encountered a non-warranty after-sales service. The car owner’s situation was that the after-sales staff asked him to provide maintenance invoices and repair shop purchase channels. If he could not provide them, the warranty application was rejected. However, the car owner's vehicle maintenance was given as a gift when he purchased the car, and he could not provide an invoice. However, it was stated in the sales contract, and there was a record of each maintenance in the maintenance manual.
Due to competition in the same industry, the maintenance center cannot provide purchase channels to Porsche Centers, but it can provide packaging pictures of spare parts. It also provided the Porsche Center with its business license, road transportation operating license, pictures of the packaging of accessories involved in the three maintenances, and the company’s relevant qualifications, etc. Despite this, the Porsche Macan after-sales service center will not provide warranty.
The "luxury" of the luxury car Porsche
In addition to the Porsche Macan, on another car complaint platform, the editor also discovered that another Porsche model was not repaired during the warranty period. The new car the owner purchased had engine failure and abnormal noises. When he called Porsche customer service, he was told that free repairs would not be provided. Could it be that Porsche has always had a tradition of not providing repairs within the warranty period?
In addition, on a third-party complaint platform, Porsche has received a total of 80 complaints since 2016, but only 24 cases have been completed, with a completion rate of only 30% and a satisfaction rate of only 27%. As the first team of ultra-luxury brands, Porsche should provide better after-sales service. After all, ultra-luxury brands value reputation more and cannot let their reputation plummet.
Despite the impact of the COVID-19 epidemic, judging from the sales of ultra-luxury brands in the Chinese market in 2020, Porsche ranked first with an absolute advantage. A total of 77,845 vehicles were sold in the first 11 months, and the gap with the sales of other ultra-luxury brands is orders of magnitude. This shows that the ultra-luxury brand Porsche has a high reputation in China. The great sales of Porsche in the Chinese market are visible to the naked eye, especially in southern cities in the past two years, it is no longer uncommon to see Porsche owners driving on the road. Therefore, Porsche should cherish its enthusiasm in the Chinese market and repay consumers with better quality and after-sales service.
