It is true that we replaced the transfer case in the attempt to make the noise go away When the noise was still there, we had to get Porsche involved, as they are the decision makers as to what we fix/replace since they pay for it We had the regional technical representative from Porsche visit and inspect the unit At the same token, we had the client test drive other new vehicles in stock, and they all sounded the same as the vehicle MrC [redacted] purchased from us I don’t have any other options based on the nature of the way the vehicle performs K [redacted] General Manager
Complaint:
I am rejecting this response for several reasonsFirst, it is not true that I drove other new vehicles at the dealership nor anywhere elseI have not test driven any other Porsche at this nor any other dealership, everI did drive a rental Porsche for a week that made substantially less sound than my carFurther, just because Porsche Corporate does not want to deal with this does not mean it should not be dealt withSomehow, this was a big enough of a problem to replace my transfer caseBut suddenly, when the problem was not resolved, it was deemed "normal."
I'm sorry, but I just don't find it fair that I worked so many hours to purchase a brand new Porsche that everyone tells me sounds like it is brokenNone of the earlier model year Cayennes make this soundIt's literally a crunching, grinding soundAside from the annoyance and embarrassment, I have real concerns that I'll find myself stranded OR that the car will have major issues as soon as the warranty is upI drove my last car for ten yearsI'm now frightened to own this car a day past warrantyThere is no way I will keep my car past warranty this time aroundI simply can't believe that no one at Porsche is capable of diagnosing and fixing this issueNo, it likely has more to do with interest and expense I understand there would be some expense involved in identifying and rectifying the issueIf this was to be part of the "normal" operation of the car that I was expected to accept, I would have really appreciated it being explained to me prior to my check clearing the bankMy monthly payments for the car are not flawedWhy then, should the car be?
Further, another dealership has been extremely helpful in diagnosing the issue and involving Porsche CorporateThey are at least attempting to find a solutionIf they're able to do that, and I didn't even purchase the car from them, why couldn't you? I've been extremely easy-going, flexible and soft-spoken about a situation that really bothers meI gave every opportunity to Rusnak to help right this wrong until it became abundantly clear that interest in this problem had wanedImagine for a moment if this was your brand new performance automobile Unfortunately, I know nothing about carsPorsche is supposed to be expertsWhat ifinstead of just accepting the problema few master techs put their heads together to find a fix?? The sound HAS to be coming from somewhereI refuse to believe it is simply normal, nor impossible to fixI posted recordings of the sound on two Porsche forumsAlmost every single response, all seemingly from long-time Porsche owners, tell me that something is very wrong and that Porsche needs to fix itAll I'm asking for is that my car FEEL and SOUNDsafe, all while not annoying or embarrassing me as friends exclaim that I've purchased a lemonI don't really feel that it's a lemonI'm just explaining public perception which along with my ownis not goodThank you,
*** ***
After further investigation, I found out that MrC*** did not road test other vehicles, but was offered to do so and declined stating that if it is to demonstrate that it is just than I am not interested. At the time of road test with client and technician, the client demonstrated the noise and asked if anyone ever complained about a noise prior. He was told by the technician that he was unaware of any complaints prior but has heard a similar noise on like vehicles. Client stated that the noise was much louder at times but could not replicate louder noise during the road test with technician. A noise could only be heard at low speeds with both windows down, radio and climate control off, and driving next to an object such as a vehicle or wall. Technician stated to client that noise could be but in the interest of client satisfaction, we would attempt to determine the cause to see if the noise could be eliminated or reduced. In diagnosing we determined the noise we heard was coming from the transfer case. Based on our findings we replaced the transfer case. After road testing vehicle with new transfer case installed, we determined noise may have been reduced but still present. We began road testing other like new vehicles with a Porsche FTM (Field Technical Manager) and his opinion, at that time, the noise was normal. FTM agreed to contact PCNA (Porsche Cars North America) engineering, and no word back to date from FTM. However, in the interim, client took vehicle to another Porsche service center. That could be the reason we have not heard back from FTM, as he would naturally be working with the other service centerClient has not demonstrated an abnoise or condition to us, and we have not replicated any abnoise or condition while vehicle was in our possession. Our repair was an attempt to minimize or correct a noise heard by our technician at the time of road test with client. The client has stated in his response that he is already working with another Porsche service center in attempt to correct the condition. PCNA is aware and working with other service center to address client's complaint or concern.
