General: That why we have warranties.....

[shandy]

After 18 months of faults with my V50 SE sport, I have finally realise what Volvo UK are all about and their poor customer service.
Keeping it short, Today I spoke with Claire Parson, escalations manager at Volvo UK.
I asked her how much will I have to put up with, and how many more faults to expect. She replied by saying "that why we have warranties". Great comment to a customer.

I feel that the car is never going to be fault free and is dangerous.
I've asked Volvo to replace the car, but they stated that they don't sell cars and my agreement was with the dealer, not Volvo.
Volvo just wash their hands as they sold the car.

After writing twice to the UK Managing director, I never got a reply. Claire Parson has failed to return my calls and return my emails.
This just shows how poor the organisation is.

After reading many threads on these forums, I don't seem to be alone. Volvo just don't know how to fix the faults or deal with customers.

Mr Director, sort it out and get staff who can say the right things and get the car fixed straight away. Your company saying should be change to... Volvo NOT for life.

My advise to anyone wanting to buy this product is... DONT.

[pigapumbu]

WOW... now your story really is bad. It shows Volvo UK for that they are. Seems they are not taking the responsibility for their cars but pushing the customer around.

BTW, have you written to Volvo Sweden? TO the guy that sits on top? Just curious.

In one of your previous post some time back, I shared with you my story. Like you, I got the run around from a BMW dealer and sadly BMW GB. At the end, I sent a letter addressed to the CEO of BMW Germany. Within a week, things started moving here and I got a replacement car 1 year after purchase.

If they want to, it can be done. Its a question of, how much they value their customers. UK... ripoff attitude. Sweden I hope they are more serious about it. But now that Volvo is under FORD (also a Leading Manufacturer),.. I am not sure who you need to write too and if it would work. Try though. Nothing ventured, nothing gained.

Cheers.

[bircham]

I'm taking my wife's V50 2.0d SE in for the third time for the dealer to try and fix the idling problem. My wife and I have been discussing what to do if we get the usual "We've done a software update and it's fixed..." line again.

What is it about Volvo and their s*dding software updates? Just fix the car!

Are we expected to keep taking it back until the warranty runs out in a year's time and we have to pay for repairs?

I hope that you get your issues sorted - I can see us asking for a replacement car if it isn't fixed this time...

Jon

[mjcourtney]

I totally agree with the comments about customer service!

As some of you know my S40 needs a new engine (under warranty).

Volvo UK have ignored all my letters, ignored legal threats, been rude down the phone, refused to put me in touch with escalation managers and told me my car is 'fine'. ( 1 litre of oil every 1000 miles? I think not, Volvo...)

I wrote to Volvo Sweden, sent it registered air mail. I sent them an email at the same time informing them of the incoming letter. No reply.

Putting it bluntly, Volvo UK Customer Services are absolute crap.

As for the dealer? I think the phrase 'Computer Says No' comes to mind when they can't find a nice fault code to explain the problem. They are not mechanics, they rely on a computer diagnose everything. I'd like to see a computer find out where my oil is going please Volvo.

Volvo Sweden's address is: Volvo Car Corporation, 405 31 Goteburg Sweden

[pigapumbu]

Originally Posted by bircham

I'm taking my wife's V50 2.0d SE in for the third time for the dealer to try and fix the idling problem. My wife and I have been discussing what to do if we get the usual "We've done a software update and it's fixed..." line again.

What is it about Volvo and their s*dding software updates? Just fix the car!

Are we expected to keep taking it back until the warranty runs out in a year's time and we have to pay for repairs?

I hope that you get your issues sorted - I can see us asking for a replacement car if it isn't fixed this time...

Jon

Spoke to a dealer once. I better not mention them cause they are good with me. Guy said the 2.0D does have lots of issues. I do read the complaints here and feel bad for all of you. I know what it is to spend so much on a car only to be told the problems are a figment of your imagination. Computer says all is fine.

Maybe we should say, banker says, all is not fine so don't expect any payment till its tried and tested and all fine. Having a lousy dealer is one thing but when the parent company VCUK themselves are terrible in solving customer problems, then ownership of the marque becomes even more lousy. I doubt anyone in that situation would ever go back to buy more volvos. I can never understand that mentality from the main company unless they also know its not a minority of cars but a whole lot more affected.

For me, if I know anyone if buying a volvo and a diesel at that, I would first suggest they go speak to trading standards and arm themselves with the LAW on how to reject a lemon. I think there are some rules that need to be followed if a problem comes up within a few days. Stick to it and a replacement can be obtained. Once you allow the dealer to settle it, then it gets into a grey area.

