Volvo Cardiff - is this reasonable behaviour

[TeamG]

Thanks for some really good responses. I’m also of the opinion that I’ll never again own a new car due to the poor level of main dealer service (and also the continuous snags over the first few months). This also allows me to do my own servicing and repairs, only taking to a trusted independent when it’s occasionally outside my ability.

Unfortunately though recall work doesn’t allow shopping around. And I did get a response from Volvo Cardiff regarding posting the parts out for me to change. “Any recalls repairs have to be fitted on site by a qualified Volvo Technician, so I am unable to issue the part to you.”

I’m actually most tempted just to ignore the recall, inspect the straps annually and take my chances.

[Cull06]

Originally Posted by TeamG

Thanks for some really good responses. I’m also of the opinion that I’ll never again own a new car due to the poor level of main dealer service (and also the continuous snags over the first few months). This also allows me to do my own servicing and repairs, only taking to a trusted independent when it’s occasionally outside my ability.

Unfortunately though recall work doesn’t allow shopping around. And I did get a response from Volvo Cardiff regarding posting the parts out for me to change. “Any recalls repairs have to be fitted on site by a qualified Volvo Technician, so I am unable to issue the part to you.”

I’m actually most tempted just to ignore the recall, inspect the straps annually and take my chances.

Nah mate you need to have it done. For a recall to be issued it needs to be above quite a high bar of safety issue that they need to balance above the cost of doing so.

Plus in the unlikely event of that fault occurring could be very awkward re insurance etc let alone any injury realised.

[XC90Mk1]

Imagine a world class company like Volvo allowing private owners to alter safety critical components in their drive.

They won’t let you do it and with all due respects not should they.

[TeamG]

Originally Posted by XC90Mk1

Imagine a world class company like Volvo allowing private owners to alter safety critical components in their drive.

They won’t let you do it and with all due respects not should they.

Firstly, Volvo have no say in owners altering safety critical components following sale. I regularly replace braking and suspension components and have competently removed seats and seatbelts to access (and dry) carpets. I’m sure many others do so too.

Secondly it won’t be on my drive - I have a well kitted garage to work in with the appropriate tools to replace a seatbelt component.

Thirdly, why should owners who choose to and are competent to do so not be allowed? Granted, not all owners will be, but many will be well overqualified to change a seatbelt anchor.

And my confidence in Volvo doing a competent job is limited, given my evidence that they are clearly not competent in correctly operating a wris****ch!

[TeamG]

Originally Posted by TeamG

Firstly, Volvo have no say in owners altering safety critical components following sale. I regularly replace braking and suspension components and have competently removed seats and seatbelts to access (and dry) carpets. I’m sure many others do so too.

Secondly it won’t be on my drive - I have a well kitted garage to work in with the appropriate tools to replace a seatbelt component.

Thirdly, why should owners who choose to and are competent to do so not be allowed? Granted, not all owners will be, but many will be well overqualified to change a seatbelt anchor.

And my confidence in Volvo doing a competent job is limited, given my evidence that they are clearly not competent in correctly operating a wris****ch!

No idea why the forum considered it necessary to edit the word w r i s t w a t c h

[Polestar Pete]

T.W.A.T.

That's the word that's being censored out.

[Cull06]

Originally Posted by Polestar Pete

T.W.A.T.

That's the word that's being censored out.

Lol!!! 😂

[Clan]

Originally Posted by TeamG

I believe that I’ve had a poor experience with Volvo Cardiff, but wanted to explore whether others think this is normal/fine or whether others consider the behaviour to be poor for a main dealer.

I have an XC60 subject to the seatbelt recall. I have not received a recall letter despite receiving one for the V70 I sold last summer (I’ve had my XC60 since May 2019, so not a recent change in owner).

I have called Volvo Cardiff a number of times to query this. Before December, they didn’t want to know. I called last week to push the issue and it took 6 calls over two days to get a booking:-

Call 1 not answered and rang out.
Call 2 answered, put through to service department and cut off after being put on hold.
Call 3 answered, put through to service department and rung off.
Call 4 put through to service department and rung off.
Call 5 put through to service department, after a minute of ringing receptionist picked it back up, said the service department was ‘in a part of the building I cannot see’, said she’d email them to call me back v shortly (this was 0930ish and they didn’t call back).
Call 6 the next day, eventually got through to discuss, they checked my reg no and said no recalls. I said this didn’t match the DVLA data saying I had an outstanding recall. They checked again and said seatbelt, no probs, can you come Monday at 1400hrs and we’ll do it in 20 mins and you can wait with it. I checked that the 20 mins was accurate as I had a meeting at 1500hrs and they said ‘easy, 20 mins no more’.

Turned up on the Monday. Wanted confirmation that it was def 20 mins as I had a meeting at 1500hrs. They said ‘20 to 30 mins’. I said ok, go ahead. They sat me in a socially distanced chair and said they would get me when it’s done.

30 mins later, receptionists behind service desk still gassing with each other and no news. I approached them and said ‘is it ready’. The one got all flustered and said ‘It’s just gone in and won’t be long’. I explained that I could see my car behind her through the window and it hadn’t moved, I couldn’t wait any longer and please could I have my key.

No apology, and surprised that I wanted to leave despite my explanation previously that I had a prior engagement.

Reasonable or unreasonable?

It is atrocious and against all their franchise agreements , you should be addressing your complaints to their dealer Principle or Volvo UK Customer relations not here ..

[Clan]

Originally Posted by TeamG

It’s disappointing to hear that this is ‘expected’ of main dealers. My expectation in life is absolute precision in timekeeping, following a career in the Royal Artillery where every man’s watch on the battlefield is set by the Artillery Officer’s watch. Anything less than 10 minutes early is considered late.

I have had an email response from the service manager who explained that they do ‘aim to complete the repair within the hour’.

I’ve responded to say that whatever the time is (20, 30 or 60 minutes), then that’s fine but when we do agree on a duration then I expect timeliness. I have asked if alternatively they would supply the parts for me to fit at my leisure.

No this is not expected of dealers at all , They have very strict standards to adhere to as part of their franchise agreements, even the time allowed to pick up the phone is set down by Volvo uk and regularly monitored and mystery checked multiple times a year which generally keeps standards very High . What you get gravitating here are those very few cases which cause concern . So by reading forums like this you take it as normal which is a completely wrong assumption ..

There is only one way to deal with this sort of thing and that is to report each case to both volvo customer services and the dealer principle in person .. The dealer concerned probably isn't going to be there much longer with that kind of service so hopefully there will be more happy customers in the area in the future ...

[Mint Cake]

Speaking up for the defense - PV Dobson, just outside Kendal in Cumbria have never been anything less than excellant for me.