Disappointing result from 1st service on XC60.....

[doctorflemo]

So....my XC60 reached its first birthday and this coincided nicely with it reaching 18,000 miles and it needing its first service. I booked with Sturgess Volvo of Leicester and arranged a collection / delivery for the 17th June as things are really busy right now and all went as planned.

I have a 5 year (90,000 mile) service plan which covers all the routine services, and even this went smoothly. I was disappointed the next morning to discover 'fluid' under my car, but wondered if it was condensation from using the air-conditioning. Unfortunately this was still there on the Sunday morning and when I got on my hands and knees it was apparent that it was oil and that it was all in the engine under tray! - Not happy at all!

I delayed my meeting for Monday morning in Tewkesbury and was at Sturgess at 8:00 am to get them to check it out and was told that there would be a long wait....in fairness I emphasised the point that they had inconvenienced me and that this was unacceptable and they had me in and out within the hour. I was told that the oil filter might not have been fully screwed on / needed an additional washer and it would have only dripped a little bit...

Do you agree with me that this is unacceptable from a main dealer? Does the image of the oil look like a few drips? I must say that its left a bad taste in my mouth about Sturgess and there was no 'apology / sorry for the inconvenience'.

I respect that things go wrong and they did a better job of cleaning the car than they did of fitting the oil filter!

Anyway....rant over....and breathing more easily (sorry the image is in the wrong direction....it was right in my photo)

[MikeIOW]

Hi again!
I'd be hacked off with that (although on my driveway, I may struggle to spot it ;-)
I have to say this only confirms my vow never to use that particular dealer unless there really is no alternative: they were the ones who mucked up the sat-nav update issues I had recently, & I know another friend who has had similarly awful experience with them, sorry to say.
I would recommend the TMS folks, albeit a bit out of your way: I have used the Coventry dealer (whom I bought Stormy from), although my pal also says the Hinckley "branch" is fine too.

[Considered1]

I'm no expert but I'd also be looking into it further and seek the wisdom of this forum.

I had mine serviced 4 weeks ago today, although everything was good I find it strange that there has been no feedback survey as I've had with nearly all dealers in the past.

[wilbydoughboy]

My xc60 is much older than yours but the oil filter could be in the same position as yours. Tell the servicer that there maybe a marking on the oil filter housing that states the required torque and also make sure the correct rubber o ring is fitted, mine is a different shape to others. When the housing is tightened down make sure it isnt cross threaded as this will cause an oil leak. Also check to see that the washer is fitted on the sump drain plug and the plug has been tightened to the correct torque. It is a shame that one has to check others work but I have alas had some very poor results from main dealer service centres. The worst being when I had an MOT carried out and the tester jacked my vehicle up by the cills resulting in both being badly crushed. It was only when I checked over their work that they accepted blame, this was something that was easily visible so I imagine there must be many times bad practice isnt so easy or impossible to spot.

[frogdare]

I'd also advise checking under the bonnet before driving away from the dealer. On one occasion, after reaching home, I found a screwdriver. Another time, having checked before leaving the forecourt, I found a cloth.

Either could have caused serious problems.

[doctorflemo]

Originally Posted by MikeIOW

Hi again!
I'd be hacked off with that (although on my driveway, I may struggle to spot it ;-)
I have to say this only confirms my vow never to use that particular dealer unless there really is no alternative: they were the ones who mucked up the sat-nav update issues I had recently, & I know another friend who has had similarly awful experience with them, sorry to say.
I would recommend the TMS folks, albeit a bit out of your way: I have used the Coventry dealer (whom I bought Stormy from), although my pal also says the Hinckley "branch" is fine too.

Heh Mike - thanks for the note and hope all is well? I remember you saying about Sturgess and sorry to hear you and a friend have also had struggles with Sturgess. I will now definitely be making acquaintance with the TMS team. I can live with Hinckley. Very best wishes Stephen

[NigelDay]

Originally Posted by Considered1

I'm no expert but I'd also be looking into it further and seek the wisdom of this forum.

I had mine serviced 4 weeks ago today, although everything was good I find it strange that there has been no feedback survey as I've had with nearly all dealers in the past.

Interesting. I always get a phone call and a feedback survey after every visit to my dealer in York. Obviously dealers can opt-in or opt-out of the process, depending whether they care about the customer.
Perhaps another example of where VUK should make the process mandatory, AND should survey the results. Dealers can lose their franchises !

[Tinks]

Not good, but no matter how big the company is or how good its advertising is, it's only ever as good as the people working for it.

[Thorium]

Another vote for TMS from me. I live north of Derby yet still use TMS Hinckley and have done for many years. They've always provided a very high quality service and the are a really friendly team who actually care about the customer. Give them a try.

Matt

[bigcj]

I had a poor experience with Sturgess a few years ago including my car being abandoned on a pub car park after they serviced it. The reception did not have a clue where it was and it was covered in bird muck, their response to my negative feedback was shocking.
I moved to TMS Hinckley and always found them to be very helpful in all their departments, appear a really good team.