Hot!Cayman 718-S Windscreen Replacement - The Porsche (bad) Experience

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Grahame Moir
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Grahame Moir PCGB Member
2018/12/05 20:17:30 (permalink)

Cayman 718-S Windscreen Replacement - The Porsche (bad) Experience

Considering what can only be described as an abysmal service provided by Porsche and / or my local Porsche dealership (*********) over a replacement windscreen, I felt it is necessary to share my experience with other Porsche owners.  
 
It is fair to say that these days for most vehicles and models it is a simple and straight forward process to replace a windscreen. It appears not to be the case at least in my experience for a Porsche 718 Cayman-S. 
 
While travelling along a country road in Aberdeenshire which had been resurfaced and the dreaded grey chippings freshly laid, I sustained two large cracks in my windscreen caused by oncoming traffic who seemed to be oblivious to the 20 mph speed restrictions imposed for this type of new surface. Both cracks were pretty serious however one was right across my line of vision and therefore the windscreen had to be immediately replaced.
 
I phoned the Porsche Insurance number and followed the automatic instructions which took me directly to National Windscreens. It seemed to be a simple efficient process and they advised that they had the windscreen which would be replaced Tuesday the following week. All seemed to be going well until someone at Porsche ********* questioned if it was a genuine approved part. I then checked with National Windscreens who advised that it was not. This therefore had implications with the Porsche Warranty who said they would not accept it. I therefore cancelled the order and went back directly to Porsche Insurance. They said I should not have gone to National Windscreens and seemed surprised when I advised them that it was the Porsche Insurance Claim system that took me directly to them. Porsche Insurance then contacted Porsche *********  directly who were then commissioned to handle the claim and source the ‘genuine’ part through the Porsche system.
 
 After cancelling the National Windscreens order I put the car into Porsche *********on 7th July and collected it eventually 15th August. As I’m sure most will agree over 5 weeks is just not acceptable. 
 
During that time up to about 2 weeks before the eta of the windscreen, which was still not confirmed at that time, I could not get any information on a delivery date from Porsche ********  who claimed that Porsche Germany would not give them any information. It appeared, from what I was being told, that there were no windscreens in the UK or Germany and it therefore had to be sourced from somewhere else in the world. While complaining to Porsche Customer Services it transpired that Porsche Germany had changed supplier and were having problems with the new supplier. Porsche ********* appeared to be unaware of this. 
 
After the 3 weeks when I could still not get a firm date for delivery, I took the law into my own hands and after advising everyone concerned i.e. Porsche Insurance, Porsche ********* and Porsche Customer Services that, due to the failure of all concerned in providing a replacement windscreen in a reasonable time, I would purchase the Pilkington Glass ‘none approved’ part from National Windscreens and get it installed temporarily until such times as the ‘approved’ part could be delivered and then installed by Porsche *********. Costs for the temporary windscreen would be back charged to Porsche. 
 
The ‘temporary’ windscreen was supplied and fitted by National Windscreens with the assistance of Porsche ********* regarding calibration required. The windscreen was dimensionally incorrect with a slightly larger gap at the top two corners. This was an issue between National Windscreens who had been supplied with a faulty batch by Pilkington Glass. I understand the issue was resolved by National Windscreens. A further windscreen was supplied by National Windscreens, dimensionally checked and found to be correct however It was agreed by Porsche ********* to leave the faulty windscreen in until the new ‘Porsche Approved’ version was available to be fitted.
 
The new ‘approved’ windscreen was eventually fitted on 15thAugust by National Windscreens with the assistance of Porsche *********. National Windscreens and Porsche ********* came to an agreement over purchase of the new windscreen avoiding any possible issues over my claiming back the temporary windscreen. 
 
At this point I have to commend National Windscreens who went beyond the call of duty in this issue. I wish I could say the same about the Porsche organisation. In fact the attitude of ********* Service management when I finally collected the car was cold and dismissive, as though I was the problem. It was not the way to treat a regular customer! I do however give credit to the Parts Manager at Peter Vardy who, throughout the whole episode, was genuinely concerned and helpful. There was absolutely no support from Porsche Customer Services.
 
To conclude this sordid issue any reader that has managed to get through this article will be both amused and shocked to hear that the final ‘Porsche Approved’ windscreen was manufactured by Pilkington Glass and was exactly the same as the National Windscreen Pilkington Glass windscreen (by code, part number etc) which was not approved by Porsche in the first instance. 
 
Hard to believe that this kind of fiasco can go on in this day and age especially with such a prestigious car brand as Porsche.
 
post edited by Peter_Bull - 2018/12/06 09:18:57

16 Replies Related Threads

    Motorhead
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    Motorhead PCGB Member
    Re: Cayman 718-S Windscreen Replacement - The Porsche (bad) Experience 2018/12/05 21:27:20 (permalink)
    A sordid tale indeed Grahame - you have my sympathy. Not the sort of treatment one should expect from a premium brand.
     
    Unfortunately you may fall foul of the forum police for naming shaming the Porsche Centre concerned since it’s against forum rules.
     
