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Helpful ReplyHot!Headlight Cracking........Porsche washing off responsibility.......POOR

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imi
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2019/08/12 16:36:12 (permalink)

Headlight Cracking........Porsche washing off responsibility.......POOR

Hi All
 
Need your help.
 
We had a heatwave in London a couple of weeks and it seems like the headlights have cracked as a result of it  
 
I am attaching a couple of pics where you can see both lights have cracked in a similar fashion - albeit right side is worse than left.
 
I am shocked at the quality / lack of the lights.....never experienced this in any of the cars I have owned.
 
Has anyone experienced this before? If so how did you deal with it?
 
  • Car is under extended warranty
  • Owned since new
  • 15K miles in 4.5 yrs of ownership - hardly drive it.
 
I have come across this thread on a different site that talks about this very same issue. 
https://www.planet-9.com/981-cayman-and-boxster-problems-and-complaints/187842-cayman-headlight-issue.html
 
I am hoping that the lights are changed under warranty without issues however am nervous at the same time. Very disappointed that the quality of the product hasn't met expectations. 
 
 
 
imi
 
 
post edited by imi - 2019/10/02 11:33:48

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imi
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Re: Headlight Cracking........ 2019/08/12 16:40:29 (permalink)
Left Side

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Re: Headlight Cracking........ 2019/08/13 09:09:48 (permalink)
That's really bad - but I am sure they will be replaced under warranty.
 
I must check mine now!!


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Motorhead
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Re: Headlight Cracking........ 2019/08/13 11:01:01 (permalink)
Wow! That's really troubling imi - I've neither seen nor heard of that happening myself.
 
Lucky in some sense that it's happened on both headlights, so you can demonstrate to the Dealer that it's not a one-off. I would hope that its covered by the extended warranty because those PDLS units will be very expensive.
 
Be sure to let us know how you get on.
 
Jeff

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pfs
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Re: Headlight Cracking........ 2019/09/07 09:10:16 (permalink)
Just seen this post....did you get the damaged headlights replaced by Porsche under warranty? I had a different headlight cracking effect through the full thickness right in the middle of the lenses on both headlights (which are the same as Cayman) on my Boxster 981GTS two years ago while still under normal warranty. HID PDLS units. Porsche initially refused any help saying I had caused the problem by cleaning with the wrong materials which was definitely not the case. The thing that interests me is that your problem occurred when the temperatures were high...mine happened while on holiday in France when the temperatures were also high. I pushed Porsche GB who finally "as a gesture of goodwill"  asked me to pay half of the cost, but as they cost over £3k I refused as I didn't accept I should pay a four figure sum to fix a warranty issue, and went to the automotive ombudsman service. After a long delay they effectively supported the Porsche GB position saying the only way I could take it further was to...prove I had not used inappropriate cleaning materials ! How do you prove you haven't done something ! Two years on and I still have the faulty headlights. It's not affecting the way they work but it doesn't look great. Any comments?
 
Paul
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Re: Headlight Cracking........ 2019/09/07 10:17:29 (permalink)
Paul,
 
Is there anything in the owners manual that says how and with what the headlights should be cleaned ? 

Andrew
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pfs
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Re: Headlight Cracking........ 2019/09/07 12:08:43 (permalink) ☄ Helpfulby imi 2019/10/04 19:17:34
Hi Andrew. Before my Boxster GTS I had a Cayman R like you did. I still miss that car.....
 
Back to headlamp lenses. There is no specific instruction I am aware off regarding what to use (or not use) regarding cleaning. I foam and wash my cars with periodic polish and wax...all with quality products. The suggestion that cleaning materials are to blame is a red herring in my opinion (and others).  The problem with my headlight lenses happened after a long hot run in France including at night and is directly in line with where the dip beam passes through the perspex..... it happened to both at the same time too. Whether this is related to ambient temperature and/or the heating (or maybe UV) from the headlamp beam is unclear. The problem highlighted by imi at the beginning of this thread seems different to my problem, however there is plenty of other anecdotal evidence over some years for people having a variety of crazing problems with Porsche headlamps. 
 
