Well, I thought better of getting VNCA involved when I hadn't heard from the dealer by early afternoon today. They'd promised they'd call me back. So I called VCNA, told them the dealer had told me they couldn't apply the update because the car was an OSD buy and they needed a "code" to do it.
The person I spoke to didn't sound happy with me, as in, why are you calling us about this? But she said she'd call the dealer.
Two hours later, the owner called me. First comment: "Why are you calling Volvo?" First excuse? They weren't sure what I wanted; they thought I wanted the Nav DVD update -- which, by the way, I told the service writer twice I'd already applied. Then he said they didn't do the update because they didn't have time. They'd had the car since 7:30am in the morning. Bottom line? They say they'll provide a loaner and do the update next week.
But this dealer hasn't learned a thing -- they're so sure that I miscommunicated or they ran out of time or the car was a problem because it was OSD, they haven't noticed the most important thing. The RO says, "install Sensus 3.0". They could have solved any of these problems had they read their own RO. Now, it's just a scramble to get the case I opened with VCNA closed -- all the while seeing me as the issue.
Too bad -- now I need to find someone else to service the car. This dealer is less than two miles from my home (the reason I bought it from them). But I don't like being made the problem.
This really should be in a "travails of updating to Sensus 3.0" thread, but since the story is here, so's the continuation.
Today, my local dealer tried again -- without apparent success -- to install Sensus 3.0 on my MY12 XC60.
They had the car at 7:30am. At 5pm, they called to say it would take another 30 minutes. At 5:45pm they called to say it "kept hanging at 68%." When I arrived at the dealer, they were ready to let me take a car on the road with an incomplete update. I consider that dangerous as most of the mechanical and certainly all the safety systems are software-driven. I wanted a better explanation from the dealer than, "Well, at least we got two thirds of the update loaded. Is that good enough for you?"
I got in the car. Some of the screens are Sensus 3.0. But it's a mess. The radio (plain old FM) doesn't work. Nav is blank.
The dealer promised, once again, to call Volvo tomorrow. Because, of course, it's Volvo's fault. It's VIDA's fault. It's their ISP's fault. It's because it's an OSD car. It's the fact that somewhere in the world, it's dark. Any excuse, as long as they don't have to admit that they didn't bother to start work on the car until too late in the day (for a second time) to allow for any problems and that
they just don't know how to service the car.
But what blows me away is that they don't understand their product well enough to know that an major software update to the car's systems that's incomplete could make the car dangerous.
I made them give me a copy of the RO that said they'd upgraded the car to 68% of the software needed to complete the update and reminded them that three times in the shop for a major repair triggers Mass's lemon law -- though there's really nothing wrong with the car a competent dealer couldn't fix.
Worse, these people don't want Volvo's help. I called VCNA after the first upgrade attempt. VCNA called the dealer who then called me with a wildly inappropriate reaction: "Why'd you get VCNA involved? That makes us look bad."
These folks aren't being jerks about it. They're actually quite pleasant to deal with. And I think they want to do the right thing. But they can't. They're incompetent.