So take care guys. Hope your car problems do get sorted. On the brighter side, there are still other cars out there where one doesn't have to take up residence at the service department.

cheers

[shandy]

I feel that Volvo live in the clouds and need a good shake up.
Ive grown up with the impression that Volvo cars are strong and reliable until I bought one.

The car market is very competitive and if Volvo continue with poor service and poor products, they will be the next to go under.

I've heard great stories so far from people who have been given a replacement vehicle or full refunds from other prestige brands. Why does Volvo have to be an exception.

Maybe all unsatisfied customers should meet at Volvo UK headquarters with the press in tow. This will get the directors out of their chairs.

Volvo. The old saying " bad news travels quicker than good" still exists.

[VeryVolvo]

The trouble is, like other car manufacturers, Volvo cannot admit to there being a known fault as it could end up costing them unknown quantities of money which no doubt they cannot afford. There was a similar issue a couple of years ago with another manufacturer whereby there was a known fault with one of there models but they did not inform customers of the fault as they did not want the costs associated with the repairs. It is much easier to let the customer pay for the repairs or the warranty company (until the warranty runs out)!

[shandy]

Originally Posted by VeryVolvo

The trouble is, like other car manufacturers, Volvo cannot admit to there being a known fault as it could end up costing them unknown quantities of money which no doubt they cannot afford. There was a similar issue a couple of years ago with another manufacturer whereby there was a known fault with one of there models but they did not inform customers of the fault as they did not want the costs associated with the repairs. It is much easier to let the customer pay for the repairs or the warranty company (until the warranty runs out)!

I can see your point, but as the bad news gets out, sales of their cars will fall which will kill the brand. I didn't buy the top of the range to expect 18 months of faults. I've had older cars with little or no faults.
If this was a washing machine or electrical goods, I would of had a replacement by now. You could say that the product is not of merchantable quality and they could put lives in danger. Its a matter of time before someone gets hurt.

[VeryVolvo]

Originally Posted by shandy

I can see your point, but as the bad news gets out, sales of their cars will fall which will kill the brand. I didn't buy the top of the range to expect 18 months of faults. I've had older cars with little or no faults.
If this was a washing machine or electrical goods, I would of had a replacement by now. You could say that the product is not of merchantable quality and they could put lives in danger. Its a matter of time before someone gets hurt.

You are quite right, I had a problem with my Television and after a couple of attempts to repair it under warranty they decided to give me a new one.

I suppose it might be to do with the fact that the Television cost me £1000 and the parts ended up outweighing the cost of the item. Maybe once you had had enough repairs to your car up to the value of the car they might give you a new one!

[shimon340]

hi

the problem with volvo customer service in the UK is that under pressure from ford, volvo closed its in house (and vety good!) customer service dept in marlow. this ties in with some inital problems the club had getting tech support from volvo uk (jack cluer had some issues) initially as the tech support dept has been restructured. I think there have been some personel changes in tech support which explains jacks problem.

back to the above, volvo was pushed to close its in house customer support dept and instead merged operations with jaguar. so, all the volvo product specialists, knowledge etc was lost and the team has the problems all companies have when things are new.... people arent sure of facts, processes etc etc.

so... its jag and new people dealing with you now. anyone noticed how its says "coventry" in the adress on the reply to emails???!! Jag country!!

further complicated by the fact ford is about to sell jag.... ah problem!!

I work with customer support for another manufacturer and I can see what happened above. the agent tried to reassure you that whilst no car can be guaranteed to never fail in any way, the warranty is there to pick up concerns in the first 3 years etc... I think what she did was a rushed version of the "reassurance" phrases answers the teams have.

regarding your 2.0 diesel, I too appreciate the problem with diagnostic systems on cars. fualt codes are only software or voltage limits for sensors and volvos own service manuals and training says on the first page "diagnostic systems are there to provide guidance and assistance but dont forge that this is a tool and you need to also complete your own diagnosis and checks in order to make accurate decisions" wel.. Ive paraphrased it really

if the dealer is struggling to find the fualt and thinks it is just software then check the car has the latest software updates and if the fault reappears ask the dealer to call volvos technical support helpline and maybe say to the dealer "do you have a reference number of the call for my records"

push the dealer to get assistance from volvo

Im aware of work to improve things at customer support... should get better soon

S