I had a long and fruitful conversation with Bill Casey at Volvo Customer Care this morning. (He called yesterday as well, but of course I was at soccer practice with my kids.) Here is what came out of it:
1. Regarding Repair of my Volvo: Volvo Corporate is sending a specialized Volvo Engineer to Pasadena on December 9th. His/her mission is to spend a couple of days (at Rusnak) examining my car & my service records with a fine tooth comb, to get to the bottom of all my issues. Volvo recognizes it’s an issue that I have so many problems with my car, despite following recommended service schedules and Dealer suggested repairs, over the years. I’ll keep you posted on what they find.
2. Regarding Volvo Customer Care: In reviewing my case, Bill realized some of my conversations with different levels of Volvo Corporate (like the conversation I had with the President’s office) did not come up when he reviewed my file on his computer. Apparently, some conversations were logged under my name, others under my husband’s name. This is an issue, since Volvo is committed to resolving repeat complaints with due diligence. Bill suggested there may be a need to review Volvo’s internal systems for capturing customer issues. He is looking into streamlining his department. Update to follow.
3. Regarding Rusnak/Dealer Customer Care: The Dealer is really the customer service connection between the Customer and Volvo. If a Customer has an issue with their car, the Dealer’s role is to mediate between the Customer and Volvo to find a resolution. My argument (and apparently many of you out there) is that Rusnak (my Dealer) did not mediate on my behalf as I would expect. I had to try to get my voice heard at Volvo without their help. Therefore, my argument is that Rusnak failed to live up to it’s customer service promises. Volvo does have a responsibility to forward any feedback they receive on individual Dealers directly to them, and if they add up, Volvo will take measures to review how the Dealer is representing it’s brand, both on quality of work performed and level of customer service. But apparently, there is an agreement of confidentiality between Volvo and it’s Dealers, so unless the Dealer is doing such a poor job that Volvo decides to close it down, it may be hard for us individual customers to know what measures have been taken to ensure tougher standards. Therefore, it will be up to Rusnak/the Dealer to issue a statement on how they plan to enhance their level of Customer Service and Quality of Work. I have let Volvo and Rusnak know that I am waiting for Rusnak to issue an Office Statement to it’s Customer Base on these points.
4. My issues are being addressed. How about yours?: As Bill and I spoke, I told him there were many others out there that feel they are in a similar situation as I am — loyal customers, following service schedules, performing repairs as recommended by the Dealer. However, once they have a serious problem, they don’t feel they are getting the level of support expected. Here is what Bill suggest you do:
If you have a serious mechanical issue you feel needs to be addressed by Volvo, and you are not getting the support from your Dealer:
a) Contact 1-800-458-1552 or email Volvo Customer Care. In your message, mention Bill Casey’s name, and that will be a flag for him to review your case.
b) Send me an email with a summary of your case, and your contact information, and I will personally forward your case to Bill Casey’s direct email address, and he will contact you directly to discuss your issues.
If you have issues with the level of Customer Service or Quality of Work performed at Rusnak, or any other Volvo Dealer:
a) Email your issues and with what Dealer to Volvo Customer Care. You should expect a confirmation email or follow up phone call within 24 hrs, so that you know your voice is being heard. All feedback is being compiled and forwarded to the Dealers. And if one dealer is hitting critical mass, Volvo will review them.
b) Send me an email with the same information, that way I know what Dealer gets what feedback, and I can contact them on your behalf, to ask them to issue an official statement.
More to come.