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Discuss Volvo customer service in the alt.autos.volvo forum at Car Dealer Forums; Dear Mr. Clark; I find this reply TOTALLY UNACCEPTABLE. Your lazy response has done more ...
  1. #1
    Steve
    Guest

    Default Volvo customer service

    Dear Mr. Clark;

    I find this reply TOTALLY UNACCEPTABLE. Your lazy response has done more to
    turn me, a loyal Volvo driver, off your fine cars then almost anything else
    could!

    Volvo retailers MUST uphold the standards of Volvo, or lose their franchise!

    There MUST BE national standards for Volvo service, high standards.

    Volvo USA MUST provide timely and excellent customer service, nothing less.
    Quite frankly for the price of a S60 folks can be in a Lexus ES350, for the
    price of a S40 folks could be in an Acura TSX, for the price of a XC90 folks
    could be in any number of SUV's, including models from Lexus, and Mercedes
    Benz.

    While Acura and Lexus are known for unquestionable service quality, in
    general folks I know are usually very happy with Mercedes Benz service as
    well. Mercedes has come a long way from their previous hit or miss service
    quality, and Volvo must emulate the success of Mercedes.

    There are many tools that Volvo can use to enforce compliance such as
    vehicle and parts allocations, bonus monies paid with a caveat that a given
    level of service must be maintained, and even yanking their franchise.

    The treatment that Mr. Rawson received from Borton Volvo in Minneapolis MN
    was totally unacceptable, and from a dealer organization that scored 3 tens,
    one five and one zero I would think that the majority of clearly very fine
    dealers would be glad to see a rapacious and poorly operated dealer, such as
    Borton Volvo in Minneapolis MN either undergo drastic corrective action or
    be stripped of their franchise.

    Neftin Westlake Volvo in Thousand Oak, CA clearly has some work to do as
    well, and I am sure that under the considerable pressure that the zone could
    bring to bear such corrective action could be rapid and soon Neftin Westlake
    could approach the level of service that Bill Pearce Motors in Reno, NV,
    Smothers Volvo in Santa Rosa, CA, and Fields Jaguar/Land Rover/Volvo in
    Madison, WI have all achieved.

    Kudos to the high fliers, and you better do something, else Volvo might well
    go the way of Jaguar.

    Naturally I shall post your unhelpful reply to the usenet Volvo group so
    thousands of Volvo owners both in the United States, and all over the world
    will learn how concerned Volvo is about the unacceptable level of care that
    some dealers provide, and does not even acknowledge the superb care other
    dealers provide.

    Sincerely yours;

    Steven Kaess
    -------------- Original message --------------
    From: customercare@volvocars.com

    Dear Mr. Kaess,



    Thank you for contacting Volvo Cars of North America.



    Volvo retailers are responsible to conduct their operations according to
    their own policies, and while responsible for

    the quality and integrity of the services they provide, we do take such
    comments seriously.



    Their integrity and dependability as well as that of our organization are
    factors in preserving owner loyalty and commitment

    to our product.



    We appreciate your sharing these comments with us. We have forwarded your
    correspondence to the appropriate

    department for internal review.



    Sincerely,



    Bill Clark

    Volvo Cars of North America







    ---- Original Message ----
    From : stevenholly@comcast.net
    To : customercare@volvocars.com
    Subject : [INTR:115636]
    Date : Sat, 02 Sep 2006, 10:14:34 PM EDT




    From the volvo board in usenet:

    My wife and I just completed two months of driving around the US in our
    '05
    XC90 V8. We put over 12K on the car with absolutely no problems at
    all ---
    fantastic road car. Highway mileage ran 23-24 MPG.

    We visited 5 Volvo dealers (4 for oil changes --- we change every 3750
    miles --- and one to check out an "open gas cap" trouble msg). FWIW,
    here's
    our report on those five dealers' service operations --- this report is
    being sent to each dealer, to Volvo USA (if they care), as well as to
    this
    Volvo newsgroup.

