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Discussion Starter · #1 · (Edited)
OSD Disappointment and initial frustration solved by VOLVO!!

CLIFF NOTES: Ordered a 70k+ car to our liking, got delivery with tan headliner instead of black as well as wrong rims. Volvo eventually fixes the problem at the factory, and I'm once again a happy customer!
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My wife and I started the process of shopping for a new Volvo XC90 about 5 months ago. The demo car arrived at the dealer on a Thursday, we drove there on Saturday to test drive it. Fell in love and was ready to place the order.

We then found out about the amazing OSD deal and jumped all over it. Either way we would custom order our car as we are very picky, OSD just made perfect sense.

Initial order was for a Inscription model in Black Onyx and amber perforated leather, with every option except air suspension.
Later we added the style package with running boards as I found out it was more affordable with OSD.

I was THRILLED (evident here at the forum) that Volvo allowed us to have the charcoal/black headliner and contacted my dealer right away to have it added as well as having the change made to the rims, we preferred the 20” from the momentum with black details.

The day we signed the paperwork the final order specs were not presented to us, just the final price. I just assumed everything was fine, after all we had been in this process for 4 months at this point.

The day arrives in Goteborg and we see the printed specs prior to seeing the car and I notice the rims are the wrong ones and I see no evidence of the black headliner option. The delivery specialist is concerned as we are and states that changes will be made if that was indeed a mistake along the lines.

We therefore do not get concerned and take delivery of the car (big mistake!). We then drove around for 10 days to drop of the car on a Monday morning. The day prior (last Sunday) I start freaking out as I had not heard back from anyone confirming that the headliner would be changed. I then texted my dealer and was informed that Volvo was refusing to change the headliner at that point.

I complained at the factory at dropoff and once again was given the feeling that it was going to be taken care of, however at that point it was not unfortunately.

The good thing is that I previously had established a contact within VCNA, more specifically, someone in charge of OSD. This wonderful person was able to pull the correct strings and the original mishap is being taken care of.

Now we just can't wait to be re-united with our precious XC90 ... which we truly do LOVE!

Thank you VOLVO for listening and doing the right thing for us :)
 

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"The day we signed the paperwork the final order specs were not presented to us, just the final price. I just assumed everything was fine, after all we had been in this process for 4 months at this point."

While I completely understand your rage and would probably feel the same way, you know what "assuming" does.
 

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Yep you made two major mistakes:
1.) Assuming that everything was fine and not getting anything in writing.
2.) Accepting the car overseas and test driving it around with only verbal commitment from the delivery specialist without getting anything in writing (again) !

Having said that, it's disappointing to know how Volvo is handling your case but maybe your dealer never placed the right order to begin with and there isn't much Volvo can do about it there. So maybe your dealer needs to make up for their mistake.
 

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It looks to be miscommunication between dealer and the order system. If dealer has not confirmed the headliner change, dealer share the responsibility too. It is bad such things happen.
Rims could be changed at FDC easily. I hope they can do it for OP.

If I were OP, gray headliner is just fine for me. But I'd ask the dealer what happened to the requested change, and complain to VCNA about the dealer. The dealer should be able to offer some compensation.
 

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Ditto... I learned long ago to don't give anything for granted (specially when paying for something, more so a $70k suv).

Really sorry that you had to go through this. In this case I would say that it was the dealer that messed it up by not updating the order correctly.

Where's the XC90 now? Has it left the factory? I take it from your post that the dealership isn't really trying to help you out... have you contacted VCNA?
 

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Yep you made two major mistakes:
1.) Assuming that everything was fine and not getting anything in writing.
2.) Accepting the car overseas and test driving it around with only verbal commitment from the delivery specialist without getting anything in writing (again) !

Having said that, it's disappointing to know how Volvo is handling your case but maybe your dealer never placed the right order to begin with and there isn't much Volvo can do about it there. So maybe your dealer needs to make up for their mistake.
I agree with this. It's more the dealer's fault and not Volvo's
 

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Initial order was for a Inscription model in Black Onyx and amber perforated leather, with every option except air suspension.
Later we added the style package with running boards as I found out it was more affordable with OSD.

