Porsche Assistance - Limitations

[Lancerlot]

Just been looking over the latest Porsche Assistance conditions and it looks like, in most cases, some additional cover would be prudent.
For starters the scheme only covers breakdowns, so it won't recover you in the event of a road traffic accident, fire from user error, theft or vandalism.
It does not cover breakdowns when the vehicle has been kept in unroadworthy condition or has not being properly serviced.
It excludes customer induced incidents including lockouts, flat battery, no fuel, wrong fuel, tyre damage due to user error including running over a kerb or other obstruction, incorrect tyre pressures, non N rating or other technical requirements.
It's therefore worth digging out your Porsche Assistance Service Description and studying it carefully before relying on it in an emergency. [&:]
Regards,

Clive

 

[fireblade]

I agree.

I looked very carefully when I went to extend my warranty (PA now seems to be charged separately) and decided that the AA was a better bet for European Cover

Incidentally during a track day last Friday I went to adjust tyre pressures for a fellow member 991.1 GT3 and was told that a compressor is not supplied on 991.1 and my 991.1 Turbo S certainly doesn't seem to have one! I usually take a foot pump for small adjustments but didn't bother this time due to full load.

Attended an "event" at the local OPC on Sunday and no one seemed to know anything about this withdrawal. I have been motoring through out Europe for three years with a bottle of gunge but no means to inflate a minor puncture!

Someone please tell me that I just couldn't find it!

Cheers
Michael

 

[Gorsh]

Very interesting - I have sold my car and don't have the new one yet to check - but if what you say is correct in the T&C some clarification from our OPC's or Porsche GB is needed as I understood the cover to be pretty comprehensive to give peace of mind whatever the cause of the 'breakdown'.
I have just taken a quick look at the Porsche GB web site and copied the section below which confirms accidents are covered. Clive - are you sure you are checking the new car assistance? The reason I ask is the AUC Assistance is an insurance product just like the warranty so cover has limitations compared to a new car cover.

• If you’ve been involved in an accident Porsche Assistance will provide you with onward mobility and recover your vehicle to a Porsche Centre Approved Body Repairer.

 

[ralphmusic]

... and I have written confirmation that car's involved in a trackday "incident" will be recovered to nearest Centre.

 

[Lancerlot]

Of course, it's possible I've misread the conditions so here they are verbatim.
Ralph, as you can see, track days for road cars are specifically covered.

Regards, Clive

 

[Gorsh]

You haven't misread them Clive, and I didn't for one minute think you had. Something doesn't stack up though as I said above - on the Porsche UK web site the summary of cover states accidents are covered - therefore an explanation from Porsche to clarify this is needed - or you have the T&C from the used car Porsche Assistance cover which is quite likely different to new car cover.
I can't find the full terms on the web site, I will carefully check my paperwork when I get my car though, so thanks for the heads up on this.
Gordon.

 

[Lancerlot]

The "road accident" exclusion appears to relate to "customer induced incidents".
I am therefore writing to David Metcalf, Manager of Porsche Customer Experience for clarification of cover.
I will post again when I have received his response.
Regards,

Clive

 

[s999sws]

The third condition from the bottom will take some sorting out!
steve WS

 

[Peter_Bull]

The words 'Unless we agree otherwise at our sole discretion' seems to be a catch all to cover everything or exclude those listed. I have always believed that I was comprehensively covered for all occasions and would indeed be happy to have some clarification.

Thankfully I have additional Green Flag cover with my current account!

 

[garyw]

My current Marque has gone through some similar issues at the moment, they run an extended warranty (appreciate this is standard warranty attached) which I had renewed and used the car around Europe only to discover that Europe was not covered at all!
I guess following my very happy cover under Porsche extended I had expected similar service, however this year a line was removed to now have Europe not excluded from the cover- but not specifically state it is covered! A call to the dealer confirmed it was now covered.

We also had the issue of no cover for punctures or tyres issues- no matter how caused!, this had been my major complaint as like the 991 I don't have a spare and my most likely reason for calling assist would be for punctures- it certainly has been for the Porsche experience.

It's only small things and print, but did make for a stressful usage time of the car...

 

[Mike Pink]

The "road accident" exclusion appears to relate to "customer induced incidents".
I am therefore writing to David Metcalf, Manager of Porsche Customer Experience for clarification of cover.
I will post again when I have received his response.
Regards,

Clive

Thanks Clive. I've just re-read it and came to the same conclusion - the wording oddly suggests a road accident "induced" by the customer is excluded, but (by omission) not one induced by a third party. Also, it fails to explain how that might be determined. V unsatisfactory.

Mike

 

[tscaptain]

Would a road accident recovery be covered by your normal car insurance, whoever caused it? Mine does. How would they ( PA) establish the guilty party anyway - as we are told by our insurers to admit to nothing and thus it often takes decades to resolve!

 

[Mike Pink]

Would a road accident recovery be covered by your normal car insurance, whoever caused it? Mine does. How would they ( PA) establish the guilty party anyway - as we are told by our insurers to admit to nothing and thus it often takes decades to resolve!

