After my recent 15,000 mile maintenance, warranty work and front brake pad replacement, I received my paperwork. On it was a conspicuous sticker that said "If you cannot give us 10's on the satisfaction survey, please call our svc manager."
Well, I was not happy. They wouldn't perform the fix for the "in the morning, can't get into reverse" technote because they couldn't reproduce the issue. This was the second time I've brought it in for that same issue. In the past, they've also been unable to reproduce the intermittent axle ping issue and I've just given up trying to get them to fix it.
Then, they replaced my front brake pads, which still 1000 miles later squeal like a freakin' bastard.
They also finally fixed my low pointing light issue, which they insisted the last time around was set to the stock, factory level. But, that wasn't a complaint this time around, nor was it listed on my paperwork. I'm guessing that they finally turned the lights on during the SUM calibration, but that's not listed either.
And finally, they actually did the technote for the side-step - to absolutely no effect. It's still just as bad and I have given up on the engine hesitation issue as well.
Anyway, back to the sticker. I called the service manager and left a VM. He returned the call with another VM. THen I called him 3 more times, left three more messages over a week period with no response.
So I called Volvo. At least they have an (800) number with someone I could vent to. The helpful gal there promised that they would work with the dealer to address my concerns. Hopefully, that will at least generate a dialog.
Am I over-reacting to this? I am just feeling very frustrated with the lack of concern or professionalism with this whole thing. This is supposed to be a car that draws people to Volvo and it worked for me, but this lack of service and customer focus will just as certainly drive me away.
The sad thing is that I really like the car, but service is a huge feel-good component for any brand to succeed.
Well, I was not happy. They wouldn't perform the fix for the "in the morning, can't get into reverse" technote because they couldn't reproduce the issue. This was the second time I've brought it in for that same issue. In the past, they've also been unable to reproduce the intermittent axle ping issue and I've just given up trying to get them to fix it.
Then, they replaced my front brake pads, which still 1000 miles later squeal like a freakin' bastard.
They also finally fixed my low pointing light issue, which they insisted the last time around was set to the stock, factory level. But, that wasn't a complaint this time around, nor was it listed on my paperwork. I'm guessing that they finally turned the lights on during the SUM calibration, but that's not listed either.
And finally, they actually did the technote for the side-step - to absolutely no effect. It's still just as bad and I have given up on the engine hesitation issue as well.
Anyway, back to the sticker. I called the service manager and left a VM. He returned the call with another VM. THen I called him 3 more times, left three more messages over a week period with no response.
So I called Volvo. At least they have an (800) number with someone I could vent to. The helpful gal there promised that they would work with the dealer to address my concerns. Hopefully, that will at least generate a dialog.
Am I over-reacting to this? I am just feeling very frustrated with the lack of concern or professionalism with this whole thing. This is supposed to be a car that draws people to Volvo and it worked for me, but this lack of service and customer focus will just as certainly drive me away.
The sad thing is that I really like the car, but service is a huge feel-good component for any brand to succeed.
