Andrew G

Oil Change

I booked my car in for an oil change for 08.00 today and yesterday received a text from Sam my Service advisor introducing himself and had high expectations that the service was going to be better than the last time. Sam knew i was waiting and he said it would be 90 minutes max for this procedure together with the car being washed. I stressed that i needed the car back asap. I came back 130 minutes later and the car was not ready, saw Sam who said we was with another customer - fair enough. He kept me waiting for another hour and when he returned to me he asked if i wanted the car washed and I questioned why he asked that knowing full well it was to be washed. He then told me it would take another 45 minutes for this to happen and said i did not have the time to wait any longer as i expected to be away by 10.00. He brought me the invoice and i asked for the car wash to be deducted; he went away and took a derisory £20 off the bill. There was no apology for the delay or the fact that I was not happy. A serious training need in customer service is required here and i would have expected a much better, slicker experience from Porsche, especially when paying £570.00 for an oil change. Two consecutive bad experiences does not bode well !