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This past Friday and Sat, VCOA called. Both times no name or number to call back was given. Just said "this is Volvo cars of North America, drive safe and we look forward to speaking with you". Real people talking and the same basic message both times.<p>Why would VCOA call in the first place?
 

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they called me too after my last service (22500) and wanted me to answer a bunch of questions about my expierience with the dealer and my R. <p>[arnolds voice]<br>Who is your daddy and what does he do?<br>[/arnolds voice]
 

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Re: (fischmama)

I got a call like that from a dealership I took the car to, wanting me to rate them. I didn't feel like it so I always hung up and now, once or twice a week, the automated call keeps calling me back like a cheesey horror film.
 

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Re: (fischmama)

<TABLE WIDTH="90%" CELLSPACING=0 CELLPADDING=0 ALIGN=CENTER><TR><TD><i>Quote, originally posted by <b>fischmama</b> »</i></TD></TR><TR><TD CLASS="quote"><p>[arnolds voice]<br>Who is your daddy and what does he do?<br>[/arnolds voice]</TD></TR></TABLE><p><A HREF="http://www.ebaumsworld.com/arnolds1.html" TARGET="_blank">http://www.ebaumsworld.com/arnolds1.html</A>
 

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Re: (Cabot)

<TABLE WIDTH="90%" CELLSPACING=0 CELLPADDING=0 ALIGN=CENTER><TR><TD><i>Quote, originally posted by <b>Cabot</b> »</i></TD></TR><TR><TD CLASS="quote">I got a call like that from a dealership I took the car to, wanting me to rate them. I didn't feel like it so I always hung up </TD></TR></TABLE><p>That is what I call being...courteous...<p>Yannis
 

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Re: Volvo cars North america called? (R_Rated)

Volvo Cars of North America will routinely perform random surveys of customers' service experiences at their retailers. Surveying is performed on vehicles that are within the original 4/50K warranty. Nothing to be concerned about.<p>
 

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Beleive it or not, those calls mean ALOT to the dealership, and Service Advisor, Our pay is based on survey scores. So every good score helps,even more then a no answer score. So the least you can do if your happy is take the 2-3 minuted and anser the surveys. It helps more then you'll ever know.
 

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Re: (Mike"R")

I always try to cut to the chase and say "great service, wonderful people, I am very satisfied and I will be back to this dealer for the next service". This never seems to satisfy the person on the other end and they request a call back time when I have more time to answer their questions. It really is a bit annoying how many questions they ask, but I do stay on the phone to ensure that the dealer and staff get their "props" for a job well done... <p>For those of you that work at Volvo dealers, can you send a message up the chain of command that there are too many survey questions and that the supposedly two-minute survey usually takes closer to five? <IMG NAME="icon" SRC="http://www.vwvortex.com/vwbb/rolleyes.gif" BORDER="0"> <p>- Tryg
 

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Re: (RainyS60R)

<TABLE WIDTH="90%" CELLSPACING=0 CELLPADDING=0 ALIGN=CENTER><TR><TD><i>Quote, originally posted by <b>RainyS60R</b> »</i></TD></TR><TR><TD CLASS="quote"><p>For those of you that work at Volvo dealers, can you send a message up the chain of command that there are too many survey questions and that the supposedly two-minute survey usually takes closer to five? <IMG NAME="icon" SRC="http://www.vwvortex.com/vwbb/rolleyes.gif" BORDER="0"> <p>- Tryg</TD></TR></TABLE><p>Especially since there are essentially only two answers to each question. Satisfactory or Not Satisfactory. Really now. How much meaning can these surveys have when customers are constantly coached to provide perfect scores, which only happens because anything less than a perfect score counts as a fail? It undermines the whole process and makes it worthless.
 

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Re: (RainyS60R)

<TABLE WIDTH="90%" CELLSPACING=0 CELLPADDING=0 ALIGN=CENTER><TR><TD><i>Quote, originally posted by <b>RainyS60R</b> »</i></TD></TR><TR><TD CLASS="quote">For those of you that work at Volvo dealers, can you send a message up the chain of command that there are too many survey questions and that the supposedly two-minute survey usually takes closer to five? <IMG NAME="icon" SRC="http://www.vwvortex.com/vwbb/rolleyes.gif" BORDER="0"> <p>- Tryg</TD></TR></TABLE><p>Tryg,<p>The current movement is to get these surveys to be taken online and also shorten them just a tiny bit more.<p>Yannis
 

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Re: Volvo cars North america called? (R_Rated)

I always have mixed feelings about these surveys, since at times the dealer is caught in the middle without the resources to fix the problem. e.g.<p>My '04 V70R went in many times before it was totalled to get rid of a persistent, virtually constant clunk in the rear suspension. After most all of the hardware was changed out, it was then a perpetual wait for new SW, that never resolved it. As a customer, I am rightfully not happy, but is the dealer to blame or is Volvo INC. really the culprit as they finger point to Motorola, Ohlins, Monroe, et al.<p>Is the drive shaft singing a dealer issue, or poor design? For me it gets fixed until the next time the conditions are right. Should I give them high marks because they have indeed fixed it until it happens again?<p>Since I have had two fuel pump failures should I give them high marks for fixing it the first time, or the second time? For something that should have not failed even once?<p>They have been working on fixing the afterblow function since Nov. '04, it took until Nov. 05 for them to admit it was not working. Should the dealer be held accountable for the poor SW that is provided to them? The poor diagnostic yes, but what about the repair?<p>In the case of issues like leaving shipping spacers in the springs, failed angle gear etc. should the repair get high marks even though it shoulld have never occured in the first place? What about the classic sidestep issue, hardly the fault of the dealer.<p>Clearly no car is failure free, but it seems as if many of the Volvo questions relate to courtesy, warm coffee, cleanliness, etc, as opposed to "did you fix my car, and do it correctly the first time"?
 

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Re: Volvo cars North america called? (rogersampson)

<TABLE WIDTH="90%" CELLSPACING=0 CELLPADDING=0 ALIGN=CENTER><TR><TD><i>Quote, originally posted by <b>rogersampson</b> »</i></TD></TR><TR><TD CLASS="quote">Clearly no car is failure free, but it seems as if many of the Volvo questions relate to courtesy, warm coffee, cleanliness, etc, as opposed to "did you fix my car, and do it correctly the first time"?</TD></TR></TABLE><p>My thoughts exactly. With my dealer, that's <B>ALL</B> I'm concerned about. Fix it right, fix it the first time.<p>Now... If the car was completely trouble free and all it EVER needed was routine scheduled maintenance, then the coffee comes into the equation. It seems as if Volvo is <I>assuming</I>, and incorrectly I might add, that their products are in the class of reliability that would mean that they are left to competing with others on the basis of complimentary coffee and creamer quality.<p>Fortunately for them, the survey really doesn't leave a lot of room to communicate this.
 
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