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Discussion Starter · #1 · (Edited)
ATTN EVERYBODY.... No more free software!!!! (edited OP)

Sorry to say but Volvo has decided to stop reimbursing dealerships for updating software during services. This means no more free labor to the customer for software. HOWEVER, each dealership is different and may still do it (at the cost of the technicians time AKA free) but its doubtful because Nobody works for free :thumbdown:

NOTE: The software is still free as Volvo promises to its customers, but how do customers plan to get it to their vehicle? Tech's time and VIDA is not free.

Volvo’s Service 2.0 is the package that we offer to our customers as a complimentary enhancement when they service their Volvo. Service 2.0 consists of the same software that can be found in our PDS or Total Upgrade software. This was developed as a no cost tool to create a differentiator from the independent workshops. Due to low installation of Service 2.0 it was determined in March 2018 Customer Service would compensate dealers in the U.S. for their labor to grow installation rates in an effort to increase customer retention and lower warranty expense for Volvo Cars USA.



However, after careful analysis VCUSA has determined there has not been adequate upside to service retention or customer satisfaction as a result of this goodwill. To date, less than half of the cars eligible for the upgrade are getting it. In addition, we will be removing Complimentary Software updates from our suite of customer promises under the Service by Volvo umbrella. Effective August 1, 2019 Volvo Car USA will cease labor reimbursement associated with the complimentary Service 2.0 software update.


I have no more specifics, just personal opinions/disappointment/anger!!!!

Email VCUSA with your displeasure of broken promises and poor customer support
 

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If this means we will get PA with curve map data, Android UI for a fee, I am with it.

If just for bug fix, then...

So warranty should still cover software issues right?

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This is very disappointing. Too bad Volvo does not update over the air. If volvo wants to play in the big boy market, this is not really supporting that. By contrast, our 2013 Tesla is constantly updated with all the latest features it can support over the air and for free.

We will pay for the updates for our 2017 XC90 T8 when we have it serviced if the dealer does charge for it, but won't necessarily be excited about it.
 

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I also don't understand the logic here. Less than half of cars got updates. So people are not very interested, then why charge a fee for it? Fewer people will want it and VCUSA won't get much from this.

The logical thing is you sell at higher price when it is hot sale.

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Sorry to say but Volvo has decided to stop reimbursing dealerships for updating software during services. This means no more free software. HOWEVER, each dealership is different and may still do it (at the cost of the technicians time AKA free) but I highly doubt it. Nobody works for free :thumbdown: Feel free to write Volvo and complain. I encourage it as a customer and technician.


After careful analysis VCUSA has determined there has not been adequate upside to service retention

or customer satisfaction as a result of this goodwill. To date, less than half of the cars eligible for the upgrade are

getting it. In addition, we will be removing Complimentary Software updates from our suite of customer

promises under the Service by Volvo umbrella. Effective August 1, 2019 Volvo Car USA will cease labor

reimbursement associated with the complimentary Service 2.0 software update.


I have no more specifics, dont ask!!!!
This is crap move by Volvo. They are not leading the premium brand in their market space. You have to do things to retain your customer base and this is not one of them. Why are they nickel and diming us to death? They are now pushing this cost down to the consumer. It cost next to nothing to keep this benefit to the customer and they are now grabbing dimes off the freeway? This is stupid. Makes me a long time brand loyalist reconsider my options. Greed is what this is. They are trying to bring the brand back after years of suppression from Ford and now they think they have arrived? Moronic!!!



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This is very disappointing. Too bad Volvo does not update over the air. If volvo wants to play in the big boy market, this is not really supporting that. By contrast, our 2013 Tesla is constantly updated with all the latest features it can support over the air and for free.

We will pay for the updates for our 2017 XC90 T8 when we have it serviced if the dealer does charge for it, but won't necessarily be excited about it.
I will not pay my dealer for this, unless my dealer provide loaner car. I'd pay $75 for 3 day VIDA instead.

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and labor rate at dealer is much higher. I see this is good chance for other Volvo shops with reasonable $75 hour rate.

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I find it very hard to believe that less than half of the cars eligible for service 2.0 are taking advantage of it. The first three maintenance services are covered under warranty. I would expect there might be some 2016 and 2017 model years that may have a service or two left. Many more 2018 and 2019 have services left. That would mean that more than half of new owners are taking their cars elsewhere for service at their own expense. I don't think so!

I expect lots of kickback about this new policy. It isn't going to go over well. I hope customer care is ready for some very unhappy customer complaints.
 

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Don't know what VCUSA is smoking this time. It is equivalent to say less than half cars got free service so far, so let's stop offering the three free services. Would be nice cost cut.

