SwedeSpeed - Volvo Performance Forum banner

1 - 12 of 12 Posts

·
Registered
Joined
·
534 Posts
Discussion Starter · #1 ·
Bear with me...<p>Sages if SS, I need some advice pertaining to my car service and a terrible dealership experience so far. This sucks to share because the dealership has always been so good to me in the past, but there are new people in there and it's just not cool...<p>Last weekend, my car started making the dreaded UFO sound, so I took it in on Wednesday morning for repair. It's the Volvo recall PCV issue has been discussed a lot here. I ask what I should expect as a time frame and the service guy says if the part is in stock, then it would be done same day. If not, they'll have to ship it in and it should be Thursday afternoon. Fine. I get a loaner and it's a terrible base model Pontiac G6. Terrible car. Blah. He gets my cell and I'm on my way.<p>Thursday... Obviously, I didn't get a call on Wednesday so I'm assuming they had to ship the part. Fine. In the afternoon, I haven't gotten any call, so I try calling. I try 5 times with no answer. Around 4:30 (shop closes at 5:30) I finally get through and I'm advised that the part hasn't arrived and that the car will probably be done Friday afternoon. I'm most aggravated b/c of the lack of a phone update, but also because I'm stuck with that crap G6 again.<p>Today, Friday... no call for an update, so luckily, I get off of work early, at 4. Instead of calling first, I just drive over to the dealership to pick up my car, or so I thought. I get there and ask about my car, and they haven't even started on it. The part did not come in and will come in on Monday. <p>So this is where I start getting mad. I explain that I have to go out of town this weekend for a wedding and I need/want my car. I politely explain that I purchased Volvo to have a nice car and I am not happy with the G6. I ask if they have a Volvo available, or just something nicer, to switch to since this delay was unexpected. The service guy gives me these runaround answers and I have no options but to stick with the G6 for the weekend. He says that the part will hopefully come in Monday morning and the car will be done. <p>Now, I am really peeved. Not only am I stuck without my baby for a wedding weekend, but in a horrible car. In the past, I've gotten other S40's, some older models like a V70 and S80, even an XC90. I bought Volvo, and this loaner just ticks me off. I'm also very aggravated at the lack of contact and professionalism in terms of information and updates from the service dept about these delays. People have schedules and now I will have to plan around on Monday if...if... it's ready. If it's not done on Monday I will lose my sh*t. <p>Sorry to be so drawn out, but if my car isn't done on Monday, what should/could I do to escalate this? Is this something worth relaying to Volvo North America? Is there anything I should do, or can do? Am I being irrational and need to drop it? I might be blowing this out of proportion, but I feel that I'm not. I have to go out of state this weekend and I assumed I'd have my car. Three whole days to work on it... shouldn't that be enough? They were booked up when I discovered the sound on Friday, and I had to drive with my dipstick out for 5 days waiting. Now this.<p>Any advice?<p> <IMG NAME="icon" SRC="http://www.vortexmediagroup.com/images/banghead.gif" BORDER="0">
 

·
Registered
Joined
·
6,887 Posts
If it isn't done Monday I'd complain. I can understand if a part isn't in stock, but I have had a whole bumper lip overnighted to me so they should be willing to go fast on this. They could be slacking because they aren't getting paid for it since it is a recall. I'd complain if at the end of the day Monday your car is not done. Good luck! And calling Volvo Customer Care won't hurt. <IMG NAME="icon" SRC="http://www.vwvortex.com/vwbb/smile.gif" BORDER="0">
 

·
Registered
Joined
·
7,274 Posts
A big second on the Volvo headquarters. My last Audi had over $1400 worth of free work done after I called complaining about the dealer and what they had done. Long story short, I got a new t-stat that wasn't needed and didn't fix the problem, so they fixed it $1400 later on their dime.
 

·
Registered
Joined
·
689 Posts
Re: car delayed in the shop for oil trap issue... advice needed... (40 Rouge)

Honestly it feels like you're overreacting a bit. The part might have been backordered or something....who knows. Lack of professionalism, maybe but I mean, flipping out over not having your car from Wed to Monday is a bit childish imo.
 