    1) Bill Pearce Motors in Reno, NV. OUTSTANDING! En route, we drove in
    unannounced on a Saturday morning to have the 15K complimentary service.
    They took us right in, did everything that was needed, including
    synthetic
    oil, at no charge whatsoever (our local dealer, Mooer's Volvo in
    Richmond,
    VA, charges extra for the synthetic oil).& ;nb! sp; In addition, they
    washed the car,
    removing the heavy coating of dead bugs that had accumulated. All this
    in
    just a little over an hour. If you're in Reno, this is where you want
    to
    go --- very accommodating and friendly. We'd give them a 12 on a
    10-point
    scale. (6/24/06. Service Advisor 277 Jeffrey Maciel)

    2) Neftin Westlake Volvo in Thousand Oak, CA. FAIR. We had an early
    morning
    appointment here for a mid-service oil change. They took several others
    ahead of us, even though we were the first ones there when they opened..
    Consequently, we waited around for over 2 hours for the oil change.
    They
    didn't wash the car. Total charge was $82.67. We'd give them a 5 on a
    10-point scale, and next time might try the dealer in nearby Calabassas.
    (7/26/06 Service Advisor 6057 Robert Muzio)

    3) Smothers Volvo in Santa Rosa, CA. EXCELLENT. Again, en route and
    unannounce d, we stopped! in ear ly morning because we were getting a
    trouble
    msg that the gas cap was not secure (although it certainly seemed to
    be).
    They took us right in, did a variety of checks and found nothing amiss,
    so
    reprogrammed the computer and that took care of the trouble msg. It
    took
    about an hour. Very friendly and accommodating. No charge (warranty)..
    We'd
    give this dealer a 10. (8/2/06 Service Advisor 37 Alex Ruiz)

    4) Borton Volvo in Minneapolis (Lyndale Ave), MN. UNACCEPTABLE. Before
    leaving Bismarck for Minneapolis, we made an appointment for the
    following
    day for the 22.5K service. When we arrived we were told that this was a
    major service and that they couldn't do it for about two weeks. We
    suspect
    that since this was a complimentary service (and in fact not a major
    one),
    they just didn't want to be bothered with it. They were not at all
    accommodating, and as a result we had to do some re-routi! ng to m ake
    an
    appointment with a dealer who would handle this service (in Madison,
    WI).
    We would give this dealer a 0 on a 10-point scale and strongly advise
    you
    tpo stay clear. (8/10/06 Service Advisor UNK --- 30's something female)

    5) Fields Jaguar/Land Rover/Volvo in Madison, WI. OUTSTANDING! We
    arrived
    for a mid-morning appointment and they took us right in and did the
    22.5K
    service with no problem or delay. We were there a little over an hour.
    They washed the car, and there was no charge at all. Very friendly and
    accommodating. This dealer had just bought the local Volvo franchise
    from a
    nearby dealer (SMart Volvo) about 10 days previously, and now handles
    Ford's
    Premier line (Jag/LR/Volvo). Good clean operation. If you're in
    Madison,
    go there. They get a 12 on the 10-point scale. (8/11/06 Service Advisor
    Michelle Gratz).

    Dave Rawson
    mdrawson@cox.net






    › See More: Volvo customer service

  2. #2
    hjsjms@cs.com
    Guest

    Default Re: Volvo customer service

    Put simply I find your posting to be pretty much unacceptable as well.
    Comments inserted.


    Steve wrote:
    > Dear Mr. Clark;
    >
    > I find this reply TOTALLY UNACCEPTABLE. Your lazy response has done more to
    > turn me, a loyal Volvo driver, off your fine cars then almost anything else
    > could!
    >
    > Volvo retailers MUST uphold the standards of Volvo, or lose their franchise!


    Really. Are you in a position to enforce this regulation? Possibly you
    have taken over Volvo USA or at least taken a supervisory position
    there?


    >
    > There MUST BE national standards for Volvo service, high standards.
    >
    > Volvo USA MUST provide timely and excellent customer service, nothing less.


    I thought dealers provided the service. But maybe they have installed
    bays at Volvo USA headquarters.



    > Quite frankly for the price of a S60 folks can be in a Lexus ES350, for the
    > price of a S40 folks could be in an Acura TSX, for the price of a XC90 folks
    > could be in any number of SUV's, including models from Lexus, and Mercedes
    > Benz.


    What's your point, or are you just giving us a summary of market
    pricing.


    >
    > While Acura and Lexus are known for unquestionable service quality, in
    > general folks I know are usually very happy with Mercedes Benz service as
    > well. Mercedes has come a long way from their previous hit or miss service
    > quality, and Volvo must emulate the success of Mercedes.


    The car manufacturers are generally not thought of as outlets for
    service. Individual cars dealerships are thought of as being service
    providers. And there are crappy Mercedes, Lexus and Volvo dealers as
    there are excellent ones.


    >
    > There are many tools that Volvo can use to enforce compliance such as
    > vehicle and parts allocations, bonus monies paid with a caveat that a given
    > level of service must be maintained, and even yanking their franchise.


