Title: Service incident exposed escalation and - wbachalo
Title: Service incident exposed escalation and communication gaps
In early March, I delivered my Porsche Cayenne Hybrid to Stevens Creek Porsche for service. While in the dealership’s custody, the vehicle was involved in a significant on-site collision, resulting in extensive front-end damage. At the time, the vehicle had approximately 29,000 miles and was in excellent condition.
The dealership explained that another Porsche Cayenne driven by a technician struck my vehicle. Regardless of the cause, the primary concern was the handling of the incident. Communication was inconsistent, and no clear decision was communicated regarding repair versus total loss. Progress updates generally required repeated in-person visits.
The insurance valuation process extended over several months. The initial assessment did not include the vehicle’s full factory configuration of approximately $40,000 in options, and additional documentation and follow-up were required before a settlement was ultimately accepted.
This experience suggests that while routine service interactions may be adequate, more serious situations reveal shortcomings in escalation, communication, and customer engagement.
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