·
Registered
Joined
·
3,760 Posts
Re: car delayed in the shop for oil trap issue... advice needed... (chendawg)

Yeah this sounds fairly normal compared to my dealer, with the exception of the crap loaner.
 

·
Registered
Joined
·
534 Posts
Discussion Starter · #6 ·
Re: car delayed in the shop for oil trap issue... advice needed... (chendawg)

<TABLE WIDTH="90%" CELLSPACING=0 CELLPADDING=0 ALIGN=CENTER><TR><TD><i>Quote, originally posted by <b>chendawg</b> »</i></TD></TR><TR><TD CLASS="quote">... a bit childish imo.</TD></TR></TABLE><p>Come on... I understand that the part is on back order, but I was never told that to begin with. I guess I expect that if I'm told something will be done, it should be done. Now if it is indeed finished on Monday, I will have to take personal time off from my work to get the car. It's an inconvenience.<p>It may be childish to complain, and I guess I'm at fault for expecting better business practices. There are new people in this dealership and it's changed a lot. If I allowed failed expectations and no communication with my line of work, it wouldn't fly. It's very easy to pick up a phone and say "hey, the part is on back order, and we won't have it until Monday. Sorry about the inconvenience". I would've been cool with that.
 

·
Registered
Joined
·
689 Posts
Re: car delayed in the shop for oil trap issue... advice needed... (40 Rouge)

<TABLE WIDTH="90%" CELLSPACING=0 CELLPADDING=0 ALIGN=CENTER><TR><TD><i>Quote, originally posted by <b>40 Rouge</b> »</i></TD></TR><TR><TD CLASS="quote"><p>Come on... I understand that the part is on back order, but I was never told that to begin with. I guess I expect that if I'm told something will be done, it should be done. Now if it is indeed finished on Monday, I will have to take personal time off from my work to get the car. It's an inconvenience.<p>It may be childish to complain, and I guess I'm at fault for expecting better business practices. There are new people in this dealership and it's changed a lot. If I allowed failed expectations and no communication with my line of work, it wouldn't fly. It's very easy to pick up a phone and say "hey, the part is on back order, and we won't have it until Monday. Sorry about the inconvenience". I would've been cool with that. </TD></TR></TABLE><p>No no, I agree with you complaining and their lack of professionalism, I feel you. I definitely would do the same thing. I was just saying it'd be childish if you did go insane on them. Which you haven't done from what I've read.
 

·
Registered
Joined
·
1,397 Posts
Re: car delayed in the shop for oil trap issue... advice needed... (40 Rouge)

40 Rouge - White Pontiac G6? Gah! I had that too!!!<br>There may possibly be "Vivek" written inside the console. <IMG NAME="icon" SRC="http://www.vwvortex.com/vwbb/wink.gif" BORDER="0"><p>Whenever I ask for Volvos - he always says "We have 26 Volvo rentals, but they are all loaned out. Sorry - would you like our Pontiac G6 or our Buick Something or another"... Its hard to believe that all 26 Volvos are always loaned out...<p>But whats that service advisor's name? Fred? Old white guy with white hair and a gotee kinda thing? He always pushes me off because I'm just a kid when I go in for problems. And then I have to take my dad in, and he always gives me problems saying stuff like "He's just a kid and doesn't know about quirks with cars"... I think I know whats a quirk and whats an issue when my fuel sensor randomly goes from full tank to empty in half a second... He's a smartypants. <p>I dunno what mods you have either - but I don't think Duplessis is too mod friendly...
 

·
Registered
Joined
·
534 Posts
Discussion Starter · #9 ·
viv... it's Frank. He was giving me these one word answers like I didn't have a clue about what I was talking about. He was being a real douche canoe. <p>Yea, a white crap beat up G6. I've been playing Tony Stewart the past few days with it. <p>The funny part about the mods, when I first got the car, the service guy for Volvo was huge on the import scene and loved what I was trying to do. He actually encouraged it. Oh well.<p>I definitely won't cause a scene, but if it's not completed on Monday, I'll politely pass along the info to VCNA, and the service dept. supervisor about the special treatment and how there's no chance in hell I'll buy my next car from there. I was so close to trading in for an XC60, but I'll consider the Audi Q5 now.
 