    Just what are you demanding that Volvo (USA, Sweden or dealers? )
    enforce compliance with.


    >
    > The treatment that Mr. Rawson received from Borton Volvo in Minneapolis MN
    > was totally unacceptable, and from a dealer organization that scored 3 tens,
    > one five and one zero I would think that the majority of clearly very fine
    > dealers would be glad to see a rapacious and poorly operated dealer, such as
    > Borton Volvo in Minneapolis MN either undergo drastic corrective action or
    > be stripped of their franchise.


    What is all this scoring crap..... Who's tall tale is this anyway...


    >
    > Neftin Westlake Volvo in Thousand Oak, CA clearly has some work to do as
    > well, and I am sure that under the considerable pressure that the zone could
    > bring to bear such corrective action could be rapid and soon Neftin Westlake
    > could approach the level of service that Bill Pearce Motors in Reno, NV,
    > Smothers Volvo in Santa Rosa, CA, and Fields Jaguar/Land Rover/Volvo in
    > Madison, WI have all achieved.


    My my, you are one busy fellow aren't you. I'll bet that was a fun
    vacation travelling from dealer to dealer. Maybe you should consider a
    new career as a contract service department evaluator.


    >
    > Kudos to the high fliers, and you better do something, else Volvo might well
    > go the way of Jaguar.


    Which high fliers.


    >
    > Naturally I shall post your unhelpful reply to the usenet Volvo group so
    > thousands of Volvo owners both in the United States, and all over the world
    > will learn how concerned Volvo is about the unacceptable level of care that
    > some dealers provide, and does not even acknowledge the superb care other
    > dealers provide.


    I think he said he would look into your whining, er I mean complaints.



    >
    > Sincerely yours;
    >
    > Steven Kaess
    > -------------- Original message --------------
    > From: customercare@volvocars.com
    >
    > Dear Mr. Kaess,
    >
    >
    >
    > Thank you for contacting Volvo Cars of North America.
    >
    >
    >
    > Volvo retailers are responsible to conduct their operations according to
    > their own policies, and while responsible for
    >
    > the quality and integrity of the services they provide, we do take such
    > comments seriously.
    >
    >
    >
    > Their integrity and dependability as well as that of our organization are
    > factors in preserving owner loyalty and commitment
    >
    > to our product.
    >
    >
    >
    > We appreciate your sharing these comments with us. We have forwarded your
    > correspondence to the appropriate
    >
    > department for internal review.
    >
    >
    >
    > Sincerely,
    >
    >
    >
    > Bill Clark
    >
    > Volvo Cars of North America
    >
    >
    >
    >
    >
    >
    >
    > ---- Original Message ----
    > From : stevenholly@comcast.net
    > To : customercare@volvocars.com
    > Subject : [INTR:115636]
    > Date : Sat, 02 Sep 2006, 10:14:34 PM EDT
    >
    >
    >
    >
    > From the volvo board in usenet:
    >
    > My wife and I just completed two months of driving around the US in our
    > '05
    > XC90 V8. We put over 12K on the car with absolutely no problems at
    > all ---
    > fantastic road car. Highway mileage ran 23-24 MPG.
    >
    > We visited 5 Volvo dealers (4 for oil changes --- we change every 3750
    > miles --- and one to check out an "open gas cap" trouble msg). FWIW,
    > here's
    > our report on those five dealers' service operations --- this report is
    > being sent to each dealer, to Volvo USA (if they care), as well as to
    > this
    > Volvo newsgroup.
    >
    > 1) Bill Pearce Motors in Reno, NV. OUTSTANDING! En route, we drove in
    > unannounced on a Saturday morning to have the 15K complimentary service.
    > They took us right in, did everything that was needed, including
    > synthetic
    > oil, at no charge whatsoever (our local dealer, Mooer's Volvo in
    > Richmond,
    > VA, charges extra for the synthetic oil).& ;nb! sp; In addition, they
    > washed the car,
    > removing the heavy coating of dead bugs that had accumulated. All this
    > in
    > just a little over an hour. If you're in Reno, this is where you want
    > to
    > go --- very accommodating and friendly. We'd give them a 12 on a
    > 10-point
    > scale. (6/24/06. Service Advisor 277 Jeffrey Maciel)
    >
    > 2) Neftin Westlake Volvo in Thousand Oak, CA. FAIR. We had an early
    > morning
    > appointment here for a mid-service oil change. They took several others
    > ahead of us, even though we were the first ones there when they opened..
    > Consequently, we waited around for over 2 hours for the oil change.
    > They
    > didn't wash the car. Total charge was $82.67. We'd give them a 5 on a
    > 10-point scale, and next time might try the dealer in nearby Calabassas.
    > (7/26/06 Service Advisor 6057 Robert Muzio)


    If you wanted the car washed why didn't you do it yourself. 1.5 to 2
    hours is about right since they do look the car over. There may have
    been some cars left off the night before for early pickup. You are
    indeed a whiner.