    Interesting to note that the replacement screen was of Pilkington manufacture. I’ve heard that their screens are much better quality (and thicker) than some that are used regularly which are of Chinese origin.
     
    Good to hear that you got it sorted.....eventually!
     
    Jeff

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    Grahame Moir
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    Grahame Moir PCGB Member
    Re: Cayman 718-S Windscreen Replacement - The Porsche (bad) Experience 2018/12/06 00:00:31 (permalink)
    Hi Jeff 
    I'm new to the club forum but did quickly go through the rules and thought I was ok. Although it was quite a long description of my experience I did simplify it a lot and took out a lot of the naming and shaming content. 
    Another interesting point is why did the Porsche Insurance Claim system lead me to a 'none approved' part? They seemed quite surprised that it was their system that took me down that path. Could it be cost from an insurance point of view because directly from Porsche the windscreen is much more expensive!?
    Grahame
    Gazoak
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    Gazoak PCGB Member
    Re: Cayman 718-S Windscreen Replacement - The Porsche (bad) Experience 2018/12/06 06:59:44 (permalink)
    An interesting, if disturbing read Grahame. It sums up how aloof, in my opinion manufacturers (not just Porsche) and main dealers can be sometimes. They are only as good as the individuals who work for them, in this case and on a positive note as the parts manager was. It's hard to believe there are so few surplus screens in existence. I wonder if the 718 screen is the same profile and size as in the 981?   
    Peter_Bull
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    Peter_Bull PCGB Honorary Member
    Re: Cayman 718-S Windscreen Replacement - The Porsche (bad) Experience 2018/12/06 09:20:56 (permalink)
    I think that what you have written is a tale we can all recognise and one that many people who read this can learn from.  Thank you for the post.
     
    However I have had to edit it slightly so that you are within the forum rules of naming and shaming Grahame. 
     
    Apologies that it may not be what you expect but I and other Admins are here to ensure we abide by the Forum rules.


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    Motorhead
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    Re: Cayman 718-S Windscreen Replacement - The Porsche (bad) Experience 2018/12/06 10:10:14 (permalink)
    Ah!
     
    As I suspected it would be Grahame, your post has been nobbled by the forum police for naming and shaming. It's a pity, but rules are rules.
     
    I forgot to ask but I assume that you're insured with Locktons? If that's the case it might be in the interests of the Club Members if you highlight the issue with their system to Chris Seaward, the Club's General Manager, who should be in a position to take it up with Locktons.
     
    Jeff

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    Grahame Moir
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    Grahame Moir PCGB Member
    Re: Cayman 718-S Windscreen Replacement - The Porsche (bad) Experience 2018/12/06 10:40:58 (permalink)
    Hi Jeff
    Yes you were correct, I got nobbled but having read the rules again, I think, unfairly. I guess they are referring to section 3.1.2 and reading it to the letter of that section the operative words being malpractice, fraud, criminal or civil offences, I have not made any accusations to that effect. I will take this up with the 'police' separately. 
    With your reference to insurance I have always used 'Porsche Insurance' (Porsche Financial Services) which is actually Aviva.
    Grahame
    tscaptain
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    tscaptain PCGB Member
    Re: Cayman 718-S Windscreen Replacement - The Porsche (bad) Experience 2018/12/06 12:13:58 (permalink)
    Hi Grahame.  Try 3.1.12
    We are not " the police" but volunteer members who keep the forum in the manner laid out by the rules ( which are not laid down by us!)  If you wish to take this up with anyone I suggest the GM is the person.  I am mildly curious why this was resolved in August but posted here in Dec?
    That said I'm sure we all share your concern and the frustration you went through and, for anyone needing a 718 windscreen anytime soon, a timely warning if these are so hard to come by.  Maybe since August the supply has improved?   Now that the dust has settled have you fed back your experiences to Porsche UK and the Centre Principal at the centre concerned as the service and communication you received were considerably below the standard that anyone of us would expect?  From what we read on here it is clear that, despite Porsche AG's best efforts, not all PCs are created equal! 

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    Sarah McCann
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    Sarah McCann PCGB Member
    Re: Cayman 718-S Windscreen Replacement - The Porsche (bad) Experience 2018/12/06 19:00:11 (permalink)
    I have had a similar 'back order' experience with Porsche and my 718.
    I had to initially wait 3 months to wait for parts to return my car to the road......
    And am still waiting now 6 months for completion of all 'back order'parts.
    I have now been informed this can take between 6 to 12 months!!.
    I have now thrown the towel in.
    I love my car but cannot believe the total lack of care from Porsche.
    I do not blame my dealership or their parts department.. I do not blame Porsche Uk ...
    However I do entirely blame Porsche in Germany for their utter contempt of me as  customer.
    You spend £50 thousand on a car and get two fingers from Porsche post sale.
    I will be doing the same to them come the new year.
    I am presently looking at compared cars from other brands that can give similar performance.
     
