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XC60 Active Bending Headlight Failure

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Old Dec 11th, 2018, 19:32   #31
Tannaton
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It's not a legal document but it says specifically "bulbs" (i.e. lamps) not headlight assemblies...

https://www.volvocars.com/uk/own/mai...hat-is-covered

I would push hard with the dealer as well, as I understand it they sold you the warranty so they are accountable for those goods and services being provided.
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Old Dec 11th, 2018, 20:33   #32
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Originally Posted by Voltan View Post
I had a failure of the Active Bending Lights on my XC60 MY11 about year ago. Warranty Direct would not cover it though it was a fault with a sensor on the offside rear wheel NOT the Xenon unit. This cost a few hundred pounds to fix. Perhaps that's where your fault lies?

I was disallusioned with WD as this was an electrical fault and not the lights, per se.
Ridiculous. What is the point of these policies?
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Last edited by Turnwood; Dec 11th, 2018 at 20:38.
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Old Dec 11th, 2018, 20:37   #33
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Originally Posted by Tannaton View Post
It's not a legal document but it says specifically "bulbs" (i.e. lamps) not headlight assemblies...

https://www.volvocars.com/uk/own/mai...hat-is-covered

I would push hard with the dealer as well, as I understand it they sold you the warranty so they are accountable for those goods and services being provided.
More importantly it mentions bulbs under fair wear a tear which makes complete sense. The OPs failure is clearly not a fair wear and tear problem. If it was me I would definitely be involving the ombudsman and taking the charlatans to the small claims court if that is what is required. This thread is not good PR for Volvo UK because, although the policy might be underwritten by someone else, it is advertised and sold as an official Volvo product.
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Old Dec 11th, 2018, 20:48   #34
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The Volvo warranty is under written by car care plan UK. I would keep pushing hard with the dealer and use the paragraph stated in the T&Cs below.

''The warranty offers full protection against the cost or replacement of any factory fitted mechanical or electrical component which suffers a sudden mechanical or electrical failure.''

Good luck !
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Old Dec 12th, 2018, 12:15   #35
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Andy, already had that conversation with them. They said the headlight unit is a lamp under the policy and hence not covered.
Shocked to say the least that they're still saying it's not covered. Whichever way you read the policy wording with Bi-Xenon's the Lamps are covered.

Next stop the Ombudsman & maybe trading standards.

Social Media is also worthy of a mention nowdays
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Old Dec 13th, 2018, 09:23   #36
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Originally Posted by Toprivetguns View Post
The Volvo warranty is under written by car care plan UK. I would keep pushing hard with the dealer and use the paragraph stated in the T&Cs below.

''The warranty offers full protection against the cost or replacement of any factory fitted mechanical or electrical component which suffers a sudden mechanical or electrical failure.''

Good luck !
I'm don't think quoting this is relevant, because the next section is exclusions. So if in the the exclusions sections it said "headlights are excluded" it doesn't matter. Exclusions is 'well everything may be covered' .....'except these items as listed', however it doesn't excluded headlights, and that's what relevant.

If they are saying that headlights are excluded, they need to point out where it says this.
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Old Dec 13th, 2018, 12:04   #37
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I'm don't think quoting this is relevant, because the next section is exclusions. So if in the the exclusions sections it said "headlights are excluded" it doesn't matter. Exclusions is 'well everything may be covered' .....'except these items as listed', however it doesn't excluded headlights, and that's what relevant.

If they are saying that headlights are excluded, they need to point out where it says this.
I agree completely. Volvo set out details of the extended warranty on their website. The exclusions are clear "Parts replaced as a result of fair wear and tear including, but not limited to, clutch plates, brake shoes, pads and discs, wiper -blades, bulbs and fuses" I do not believe for one minute that a headlight unit assembly would be a part replaced as a result of fair wear and tear. Therefore under these terms set out by Volvo, the headlight must be covered.

I have contacted Volvo Customer Relations on two occasions and they have dismissed my complaint on the grounds that it is for the warranty company to decide. I've now pointed out to them that they may well be falsely advertising an insurance product as their defined exclusions are different to those set out within the policy document and as such, they can't just ignore my complaint.

Letter also drafted to the warranty company setting out my case. I think I need a formal response to this prior to going to the ombudsman.
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Old Dec 13th, 2018, 15:28   #38
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Good luck & keep us posted.

Whichever way they turn the policy wording reads that you should be covered.

The Headlight Assembly is an Electrical or Mechanical component - Check (In fact it's both) so is covered under the 1st paragraph.

Bi-Xenon Lights are shown as being excluded from the exclusions related to lamps/bulbs - Check

Can't see them saying it's a wear & tear item that's failed that's just asking for trouble.

Suspect you've not got to somebody who actually understands what they're on about & when you do a speedy resolution will be sorted.

Does make me think that should I actually bother renewing my warranty when it's due
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Old Dec 13th, 2018, 15:49   #39
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Thanks Andy,

I have thought the same about renewing but i've already had to claim earlier in the year for a failed aircon compressor. That would have been well over £1,000 to replace. The car has also had two EGR valves replaced during the initial warranty period and still has software glitches so I really am concerned over the long term reliability of the car.

I'm not sure whether the Volvo warranty extends past 5 years and 100,000 miles. If not I suspect I will be moving back towards the German makes. Customer service and aftersales are light years ahead of Volvo.
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Old Dec 14th, 2018, 17:58   #40
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Following my last email to Volvo Customer Relations, they have just responded and advised that they will review my case and see what support the dealer and Volvo UK can offer to help alleviate any costs.

I've also just sent formal letters out to both parties.
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