    >
    > 3) Smothers Volvo in Santa Rosa, CA. EXCELLENT. Again, en route and
    > unannounce d, we stopped! in ear ly morning because we were getting a
    > trouble
    > msg that the gas cap was not secure (although it certainly seemed to
    > be).
    > They took us right in, did a variety of checks and found nothing amiss,
    > so
    > reprogrammed the computer and that took care of the trouble msg. It
    > took
    > about an hour. Very friendly and accommodating. No charge (warranty)..
    > We'd
    > give this dealer a 10. (8/2/06 Service Advisor 37 Alex Ruiz)


    Good. I've dropped in with simple problems and gotten them attended to
    as well. Whether they can get to you sooner or later is entirely a
    function of how busy they are.


    >
    > 4) Borton Volvo in Minneapolis (Lyndale Ave), MN. UNACCEPTABLE. Before
    > leaving Bismarck for Minneapolis, we made an appointment for the
    > following
    > day for the 22.5K service. When we arrived we were told that this was a
    > major service and that they couldn't do it for about two weeks. We
    > suspect
    > that since this was a complimentary service (and in fact not a major
    > one),
    > they just didn't want to be bothered with it. They were not at all
    > accommodating, and as a result we had to do some re-routi! ng to m ake
    > an
    > appointment with a dealer who would handle this service (in Madison,
    > WI).



    Somehting is missing from this story...like what you really told the
    dealer when you first set up the appointment. Why should they go out
    of their way to accomodate you.

    > We would give this dealer a 0 on a 10-point scale and strongly advise
    > you
    > tpo stay clear. (8/10/06 Service Advisor UNK --- 30's something female)
    >
    > 5) Fields Jaguar/Land Rover/Volvo in Madison, WI. OUTSTANDING! We
    > arrived
    > for a mid-morning appointment and they took us right in and did the
    > 22.5K
    > service with no problem or delay. We were there a little over an hour.
    > They washed the car, and there was no charge at all. Very friendly and
    > accommodating. This dealer had just bought the local Volvo franchise
    > from a
    > nearby dealer (SMart Volvo) about 10 days previously, and now handles
    > Ford's
    > Premier line (Jag/LR/Volvo). Good clean operation. If you're in
    > Madison,
    > go there. They get a 12 on the 10-point scale. (8/11/06 Service Advisor
    > Michelle Gratz).


    Whether a dealer can get you in with no appointment is entirely a
    function of what business is on the board. It has nothing to do with
    whether they are nice people deserving of 12 points on a 10 point
    scale.

    My sense is that you have taken whining and complaining to an all time
    new level. Fortunately for those dealers you will not be back through
    any time soon.


    >
    > Dave Rawson
    > mdrawson@cox.net



  3. #3
    zencraps@comcast.net
    Guest

    Default Re: Volvo customer service


    Steve wrote:
    >
    > Kudos to the high fliers, and you better do something, else Volvo might well
    > go the way of Jaguar.
    >


    Too late.

    Both marques have been taken over by a failing American car company, an
    organization without an automotive clue.

    Have you driven a Fjord lately?

    A damn shame, really.

    roll dem bones


  4. #4
    Steve
    Guest

    Default Re: Volvo customer service


    <hjsjms@cs.com> wrote in message
    news:1158850749.718865.295870@h48g2000cwc.googlegr oups.com...
    > Put simply I find your posting to be pretty much unacceptable as well.
    > Comments inserted.


    Thank you for your feedback, I will answer your unfounded points, and hope
    that you are greatful for the eduction I shall provide.
    School is now in session:


    >
    >
    > Steve wrote:
    >> Dear Mr. Clark;
    >>
    >> I find this reply TOTALLY UNACCEPTABLE. Your lazy response has done more
    >> to
    >> turn me, a loyal Volvo driver, off your fine cars then almost anything
    >> else
    >> could!
    >>
    >> Volvo retailers MUST uphold the standards of Volvo, or lose their
    >> franchise!