We have only been given one attempt for repair on repair order #to correct condition/noise. During this repair we involved PCNA and FTM. We would be more than willing to continue diagnosing client's concern in an attempt if he wishes us to continue
Hello,
The refund has been processed and will be mailed out today. We have notified client and he should receive the check this week
Thank You,
K*** ***
General Manager
It is true that we replaced the transfer case in the attempt to make the noise go away. When the noise was still there, we had to get Porsche involved, as they are the decision makers as to what we...
fix/replace since they pay for it. We had the regional technical representative from Porsche visit and inspect the unit. At the same token, we had the client test drive other new vehicles in stock, and they all sounded the same as the vehicle Mr. C[redacted] purchased from us. I don’t have any other options based on the nature of the way the vehicle performs.
K[redacted]
General Manager
I am rejecting this response because it does not coincide with anything that has actually occurred. To hear Rusnak tell it, my car isn't really making noise, I wasn't able to demonstrate any noise, in spite of not having the noise demonstrated for them, they took on the costly transfer case replacement anyway, and that while they initially said I test drove other vehicles, they now concede I have not. As for the test drives, since your own employees told me the only reason for the test drives would be to properly set my expectations (i.e., accept the horrible grinding sounds), I fail to see how a test drive would impact this matter. Test driving 100 other cars isn't going to change my predicament. If the airbag on my car wasn't working, test driving other cars with faulty air bags would not really help my situation. For the record, not only did I demonstrate the sound, but I have the sound audio-recorded on my iPhone on multiple occasions and I forwarded them to Rusnak in December.
The fact is, I emailed Mr. R[redacted] and Mr. A[redacted] on December 15th to alert them to this matter. By December 29th, Mr. R[redacted] stated that he had spoken to his GM and that everyone, including Porsche, agrees that the sound is normal. I notified Mr. R[redacted] that I was not going to accept this response, and that I would take to social media and other platforms to make my voice heard. I gave Rusnak many opportunities to make this right, but I was told in no uncertain terms that they were done working on this issue. Again, oddly, no one from Rusnak has even LOOKED at my car since I brought it home from the transfer case replacement and the car started making the sound again within 24 hours after bringing it home. So, the same problem that was worthy of a transfer case replacement in December doesn't seem to be worthy of any additional work since the problem appears to be too difficult to diagnose. Therefore, the sound has been classified as normal.
I guess what it really comes down to is this. My car sounds like it is dying. Rusnak seems to believe that, A) The car really isn't making any sounds and, B) The sound is totally normal and C) That apparently I don't have anything better to do with my time to make up silly complaints about a car I otherwise love. Mr. R[redacted] asked me via text message on 12/29, "What type of resolution would make you feel right?" My answer? "...for the car to not make this awful sound." I guess I am a little surprised that Rusnak is acting like I have not demonstrated any problem with the car, and that they have only had one opportunity to work on my car. The communication I have received prior to yesterday all suggested that Rusnak was done working on my car, therefore, I filed this complaint.
What else might Rusnak believe I am after here, if not to have my car look, sound and perform properly? Why has this turned into "attack the customer"?? What the heck did I do wrong?? I had a pleasant sales experience. I love the car, minus the grinding sound that prior year Cayenne's did not make, and I'm not insane as far as I know, my hearing isn't even all that good... so, perhaps stop and ask yourself for a moment, what are we doing here? And yes, another dealership has been trying to help me because Rusnak drew a clear line in the sand and said they are done dealing with this problem. That doesn't make the problem resolved. But it is a bummer they are being made to handle a problem that Rusnak wanted to further part of.
So again, why are we here? We are here about a sound. Nothing more. Nothing less. There are brilliant minds over at Porsche. This is not about technical know-how. There is just a clear lack of desire to remediate the problem. Therefore, I filed this complaint after notifying Rusnak I would do so.
