You couldn't make it up

[Lexman8]

When I bought the original car in July '16, I got the 5-year service plan at £500. I didn't receive the documentation for it and because it was eventually agreed that the car had to be replaced, I stopped pursuing it after a month. Fast forward to Oct '16 and the replacement car and again no docs received for the service plan.

Having chased the docs for the new car almost weekly for 3 months and despite numerous assurances that it had been processed (when in fact it hadn't), today I received an email confirming the plan... for the original car. The request for it had only been submitted by the dealer within the last week according to Allianz Assistance who administer the plan. Not only is it the wrong car but the start date is wrong and it's 3 years instead of 5. Incompetence taken to a whole new level.

This level of customer service combined with two problem cars is testing my commitment to the Volvo brand.

[BTXC90]

Originally Posted by Lexman8

When I bought the original car in July '16, I got the 5-year service plan at £500. I didn't receive the documentation for it and because it was eventually agreed that the car had to be replaced, I stopped pursuing it after a month. Fast forward to Oct '16 and the replacement car and again no docs received for the service plan.

Having chased the docs for the new car almost weekly for 3 months and despite numerous assurances that it had been processed (when in fact it hadn't), today I received an email confirming the plan... for the original car. The request for it had only been submitted by the dealer within the last week according to Allianz Assistance who administer the plan. Not only is it the wrong car but the start date is wrong and it's 3 years instead of 5. Incompetence taken to a whole new level.

This level of customer service combined with two problem cars is testing my commitment to the Volvo brand.

That's not good, I too haven't received any documentation on the service plan so far.

Will try and chase up with the dealer.

Is yours a cash purchase or a PCP?

The reason I ask is because the customers taking Volvo finance get the 3 year service plan complementary, in which case you should only be paying for year 4 and 5

Maybe many PCP customers don't go on to year 5 anyway....

[Lexman8]

The car was a cash purchase and I went for the 5-year plan as I intended keeping the car for that period. Having second thoughts about that now though.

[tramman]

I received all my docs (via email) direct from Allianz Assistance about a week after collecting the car (Dec 16) like you the car was a cash purchase and the 5 year plan seemed like a good deal at the time. The service dates all fell in line with the collection date.

[TheDufster]

I've had my car for about 14 months. Had it serviced in November as part of a 3-year service plan. I've never received any details of the plan but when I mentioned it at the garage they just accepted my word.

I think this has been the case with all of the Volvo's I've owned over the last 8 years or so and it also applies to my Wife's car which is due for it's 2nd annual service in May.

[Lexman8]

Things may have changed with Allianz taking over the administration. The service guys do an online check of a car's eligibility and that's why I knew for certain that it hadn't been enacted.

Anyhoots, I've raised it with the dealer again so I guess it'll get sorted out sometime.

[Exsee90]

Originally Posted by BTXC90

That's not good, I too haven't received any documentation on the service plan so far.

Will try and chase up with the dealer.

Is yours a cash purchase or a PCP?

The reason I ask is because the customers taking Volvo finance get the 3 year service plan complementary, in which case you should only be paying for year 4 and 5

Maybe many PCP customers don't go on to year 5 anyway....

I think the max pcp Volvo offer is 4 years, it still comes with 3 year free servicing but as long as you do less that 12.5k miles a year and service spot on the 12 months you can hand back without having to pay for the 4th year service as you get a 30 day leeway

[BTXC90]

Originally Posted by Exsee90

I think the max pcp Volvo offer is 4 years, it still comes with 3 year free servicing but as long as you do less that 12.5k miles a year and service spot on the 12 months you can hand back without having to pay for the 4th year service as you get a 30 day leeway

yeah makes sense. Mine is also on PCP but my plan is to keep the car after 4 years. Will see what options will be available then.