    >
    > Really. Are you in a position to enforce this regulation? Possibly you
    > have taken over Volvo USA or at least taken a supervisory position
    > there?



    My comment is from a Volvo owner and enthusiast, myself. I like the cars
    enough to be here. I work in the auto industry (although i do not mention
    that) and I directly influence dozens of automotive purchases a year. My
    opinion should matter to Volvo, it does to car buyers who know me.

    >
    >
    >>
    >> There MUST BE national standards for Volvo service, high standards.
    >>
    >> Volvo USA MUST provide timely and excellent customer service, nothing
    >> less.

    >
    > I thought dealers provided the service. But maybe they have installed
    > bays at Volvo USA headquarters.



    Your reading comprhension is on par with the service that some Volvo dealers
    provide. I am sure that with remedial assistance you could soon read usenet
    groups and understand what is written.

    First lesson:
    I suggest you read the entire post. Move your lips should you feel the
    need.


    Volvo MUST set a very high bar, and they have many tools to do that just,
    both carrots and sticks. They must use them.


    >
    >
    >
    >> Quite frankly for the price of a S60 folks can be in a Lexus ES350, for
    >> the
    >> price of a S40 folks could be in an Acura TSX, for the price of a XC90
    >> folks
    >> could be in any number of SUV's, including models from Lexus, and
    >> Mercedes
    >> Benz.

    >
    > What's your point, or are you just giving us a summary of market
    > pricing.


    The point is that if Volvo offers sub par service and general dealer
    experences there are others out the who will gladly eat their lunch (and
    dinner too)
    This link will give a lot of data about current sales in the US
    http://www.businessweek.com/autos/co...ndex+page_news

    GEE...Volvo sales are DOWN...


    >
    >
    >>
    >> While Acura and Lexus are known for unquestionable service quality, in
    >> general folks I know are usually very happy with Mercedes Benz service as
    >> well. Mercedes has come a long way from their previous hit or miss
    >> service
    >> quality, and Volvo must emulate the success of Mercedes.

    >
    > The car manufacturers are generally not thought of as outlets for
    > service. Individual cars dealerships are thought of as being service
    > providers. And there are crappy Mercedes, Lexus and Volvo dealers as
    > there are excellent ones.



    Car manufacturers have many tools to control dealer behavior. If the
    manufacturers do not use these tools they will suffer or gain in the
    marketplace.
    The number of poor Mercedes dealers is much lower then it was. I challenge
    you to find substantiated, reasonable complaints about the service
    department at any Lexus dealer in the United States.

    >
    >
    >>
    >> There are many tools that Volvo can use to enforce compliance such as
    >> vehicle and parts allocations, bonus monies paid with a caveat that a
    >> given
    >> level of service must be maintained, and even yanking their franchise.

    >
    > Just what are you demanding that Volvo (USA, Sweden or dealers? )
    > enforce compliance with.



    Dealers get money for selling some cars to target levels, dealers get (or
    don't) allocations of hot cars, dealers get (or don't) get price breaks if
    the sell enough parts volume. These all can be linked to CSI.

    >
    >
    >>
    >> The treatment that Mr. Rawson received from Borton Volvo in Minneapolis
    >> MN
    >> was totally unacceptable, and from a dealer organization that scored 3
    >> tens,
    >> one five and one zero I would think that the majority of clearly very
    >> fine
    >> dealers would be glad to see a rapacious and poorly operated dealer, such
    >> as
    >> Borton Volvo in Minneapolis MN either undergo drastic corrective action
    >> or
    >> be stripped of their franchise.

    >
    > What is all this scoring crap..... Who's tall tale is this anyway...


    I suggest you read the entire post. Move your lips should you feel the
    need.

    >
    >
    >>
    >> Neftin Westlake Volvo in Thousand Oak, CA clearly has some work to do as
    >> well, and I am sure that under the considerable pressure that the zone
    >> could
    >> bring to bear such corrective action could be rapid and soon Neftin
    >> Westlake
    >> could approach the level of service that Bill Pearce Motors in Reno, NV,
    >> Smothers Volvo in Santa Rosa, CA, and Fields Jaguar/Land Rover/Volvo in
    >> Madison, WI have all achieved.

    >
    > My my, you are one busy fellow aren't you. I'll bet that was a fun
    > vacation travelling from dealer to dealer. Maybe you should consider a
    > new career as a contract service department evaluator.
    >
    >
    >>
    >> Kudos to the high fliers, and you better do something, else Volvo might
    >> well
    >> go the way of Jaguar.