Regards,
[redacted]
It is true that we replaced the transfer case in the attempt to make the noise go away When the noise was still there, we had to get Porsche involved, as they are the decision makers as to what we fix/replace since they pay for it We had the regional technical representative from Porsche visit and inspect the unit At the same token, we had the client test drive other new vehicles in stock, and they all sounded the same as the vehicle MrC [redacted] purchased from us I don’t have any other options based on the nature of the way the vehicle performs K [redacted] General Manager
Complaint:
I am rejecting this response for several reasonsFirst, it is not true that I drove other new vehicles at the dealership nor anywhere elseI have not test driven any other Porsche at this nor any other dealership, everI did drive a rental Porsche for a week that made substantially less sound than my carFurther, just because Porsche Corporate does not want to deal with this does not mean it should not be dealt withSomehow, this was a big enough of a problem to replace my transfer caseBut suddenly, when the problem was not resolved, it was deemed "normal."
I'm sorry, but I just don't find it fair that I worked so many hours to purchase a brand new Porsche that everyone tells me sounds like it is brokenNone of the earlier model year Cayennes make this soundIt's literally a crunching, grinding soundAside from the annoyance and embarrassment, I have real concerns that I'll find myself stranded OR that the car will have major issues as soon as the warranty is upI drove my last car for ten yearsI'm now frightened to own this car a day past warrantyThere is no way I will keep my car past warranty this time aroundI simply can't believe that no one at Porsche is capable of diagnosing and fixing this issueNo, it likely has more to do with interest and expense I understand there would be some expense involved in identifying and rectifying the issueIf this was to be part of the "normal" operation of the car that I was expected to accept, I would have really appreciated it being explained to me prior to my check clearing the bankMy monthly payments for the car are not flawedWhy then, should the car be?
Further, another dealership has been extremely helpful in diagnosing the issue and involving Porsche CorporateThey are at least attempting to find a solutionIf they're able to do that, and I didn't even purchase the car from them, why couldn't you? I've been extremely easy-going, flexible and soft-spoken about a situation that really bothers meI gave every opportunity to Rusnak to help right this wrong until it became abundantly clear that interest in this problem had wanedImagine for a moment if this was your brand new performance automobile Unfortunately, I know nothing about carsPorsche is supposed to be expertsWhat ifinstead of just accepting the problema few master techs put their heads together to find a fix?? The sound HAS to be coming from somewhereI refuse to believe it is simply normal, nor impossible to fixI posted recordings of the sound on two Porsche forumsAlmost every single response, all seemingly from long-time Porsche owners, tell me that something is very wrong and that Porsche needs to fix itAll I'm asking for is that my car FEEL and SOUNDsafe, all while not annoying or embarrassing me as friends exclaim that I've purchased a lemonI don't really feel that it's a lemonI'm just explaining public perception which along with my ownis not goodThank you,
*** ***
After further investigation, I found out that MrC*** did not road test other vehicles, but was offered to do so and declined stating that if it is to demonstrate that it is just than I am not interested. At the time of road test with client and technician, the client demonstrated the noise and asked if anyone ever complained about a noise prior. He was told by the technician that he was unaware of any complaints prior but has heard a similar noise on like vehicles. Client stated that the noise was much louder at times but could not replicate louder noise during the road test with technician. A noise could only be heard at low speeds with both windows down, radio and climate control off, and driving next to an object such as a vehicle or wall. Technician stated to client that noise could be but in the interest of client satisfaction, we would attempt to determine the cause to see if the noise could be eliminated or reduced. In diagnosing we determined the noise we heard was coming from the transfer case. Based on our findings we replaced the transfer case. After road testing vehicle with new transfer case installed, we determined noise may have been reduced but still present. We began road testing other like new vehicles with a Porsche FTM (Field Technical Manager) and his opinion, at that time, the noise was normal. FTM agreed to contact PCNA (Porsche Cars North America) engineering, and no word back to date from FTM. However, in the interim, client took vehicle to another Porsche service center. That could be the reason we have not heard back from FTM, as he would naturally be working with the other service centerClient has not demonstrated an abnoise or condition to us, and we have not replicated any abnoise or condition while vehicle was in our possession. Our repair was an attempt to minimize or correct a noise heard by our technician at the time of road test with client. The client has stated in his response that he is already working with another Porsche service center in attempt to correct the condition. PCNA is aware and working with other service center to address client's complaint or concern.