Looking at most breakdown company policies (the AA, etc), they are just that - breakdown cover. However, they will usually recover a crashed car, but seek re-imbursement from the at-fault driver or you if the at-fault driver is uninsured/missing, etc. Not sure where we stand with Porsche Assistance. :-( Hopefully Clive will get some clarity.

 

[BigCat]

I agree.

I looked very carefully when I went to extend my warranty (PA now seems to be charged separately) and decided that the AA was a better bet for European Cover

Incidentally during a track day last Friday I went to adjust tyre pressures for a fellow member 991.1 GT3 and was told that a compressor is not supplied on 991.1 and my 991.1 Turbo S certainly doesn't seem to have one! I usually take a foot pump for small adjustments but didn't bother this time due to full load.

Attended an "event" at the local OPC on Sunday and no one seemed to know anything about this withdrawal. I have been motoring through out Europe for three years with a bottle of gunge but no means to inflate a minor puncture!

Someone please tell me that I just couldn't find it!

Cheers
Michael

My new 991.2 GTS has the compressor, lift the bonnet, remove the large piece of trim over the battery and you will see a rectangular box next to the battery unclip the lid and that's where your compressor is located.

 

[BigCat]

Would a road accident recovery be covered by your normal car insurance, whoever caused it? Mine does. How would they ( PA) establish the guilty party anyway - as we are told by our insurers to admit to nothing and thus it often takes decades to resolve!

Like yours Alan, my motor policy (which is Porsche Insurance underwritten by Aviva but now administered by Carbon Insurance Brokers) provides for vehicle recovery in the event of an accident in the UK. But it doesn't end there, my policy also provides breakdown and accident recovery within the European Countries and if the driver is unfit that is also covered. The wording on my Porsche Assistance Booklet (same one supplied after I took delivery of my new 991.2 GTS as I received for my Macan GTS last year - Pub Number POR007 (08/15)) is the same as Clive's So between my Insurance Policy and Porsche Assist my Macan and 911 are fully covered in the UK and Europe for recovery after breakdown or accident along with all sorts of benefits like accommodation, onward transport etc.

 

[Lancerlot]

Following on, I wrote to PA first class on 29th June. I have yet to receive a response,. This is the letter I sent. I will let you know once I hear anything further.

Dear Sirs,
I have received details of the Porsche Assistance scheme.

There are one of two areas that require clarification and I would be grateful if you would kindly help me, please.

1.) The text refers to breakdown. Does this include roadside attention/recovery resulting from a road traffic accident?
2.) In 6 "What is not included” a number of exclusions are specified including assessment for un-roadworthiness, poor maintenance condition, kerbing collision, incorrect technical requirements etc. Who makes these roadside judgements please, since it is stated in your literature your patrols and agents are not in a position to comment on general safety or roadworthiness?
3.) Similarly, assistance can be declined due to variously described customer induced incidents or neglect. Who makes this roadside decision and what appeal procedure is there in the event of a disagreement, please?
4.) Specifically, assistance is declined when a valid road fund licence is not displayed, but it has not been necessary to display a VED disc in vehicle windscreens in UK since 2014. May I assume therefore this no longer applies and can you confirm this, please?
5.) If this is one condition that can be disregarded, are there other conditions in the document that also do not apply and if so which, please?
I look forward to hearing from you.

Yours faithfully,

Clive White.
cc. David Metcalf, Customer Experience Porsche Cars GB

Regards,
Clive

 

[Lancerlot]

Well, all has been quiet on the "Western Front".
I wrote to PA on 29th June but have yet to receive any response.
I am sending a follow up today, also written to Dave Metcalf at Porsche Cars GB.
I will update this thread if and when I receive a reply.
Regards,

Clive

 

[Peter_Bull]

Thanks for persevering on our behalf Clive.

 

[Lancerlot]

Latest from Lee Brown at Porsche Customer Assistance Centre :-

[FONT=arial"]"Please be advised your enquiry is currently being managed by Porsche Assistance and they are ascertaining the relevant answers internally with their legal department to provide you with the correct information.
[FONT=sans-serif"]I have been informed that you will receive a response directly next week.
[FONT=sans-serif"]As soon as I have any further update, I will let you know personally."

 

[Lancerlot]

Latest update is that nothing has further been heard. I contacted Porsche Customer Assistance once again and received the following reply:-

[FONT=arial"]Dear Mr White
[FONT=sans-serif"]Thank you for your email and I am sincerely sorry that you have not yet received a response, this certainly isn't the level of service that we expect from Porsche partners.
[FONT=sans-serif"]I have addressed the matter with the Business Manager of Porsche Assistance and I am currently awaiting his call. Once I have spoken with him, I will come back to you and let you know as a priority.
[FONT=sans-serif"]Kind regards
[FONT=sans-serif"]Lee Brown
[FONT=sans-serif"]Porsche Customer Assistance Centre
[FONT=sans-serif"]Porsche Cars Great Britain
[FONT=sans-serif"]Bath Road, Calcot, Reading, RG31 7SE
[FONT=sans-serif"]customer.assistance@porsche.co.uk
[FONT=sans-serif"]03457 911 911

So the wait goes on...
Regards,

Clive