    >
    > Which high fliers.


    I suggest you read the entire post. Move your lips should you feel the
    need.

    >
    >
    >>
    >> Naturally I shall post your unhelpful reply to the usenet Volvo group so
    >> thousands of Volvo owners both in the United States, and all over the
    >> world
    >> will learn how concerned Volvo is about the unacceptable level of care
    >> that
    >> some dealers provide, and does not even acknowledge the superb care other
    >> dealers provide.

    >
    > I think he said he would look into your whining, er I mean complaints.


    'Volvo retailers are responsible to conduct their operations according to
    their own policies, and while responsible for
    the quality and integrity of the services they provide, we do take such
    comments seriously'

    Sorry sounds like corporate BS to me.


    >
    >
    >
    >>
    >> Sincerely yours;
    >>
    >> Steven Kaess




  5. #5
    Roadie
    Guest

    Default Re: Volvo customer service


    Steve wrote:
    > <hjsjms@cs.com> wrote in message
    > news:1158850749.718865.295870@h48g2000cwc.googlegr oups.com...
    > > Put simply I find your posting to be pretty much unacceptable as well.
    > > Comments inserted.

    >
    > Thank you for your feedback, I will answer your unfounded points, and hope
    > that you are greatful for the eduction I shall provide.
    > School is now in session:
    >
    >
    > >
    > >
    > > Steve wrote:
    > >> Dear Mr. Clark;
    > >>
    > >> I find this reply TOTALLY UNACCEPTABLE. Your lazy response has done more
    > >> to
    > >> turn me, a loyal Volvo driver, off your fine cars then almost anything
    > >> else
    > >> could!
    > >>
    > >> Volvo retailers MUST uphold the standards of Volvo, or lose their
    > >> franchise!

    > >
    > > Really. Are you in a position to enforce this regulation? Possibly you
    > > have taken over Volvo USA or at least taken a supervisory position
    > > there?

    >
    >
    > My comment is from a Volvo owner and enthusiast, myself. I like the cars
    > enough to be here. I work in the auto industry (although i do not mention
    > that) and I directly influence dozens of automotive purchases a year. My
    > opinion should matter to Volvo, it does to car buyers who know me.


    Nonsense. That kind of preachy statement would only make sense from an
    inside manager lecturing the troops. It would in my experience be of
    little effect other than to make the manager feel as though he was
    managing. Coming from an outsider like you it is little more than
    pompous yammering.


    >
    > >
    > >
    > >>
    > >> There MUST BE national standards for Volvo service, high standards.
    > >>
    > >> Volvo USA MUST provide timely and excellent customer service, nothing
    > >> less.

    > >
    > > I thought dealers provided the service. But maybe they have installed
    > > bays at Volvo USA headquarters.

    >
    >
    > Your reading comprhension is on par with the service that some Volvo dealers
    > provide. I am sure that with remedial assistance you could soon read usenet
    > groups and understand what is written.
    >
    > First lesson:
    > I suggest you read the entire post. Move your lips should you feel the
    > need.
    >
    >
    > Volvo MUST set a very high bar, and they have many tools to do that just,
    > both carrots and sticks.


    More bombastic pronouncements from someone who appears to be quite full
    of himself.


    > They must use them.


    Volvo does set a high bar...I've owned their cars for 25 years. Volvo
    Dealers (repeat that phrase) are the ones who provide service. And
    service can very between dealers no matter the brand. But overall the
    quality of service from Volvo dealers is quite high.


    >
    >
    > >
    > >
    > >
    > >> Quite frankly for the price of a S60 folks can be in a Lexus ES350, for
    > >> the
    > >> price of a S40 folks could be in an Acura TSX, for the price of a XC90
    > >> folks
    > >> could be in any number of SUV's, including models from Lexus, and
    > >> Mercedes
    > >> Benz.

    > >
    > > What's your point, or are you just giving us a summary of market
    > > pricing.

    >
    > The point is that if Volvo offers sub par service and general dealer
    > experences there are others out the who will gladly eat their lunch (and
    > dinner too)
    > This link will give a lot of data about current sales in the US
    > http://www.businessweek.com/autos/co...ndex+page_news
    >
    > GEE...Volvo sales are DOWN...
    >
    >
    > >
    > >
    > >>
    > >> While Acura and Lexus are known for unquestionable service quality, in
    > >> general folks I know are usually very happy with Mercedes Benz service as
    > >> well. Mercedes has come a long way from their previous hit or miss
    > >> service
    > >> quality, and Volvo must emulate the success of Mercedes.

