Verified: 22 March 2026 05:40 pm CET
Industry: Luxury Automotive Manufacturing & Financial Services
Jurisdiction: Germany
Primary Regulator: Kraftfahrt-Bundesamt (KBA) for vehicle safety/recalls; BaFin for Porsche Financial Services.
Important Safety Warning: Beware of fake customer service numbers on search engines. Only use official channels. Scammers frequently buy ads to promote fraudulent phone numbers. Beware of phishing emails claiming your “Porsche Financial Services leasing payment failed,” or that your “Porsche Connect subscription has expired” alongside a malicious link. Porsche staff will never ask for your Porsche ID password, or demand you pay a “financing penalty” via a generic payment link sent via SMS.
Level 1: Customer Support (Kundenservice)
- How to complain:
- For Statutory Warranty (Gewährleistung/Defects on purchase): Stop! You must complain directly to the Porsche Zentrum (Dealership) where you bought the car. Porsche AG is not your legal contractual partner for the purchase.
- For Manufacturer Guarantee (Garantie) or General Complaints: Call Porsche Deutschland Customer Care at 0711 / 911 12250 or email info@porsche.de.
- For Porsche Leasing/Financing: Contact Porsche Financial Services at 0711 / 911 12003 or email financial.services@porsche.de.
- Source Verification: Impressum - Porsche Deutschland
- Availability: Standard customer service operates Monday to Friday from 09:00 to 17:00 (CET). Porsche Assistance (Breakdowns) operates 24/7 at 0800 911 00 55.
- Timeline: Porsche typically requires an authorized Porsche Zentrum to formally diagnose an issue before customer service can authorize a “goodwill” (Kulanz) repair or guarantee claim.
Level 2: Formal Written Complaint & Mahnung
- Who to contact: Formally escalate your dispute by sending a registered letter with return receipt (Einschreiben mit Rückschein) to the legally responsible party:
- For Purchase/Defect Disputes: Send the Mahnung directly to the Management Board of your local Porsche Zentrum (Dealership).
- For Manufacturer Disputes: Address it to the Management Board, Dr. Ing. h.c. F. Porsche AG, Porscheplatz 1, 70435 Stuttgart, Germany.
- For Financial/Leasing Disputes: Address it to the Management Board, Porsche Financial Services GmbH, Porschestraße 1, 74321 Bietigheim-Bissingen, Germany.
- Source Verification: Impressum - Porsche AG & PFS
- Timeline: A legally binding deadline of 14 days (set via your Mahnung) provides the company a strict timeframe to resolve the issue before they legally default (in Verzug geraten).
Level 3: Regulatory Authority / ADR
- Authority: The correct ombudsman depends entirely on who your dispute is with:
- Dealership Disputes (Repairs/Used Cars): Submit your case to the local Kfz-Schiedsstelle (Motor Vehicle Arbitration Board). It is free and legally binding for the dealer.
- Porsche Financial Services: Submit your dispute to the Ombudsmann der privaten Banken or BaFin.
- Porsche AG (Manufacturer): Porsche explicitly refuses to participate in voluntary consumer arbitration boards like the Universalschlichtungsstelle.
- Safety Recalls: Report severe safety or emissions defects to the Kraftfahrt-Bundesamt (KBA).
- Source Verification: Kfz-Schiedsstellen - ZDK
Level 4: Legal Action
- Pre-Litigation: Before initiating formal court proceedings, seek case-specific legal assistance from your local Consumer Advice Centre (Verbraucherzentrale), the ADAC (if you are a member), or a specialized traffic/contract lawyer (Verkehrsrechtsanwalt).
- Source Verification: ADAC Rechtsberatung
- Court/Arbitration: Critical Legal Trap: The simplified judicial dunning process (Amtsgericht) is only valid for claims up to €5,000. Because Porsche disputes almost always exceed €5,000, you must file a civil lawsuit at the Regional Court (Landgericht). Under German law (§ 78 ZPO), you are legally required to be represented by a lawyer (Anwaltszwang) at the Landgericht. You cannot represent yourself!
Community Action: Is your Porsche Zentrum refusing to honor their Sachmängelhaftung for a faulty PDK transmission, or is Porsche Financial Services ignoring your end-of-lease damage dispute? Reply below (do not share your passwords, full VIN numbers, or PINs), and our community will point you to the right legal templates!