POLL: Is your Taycan missing the Charging Planner

POLL: Is your taycan missing the Charging Planner?


  • Total voters
    91

cbx313

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Hey all, just checking in on this thread. I'm actually the "Connect and Charging Expert" that had his work information revealed by a previous poster. I wanted to lay down some info for you all so you know what to expect going forward:

1) This is a new call center, better training, running out of Volkswagen's NA headquarters in Michigan. The old center has been phased out, so you're gonna see/hear some new names when you contact us at 1-800-PORSCHE.

2) There are several new "Experts" and many more "Specialists" that you'll be in touch with, if you call concerning your PCM, the My Porsche app, service failures, etc etc. The Specialists are your main point of support, and if they can't figure it out for you, then it gets sent up the line to me and my other Experts. We're your contact point to Porsche AG in Deutschland.

3) Please be patient with us. This is all new to the majority of us (I worked at Ford before, on the IT side of things), and we're working very diligently to get up to speed ASAP.

4) Now that my personal support email is out, as well as my full name, I would ask that you please keep your support requests to the official [email protected] email and 1-800-PORSCHE phone number. I can't take direct requests for support from my personal email, and the porsche.com address I posted keeps track of all your issues that you email/SMS us over, so any Specialist/Expert can jump in and take care of you should your original person be unable to continue.

5) I want to be able to keep my job, so I'm going to work my butt off to make sure that if you have an issue and I'm assigned to it, that I keep you in the loop and work on your behalf to try and facilitate getting your problem(s) fixed as quickly as possible. When the process involves me, it usually also involves Germany, and that whole thing takes time. Just know I'm on your side.

Hope you all have a great rest of your day, and to Kevin and Jerry, glad that I could deliver the good news to you today regarding your PCM fix.

-Colin B.
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dickp

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Hey all, just checking in on this thread. I'm actually the "Connect and Charging Expert" that had his work information revealed by a previous poster. I wanted to lay down some info for you all so you know what to expect going forward:

1) This is a new call center, better training, running out of Volkswagen's NA headquarters in Michigan. The old center has been phased out, so you're gonna see/hear some new names when you contact us at 1-800-PORSCHE.

2) There are several new "Experts" and many more "Specialists" that you'll be in touch with, if you call concerning your PCM, the My Porsche app, service failures, etc etc. The Specialists are your main point of support, and if they can't figure it out for you, then it gets sent up the line to me and my other Experts. We're your contact point to Porsche AG in Deutschland.

3) Please be patient with us. This is all new to the majority of us (I worked at Ford before, on the IT side of things), and we're working very diligently to get up to speed ASAP.

4) Now that my personal support email is out, as well as my full name, I would ask that you please keep your support requests to the official [email protected] email and 1-800-PORSCHE phone number. I can't take direct requests for support from my personal email, and the porsche.com address I posted keeps track of all your issues that you email/SMS us over, so any Specialist/Expert can jump in and take care of you should your original person be unable to continue.

5) I want to be able to keep my job, so I'm going to work my butt off to make sure that if you have an issue and I'm assigned to it, that I keep you in the loop and work on your behalf to try and facilitate getting your problem(s) fixed as quickly as possible. When the process involves me, it usually also involves Germany, and that whole thing takes time. Just know I'm on your side.

Hope you all have a great rest of your day, and to Kevin and Jerry, glad that I could deliver the good news to you today regarding your PCM fix.

-Colin B.
Good on ya Mate, & thanks for the update & all your hard work.
 

Hirschaj

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Hey all, just checking in on this thread. I'm actually the "Connect and Charging Expert" that had his work information revealed by a previous poster. I wanted to lay down some info for you all so you know what to expect going forward:

1) This is a new call center, better training, running out of Volkswagen's NA headquarters in Michigan. The old center has been phased out, so you're gonna see/hear some new names when you contact us at 1-800-PORSCHE.

2) There are several new "Experts" and many more "Specialists" that you'll be in touch with, if you call concerning your PCM, the My Porsche app, service failures, etc etc. The Specialists are your main point of support, and if they can't figure it out for you, then it gets sent up the line to me and my other Experts. We're your contact point to Porsche AG in Deutschland.

3) Please be patient with us. This is all new to the majority of us (I worked at Ford before, on the IT side of things), and we're working very diligently to get up to speed ASAP.

4) Now that my personal support email is out, as well as my full name, I would ask that you please keep your support requests to the official [email protected] email and 1-800-PORSCHE phone number. I can't take direct requests for support from my personal email, and the porsche.com address I posted keeps track of all your issues that you email/SMS us over, so any Specialist/Expert can jump in and take care of you should your original person be unable to continue.

