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Re: WARNING TO COLORADO VOLVO OWNERS!![740-760/1986] posted by T. Tillman on
Monday, 13 April 1998, at 4:13 p.m.
Doug,
This is VERY interesting! Even though I have contacted Volvo NA before, I shall rejoin the battle. They told me that they couldn't "make" the dealer do anything and have not been at all helpful. Do you know of anyone who can "make" them (or at least make the dealer WISH they had)? Should I "go up the chain" at Volvo NA? I don't plan to let this rest until I recover as much as possible from this dealership. Any input will be appreciated. Thanks!
TWT
QRe: WARNING TO COLORADO VOLVO OWNERS!![740-760/1986] posted by dougm on
Monday, 13 April 1998, at 5:09 p.m.
I am very surprised to hear that VNA has not been at all responsive. My last situation that required their assistance was not a serious one: shortly after I bought my '95 854, (w/o center armrest), the '95's started shipping with the center armrest as std. equip. The dealer gave the pat response: "equipment and specifications are subject to change", so my wife called VNA and politely (no screaming or threats) told them she didn't agree with that practice (it's "her" car). With 48 hours, a VNA district rep called her and said he would see what could be worked out. That same day, the dealer service manager called to schedule an appointment to install the armrest at no cost to us.
After every trip to that dealer for service (mostly warranty and recall work), even for just an oil change, we get a call from the dealer where they go thru about 10 questions where you rate your experience. If I didn't answer "very good" or "excellent" to each question, they'd ask why, and what would they have to do to improve their score. These are sent to VNA. On about 50% of my visits, I get a call from VNA "double-checking" my answers to the same questions.
You may think it's just the dealer I go to, but I have friends that frequent the other 2 in town and they get the same treatment. This place even posts the VNA dealer Q-score rankings report (printed on "green-bar", so it looks authentic) for the whole state, with the dealership names and scores listed.
This could be an elaborate ruse to dupe naive folks like me. But I've been interacting with Volvo dealerships for the past 20+ years and have seen a definite attempt to improve customer service in the last 5 years.
It may be that your dealer doesn't give a rip about his Q-scores; maybe he has his own source of financing and/or is the only game in town. While it's true they can't "make" him do anything, they can yank the franchise if they have enough bad scores on him.
My advice:
1. go back to VNA and escalate the problem to a district manager level.
2. Tell them you'll post the gorey details on Brickboard for all to see.
3. Tell them that a Lexus is really starting to look like a good idea.
4. File grievance with BBB.
Best of luck!