    > >
    > > The car manufacturers are generally not thought of as outlets for
    > > service. Individual cars dealerships are thought of as being service
    > > providers. And there are crappy Mercedes, Lexus and Volvo dealers as
    > > there are excellent ones.

    >
    >
    > Car manufacturers have many tools to control dealer behavior. If the
    > manufacturers do not use these tools they will suffer or gain in the
    > marketplace.
    > The number of poor Mercedes dealers is much lower then it was. I challenge
    > you to find substantiated, reasonable complaints about the service
    > department at any Lexus dealer in the United States.



    Just ask around. But all you will find are creative anecdotes like
    yours.

    >
    > >
    > >
    > >>
    > >> There are many tools that Volvo can use to enforce compliance such as
    > >> vehicle and parts allocations, bonus monies paid with a caveat that a
    > >> given
    > >> level of service must be maintained, and even yanking their franchise.

    > >
    > > Just what are you demanding that Volvo (USA, Sweden or dealers? )
    > > enforce compliance with.

    >
    >
    > Dealers get money for selling some cars to target levels, dealers get (or
    > don't) allocations of hot cars, dealers get (or don't) get price breaks if
    > the sell enough parts volume. These all can be linked to CSI.



    Given the high opinion you have of your automotive industry knowlege I
    suggest that you put yourself out as a consultant to manufacturers and
    possible dealer associations. In short order you will find out how
    valuable your pronouncements really are.

    >
    > >
    > >
    > >>
    > >> The treatment that Mr. Rawson received from Borton Volvo in Minneapolis
    > >> MN
    > >> was totally unacceptable, and from a dealer organization that scored 3
    > >> tens,
    > >> one five and one zero I would think that the majority of clearly very
    > >> fine
    > >> dealers would be glad to see a rapacious and poorly operated dealer, such
    > >> as
    > >> Borton Volvo in Minneapolis MN either undergo drastic corrective action
    > >> or
    > >> be stripped of their franchise.

    > >
    > > What is all this scoring crap..... Who's tall tale is this anyway...

    >
    > I suggest you read the entire post. Move your lips should you feel the
    > need.


    Turns out there are at least two tall tales. In all it is a poorly
    written message. I hope you sent something more coherent, but I
    suspect otherwise.

    >
    > >
    > >
    > >>
    > >> Neftin Westlake Volvo in Thousand Oak, CA clearly has some work to do as
    > >> well, and I am sure that under the considerable pressure that the zone
    > >> could
    > >> bring to bear such corrective action could be rapid and soon Neftin
    > >> Westlake
    > >> could approach the level of service that Bill Pearce Motors in Reno, NV,
    > >> Smothers Volvo in Santa Rosa, CA, and Fields Jaguar/Land Rover/Volvo in
    > >> Madison, WI have all achieved.

    > >
    > > My my, you are one busy fellow aren't you. I'll bet that was a fun
    > > vacation travelling from dealer to dealer. Maybe you should consider a
    > > new career as a contract service department evaluator.
    > >
    > >
    > >>
    > >> Kudos to the high fliers, and you better do something, else Volvo might
    > >> well
    > >> go the way of Jaguar.

    > >
    > > Which high fliers.

    >
    > I suggest you read the entire post. Move your lips should you feel the
    > need.
    >
    > >
    > >
    > >>
    > >> Naturally I shall post your unhelpful reply to the usenet Volvo group so
    > >> thousands of Volvo owners both in the United States, and all over the
    > >> world
    > >> will learn how concerned Volvo is about the unacceptable level of care
    > >> that
    > >> some dealers provide, and does not even acknowledge the superb care other
    > >> dealers provide.

    > >
    > > I think he said he would look into your whining, er I mean complaints.

    >
    > 'Volvo retailers are responsible to conduct their operations according to
    > their own policies, and while responsible for
    > the quality and integrity of the services they provide, we do take such
    > comments seriously'
    >
    > Sorry sounds like corporate BS to me.
    >
    >
    > >


    My guess is that the guy from Volvo USA has passed your missive around
    the office and they've all gotten a chuckle from your overblown
    rhetoric. You really need to tone yourself down if you expect to be
    taken seriously by the Volvo importer. Stick with facts, don't ramble,
    avoid preachy pronouncements about how Volvo should run their business
    and most importantly try bring the other person to your side. It's
    simple and it works. Your letter was designed to make you feel
    self-important and it had the unfortunate consequence of turning the
    Volvo rep against you.


