New S90 Buyer Waiting Patiently But Now Long Delay

[volvocat]

This is entirely unacceptable.
Three of my Volvos have been new factory orders.
Two were delivered almost a month early, one was over a month late.
I was kept informed my dealer (same each time); either by unprompted courtesy calls or, if I asked for news they tried their best to keep me updated.
When it was clear that there would be a month’s delay, the salesman loaned me his regular car for the duration which was a nice-spec V70 D4 SELux.
Because the car was due to be sold when I’d finished with it, they imposed a mileage limitation within reason (c.1200 IIRC) but it was fairly flexible and they arranged the insurance at no extra cost to me.
The late car arrived around the expected revised time.
These orders were 2008 (V70), 2011 (XC70) & 2016 (XC60 - the late one) and I can’t remember any cause for complaint - but maybe standards at Volvo have slipped since then... which would be surprising considering their recent upmarket ambitions.

[key76]

My dealer is the most uncommunicative I have ever come across. Once I had signed on the dotted line getting anything out of them was like pulling teeth. I had to ask for everything, not a single update was forthcoming from them. When I asked myself either my calls and emails went unanswered, or I got back a reply saying they’f get an update and come back to me, which never happened.

That was frustrating, but this delay, which they didn’t tell me about and I only found out about because I called them fed up having had expected delivery date pass and no contact.

And now they are being very unhelpful re keeping me mobile. They outright refused to do anything which didn’t involve me paying a monthly payment the same as what I’d be paying if my car had arrived.

I asked about them giving me a demo car or a staff car and was told absolutely not as they weren’t prepared to lose a car for 3 months. And their offer to sell me a used model in the short term was insulting more than anything.

Here’s hoping Volvo UK can put some pressure on them today, but I’m not optimistic as their attitude on the phone was apologetic but almost one of “this is a matter for your dealer to resolve”.

I have never had issues with other marques in the past like this, and it has really sullied the experience of buying a new car.

[Paddybear]

Not a good experience and like others have said, I would seriously consider contacting another dealer to explore what is available and if so, cancel your order. You may get a significant discount! And to be fair to Volvo (and other brands), dealers are the weak link. They are too often driven by sales/commission rather than service. I've walked from a number of dealers because of this.

[Quacker]

While the dealer can’t help for the actual delay, there’s something very wrong with such a long delay. Twelve weeks is normal for an EU factory order turnaround and you would have thought that some twenty weeks would be sufficient for a Chinese build to appear.
What with the dealer’s unhelpful attitude, personally I would buy elsewhere and/or buy a car in dealer stock. There are many brands and dealers to choose from apart from Volvo if you need a car quickly.

By the way, if the car is to be leased, I see nothing wrong with the dealer supplying a replacement for the interim at the adjusted hire rate you would be paying anyway per month. If the temporary car was a cheaper model, then the hire should be adjusted down appropriately.

[key76]

I’m not prepared to vary spec unless I get a better spec got same or less money. Dealer asked me same question. I ordered what I did because that is what I want, and accepting leas because Volvo can’t produce cars on time would make me even more unhappy with the brand than I already am becoming.

There are numerous tales of delayed orders from various marques and dealers bending over backwards to put customers in transport, often at no cost. My dealer has no interest in this unless I pay and even then it seems to be a chore for them. They have demo cars and staff cars they could provide and can ask Volvo for support with a press car loan. I’m not against paying towards it, but when so many others seem to get it free without asking, I’m wondering why I should be charged just because my dealer is crap. They aren’t even offering any sort of compensation or discount because of the delay - simply saying it isn’t their fault.

Woke up this morning of the mindset that if they don’t come with a viable and agreeable solution by the end of today, then I will cancel my order and will put Volvo on my list of brands not to touch again.

I am not unreasonable but I am exactly the customer demographic they claim to want to attract, and I’m not settling for less than I wanted or any serious disruption to get it without being compensated in some way.

[key76]

So dealer offering a car to borrow but they want me to pay full payment I would be paying until mine arrives, insure it, and pay any wear and tear such as punctures etc. I am not against that but feel a bit miffed I am not being offered even a slight incentive.

Asked about goodwill or free services etc after delivery to compensate for the delay and poor service, and was told they were not prepared to do that as they felt giving (and charging) me for a car was sufficient. Made it very clear they didn’t believe they had to do anything.

They also offered several times to cancel my order. They clearly have no desire to keep me as a customer. Maybe they realise that I won’t return for service or new vehicles so no interest in trying to retain me.

Called Volvo UK to complain who eventually said they would consider a goodwill gesture but not until the car had shipped. So I said I want some commitment now so I can cancel if I don’t think it satisfactory. They will get back to me tomorrow.

I did discover that the dealer learned over 6 weeks ago that there was a delay and didn’t tell me. But even then they were not returning calls or emails (they admit their comms was crap) so that comes as no surprise.

This has really soured the Volvo buying experience, and every bone in my body is telling me to tell them to stick it and walk away to another marque. They want to be a premium brand but treat their customers with complete contempt.

[Wizzpop]

Originally Posted by key76

This has really soured the Volvo buying experience, and every bone in my body is telling me to tell them to stick it and walk away to another marque. They want to be a premium brand but treat their customers with complete contempt.

You show your location in the rather large area of the South. Is the dealer part of a large organisation? I would be very surprised if my dealer took that attitude.

[key76]

I won’t name dealer yet but a large chain with many brands under the group

[Wizzpop]

Originally Posted by key76

I won’t name dealer yet but a large chain with many brands under the group

Am I surprised!

[key76]

First attempt at ordering car was with a local independent and they stopped talking to me after I said I’m ready to order but want a second test drive and if all OK I’ll sign that day. Nothing for 3 weeks after that.

Not a good experience all round.