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If less than half the cars are updated, I suspect this is a failure on VCUSA to push this down the pipe toward dealers.

Again, the VCUSA dealer network seems ... at best ... half-arsed. (No offense to the good techs posting or reading here). I've got like 5 dealers in my area. Every single one of them suck for various reasons and I'm left with opting for the best of the worst.

However, I am seeing one of them start to shine again.

That said, the issue is this is a failure on the part of VCUSA to make the Volvo brand better.

I don't know what the software was like prior to the recent major update (on my 2019 XC60) but I can say that it isn't bad at all. We've seen Doug Demuro comment about the software being really good recently (S60 Pole* review https://www.youtube.com/watch?v=KVQzEKHI2Tw ).

Did this go to their head and give them pause about software updates?

The logic seems... to be lost here.

Color me confused. :confused:
 

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Discussion Starter · #11 · (Edited)
This won't go over well here. This should just be locked before the unnecessary debate can begin.
This is not going to look good \or end well for Volvo. Backtracking on a 5 year long "service 2.0" promise is bad. Frankly, I am pissed off.


Between the high level of warranty audits nationwide, poor quality on a few things (nappa leather on R-design cracking on every car I see) and cutting back on this service promise, I'd say China is pinching pennies :thumbdown: I blame China (Geely) before Sweden (Volvo).


So warranty should still cover software issues right?

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YES, if SW is the appropriate repair, we will update the vehicle.

I find it very hard to believe that less than half of the cars eligible for service 2.0 are taking advantage of it.
More than likely dealerships and/or techs are too lazy to do it OR not smart enough to know they can do it and be reimbursed.
 

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I appreciated it while it lasted but no one carefully analyzed my opinion :)
In the spirit of light comedy / satire I will paraphrase the corporate statement or "corporate-speak" based on my work experience in large corporations. Corporate-speak never ceases to amaze me . . .

>After careful analysis VCUSA has determined
During this automotive down cycle some business executive needed to demonstrate some cost savings or justify a bonus
>there has not been adequate upside to service retention
because expected revenue from additional work generated during service visits was not what I, the Volvo executive in charge of service revenue, erroneously forecasted.
>or customer satisfaction as a result of this goodwill.
To date, less than half of the cars eligible for the upgrade are getting it
Nor did Volvo customers, a high earning demographic which is potentially skewed to less computer-savvy folks who might not understand the significance of software updates in essentially a computer on wheels (as compared to the Tesla demographic), fully appreciate this free service and/or were either too lazy or too inconvenienced to drive in and drop-off their car for several hours or several days (thereby losing use of their beloved vehicle) just for the software service. There is no guarantee that Volvo dealers would provide loaner cars or comparable loaner cars in the interim their car is being serviced - that would require some organized effort either by each dealer or a VCUSA-led initiative much like what our competitors do. We won't get here into why over-the-air updates are not being used (like Tesla) despite every new Volvo having full internet/WiFi capability (like our current complimentary map downloads) - we're looking into monetizing that too BTW.
>
In addition, we will be removing Complimentary Software updates
We're currently researching how we can monetize software (and any) updates to further boost my bonus, I mean, Volvo's revenue stream especially during this down cycle.
>from our suite of customer promises under the Service by Volvo umbrella.
Every normal corporation makes promises and breaks them, so why should we be different especially since my bonus, I mean Volvo's profits are at risk? Remember, corporate normality is taking away benefits, not giving more free benefits. We've got a large enough customer base with our early "we're different" / "follow no one" approach so now is the time to monetize this base - we're a business, not a charity!
>Effective August 1, 2019 Volvo Car USA will cease labor reimbursement associated with the complimentary Service 2.0 software update.
We'll let the frontline dealers handle the customer blowback and charge whatever the dealer thinks is appropriate. After all, I'm over here in corporate and got spreadsheets to analyze and beans to count!
 

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I also don't understand the logic here. Less than half of cars got updates. So people are not very interested, then why charge a fee for it? Fewer people will want it and VCUSA won't get much from this.

The logical thing is you sell at higher price when it is hot sale.

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Yup, the logic is messed up and someone in the management chain took a very bad decision. If not many are getting the update and Volvo is very safety minded with vision 2020 of no accidental deaths in Volvo Cars, they should be doing more customer education and campaigns to promote the free updates and reach out to people who didn't get the update and make them get it or find out the reason why they are not getting it and fix the root cause. Without doing all this, just canceling the existing benefit is the most ridiculous thing they are doing. As suggested by OP, let's all write to VCUSA and ask them an explanation.

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But VCUSA is not part of Volvo financially.