    Grahame Moir
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    Grahame Moir PCGB Member
    Re: Cayman 718-S Windscreen Replacement - The Porsche (bad) Experience 2018/12/06 19:13:21 (permalink)
    Sorry you took it to heart, no malice intended, I thought it was quite a light hearted way of looking at it.
    To be honest why it took so long is my business and does not alter the facts and had it been posted earlier in the year would not make any difference. 
    Now back to the real issue, I have read the rules again and still maintain I have not infringed them. Assuming you are referring to section 3.1.2 'Name companies or individuals in relation to accusations of malpractice, fraud or other criminal or civil offences' There is no inference to any of these in relation to any of the parties involved.
    Regarding your comment about feedback to ********, I had many discussions and meetings with the management of ******** and conveyed my strongest opinion of how is it possible with such a prestigious company that this could happen. I also complained to Customer Services who, as I said in my posting, did nothing.
     
     
    Grahame Moir
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    Grahame Moir PCGB Member
    Re: Cayman 718-S Windscreen Replacement - The Porsche (bad) Experience 2018/12/06 19:21:49 (permalink)
    Hi Sarah
    My god I thought I was having problems, that is unbelievable and I don't blame you for throwing the towel in. My dealership kept blaming Porsche Germany and to be honest at first I thought they were passing the buck which is why I left it open a bit in my posting. Now I know they were not and it all came down to Porsche in Germany.
    Grahame 
    Sarah McCann
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    Sarah McCann PCGB Member
    Re: Cayman 718-S Windscreen Replacement - The Porsche (bad) Experience 2018/12/06 19:32:44 (permalink)
    Hi Grahame.
    I assume they are still producing 718 in factory so just cannot understand why there are no parts.
    It's very very frustrating.
    Enjoy your new windscreen
     
     
     
     
     
    Grahame Moir
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    Grahame Moir PCGB Member
    Re: Cayman 718-S Windscreen Replacement - The Porsche (bad) Experience 2018/12/07 00:53:03 (permalink)
    My comments exactly to Porsche ****** (I'm not allowed to say the name of the dealership/area) at the time regarding just how many windscreens are available in the world. However National Windscreens had them available without any problems but these were declared as none approved (by Porsche) although the Porsche windscreens were exactly the same make, code, part number etc The mind boggles!!!!
    Maybe things have improved since then (lol)
     
    Grahame 
    Motorhead
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    Motorhead PCGB Member
    Re: Cayman 718-S Windscreen Replacement - The Porsche (bad) Experience 2018/12/07 08:42:39 (permalink)
    Grahame/Sarah,
     
    Just to comment that 718 European production was ceased for a considerable time this year (April to September?) - it was all to do with WLTP - which could have had an impact on parts supply?
     
    Still, no excuse for what happened to you both.
     
    Jeff

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    BJ Innes
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    Re: Cayman 718-S Windscreen Replacement - The Porsche (bad) Experience 2018/12/07 09:21:27 (permalink)
    Grahame & Sarah,
     
    What a sorry saga both of you have had to endure.  
     
    Both posts amply describe just how quickly things can go messy even with what should be a straight forward supply process. Having visited the Porsche factory in Stuttgart only a couple of months ago, I can confirm Jeff's remark that production was stopped for several months during the summer. During my factory tour the guide mentioned the recent disruption to production caused by the WLTP emission regulations. The factory operates a "just in time" component supply, and as a result any break in production also impacts upon the supply of components, such as windscreens for example. I am not making excuses on behalf of Porsche Germany, only pointing out the facts as described to me.  
     
    I am currently awaiting delivery of my new 718 Cayman GTS. My fingers are crossed that my new car will be as trouble free and reliable as my current 718 Cayman S. Component supply issues involving back orders are not what customers expect after forking out the sort of sums Porsche are demanding for current cars. I sincerely hope lessons have been learnt for all parties involved from the sorry tales Grahame and Sarah have recently experienced.
     
    Brian                      
    post edited by BJ Innes - 2018/12/07 09:23:19

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    Grahame Moir
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    Re: Cayman 718-S Windscreen Replacement - The Porsche (bad) Experience 2018/12/07 10:35:45 (permalink)
    Hi Brian
    It is beginning to look like the problem as you say could have caused the delays. It would have been better from my point of view if they had come clean and said there was a problem. I still wouldn't have been happy but would have accepted it. As I understand from my dealership they could get no information from Porsche Germany, I was a bit suspicious of this at the time and wasn't sure if it was them also at fault. It seems I was a bit harsh on them at first but it was out of pure frustration in not getting any firm dates and of course not being able to get my car on the road in the best part of what was a glorious summer. 
    It is still a bit of a mystery why Porsche Warranty wouldn't accept the same windscreen spec from National Windscreens. I would have been back on the road within a week if they had accepted it.
    Grahame
    ian edwards
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    ian edwards Guest of the Club
    Re: Cayman 718-S Windscreen Replacement - The Porsche (bad) Experience 2018/12/07 12:06:21 (permalink)
    Bought my 718 Boxster July 2016 And am on my third windscreen due to bad luck with flying stones. The replacement screens were fitted by Autoglass. At both times I was offered the choice of Autoglass stock or from a Porsche dealer. Both were available . I chose the Porsche option due to warranty etc. I think I had to wait no more than a week. Replacements were late 2017 and early 2018. Sorry to hear how things have changed , its enough to put a lot of people off. 
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