  6. #6
    Stephen Henning
    Guest

    Default Re: Volvo customer service

    "Steve" <stevenholly@comcast.net> wrote:

    > I find this reply TOTALLY UNACCEPTABLE. Your lazy response has done more to
    > turn me, a loyal Volvo driver, off your fine cars then almost anything else
    > could!


    You are worse then the dealer you found UNACCEPTABLE. He did nothing
    wrong, he just did nothing. You are a ROYAL INSULTING PAIN IN THE BOOT.
    Do you go around your entire life judging people? I am sure you must be
    frequently disappointed. No wonder they didn't cooperate.

    If you don't like the car, complain to the manufacturer. If you don't
    like the service writer, then complain to the dealer. Then if you don't
    like the dealer, then complain to Volvo America. Some dealers only
    service their own customers because they are short on mechanics. Their
    viewpoint is understandable.

    Whenever I had a specific complaint about Volvo service, Volvo of
    America always responded very quickly and got things straightened out.
    When you get a specific complaint they may help you also. But as long
    as you are complaining about a single service writer to Volvo of
    America, they justifiably should ignore you.

    Those of us that find good dealers and stick with them hope that you
    don't visit our dealers and pi** them off.

    Volvo of Amerca stated:

    'Volvo retailers are responsible to conduct their operations according
    to their own policies, and while responsible for
    the quality and integrity of the services they provide, we do take such
    comments seriously'

    And you replied: "Sorry sounds like corporate BS to me."

    What do you not understand? They took your comments seriously. Why
    can't you reciprocate.
    --
    Cheers, Steve Henning in Reading, PA, USA
    Owned '67,'68,'71,'74,'79,'81,'87,'93,'95 & '01 Volvos.
    The '67,'74,'79,'87,'95 and '01 through European Delivery.
    http://home.earthlink.net/~rotarians/volvo.html

  7. #7
    Jason Russell
    Guest

    Default Re: Volvo customer service

    Stephen Henning wrote:
    > "Steve" <stevenholly@comcast.net> wrote:
    >
    >> I find this reply TOTALLY UNACCEPTABLE. Your lazy response has done
    >> more to turn me, a loyal Volvo driver, off your fine cars then
    >> almost anything else could!

    >
    > You are worse then the dealer you found UNACCEPTABLE. He did nothing
    > wrong, he just did nothing. You are a ROYAL INSULTING PAIN IN THE
    > BOOT. Do you go around your entire life judging people? I am sure
    > you must be frequently disappointed. No wonder they didn't
    > cooperate.
    >
    > If you don't like the car, complain to the manufacturer. If you don't
    > like the service writer, then complain to the dealer. Then if you
    > don't like the dealer, then complain to Volvo America. Some dealers
    > only service their own customers because they are short on mechanics.
    > Their viewpoint is understandable.
    >
    > Whenever I had a specific complaint about Volvo service, Volvo of
    > America always responded very quickly and got things straightened out.
    > When you get a specific complaint they may help you also. But as long
    > as you are complaining about a single service writer to Volvo of
    > America, they justifiably should ignore you.
    >
    > Those of us that find good dealers and stick with them hope that you
    > don't visit our dealers and pi** them off.
    >
    > Volvo of Amerca stated:
    >
    > 'Volvo retailers are responsible to conduct their operations according
    > to their own policies, and while responsible for
    > the quality and integrity of the services they provide, we do take
    > such comments seriously'
    >
    > And you replied: "Sorry sounds like corporate BS to me."
    >
    > What do you not understand? They took your comments seriously. Why
    > can't you reciprocate.


    Why would anybody change their oil at 4000 miles?

    Its a given the V8 would be running synthetic, and on the type of journey
    described, engine running nice and hot etc etc.

    Unless so sandy you would be in sandstorms in middle east, I see no reason
    to changes oil as described (although, happy to be corrected!)

    Smells of BS to me!



  8. #8
    Espressopithecus (Java Man)
    Guest

    Default Re: Volvo customer service

    In article <CuCdnc7mv67cCI_YnZ2dnUVZ_tGdnZ2d@comcast.com>,
    stevenholly@comcast.net says...
    >
    > Volvo retailers MUST uphold the standards of Volvo, or lose their franchise!
    >

    I know of one retailer who lost a Volvo franchise due to a high
    incidence of customer complaints about service quality. The retailer
    provided terrible service, and it took a long time for this to occur,
    but it did.

    Rick

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