·
Registered
Joined
·
1,397 Posts
Re: (40 Rouge)

<TABLE WIDTH="90%" CELLSPACING=0 CELLPADDING=0 ALIGN=CENTER><TR><TD><i>Quote, originally posted by <b>40 Rouge</b> »</i></TD></TR><TR><TD CLASS="quote">viv... it's Frank. He was giving me these one word answers like I didn't have a clue about what I was talking about. He was being a real douche canoe. <p>Yea, a white crap beat up G6. I've been playing Tony Stewart the past few days with it. <p>The funny part about the mods, when I first got the car, the service guy for Volvo was huge on the import scene and loved what I was trying to do. He actually encouraged it. Oh well.<p>I definitely won't cause a scene, but if it's not completed on Monday, I'll politely pass along the info to VCNA, and the service dept. supervisor about the special treatment and how there's no chance in hell I'll buy my next car from there. I was so close to trading in for an XC60, but I'll consider the Audi Q5 now.</TD></TR></TABLE><p>Yeah - Frank... I told him one time I went in that I had static on my Aux input, and he was like "An Aux input?", and he wrote down "Static in speakers from radio" on the service sheet, so the techs never got around to fixing it. So I just said screw it and let the thing slide... He thinks he knows everything, but he's just a smartypants. That same time I took the car in to have the suspension looked at, and I told them if they do any SUM upgrades, etc, to lower the headlights before the upgrade cause I raised them, and he told me that I wasn't familiar with Volvos and that the headlights aren't related to the suspension module in any way.... <p>Cool thing about the G6 is it has remote start! Hit the lock button then quickly hit the swirly thing on the top of the remote and it will start! But that does nothing to fix the smell in that car. <IMG NAME="icon" SRC="http://www.vwvortex.com/vwbb/eek.gif" BORDER="0"> <p>You could go for the XC60, but just go to that dealership in NO - Bergeron Volvo? I've heard great things about that place. But as far as service - since you have time constraints, I don't think you could take your car all the way down there.
 

·
Registered
Joined
·
357 Posts
Re: car delayed in the shop for oil trap issue... advice needed... (40 Rouge)

There is no excuse for this kind of poor customer service. We live in the modern age here. If they don't have the part and need to order it. Thats fine. There should be no reason they don't know when it will arrive. Just about any part can be sent over night and they should have a way to track the package. There is no reason to give an answer "it should be here by". There also is no excuse for them not calling you and letting you know of the delays and the cause of them. They absolutely should compensate you in some manner for the trouble and inconvenience. Maybe a free oil change or two. I would call Volvo HQ and complain. Maybe a fire under their pants would get them to work a little more faster.
 

·
Registered
Joined
·
957 Posts
Re: car delayed in the shop for oil trap issue... advice needed... (x-omatic)

I agree 100% that Volvo North America has sure dropped the ball on this issue. Seems like everyone on here has had to wait for parts to get their car fixed with this PCV issue. With UPS over-night, Fed-X, and countless other regional over-night delivery services there's no excuse why the dealer doesn't have the parts next day. With the extended warrany Volvo is putting on this problem every Volvo dealer should have one or two sets of the required parts on the shelf and reorder another set when the next car comes in for the recall. <p> I've had My S40 in for warranty work twice, got an XC70 for a loaner for a day the first time, last time the dealer had to rent Me a Pontiac Grand Prix as a loaner for two days waiting for parts. The cost of that rental plus the over-night shipping of the parts sure made the "Carrying Cost" of having the part on the shelf CHEAP in comparison. <p> And the simple act of having ANYONE call the Customer to advise Him or Her of the progress on the repair of His/Her car is just a common courtesy I would think. I wouldn't go POSTAL on the service writer, although most of them deserve it, but I'd try to get to the General Mgr. of the dealership and let THAT person know this experience will greatly effect whether Your next vehicle is another Volvo or not. If the Gen'l Mgr. blows this situation off then I'd call Volvo NA & complain.
 
1 - 12 of 12 Posts
Top