Do you have a problem with the headlamps on your 981 ?
 
 
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Re: Headlight Cracking........ 2019/09/07 13:03:51 (permalink)

Hello, Just reading the articles and my Cayman 981S front headlights have both just cracked and I can only think it was the extreme heat. It is very unusual for both to crack I would have thought.
The car is under warranty and I have just been into the local dealer and they have taken photos and are forwarding to check the status. I will update but wondered if anyone has had any problems or had it covered under warranty
 
Best

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Re: Headlight Cracking........ 2019/09/07 13:36:07 (permalink)
Thank you Paul.
 
Cayman R ... I do not miss it at all, reasons another time.
 
Having just checked my lights I find them OK, what was used on them for the 3.5 years (11k) prior to my tenure (2 years & 17k) ... ???  I use gtechniq products as the car was ceramic coated prior to and during my time with it. 
 
Given that there are no manufacturer`s instructions on how to treat them how can Porsche support their response, a really poor show ! 

Andrew
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lessismore
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Re: Headlight Cracking........ 2019/09/10 20:18:34 (permalink)
imi - How did you get on with your cracked lights under warranty.
 
I have been told that my light cracks on both of my front lights are possibly due to stress cracks from incorrect fitting of lights, change of lights or removal of bumper and nobody else has reported cracking lights due to the heat
 
Porsche warranty have told the OPC that the warranty does not cover this. I said I have had the car 10 months and they were fine when I bought it and that there is no record or history of the car ever having the bumper removed, changed, refitted or lights being replaced. I have only done 1200 miles in the car and it has never been outside of the OPC Network and has always been under warranty
The dealership delivered the car to my home address and handed it over and the car was immaculate
How they can say that is beyond me and as a customer who has 2 Porsche cars I find it a terrible attitude
I will let the OPC follow up and advise me of their final position before I escalate further to Porsche Customer Services
 
 

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Re: Headlight Cracking........ 2019/09/10 20:20:59 (permalink)
I assume under Extended warranty?

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lessismore
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Re: Headlight Cracking........ 2019/09/10 20:23:15 (permalink)
Yes that's correct - extended

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Re: Headlight Cracking........ 2019/09/10 20:41:03 (permalink)
I suppose the question is what did the OPC attribute the failure mechanism to in its written report to Porsche GB? I’d be very keen to see that and I’d quickly get legally aggressive. You’re dealing with two organisations that are there to push back and challenge claims. It is too easy for OPC or Porsche to allege the unprovable with no analysis or evidence to support their assertion, but I am sure you know that already.
 
I hope you’ll post the final story here and good luck.

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imi
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Re: Headlight Cracking........ 2019/10/02 11:26:18 (permalink)
pfs
Just seen this post....did you get the damaged headlights replaced by Porsche under warranty? I had a different headlight cracking effect through the full thickness right in the middle of the lenses on both headlights (which are the same as Cayman) on my Boxster 981GTS two years ago while still under normal warranty. HID PDLS units. Porsche initially refused any help saying I had caused the problem by cleaning with the wrong materials which was definitely not the case. The thing that interests me is that your problem occurred when the temperatures were high...mine happened while on holiday in France when the temperatures were also high. I pushed Porsche GB who finally "as a gesture of goodwill"  asked me to pay half of the cost, but as they cost over £3k I refused as I didn't accept I should pay a four figure sum to fix a warranty issue, and went to the automotive ombudsman service. After a long delay they effectively supported the Porsche GB position saying the only way I could take it further was to...prove I had not used inappropriate cleaning materials ! How do you prove you haven't done something ! Two years on and I still have the faulty headlights. It's not affecting the way they work but it doesn't look great. Any comments?
 
Paul





UPDATE
 
Similar to Paul's account Porsche GB are effectively washing their hands off their product issue. 
 
They have been clutching on straws by trying the following excuses....
 
Frontal Impact
Front Bumper Removed
Non standard Grills
 
With each excuse I have had to spend time and effort to prove that is not the issue (when the onus is on them to prove that it is) and they have eventually agreed...... however without offering any reason they have concluded that it is not a manufacturing / product issue - and yet both lights show cracking of a similar nature....so its obvious that there is an issue. They have sadly refused to put things right under warranty and have offered to part-pay for the replacement which I refuse to do for a product / manufacturing issue. 
 
