Poor Amy is having trouble with her VW. Amy, email me and we can share war-stories. Thanks for the mention, Ben Popken.
Archive for the 'Action' Category
Breaking News: Update from Volvo
Published November 24, 2009 Action , Customer Service , Phone Conversation , Rusnak , Volvo North America 14 Comments
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.
Is there a pattern? — I need Volvo facts!
Published November 23, 2009 Action , Customer Service , Rusnak 14 CommentsI am starting to feel uneasy about all the similar stories I hear from you. People are coming from all sides telling me they have had similar or repeating problems at local dealers, that seem out of the ordinary. Is there something larger here than just a series of lemons breaking down at random? Is there a pattern in this? I’ve decided (after suggestions from an Auditor friend of mine) to go all Erin Brockovich on y’all and start compiling facts and figures in a spreadsheet, to see if I can find patterns in breakdowns, repairs, and warranty covers. I need facts starting with all you Volvo owners. Facts you can back up with service records (easily obtained from the dealer) or receipts.
Send me:
1. Year
2. Make
3. Model
4. Where you bought your Volvo
5. What major mechanical issues you have had
6. What mechanic found it (dealer or independent)
7. At what date & milage
8. What action was taken
9. If you were covered under warranty
10. Where you had the car repaired
If you had repeated problems, I definitely want to hear about it.
Letter to Volvo
Published November 19, 2009 Action , Customer Service , Volvo North America 4 Comments
The contact form on Volvo's website
——
I’ve been following Freya Svensson’s saga with her Volvo:
http://www.facebook.com/profile.php?id=100000410323112
https://rusmackedvolvo.com/
I know this person and know her character to be of a very high ethical standard. Her credibility is quite high. Therefore, I find it hard to believe that a respected company like Volvo would not stand behind its products.
Volvo and its local dealer in Pasadena, CA (Rusnak) is getting quite a black eye over this. Freya’s following is growing. Do the math. The costs you’re saving by not standing behind your product is now being outweighed by the loss of potential customers. I didn’t have anything against Volvo cars before this, but now, I wouldn’t go near a Volvo.
In the days of social media, if a company doesn’t provide quality service and stand behind its products, people find out about it. I would encourage Volvo of North America to step up and do the right thing. Take care of Freya’s Volvo problem and reverse the tide of your bad image in the Los Angeles area. It can only get worse by ignoring it and treating customers poorly.
Thanks for listening.
——
Thank YOU, Tad!
Freya's card on a windshield
As I went on Facebook and invited Doug Speck, the President of Volvo North America to become my friend, I noticed he only has 24 friends. One of my FB friends suggested I offer him a trade: I could help him get more friends (I already have 127 after little over 1 week) in return for him pulling some strings to get my car fixed. I think that sounds reasonable. Therefore, I would love for all of you to send a Friend Request to Doug Speck on Facebook, and let him know Freya Svensson sent you.
RusmackedVolvo 