We usually read about service experiences when they're bad, so I thought i'd post one about someone going above and beyond.

Was scheduled to be at Monticello Motor club this weekend with personal coaching from pro driver Aaron Povoledo. Aaron is a great guy and instructor, and an amazing driver (congrats on the win in Atlanta last week!)

At the end of the day he was doing some hot laps - PSM off and pushing things pretty hard. Very humbling. Anyway, after a few laps we get a CEL and things are not feeling great. lots of hesitation, doesn't sound good etc. We pull into the pits and we check for a boost hose. everything looks ok.

I call my tech Kip Harris hoping to catch him in the shop late on a Sat. He answers and I tell him what's going on. At this point we took the car out of the complex and we did some more experimenting. Every time boost came up we got the stuttering.

Kip thought it could be the spark plugs and we tried to think how many miles ago they were changed.

Obviously, I could not go back for the 2nd day with the CEL and not knowing what was going on.

Kip said he'd hang out if I wanted to drive over so he could check it out. So, I drove the 1:45 minutes to CT. so he could have a look.

Hooked it up to piwis and showed misfiring. He didn't have the plugs in stock so called another shop that had them. He drove over and picked them up and came back about 20 minutes later.

I guess by the time he got back and moved the other cars out of the way it was close to 8:00 when he started.

I'm sure everyone here knows what a ***** changing plugs on this car is. He inspected the coils and they were good. The thing with Kip is he looks at everything, not just doing the job your asking him to do. He is so methodical and an absolute perfectionist.

The plugs were completely destroyed. Good news is that he was able to inspect lots of other things and all looks good on my almost 60,000 mile '07.

Like I said, i don't remember what time he actually started but I do know what time I left his shop. 5:00AM!!!!

I don't know many people that would stay at work literally all night after working all day to try to help a customer out.

Anyone in the tri-state area that is looking for someone will not be disappointed. He is as knowledgable as they come and there is no nicer guy in this business.

 

Good to hear service isn't dead, Chris. How many miles were on your plugs? How many with the tune?

 

Wow, what a heroic effort. Great story! That's what I call customer service! I hope you tipped him well.

 

Ed, I usually do a pretty good job of tracking this stuff but I couldn't remember this time. we're pretty sure there were about 15,000 miles on these plugs.

 

What shop?

 

that is awesome service

 

No name - he uses space in a local garage in Norwalk. It's not the prettiest place but Kip is amazing.

 

That *is* great service! What did that set you back $1000 for parts and labor?

 

That is awesome! I have known a few people like that but they are few and far between.

 

For a minute there I thought this was a Porsche dealer and was about to drop to the floor in amazement. Sounds like you have a great guy, people with work ethic like this will do well for themselves.

 

He has his own personal PIWIS?

 

If memory serves me right, Kip use to work for Faren Bacher Loles (spell ?) and yes i have heard good things about him.

As a matter of fact, i called him few months ago to verify the service on this car that he set up for the client and Kip was nice enough to talk to a stranger (me) for over 20 minutes on the phone.

 

WOW All I can say is WOW! Great customer service...............

 

heard also many great thinks about Kip from other Porsche owners ,Chris could you please pm. me with his info?

 

Yes, he worked at Farnbacher Loles. I also believe he spent some time in Germany with a race team.

Not surprised that he spent that much time on the phone with you. The first time I met him I had an issue that i needed diagnosed. he spent a solid 40 minutes or so and didn't charge me a penny. I walked in without calling and figured i'd set up an appointment. He just took care of it then.