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More than likely dealerships and/or techs are too lazy to do it OR not smart enough to know they can do it and be reimbursed.
Which is another example of VCUSA needing to better train dealers. It seems to me that the dealer experience is all over the place, from great to bad. Luckily my dealer is very good, but I have to drive right past my local dealer that is minutes from home and work because of bad experiences, and drive over 45 minutes to a dealer that has very good techs.

VCUSA should use this as a learning experience and fix its dealer network.
 

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Volvo's flawed logic. If a customer is bringing their vehicle in for service, it's up to the dealer to install and push all updates at that time. So if only 50% of customers coming in get the update, that's not the customer's fault. The dealership either didn't inform the customer that an update was available, or simply didn't bother installing it.

I highly doubt 50% of customers are turning down a software upgrade.....

Similar to Geely / Volvo's stupid move of rebranding the CPO from 7 years (4 factory + 3 additional) to a 4 Year Factory + 1 with unlimited miles and calling it customer centric. Few customers drive 20,000 plus miles a year to ever see a benefit.

Not thrilled about the direction Geely is taking Volvo....
 

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Discussion Starter · #17 ·
Which is another example of VCUSA needing to better train dealers. It seems to me that the dealer experience is all over the place, from great to bad. Luckily my dealer is very good, but I have to drive right past my local dealer that is minutes from home and work because of bad experiences, and drive over 45 minutes to a dealer that has very good techs.

VCUSA should use this as a learning experience and fix its dealer network.
Volvo has requirements on what training the techs need. BUT it depends on the people the dealer hires too. Cheap paying dealers will get cheap (aka bad) techs.

My dealer pays the premium for techs with my skill/training thus the customers get a premium experience from techs that actually care about their work/job.
 

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Discussion Starter · #18 ·
Not thrilled about the direction Geely is taking Volvo....
People who read about the world economy know China is hurting economically.

My GUESS is that Geely is pinching pennies everywhere it can to make up the money it used to acquire manufacturers like Volvo and build the factory in SC that has the locals pissed.The quality is less than stellar from SC too but this could be due to its newness.

Also, as Tech would know, Volvo has been screwing us over on warranty times pretty hard. 11 hours for piston replacement is damn laughable and irritates the sh*t out of me.
 

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I appreciated it while it lasted but no one carefully analyzed my opinion :)
In the spirit of light comedy / satire I will paraphrase the corporate statement or "corporate-speak" based on my work experience in large corporations. Corporate-speak never ceases to amaze me . . .

>After careful analysis VCUSA has determined
During this automotive down cycle some business executive needed to demonstrate some cost savings or justify a bonus
>there has not been adequate upside to service retention
because expected revenue from additional work generated during service visits was not what I, the Volvo executive in charge of service revenue, erroneously forecasted.
>or customer satisfaction as a result of this goodwill.
To date, less than half of the cars eligible for the upgrade are getting it
Nor did Volvo customers, a high earning demographic which is potentially skewed to less computer-savvy folks who might not understand the significance of software updates in essentially a computer on wheels (as compared to the Tesla demographic), fully appreciate this free service and/or were either too lazy or too inconvenienced to drive in and drop-off their car for several hours or several days (thereby losing use of their beloved vehicle) just for the software service. There is no guarantee that Volvo dealers would provide loaner cars or comparable loaner cars in the interim their car is being serviced - that would require some organized effort either by each dealer or a VCUSA-led initiative much like what our competitors do. We won't get here into why over-the-air updates are not being used (like Tesla) despite every new Volvo having full internet/WiFi capability (like our current complimentary map downloads) - we're looking into monetizing that too BTW.
>
In addition, we will be removing Complimentary Software updates
We're currently researching how we can monetize software (and any) updates to further boost my bonus, I mean, Volvo's revenue stream especially during this down cycle.
>from our suite of customer promises under the Service by Volvo umbrella.
Every normal corporation makes promises and breaks them, so why should we be different especially since my bonus, I mean Volvo's profits are at risk? Remember, corporate normality is taking away benefits, not giving more free benefits. We've got a large enough customer base with our early "we're different" / "follow no one" approach so now is the time to monetize this base - we're a business, not a charity!
>Effective August 1, 2019 Volvo Car USA will cease labor reimbursement associated with the complimentary Service 2.0 software update.
We'll let the frontline dealers handle the customer blowback and charge whatever the dealer thinks is appropriate. After all, I'm over here in corporate and got spreadsheets to analyze and beans to count!
For VCUSA it is just like, still almost half of cars are taking 1 hr or more in service and we are paying for it? Let's stop this blood bleeding.

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Is this VCUSA's decision or Volvo Sweden? It is always confusing to me which one is paying dealers for labor in warranty work.

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