Volvo kidnapping my car

[Ushtey]

I recently had a the misfortune of calling the Volvo Customer Service Dept to discuss the warranty on my second hand XC90 (57 plate). I can honestly say they are the most rude, unhelpful, un-knowledgeable and quite simply worst vehicle customer service department I have ever dealt with. Compared with Mercedes, Honda and Citroen they have ensured I will likely never purchase another Volvo.

The problem that caused this? I live in the Isle of Man where there is a Volvo Garage who will happily sell me brand new Volvos or undertake the servicing of my (or any other) Volvo. However, if there is a problem my with car (real or suspected), Volvo UK are insisting I will need to call on my Roadside Assitance who will transport the car to their closest authorised dealership to be assessed, otherwise the warranty will be voided.

The problem is this dealership is in the UK - a boat journey and half day's sailing from the IoM - from where I must collect the car once the engineer has looked at it. They told me not to worry as they wouldn't charge me for taking the car to the dealership, but once they have taken it to another country, I must collect it (all at my expense and likely to take several days before I can book return boat journeys assuming I am able to take time off work).

This is tantamount to kidnapping my car!!! Rather than allow the only Volvo garage on the Island to undertake the work (although they are fine with them selling it and servicing it), they will incur the cost of shipping it and force me to pay the extra cost of collecting it.

Madness. The most annoying thing for me is that I called Volvo to clarify the situation before I bought the XC90 and they assured me the warranty would be covered by the local garage. But changed that statement once I called to transfer the warrant to my name. Apparently there are two people with the same name as the person I spoke to and they are very sorry but they would not be able to find the recording of the conversation when I called previously.

When sales are at their most important, this company just lost any future ones from me and any of my friends/colleagues.

[Blue 8]

Originally Posted by Ushtey

I recently had a the misfortune of calling the Volvo Customer Service Dept to discuss the warranty on my second hand XC90 (57 plate). I can honestly say they are the most rude, unhelpful, un-knowledgeable and quite simply worst vehicle customer service department I have ever dealt with. Compared with Mercedes, Honda and Citroen they have ensured I will likely never purchase another Volvo.

The problem that caused this? I live in the Isle of Man where there is a Volvo Garage who will happily sell me brand new Volvos or undertake the servicing of my (or any other) Volvo. However, if there is a problem my with car (real or suspected), Volvo UK are insisting I will need to call on my Roadside Assitance who will transport the car to their closest authorised dealership to be assessed, otherwise the warranty will be voided.

The problem is this dealership is in the UK - a boat journey and half day's sailing from the IoM - from where I must collect the car once the engineer has looked at it. They told me not to worry as they wouldn't charge me for taking the car to the dealership, but once they have taken it to another country, I must collect it (all at my expense and likely to take several days before I can book return boat journeys assuming I am able to take time off work).

This is tantamount to kidnapping my car!!! Rather than allow the only Volvo garage on the Island to undertake the work (although they are fine with them selling it and servicing it), they will incur the cost of shipping it and force me to pay the extra cost of collecting it.

Madness. The most annoying thing for me is that I called Volvo to clarify the situation before I bought the XC90 and they assured me the warranty would be covered by the local garage. But changed that statement once I called to transfer the warrant to my name. Apparently there are two people with the same name as the person I spoke to and they are very sorry but they would not be able to find the recording of the conversation when I called previously.

When sales are at their most important, this company just lost any future ones from me and any of my friends/colleagues.

From reading this and other threads relating to Volvo's customer service regarding new vehicles and the amount of problems peolpe have both with the vehicles and the service, i dont think id ever buy a new Volvo.

[4wheeldriver]

Originally Posted by Ushtey

I recently had a the misfortune of calling the Volvo Customer Service Dept to discuss the warranty on my second hand XC90 (57 plate). I can honestly say they are the most rude, unhelpful, un-knowledgeable and quite simply worst vehicle customer service department I have ever dealt with. Compared with Mercedes, Honda and Citroen they have ensured I will likely never purchase another Volvo.

The problem that caused this? I live in the Isle of Man where there is a Volvo Garage who will happily sell me brand new Volvos or undertake the servicing of my (or any other) Volvo. However, if there is a problem my with car (real or suspected), Volvo UK are insisting I will need to call on my Roadside Assitance who will transport the car to their closest authorised dealership to be assessed, otherwise the warranty will be voided.

