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Manufacturers need to understand the influence of forums

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Old Jul 31st, 2016, 13:52   #1
jimbg
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Default Manufacturers need to understand the influence of forums

After owning 2 Range Rover Sports that only ever saw the dealer for a service, I decided last year not to buy the latest version.

A few reasons, one the boot is a lot smaller, two the interior and electronics is not that different, three the price has increased to around £80k for the spec I would want.
The final killer blow was that the RRS forum was full of problems, backed up by the necessary delivery delays from the factory to fix the issues. That was the final straw for me.

I just did not want to get a car that potentially was going to be spending days in the dealer.

So, my shortlist started out with the XC90, Q7 and the new Discovery.

To be honest I thought the XC90 would be the easy winner.

I have rejected the Q7 ( or the boss did! ) but was not immediately convinced by the XC90. Not sure what it is, but it does not feel like a real premium car to me. But then again it is a lower cost than the Range Rover Sport.

So I have now decided to wait to see the new Discovery and we are off to the Paris Show in October to have a look at it.

I have to say I am rapidly going off the XC90 because of of all the problem threads on here. OK I may not end up with some of them, but I am fairly sure I would have some issues.

Which gets me to the point that Volvo really need to listen to their customers and get some positive feedback on forums like this. If problems arise then they need to respond quickly and fix them or at a minimum acknowledge the problem exists and commit to a rapid fix.

Also the dealers need to up their game and provide the same sort of experience that you get in other premium car dealerships.

I may still go with the XC90, but at the moment I am staying firmly on the fence!!
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Old Jul 31st, 2016, 14:16   #2
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Yes very good point, as I am swaying backwards and forwards if I should pull out of my car that is on order. This is because of the great honest information on the forums. I am not the type to accept any deviation from what I should get for this kind of money. I can accept a few problems as long as there is not too many, they get fixed, do not re-occur and the service is good.
I can go to battle, but do I really want the hassle, no.

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Old Jul 31st, 2016, 14:36   #3
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With all modern technology been more and more computer based and motor vehicles in general getting more and more technology its only going to get worse,

Sometimes i no longer feel like a mechanic anymore, i feel more like a IT geek as i now must spend over half my time at work stood looking at a computer screen,

With new stuff now you look at faults and have to think could this be a software fault rather than a hardware issue and there is a hell of alot to be said for turning it off and back on again,
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Old Jul 31st, 2016, 15:08   #4
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Originally Posted by Rooster View Post
With all modern technology been more and more computer based and motor vehicles in general getting more and more technology its only going to get worse,

Sometimes i no longer feel like a mechanic anymore, i feel more like a IT geek as i now must spend over half my time at work stood looking at a computer screen,

With new stuff now you look at faults and have to think could this be a software fault rather than a hardware issue and there is a hell of alot to be said for turning it off and back on again,
Interesting article on a similar subject: http://www.autocar.co.uk/car-news/in...-expensive-fix
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Old Jul 31st, 2016, 17:25   #5
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look on any car forum and all you see is problems and dissatisfaction.

landrover, volvo, or audi, all good quality machines, but you still need a bit of luck !!

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Old Jul 31st, 2016, 17:41   #6
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Forums are indeed full of problems but usually for when the cars are a few years old.

The Range Rover Sport forum that I am a member is full of problems, but you have to remember like the MK1 XC90 it has also been around a long time.

The worrying trend is we are talking about brand new cars and in the case of Volvo they seem incapable of quickly fixing what are obviously software problems.
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Old Jul 31st, 2016, 19:25   #7
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Forums are indeed full of problems but usually for when the cars are a few years old.

The Range Rover Sport forum that I am a member is full of problems, but you have to remember like the MK1 XC90 it has also been around a long time.

The worrying trend is we are talking about brand new cars and in the case of Volvo they seem incapable of quickly fixing what are obviously software problems.
Don't know if I'm in the minority of owners, but I've had 10 months and 19,000 miles of ownership and have had no major issues, really love the car. Biggest software issue for me had been the app issues this past week, when I could have really used TuneIn whilst on holiday in France.

Maybe the adage that you're more likely to comment when something is wrong, rather than when it's right, applies to forums more than anywhere?

Don't get me wrong, think forums are great for problem resolution, but aren't necessarily a true barometer of customer satisfaction.
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Old Jul 31st, 2016, 19:51   #8
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Originally Posted by Carl Sberglager View Post
Don't know if I'm in the minority of owners, but I've had 10 months and 19,000 miles of ownership and have had no major issues, really love the car. Biggest software issue for me had been the app issues this past week, when I could have really used TuneIn whilst on holiday in France.

Maybe the adage that you're more likely to comment when something is wrong, rather than when it's right, applies to forums more than anywhere?

Don't get me wrong, think forums are great for problem resolution, but aren't necessarily a true barometer of performance.
I think it is great that your car has been good and I hope it carries on. What I cannot understand is generally with software issues it will affect all cars you would think. It is really baffling.
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Old Jul 31st, 2016, 20:10   #9
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Yes very good point, as I am swaying backwards and forwards if I should pull out of my car that is on order. This is because of the great honest information on the forums. I am not the type to accept any deviation from what I should get for this kind of money. I can accept a few problems as long as there is not too many, they get fixed, do not re-occur and the service is good.
I can go to battle, but do I really want the hassle, no.
Realistically if that is your aspiration and personality type then i would suggest that you pull out of your order now.

Me I can accept a few foibles and am reasonably relaxed about it. I also lease the car which means i havent paid 70k for it and it will go back at the end of the term. Also with the low bik it is cheaper overall than my last car which was 2 thirds of the list price of this one.
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Old Jul 31st, 2016, 20:34   #10
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I think it's quite reasonable for private buyers who have paid £50-60,000 of their own money to expect their cars to be free of these niggles and aggravation.

I have had to save to buy my cars, the last 2 being XC90s, but given that this new model is somewhat more expensive than the previous model it is going to take me a while to accrue the necessary funds.

The upside to this is the hope that Volvo will address all of the problems highlighted in the various fora, (or forums?), including the official support forum, so that when I can at last buy one everything will be sorted.
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