5) I want to be able to keep my job, so I'm going to work my butt off to make sure that if you have an issue and I'm assigned to it, that I keep you in the loop and work on your behalf to try and facilitate getting your problem(s) fixed as quickly as possible. When the process involves me, it usually also involves Germany, and that whole thing takes time. Just know I'm on your side.

Hope you all have a great rest of your day, and to Kevin and Jerry, glad that I could deliver the good news to you today regarding your PCM fix.

-Colin B.
Thank you for posting on here and proving some insight into the process and changes going on within Porsche. I’ve been reading these forums for a while now and it seems like some things are moving in the right direction lately with regard to the vehicle software and backend services. Thanks for your (and your co-worker’s) hard work.
 

DerekS

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@cbx313 I'm sorry you got outed on here. But I will say the support improvements are noticeable!

I was pretty impressed to get a great rep with no hold time when I called on Monday.
 


Windpower

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Hey all, just checking in on this thread. I'm actually the "Connect and Charging Expert"
...
I worked at Ford before, on the IT side of things
Congrats on moving to Porsche. I don't know if you've monitored this forum before but it's a great source for feedback on problems and fixes (some of the fixes are home grown but helpful none the less).

I'm sure most of us on this forum would be happy to help with testing. Just let us know. And make sure they get you a Taycan to test with.
;)

PS: as feedback to Porsche, I used to lose the connection to my iPhone about 2 to 3 times a week. A message would pop up "No device connected" and CarPlay didn't work (several different manifestations of CarPlay not working). Since I had the WMA5 update (which supposedly had nothing to do with the WiFi connection), the connection to my phone has been solid.
 
Last edited:

Hirschaj

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Hey all, just checking in on this thread. I'm actually the "Connect and Charging Expert" that had his work information revealed by a previous poster. I wanted to lay down some info for you all so you know what to expect going forward:

1) This is a new call center, better training, running out of Volkswagen's NA headquarters in Michigan. The old center has been phased out, so you're gonna see/hear some new names when you contact us at 1-800-PORSCHE.

2) There are several new "Experts" and many more "Specialists" that you'll be in touch with, if you call concerning your PCM, the My Porsche app, service failures, etc etc. The Specialists are your main point of support, and if they can't figure it out for you, then it gets sent up the line to me and my other Experts. We're your contact point to Porsche AG in Deutschland.

3) Please be patient with us. This is all new to the majority of us (I worked at Ford before, on the IT side of things), and we're working very diligently to get up to speed ASAP.

4) Now that my personal support email is out, as well as my full name, I would ask that you please keep your support requests to the official [email protected] email and 1-800-PORSCHE phone number. I can't take direct requests for support from my personal email, and the porsche.com address I posted keeps track of all your issues that you email/SMS us over, so any Specialist/Expert can jump in and take care of you should your original person be unable to continue.

5) I want to be able to keep my job, so I'm going to work my butt off to make sure that if you have an issue and I'm assigned to it, that I keep you in the loop and work on your behalf to try and facilitate getting your problem(s) fixed as quickly as possible. When the process involves me, it usually also involves Germany, and that whole thing takes time. Just know I'm on your side.

Hope you all have a great rest of your day, and to Kevin and Jerry, glad that I could deliver the good news to you today regarding your PCM fix.

-Colin B.
Hey @cbx313 I sent an email to [email protected] on June 9 and have had zero response. I didn’t even get a confirmation email saying that my request had been received. What is the expected experience when someone submits a support request via email to Porsche?
 

cbx313

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Hey @cbx313 I sent an email to [email protected] on June 9 and have had zero response. I didn’t even get a confirmation email saying that my request had been received. What is the expected experience when someone submits a support request via email to Porsche?
Howdy!
Currently, we're attempting to deal with a backlog of our email system. We have a new email team in place and they're making their way through everything, so that is almost certainly affecting response times until they get caught up. I would strongly advise calling us for the near future until we get our response times down to whatever time allotment PCNA assigns. Once your email is reviewed you should immediately receive a follow up email from one of that team's members with an acknowledgment and any further instructions.
 

Hirschaj

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Howdy!
Currently, we're attempting to deal with a backlog of our email system. We have a new email team in place and they're making their way through everything, so that is almost certainly affecting response times until they get caught up. I would strongly advise calling us for the near future until we get our response times down to whatever time allotment PCNA assigns. Once your email is reviewed you should immediately receive a follow up email from one of that team's members with an acknowledgment and any further instructions.
I appreciate the response. That makes sense. This isn’t urgent but just an annoying issue with a secondary account. I’ll wait for a response to the support email on this one and will call if something urgent comes up.
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