Service Upselling

[scoutleader]

I too live in the centre of Stoneacre territory. How they keep the Volvo franchise I do not know? Used them once, when I had an XC90, the first time the Powerpulse pipe split, as I naively thought it was something serious. Took threat of legal action under GDPR to get their call centre to stop pestering me with constant upselling calls, emails and letters after that one visit. Plus their courtesy car insurance cost me.

I also use Riverside, but their Hull branch as I can tie it in with business trips.My father also travels to Riverside Hull. Between us we have had seven Volvo's from there. Always excellent service. Equally I would use their other branches or as others have said Ray Chapman. Incidentally we have never had to pay insurance on courtesy cars -think we are so well known Dealer Principal just puts it down as extended test drives!!

I believe Stoneacre are headquartered near Doncaster so I often think they should pay a visit to Riverside to see how the franchise should be run!!

[Wabby]

Originally Posted by Metroman

Clive Brook Volvo were recently bought out by Ray Chapman motors after Clive Brook retired. Most if not all of the staff have remained and the two franchises had a very similar feel about them when I was looking so that should be a good thing.

When Riverside Doncaster was being refurbished a lady had taken her XC60 to Stoneacre Sheffield for servicing, I assume out of warranty, as the proposed repair operations were “enhanced “ (her words not mine). She really tore a strip off the service manager!!

JCT600 Mercedes Benz in Doncaster did this exact same thing to me.

My car was booked into Doncaster Merecedes Benz for an annual service and MOT.

I received a phone call telling me that the 'Front Spring Links' had 'excessive play' in both ball joints and they would require replacement in order to pass the MOT at £860.

Naturally, I opted to seek a second opinion as the vehicle was only just 4 years old and only had 31k.

Took it immediately to another certified MOT testing station who was as confused as me as to the diagnoses. They offered (FOR FREE) to put it on the shaker deck and effectively run it though an MOT for free to see confirm/deny the diagnoses.

I'm pleased to say that there was no play, let alone excessive, in these ball joints and the vehicle has now passed its MOT without such as an advisory in the direction of the 'excessive play' items that 'will certainly fail an MOT'.

That day JCT600 lost my business completely as I went across to Riverside Volve a week later and traded into a V90.

Riverside are getting just as bad though - Chasing for work that's questionable and their standard costs have increased massively - Thankfully my car is out of its 'warranty' period now so servicing will be getting done at a good independent given that these sharks want £212 for an air filter and fuel filter (plus a powertrain 'inspection') ontop of an already inflated service charge. Pricing was good when I purchased the car but now not so.

[Backinavolvo]

When calling the Volvo number, you get through to a central booking thing, unless you push option 2 (If I remember correctly) that checks on progress, that goes straight to dealer so you can book with them.

[GrahamBrown1]

I also hate the stoneacre call centres. We have a Mazda from there Harrogate dealership and they have been great no hassle even when it came to a couple of warranty issues. I thought booking in online would avoid the call centre also but it doesn’t. They phone you to confirm your booking and try and sell you stuff you don’t need. The people in call centre don’t know the first thing about cars or the stuff they are selling just reading a script. They won’t know that volvo don’t advocate the use of oil treatments nor do they probably care. I bet they are targeted on up sales. Who knows if you did pay extra would you even get it??

Ray chapmans let me down with my S80, they couldnt even sort out a belt noise and argued the fact that the car didn’t have a clutch pulley on the alternator despite the fact it clearly does. Young and inexperienced staff I think. Independent volvo specialist is the way to go if your out of warranty and getting tired of dealer costs and there antics

[Lexman8]

A few days ago I booked the car in for a service at Riverside Volvo in Wakefield.

No up-selling and they'll provide another free SIM card. They''ll also collect it and deliver it back.