Service Issues: Service and Warranty during COVID-19 Regulation Changes

[CTCNetwork]

Hi,

Important message from :

Originally Posted by Paul Wildsmith

Can you publish this note I've got today from Volvo UK (see attached)? I'd guess a suitable sticky somewhere (I would do myself but probably don't have access).

Thanks
Paul Wildsmith
(VOC Register Keeper)

Originally Posted by email query

Subject:*RE: service and warranty

Good Afternoon,

Thank you for your email.

We are very sorry to hear of this. We can confirm that if you are not able to get your vehicle serviced or MOT'd due to COVID-19 we can confirm that your warranty on your vehicle will not be invalidated.

Thank you for contacting Volvo customer relations.

Best regards,

Will
Good Customer Operations Team Member
T +44 (0) 1628 422 522 / T +44 (0) 1628 422 222
custcare@volvocars.com*/*champion@volvocars.com

Volvo Car UK
Scandinavia House, Norreys Drive
Maidenhead
Berkshire
SL6 4FL
volvocars.com
*
ref:_00D0OZcR5._5003X1rnWNb:ref

Volvo Car UK Limited

[chas49]

To add to this, I've had confirmation from the same Volvo team member regarding Volvo Assistance membership:

Good Afternoon,

Thank you for your email.

We can confirm that your Volvo assist will not expire if you get your vehicle serviced in the next 7 months.

If you need further information on this please let us know.

Best regards,

Will Good
Customer Operations Team Member

[tjtxc60]

After reading the recent helpful posts regarding Service and Warranty during Covid 19 I contacted Volvo Customer Care online yesterday. In case other Forum members are going to be similarly affected I've copied my message to Volvo below. As and when I get a reply from Volvo I'll provide an update here.

Hi, I hope you are all keeping safe and well. I'm a member of the Volvo Owners Club and have just read on the Volvo Owners Club Online Forum copies of emails from Will Good a Volvo Customer Operations Team member covering Volvo Warranty, Service and Assistance queries arising from the current Covid 19 pandemic and resultant UK Gov restrictions that have been put in place. My Volvo Renewal Warranty, administered by Car Care Plan (Policy Number P37053629), expires on 19/04/2020 and I have recently received reminders to renew which in ordinary circumstances I would do however due to the governments latest Covid 19 age and health and travel restrictions my wife and I now have to self isolate for twelve weeks and will not be able to use our car for that period. Currently the warranty renewal notice says that I cannot purchase the warranty cover after 19/04/2020 but as you can appreciate I will not be able to use the car for twelve weeks so my question is will I be able to renew my Volvo warranty at a later date when the government relaxes the current restrictions ? Thanks for your help in this matter.

[tjtxc60]

Further to my post yesterday, this is the reply from Volvo that I received today. I'll email Car Care Plan to suit and provide further updates here

Good afternoon Terry,

Thank you for your email below, this is something that will need to be discussed with the Car Care Plan team directly.

They can be contacted directly on 0344 573 8014 or volvo@warranty-admin.com.

Best regards,

Nicola
Holmes
Customer Operations Team Member
T +44 (0) 1628 422 522 / T +44 (0) 1628 422 222
custcare@volvocars.com / champion@volvocars.com

[tjtxc60]

Please see Car Care Reply below, Forum members thoughts would be very welcome and much appreciated before I reply to CCP. (apologies if this duplicated, I've already posted a similar update about 5 minutes ago but can't see it)



Fri, 3 Apr at 16:55

Dear Mr Titmus,

Thank you for your email.

We understand it is a difficult time for everyone in these uncertain climates we find ourselves in. The underwriters have advised that we cannot allow for gaps in cover therefore if you are wanting extended warranty cover you will need to renew before the expiry date and we can refer you to our finance team to see if you can be accepted for a payment holiday.

Please let us know if there is anything further we can help with.

Yours sincerely

Sean Rodgers

Administration Department

[Paul Wildsmith]

sounds reasonable to me. While it may be unavoidable at the moment, how much we use our cars cannot affect any warranty provision (though note that there are two mileage options, make sure you select the lower).

[tjtxc60]

Thanks very much for your thoughts, I must say I've never been made aware of mileage options when buying the extended warranties, if possible could you kindly let me know where and how I can see these options as my current 3K annual may drive the price down ... after the Volvo Selekt warranty ran out in April 2018 I paid £595 and then had to pay £795 in 2019.

[Nodwad]

Hello I have a Volvo car on a 4 year lease,the warranty is supposed to come to the end after 3 years.been told that with it been a leased car Volvo would extend the lease until lease is at the end.can you please tell me if this is right and if so where can I get this in writing please.many thanks

[destone]

We submitted a Covid-19 related complaint with Volvo UK. Below is the complaint submitted with personal information redacted.

===

Dear Sir or Madam,

I would like to file an official complaint with Volvo UK.

My husband, on my behalf, visited one of your official branches (Volvo Rybrook Warrington) for an XC90 Inscription servicing.

He arrived at ~8:40 am and departed at ~1:15 pm.

He spent over 4 hours in your customers’ waiting area while the car was being serviced.

He was dismayed at what he observed. The entrance door clearly indicates that masks are mandatory to be worn at all times, in addition to the 2 metres (6 ft) social distancing.

However, during the 4+ hours he spent there, numerous staff members and customers were *not wearing* any masks or face coverings, even during close interactions and conversations with one another.

In fact, one female customer without any masks was talking on her phone with the occasional cough and sneeze.

I have no words to describe how uneasy this made my husband feel. There is clear evidence in the scientific community that Covid-19 is an airborne disease.

I would like you to take this up with the branch manager at the Rybrook branch. Immediate steps must be taken so that what my husband had to experience does not repeat again.

Regards

[Paul Wildsmith]

disappointing isn't it, and I expect far from unusual. Did your husband raise the issue when he was there? I'd also suggest you should contact Rybrook themselves, either the dealer principal at that branch or for the Group. Volvo dealers are all independent (of Volvo UK), so will, at best, also suggest you redirect your complaint.