The day we signed the paperwork the final order specs were not presented to us, just the final price. I just assumed everything was fine, after all we had been in this process for 4 months at this point.
Was the final price one that indicated the newly added options / rims?
 

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I made sure all communication with the dealer was by email with a few followup phone calls. This way everything was in writing. I really hope you have something in writing to back everything up from your side.
Sounds like the dealer didn't do you any favors especially when custom ordering this! VCNA is not set up like BMW or others for customer custom orders which is a shame.
 

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Whats worse with an OSD in this case you have paid for the car in full 30 days prior to the trip. I hope your dealer helps out as I am sure you paid full MSRP for the vehicle (Less OSD discount)
 

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Discussion Starter · #11 ·
I believe VCNA is taking responsibility as they are the ones that called me yesterday (10/7/15).
I did have evidence of the emails that went back and forth, it was shown to the representative at the Factory.
The final price looked right from a glance, due to deletion of the premium wheels and addition of the trim. However it wasn't very clear given all other fees, taxes, trade-in, etc.

I understand I could have been more diligent in checking details, but that is not my persona. That is my fault. However, given the mistake was on their side, they should have just changed the headliner as the car was at the factory where the car was made.
If the car was in the US when it was noted I understand that would be impossible, but doing a swap right there should not be a big deal!!
 

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The head liner is totally dealers fault. I'm really surprised they would let you switch to the momentum wheels because they are not even an option for inscription, Dealer probably lied to you about that. Everything should have been on order confirmation page.
 

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Discussion Starter · #13 ·
The head liner is totally dealers fault. I'm really surprised they would let you switch to the momentum wheels because they are not even an option, Dealer probably lied to you about that.
Everything should have been on order confirmation page.
It is an option for OSD, dealer wasnt aware, but I showed him that it can be done for OSD.
 

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I agree this might be the dealer's problem. If the dealer handles a OSD in a really professional way, you should receive a mailed welcome package from VCNA, where you can find a printed order confirmation with all details/price clearly written. I ordered my OSD from William and received the package one week after making the deposit. I actually also made some change in the options later. Then I received the second welcome package with the updated order confirmation.
 

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However, given the mistake was on their side, they should have just changed the headliner as the car was at the factory where the car was made. If the car was in the US when it was noted I understand that would be impossible, but doing a swap right there should not be a big deal!!
With no knowledge of how the assembly process works, is swapping out the headliner really a simple thing? I honestly don't know. Would they need to re-insert the car into the assembly line? Or do they have an area set aside for smaller jobs, tweaks, and fixes?
 

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Discussion Starter · #17 ·
Sport & Customizing

000234 Wheels, 20" alloy 5 double spoke matte tech grey dimond cut with 275/45 Pirelli A/S tires
(Momentum)
$750

What is the code for the Black Headliner?
It is 000205
 

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VERY DISAPPOINTED at Volvo and based on this interaction, I could never recommend their brand to anyone, and in fact will proceed to inform customers of their terrible customer service.
Unfortunately, customer service is not one of Volvo's strong points (as evidenced by the various threads on the topic in this and other subforums and by consumer surveys and research):

http://www.jdpower.com/ratings/study/U.S.-Customer-Service-Index-(CSI)-Study/552ENG/Luxury/1361

Sort by overall service satisfaction. Look for Volvo at the bottom.
 

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2021 Volvo XC40 P8 Recharge in Sage Green!
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I agree this might be the dealer's problem. If the dealer handles a OSD in a really professional way, you should receive a mailed welcome package from VCNA, where you can find a printed order confirmation with all details/price clearly written. I ordered my OSD from William and received the package one week after making the deposit. I actually also made some change in the options later. Then I received the second welcome package with the updated order confirmation.
Exactly what I was going to say...There are "fail safes" in place for issues as the op had. The mailed welcome package asks you to confirm the order specifications with VCNA.
Not absolving the original dealer, I wasn't there, but it could have been avoided...
 
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