[jjeffries]

Jay, I was once a dealership service manager, never Porsche but other nice makes, and “stuff happened” over those fifteen years, plenty of it.

Mostly innocent human-factor stuff when someone was rushing or tired; those guys work hard and the job can take a toll on their bodies and represents quite a daily grind.

Also, dealerships certainly have many excellent and fully trained technicians/mechanics, but they usually have at least as many lesser skilled guys who are working their way up and (hopefully) learning from their elders. As long as they’re properly supervised, it’s not an issue.

Statement of the Obvious, but the integrity of the shop/service department is generally a function of the owner’s character. Good dealers insist on having well trained techs working in good conditions and would never tolerate any suggestion of gouging or deceiving a customer, but others can be less noble... we likely all have a story.

And like any business, the way one responds when things go awry defines the endgame. There’s a limited window of time to fess up and demonstrate transparency and integrity to get the customer informed but on your side. I’ve had to make some awful phone calls but seem to have lived to tell!

Best, John