Grahame Moir
New member
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.
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.
] 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?