We have only been given one attempt for repair on repair order #to correct condition/noise. During this repair we involved PCNA and FTM. We would be more than willing to continue diagnosing client's concern in an attempt if he wishes us to continue
Hello,
The refund has been processed and will be mailed out today. We have notified client and he should receive the check this week
Thank You,
K*** ***
General Manager
It is true that we replaced the transfer case in the attempt to make the noise go away. When the noise was still there, we had to get Porsche involved, as they are the decision makers as to what we...
fix/replace since they pay for it. We had the regional technical representative from Porsche visit and inspect the unit. At the same token, we had the client test drive other new vehicles in stock, and they all sounded the same as the vehicle Mr. C[redacted] purchased from us. I don’t have any other options based on the nature of the way the vehicle performs.
K[redacted]
General Manager
I am rejecting this response because it does not coincide with anything that has actually occurred. To hear Rusnak tell it, my car isn't really making noise, I wasn't able to demonstrate any noise, in spite of not having the noise demonstrated for them, they took on the costly transfer case replacement anyway, and that while they initially said I test drove other vehicles, they now concede I have not. As for the test drives, since your own employees told me the only reason for the test drives would be to properly set my expectations (i.e., accept the horrible grinding sounds), I fail to see how a test drive would impact this matter. Test driving 100 other cars isn't going to change my predicament. If the airbag on my car wasn't working, test driving other cars with faulty air bags would not really help my situation. For the record, not only did I demonstrate the sound, but I have the sound audio-recorded on my iPhone on multiple occasions and I forwarded them to Rusnak in December.
The fact is, I emailed Mr. R[redacted] and Mr. A[redacted] on December 15th to alert them to this matter. By December 29th, Mr. R[redacted] stated that he had spoken to his GM and that everyone, including Porsche, agrees that the sound is normal. I notified Mr. R[redacted] that I was not going to accept this response, and that I would take to social media and other platforms to make my voice heard. I gave Rusnak many opportunities to make this right, but I was told in no uncertain terms that they were done working on this issue. Again, oddly, no one from Rusnak has even LOOKED at my car since I brought it home from the transfer case replacement and the car started making the sound again within 24 hours after bringing it home. So, the same problem that was worthy of a transfer case replacement in December doesn't seem to be worthy of any additional work since the problem appears to be too difficult to diagnose. Therefore, the sound has been classified as normal.
I guess what it really comes down to is this. My car sounds like it is dying. Rusnak seems to believe that, A) The car really isn't making any sounds and, B) The sound is totally normal and C) That apparently I don't have anything better to do with my time to make up silly complaints about a car I otherwise love. Mr. R[redacted] asked me via text message on 12/29, "What type of resolution would make you feel right?" My answer? "...for the car to not make this awful sound." I guess I am a little surprised that Rusnak is acting like I have not demonstrated any problem with the car, and that they have only had one opportunity to work on my car. The communication I have received prior to yesterday all suggested that Rusnak was done working on my car, therefore, I filed this complaint.
What else might Rusnak believe I am after here, if not to have my car look, sound and perform properly? Why has this turned into "attack the customer"?? What the heck did I do wrong?? I had a pleasant sales experience. I love the car, minus the grinding sound that prior year Cayenne's did not make, and I'm not insane as far as I know, my hearing isn't even all that good... so, perhaps stop and ask yourself for a moment, what are we doing here? And yes, another dealership has been trying to help me because Rusnak drew a clear line in the sand and said they are done dealing with this problem. That doesn't make the problem resolved. But it is a bummer they are being made to handle a problem that Rusnak wanted to further part of.
So again, why are we here? We are here about a sound. Nothing more. Nothing less. There are brilliant minds over at Porsche. This is not about technical know-how. There is just a clear lack of desire to remediate the problem. Therefore, I filed this complaint after notifying Rusnak I would do so.
Regards,
[redacted]