So here is the letter I sent to the owner by email, I will keep you up to speed if I get a response.

It is unfortunate that I have to take this step and communicate directly with the owner of the dealership, but given the lack of concern or respect I received from your service department on the first three occasions that I have brought my vehicle in for servicing, I felt I had no choice.

I purchased a brand new 2006 Cayman S from your establishment last year in June. I paid cash for this vehicle and was extremely excited about having an opportunity to own such a finely engineered piece of automotive machinery. I unfortunately assumed that the service for the vehicle would be of a similar quality to the car that I bought. It has been anything but the case.

I advised the service rep at the time (Christian Gersdorf) of the first service that scheduling maintenance would be difficult as I live in Fort McMurray, Alberta and would have to take a half day off from work to get any work done on the car. I also advised him that as a result of that my only available dates would be Fridays. The first service was simply an oil change and to replace a cracked foglight. He booked the appointment for 11:00 am, knowing as I had already advised him that I would need an afternoon appointment as I have to drive 5 hours from Fort McMurray. None the less, we arrived on time, and thereafter sat for 2.5 hours waiting for the vehicle to be completed. No courtesy car was offered even after requested. I was billed for the oil change and the fog light even though the fog light was not installed. No one went through the service sheet with me to tell me how things went. In fact the only question put to me, was how was I going to pay for it.

When I brought the car in for the second service this past May I again contacted Christian and advised him it was due for its 30,000 km servicing. He provided to me a Wednesday which I indicated once again would not work for me as I need a Friday appointment. He indicated that he could put me in at 11:00 am and once again I advised him that I would have to drive from Fort McMurray to Edmonton and at best could only make an afternoon appointment and tha we then booked it for 1 pm.. When I arrived at 1:00 pm he advised me that I was late and had missed my appointment. I indicated to him that the agreed to time was 1:00 pm. He said there was nothhing he could do. I expressed my frustration indicating that I had just driven 5 hours to make this appointment. And after much effort he took the car in and did provide to us a loaner vehicle which was returned the next morning when we picked up the car. I was advised on this occasion that the fog light would be installed at my next servicing and that my front tires needed to be replaced.

The last service and the one that is the most disconcerting happened this past weekend. Once again I booked the appointment for the Friday, advised the service rep that i needed the oil changed, the clutch squeek looked at, the fog light finally installed, replacement of the rear tires, and possibly an alignment as a vibration had started at highway speeds. The appointment booked was for 4:00 pm originally but Christian advised that not all the work could be done in that time, and that the tires would be back ordered. I negotiated an earlier time of 3:00 pm and asked if he could at least change the oil and install the fog light that I had purchased on the previous occasion and just check the linkage on the clutch to see if it just needed a little lubrication. He made no response to that but did book the appointment for 3:00 p.m. On the date in question , last Friday I arrived at 2:45 for my servicing. I had previously told Christian that I would need a courtesy vehicle as I had to make my way to Camrose in an hour. A new fellow had taken over for Christian, when I went to his desk he asked what I was there for. I indicated that I had requested a service both on the internet and through Christian and that I was bringing it in for the oil change, the fog light and to check the sqeeky clutch pedal. His response was the same as Christian's from the previous time, ..... simply that they could not do it all. I indicated that I wanted the request written on the service request sheet so that I would have some documentation if the clutch became a warranty issue. He said we still cant do it, and his response was, "Well what do you want us to do about it?" I said well when I have had other vehicles serviced they provided us a courtesy vehicle which we took back to Fort Mc and then returned the next week when the servicing was complete. He then began to interrogate us. What type of vehicle - our response, an acura TL, where did you get it serviced - at the acura dealership just down the block. His response then, was, "well my brother works in their service department, ..,.. and that would never happen". I was getting upset at this point as this service rep had just now insinuated that I was lieing to him in the presence of other customers. I challenged him on the point, urged him to contact his brother, give him my name and have him pull the service records to confirm that they provided a loaner vehicle to us not once but twice when we had it in for servicing. I also advised him that I was upset that he was suggesting I was lieing to him. At this point, he and the service manager leave, not telling me where they are going or what they are doing.

At this point a personal friend of mine walks by. Ivan ladouceur. I ask him what he is doing there and he advises me that his vehicle had blown a hose and was in the shop for an emergency repair. I said , you did not have to make an appointment. His response was no, i just called these guys and they took it in right away. At this point I totally befuddled. My friend , who did not even buy his vehicle from your establishment gets his car in and on the lift immediately. Meanwhile, it is now 3:25 and my car has not made it out of the intake bay. Clearly upset we communicate to Ivan our frustration with the servicing we have received from your shop, at which point the service rep in the next booth tells us to quit complaining, that we are not permitted to complain about the company. At this point I am extremely upset, I advise this young lady, that her coworker just indicated to me that I was a liar. I told her that I had a full right to complain about the service and should expect more when I pay in excess of $120,000 for a vehicle.

Eventually Christian, the replacement service rep, and I am assuming the service manager ( a gentleman with red hair - he never introduced himself or intervened during this affair) came back. Christian said, "I understand we have a problem" I said yes I booked the appointment with you. I wanted the oil changed, the fog light replaced and for you to check the clutch for the squeek. His response was, "as I told you Stafford there would not be enough time to do all that:" I indicated to him that that is why we booked an hour earlier so that the clutch could at least be looked at. I indicated I wanted the service request documented for warranty purposes. Christian suggested that there had to be some compromise on my end. I was thinking to myself on the first two occasions I had to miss an entire day of work and on this occasion 2/3 day of work, there is not much more I could do. In any event they gave me a loaner ( a 2008 Cheyenne S - a very nice vehicle I might add) and I went on my way. The time was now 3:49 p.m.

I received a call from the replacement service rep at 6:00 pm advising me that the oil was changed, the fog light in, and that they suspect that the squeek was a result of a pressure plate issue. he indicated that it would not fail but that they would have to pull the tranny to investigate it further , that it would be in the shop for 2 days and that Christian would be in the morning to talk to me about booking an appointment. I thanked him and closed off the call. When I arrived the next day to pick up my vehicle, Christian walked by but did not talk to me. some other gentleman asked if he could help. I indicated I was there to pick up my cayman s and gave him my name. He got the work order and my key and simply asked how I was going to pay. No follow up on the work that was done, no indication as to when I should be bringing the car back for the tranny issue.

I apologize for this being such a lengthy letter but I thought it was imperative that I share my whole Porsche servicing experience with you. I have owned many cars in my 44 years from Nissan, Mazda, Ford, GMC, Infiniti, and Acura, and never have I in that time been treated with such disregard and quite frankly from my last experience with such disrespect. This treatment does not in any way speak highly of your company despite the fine quality automobiles that you sell through this franchise.

Thank you for your time, I look forward to your reply.

Respectfully,


Stafford T.Gorsalitz

__________________
1 of 60 Sold in Canada 2006