The problem is this dealership is in the UK - a boat journey and half day's sailing from the IoM - from where I must collect the car once the engineer has looked at it. They told me not to worry as they wouldn't charge me for taking the car to the dealership, but once they have taken it to another country, I must collect it (all at my expense and likely to take several days before I can book return boat journeys assuming I am able to take time off work).

This is tantamount to kidnapping my car!!! Rather than allow the only Volvo garage on the Island to undertake the work (although they are fine with them selling it and servicing it), they will incur the cost of shipping it and force me to pay the extra cost of collecting it.

Madness. The most annoying thing for me is that I called Volvo to clarify the situation before I bought the XC90 and they assured me the warranty would be covered by the local garage. But changed that statement once I called to transfer the warrant to my name. Apparently there are two people with the same name as the person I spoke to and they are very sorry but they would not be able to find the recording of the conversation when I called previously.

When sales are at their most important, this company just lost any future ones from me and any of my friends/colleagues.

Join the club mate. Ive now had to get VOSA in volved to get my accident waiting to happen xc90 sorted out with VCUK and a solicitor to try and get my money back on the dud the dealer sold me!!! You want to REALLY bad customer service with a give a attitude then buy yourself a Volvo!!! take a look at my thread on my faulty Volvo in the general section!! I'll bet you they would have found the "training" tape if it had been the other way round!!!!!

[Laney760]

Ushtey, I am so incensed that you are expected to take time out of work and spend money collecting the car from the mainland, this can't be right? Are you going to check this out with Trading Standards, Citizen's Advice, whoever? If not I will check this out on Monday afternoon without of course mentioning which car manufacturer, which island, etc, just check it out as a general scenario??

[RoyMacDonald]

This hardly rates as a technical topic!!!

Roy

[Laney760]

So what is wrong with the vehicle Ushtey?

[Ushtey]

Yes, I have spoken to Trading Standards over here who have asked for everything in writing.

The fault that prmpted this is a parking brake warning message on the dash, it is an intermittant fault whic clears if the engine is parked with the engine switched off for a while. My concern is this could be a serious fault or it could be a relatively simple one to fix.

Either way, why should I have to pay several hundred pounds for the privilege of finding out.

[RoyMacDonald]

Originally Posted by Ushtey

Yes, I have spoken to Trading Standards over here who have asked for everything in writing.

The fault that prmpted this is a parking brake warning message on the dash, it is an intermittant fault whic clears if the engine is parked with the engine switched off for a while. My concern is this could be a serious fault or it could be a relatively simple one to fix.

Either way, why should I have to pay several hundred pounds for the privilege of finding out.

I take it you're not talking about the warning light that comes on when you put the parking brake on?

What is the message?

If the parking brake is on when you drive the car should start making a warning sound after about 20 seconds or so.

I don't want to get into a legal discussion on this forum but if something is important to you contractually, always ask for comfirmation in writing. You obviously made a note of phone call which is good and a court should accept that even if Volvo don't know which of their personel took the call. I wouldn't expect a court to accept their excuse of not knowing who took the call.

Roy

[Ushtey]

Originally Posted by RoyMacDonald

I take it you're not talking about the warning light that comes on when you put the parking brake on?

Nope, the message readout says parking brake service error. The parking brake wasn't on at the time as the car was parked on a flat drive. It flashed on the other day as I was in a hurry to get to an appointment, so resolved to take it to the garage when I finished. Came out, started the car, no warning message.

No obvious difference in driving so I called Volvo instead. That's when I got told about taking the car away.

[RoyMacDonald]

Originally Posted by Ushtey

Nope, the message readout says parking brake service error. The parking brake wasn't on at the time as the car was parked on a flat drive. It flashed on the other day as I was in a hurry to get to an appointment, so resolved to take it to the garage when I finished. Came out, started the car, no warning message.

No obvious difference in driving so I called Volvo instead. That's when I got told about taking the car away.

It's not a problem I've heard anyone having before on any of the Volvo XC90 forums. Checking the error codes on the Vida software may point out the problem, can you get it checked out at your local guy to see if it is a problem that would make it worth the trip? If you could tell Volvo what was wrong it might help them change their attitude to your legal issues with them.

Roy