Sensus Map Update problem

[HDAV]

Originally Posted by kestrel539

Just rang my dealer about updating the Sensus in my 2013 V70. Flat refusal.

Any ideas about whom to contact?

Update what exactly? Update to allow usb updates? Or update the maps? Cardiff Volvo?

[Supra Edd]

So thought I best update this in regards to the original faults with the Sat Nav.

So in the end we did get hold of Victoria from Volvo Peterborough (so big thankyou Bill Dee). she informed Lookers of Colchester to use 'TJ 32822' - which is basically a knowledge base article in the Volvo mechanics guide. Which sorted the sat nav out instantly, saving me a hell of a lot of money not needing to replace the entire unit.

What I'm not happy about is the 'Office Volvo Customer Care' line that say they contacted Volvo head offices about all of this, who all said it needed to be replaced. They never emailed my unless I emailed them first, and no apology at the end of it all either.

Still love the car though lol.

[Clan]

Originally Posted by Supra Edd

So thought I best update this in regards to the original faults with the Sat Nav.

So in the end we did get hold of Victoria from Volvo Peterborough (so big thankyou Bill Dee). she informed Lookers of Colchester to use 'TJ 32822' - which is basically a knowledge base article in the Volvo mechanics guide. Which sorted the sat nav out instantly, saving me a hell of a lot of money not needing to replace the entire unit.

What I'm not happy about is the 'Office Volvo Customer Care' line that say they contacted Volvo head offices about all of this, who all said it needed to be replaced. They never emailed my unless I emailed them first, and no apology at the end of it all either.

Still love the car though lol.

Customer services should not be diagnosing your problem , it's an impossible task .. Your first and only point of contact is your dealer , They have every "tool" at their disposal ( including TJ 32822 ).It is the dealers job to seek help from Volvo technical department who have 99% of the answers .... If you are not happy with them arrange a meeting with their dealer principle rather than the service manager .. only when all avenues are exhausted contact customer services ... It will be a much quicker fix this way

[Bonefishblues]

Originally Posted by Clan

Customer services should not be diagnosing your problem , it's an impossible task .. Your first and only point of contact is your dealer , They have every "tool" at their disposal ( including TJ 32822 ).It is the dealers job to seek help from Volvo technical department who have 99% of the answers .... If you are not happy with them arrange a meeting with their dealer principle rather than the service manager .. only when all avenues are exhausted contact customer services ... It will be a much quicker fix this way

Thing is, the average customer doesn't know this, so why did CS go 'off piste' on something where they very obviously should have pointed the customer towards a Dealer?

There are a lot of holes in Volvo's service offering, at all levels, it seems to me (and yes, I accept that because forum we're unlikely to hear about the legions of satisfied customers!)

[Clan]

Originally Posted by Bonefishblues

Thing is, the average customer doesn't know this, so why did CS go 'off piste' on something where they very obviously should have pointed the customer towards a Dealer?

There are a lot of holes in Volvo's service offering, at all levels, it seems to me (and yes, I accept that because forum we're unlikely to hear about the legions of satisfied customers!)

I have mentioned it before , its down to Training , The person you deal with at the desk probably has not been there more than a year or so , far too short a time to learn the processes ... Yes the vast majority are happy . Volvo conduct 4 mystery shops by independent auditors every year in all 3 departments ... all recorded ..

[Bonefishblues]

Originally Posted by Clan

I have mentioned it before , its down to Training , The person you deal with at the desk probably has not been there more than a year or so , far too short a time to learn the processes ... Yes the vast majority are happy . Volvo conduct 4 mystery shops by independent auditors every year in all 3 departments ... all recorded ..

Volvo should invest (more, possibly) in a Knowledge Base to help the Agents if, like many contact centres, it suffers high staff turnover. They're out there, and surprisingly low cost. Lack of training isn't a customer issue - or shouldn't be. In the case in point, it could have been a very expensive piece of wrong advice, had not the poster sought a more informed opinion.

[Clan]

Originally Posted by Bonefishblues

Volvo should invest (more, possibly) in a Knowledge Base to help the Agents if, like many contact centres, it suffers high staff turnover. They're out there, and surprisingly low cost. Lack of training isn't a customer issue - or shouldn't be. In the case in point, it could have been a very expensive piece of wrong advice, had not the poster sought a more informed opinion.

Volvo have had a training centre of their own for at least the last 50 years, Initially at Ipswich and then Daventry since 1980 . They recently had a complete new multi million pound training Centre Built on the Daventry site ... It has always been of the very Highest standards ...

It is mandatory for all staff , even the company drivers to go on regular training courses ...

[Bonefishblues]

Originally Posted by Clan

Volvo have had a training centre of their own for at least the last 50 years, Initially at Ipswich and then Daventry since 1980 . They recently had a complete new multi million pound training Centre Built on the Daventry site ... It has always been of the very Highest standards ...

It is mandatory for all staff , even the company drivers to go on regular training courses ...

I don't doubt it. But if a centre has high turnover, as contact centres typically do, then the use of decision support tools like a knowledge base are advisable - that way you can promulgate the knowledge of the best Agents across the less experienced/able. That was the point I was making.

[Clan]

Originally Posted by Bonefishblues

I don't doubt it. But if a centre has high turnover, as contact centres typically do, then the use of decision support tools like a knowledge base are advisable - that way you can promulgate the knowledge of the best Agents across the less experienced/able. That was the point I was making.

Im not sure what centre you mean .. Each dealer is independent of the rest with their own set of staff . The volvo customer services centre is on volvo's own premises .. I haven't had any dealings with them ...

[Bonefishblues]

Originally Posted by Clan

Im not sure what centre you mean .. Each dealer is independent of the rest with their own set of staff . The volvo customer services centre is on volvo's own premises .. I haven't had any dealings with them ...

The latter appear to have given the erroneous advice.