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Discussion Starter · #1 ·
I have a 2001 Volvo V70 XC that is in excellent condition. i have spent a lot of time keeping it looking like new. 2 weeks ago I received a discount coupon from Putnam Volvo in Burlingame, California for an oil change and tire balance & rotation special. I dropped my car off at 8 am on the morning of Jan 17 2003 to have both service performed. the car was ready at 10 am. after arriving home, i discovered that the front left driver side rim has a 1/2" scratch and a 1/2"x1/4" size scrape. I immediately returned to Putnam Volvo. The service adviser and manager initially agreed to fix the damage, however, it was quickly dismissed by the owner, Kent Putnam. Mr. Putnam stated "you did it and we are not going to do anything.". Burlingame police was called by both parties to resolve situation without any success. at this point i don't know what is there to do to recuperate my lost. any advice or help would be greatly appreciated.
 

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Re: bad service (ppchen_2000)

Well, it's yoru word against theirs. So naturally, they win. My best advice is to report them to the BBB (Bureau for Better Business) and ask them to investigate. In the meantime, try to find your own personal mechanic. It'll save you a lot of hassle and money.
 

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Re: bad service (ppchen_2000)

Boy! That's a tough situation. Putnam's response (if he put it the way you wrote it) was not very cordial but if they honestly feel they did not have anything to do with this, it is tough for them to coigh up the dough to fix it. It's a tough call.<p>Yannis
 

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Re: bad service (ppchen_2000)

My local dealer scratched one of my wheels during a rotation and were very kind and apologetic when I brought it to thier attention. Not only did they pay for my next oil service, they polished the wheel and had the tire tech promise to pay more attention. They are very pro customer service, which Volvo demands of them.<p>Dealers get busy and sometimes can be careless but my experience has been to review the wheels with my service advisor first so he knows I really care about my car. Most people don't pay as much attention and so these little things (big to some of us) get overlooked by service.<p>I would say your dealership is not very proactive on the service side and would look for another dealer or a private servicer.<p>Mike
 

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Re: bad service (ppchen_2000)

This is interesting.<br>Another word-of-mouth black eye for Volvo dealerships.<br>I've read other threads which paint Volvo dealers in a similar light and it is troubling.<p>Given your abbreviated account, it would appear that the service adviser and manager were quick to recognize what they viewed to be an error on the part of the Garage (perhaps they knew about the scratch and were just waiting for your call?), but once the facility owner (Putnam) got involved, they sort of had to fall in line.<p>Either way, your portrait of Putnam is a rather ugly one.<br>It's easy to say that he was "right" to question you, but his terse dismissal of your claim goes beyond uncordial. He was plainly rude and, I suspect he acted in such a way so as to intimidate you.<br>This seems like something of a rather crude "strategy" in the interest of saving money and fending off further action on your part.<p>If you are certain that you have a legitimate claim against Putnam Volvo (and you seem to be), I would use Mr. Putnam's hubris as a kind of inspiration to follow through.<br>Given the earlier pseudo-admission of his service adviser and manager, you've certainly got a leg to stand on here.<p>Putnam, it would seem, has put <I>you</I> in a difficult position.<p>Given your certainty and your initial agreement with the service adviser and manager I'd follow through with this, without question.<p><br>
 

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Re: bad service (samulsoon_0503)

well, i was advised by the service manager not to go back. as i have stated on other forums that it's a shame they look at this in their favor. we are a 7 volvo family in the SF bay area. 4 of which occasionally goes to Putnam for service. 2 of the 4 were actually bought at the dealership. i have already written to several consumer protection agencies. i hope to hear from them soon. still can't believe Putnam put me through all this.<p>-Paul<br>SSF, CA
 

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Re: bad service (ppchen_2000)

Well, since police was called in, it should be one police file. That way Putnam can't dismiss ever having such conversation in case a TV microphone gets shoved in front of his face!
 

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Re: bad service (mike_c70)

ppchen_2000,<p>Do you have any updates concerning your bad experience at the dealership?<p>
 

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Re: bad service (mtbikr)

MAYBE YOU GUYS SHOULD SPEND LESS TIME ON THE INTERNET AND MORE<br>TIME WATCHING OUT FOR CURBS <BR><BR>
[Modified by COLE2000, 1:36 AM 2-26-2003]
 

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Re: bad service (COLE2000)

<BLOCKQUOTE>quote:<HR>MAYBE YOU GUYS SHOULD SPEND LESS TIME ON THE INTERNET AND MORE<br>TIME WATCHING OUT FOR CURBS <p><HR></BLOCKQUOTE><p>So, what the heck are you doing here, Mr. "Productive"?<p>Yannis
 

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Re: bad service (GrecianVolvo)

OHHH, BAN HIM! <IMG NAME="icon" SRC="http://********************/smile/emsmilep.gif" BORDER="0"> <p>.<br>..<br>.<br>.<br>.<br>.<br>.<br>.<br>...just kidding... <IMG NAME="icon" SRC="http://********************/smile/emwink.gif" BORDER="0">
 

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Re: bad service (COLE2000)

<BLOCKQUOTE>quote:<HR>MAYBE YOU GUYS SHOULD SPEND LESS TIME ON THE INTERNET AND MORE<br>TIME WATCHING OUT FOR CURBS <br>[Modified by COLE2000, 1:36 AM 2-26-2003]<HR></BLOCKQUOTE><p>For a first post, this came out of left field.
 

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Re: bad service (ppchen_2000)

i'd like to find one garage that hasn't had a consumer complaint...and to brand volvo service people as worse than others is just silly......and since when has calling the police ever solved this kind of problem? does the word 'overreact' mean anything to anybody here?...i would have enjoyed the conversation in that police car on the way back to the precinct...all this over a scratch?...get real, get a life and don't take all this so seriously.....a bunch of grown men acting like a couple kids arguing over a bike...you gotta laugh....you should all have much more important things to deal with.
 

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Re: bad service (ppchen_2000)

Is it really bad service or just an unrealistic expectation on our part based on how much we spent on a car? I spent 45k on my V70 T5 with all the options and would think that my dealer would bend over backwards to help me anyway they can. <p>When I discuss my concerns with service I can see the looks of, what does this guy expect of us. I know what Volvo corporate expects of it's dealers and it's service deaprtments so instead of showing my disapproval of the way I am being treated, I let them know how Volvo expects me to be treated and this seems to jump start a better dialog. I also have a customer service sheet from Volvo showing what it's dealers are required to do for customers in service and I leave a copy of this on my front passenger seat when dropping my car off. <p>I have had good luck but realize that what someone is paid and who they work for does not mean I am going to get the service I expect. I wish it was different and all I can do is express my desires and concerns and hope that someone is listening. If not, there is always the customer service line for Volvo. I do have respect for those people that work on my car and I let them know it. I certainly can't do what they do with any certainty and knwo that I will get bettert service if I am patient and go over my car with service before I leave. This includes walking the body and interior. My service people are very willing to make sure they take good care of my car if they know I really care. Some people think of a car as transportation only and don't care about the occasional curb rash, dent, ding.......not me. <p>Mike
 
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