I expect a premium service from a premium brand and sadly Porsche have no clue how to deal with customers in the UK - this has tainted my confidence in the brand and frankly I would hesitate in recommending the brand to anyone.
 
Note: In the US there are several cases where Porsche have swapped lights under warranty for far less.
 
I am considering the Ombudsman route and open to suggestions as to what other approach to take. 
 
I would love to hear from fellow members that have had similar issues with their lights, if the issue is identical then we can perhaps put a joint case together.......
 
Is there a role for this club to play in supporting the case? 
post edited by imi - 2019/10/02 11:57:17
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Re: Headlight Cracking........ 2019/10/02 11:37:52 (permalink)
Good to hear that finally you've got a (begrudging) result Imi.
 
Paul has said that the Ombudsman wasn't helpful in his case, so you'd probably find the same. I presume you've taken this up with your Dealership principal rather than just the service manager? Most Dealerships are part of a larger group, so you could take your complaint higher up the chain.
 
Good luck.!
 
Jeff 

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imi
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Re: Headlight Cracking........ 2019/10/02 11:48:54 (permalink)
Motorhead
Good to hear that finally you've got a (begrudging) result Imi.
 
Paul has said that the Ombudsman wasn't helpful in his case, so you'd probably find the same. I presume you've taken this up with your Dealership principal rather than just the service manager? Most Dealerships are part of a larger group, so you could take your complaint higher up the chain.
 
Good luck.!
 
Jeff 




Hi Jeff
 
Escalated it to Porsche GB so it was handled by their case manager (courteous but ineffective).
Escalated it to Porsche AG by going to one of their senior customer service VPs.
Cascaded back to the same case manager who upped their offer from 500 > 1000 as a "gesture of goodwill"....
 
Personally I'd like to understand what caused the issue (as to date no explanation has been provided). 
  • If I am to blame then I can cough up the cost
  • If I am NOT to blame then I expect Porsche to cough up the cost.
Putting their poor offer aside - the amount of time, effort, stress in dealing with Porsche regarding this issue has been taxing...... super poor customer service.
 
I bought the car new, a custom order, 70K of our hard earned - Where are our consumer rights in the UK? 
 
 
 
post edited by imi - 2019/10/02 12:25:12
imi
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Re: Headlight Cracking........ 2019/10/02 12:04:39 (permalink)
Do these look like a quality product of a 70K car that has done 15K in 5 years......Always under Porsche warranty?
 

post edited by imi - 2019/10/02 12:05:51
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Re: Headlight Cracking........ 2019/10/02 12:06:40 (permalink)
It sounds very much as though you've taken it as far as possible within Porsche Imi, so I can understand your frustration - I would be too..! Not the sort of treatment you expect from a so-called premier car manufacturer.
 
I really don't know where you could get further advice. Trading Standards perhaps? Porsche UK would smart if you managed to get your case taken up by the BBC's Watchdog program..!
 
Jeff
 
Edit: That pic looks like serious delamination has taken place. Surely a manufacturing fault, and Porsche should at the very least send the units back to the manufacturer for comment?
post edited by Motorhead - 2019/10/02 12:10:23

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imi
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Re: Headlight Cracking........ 2019/10/02 12:13:51 (permalink)
I think I have given Porsche enough opportunity to put this right - they choose to haggle and negotiate which I personally think is poor form. I have no choice but to go down the social route (which I have already warned them that I would).
 
Can I ask fellow members to retweet this.....
 
 https://twitter.com/ihshaikh/status/1179352654859948038?s=20
 
post edited by imi - 2019/10/02 13:14:28

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Re: Headlight Cracking........ 2019/10/02 12:28:27 (permalink)
The damage to yours is the same as that in the planet 9 thread referred to at the beginning of this saga - that was replaced under warranty in the USA. Which Centre do you use (no shaming restriction as the issue was escalated to Porsche Cars GB)
 
 

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