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Hosed.

I had to go to Beverly Hills the other day, which is an hour away from my house. I filled the reservoir up with coolant, stowed the leftovers in the back, and got on the road. 10 minutes later the “Low Coolant” light came on again and I landed with a screeching halt at Mezian Motors in Los Angeles. They took me in like a stray dog. After cracking my hood, and doing a quick pressure test, it was painfully clear that my Upper Radiator hose was bust. It was just old and had a large crack in it. The coolant was just pouring out. Luckily they just happened to have an extra hose laying around. 20 minutes & $130 later I was back on the road. Surreal. One would think Rusnak would have replaced the Upper and Lower Radiator Hoses when they replaced the radiator. But what do I know. I’d recommend Mezian in a heartbeat. Good peoples.

Mezian Motors
1015 South La Brea Ave
Los Angeles CA 90019
(323) 937-2568

On a completely different note

Published January 20, 2010 People 2 Comments

Nuisance Freewaya

I started this consumer activism campaign on October 30. The day after that Halloween rolled around, and it was nothing less than obvious that I was going to dress up as the Viking Goddess Freya. I rummaged through the house to find items for my costume — a sheep skin here, a helmet there, some old jewelry from the hay-days of the 80’s (sigh!) from the back of my closet, and a wooden sword from my son’s toy box. However, to complete my outfit I was determined to find a cat, as Freya is known in Norse mythology to ride a chariot pulled by two cats. In a house where my kids’ toys sometime overpower my sanity, I was baffled by the fact that I was unable to locate one single fluffy, cuddly, stuffed cat toy. I ran through the house yelling: “I need a cat! Find me a cat!” No luck. I had to settle for a stuffed Lynx. Whatever.

One week later, I was driving through downtown LA on the 110 freeway, lugging my kids from one early Saturday soccer game to another, when traffic came to a screeching halt. All of a sudden I felt a paralyzing and bone-chilling horror, as I see a tiny little kitten — joyful and oblivious — skipping out from between the tires of a large RV right in front of me. Without really thinking, my motherly instincts kicked in faster than you could say schfifty-five, and I stepped out among the cars and grabbed the kitten with fierce authority and determination. There I was, standing in the middle of traffic (albeit at a stand-still), with a tiny cat in my arms. All I can say is, be careful what you ask for.

As for the kitten, I’d be a bit anxious if I were her. My chariot is planned to return home soon, and that’s when pulling-practice will start.

Debriefing from Volvo (Part 2)

Published December 15, 2009 Customer Service , People , Phone Conversation , Rusnak , Volvo North America 34 Comments
Tags: Bill Casey, Ernie Murillo, Rusnak Auto Group, VCNA, Volvo Cars North America, Yohan Haddad

I just got off the phone with Bill Casey at Volvo Cars North America, who updated me about the findings and recommendation that have transpired from the extensive investigation of my 2001 Volvo XC70:

1) Transmission – There is nothing wrong with my Transmission. (This took me by surprise.) The Field Engineer test drove the car for about an hour and determined that the transmission is, in fact, intact.
2) However, the Valve Body needs to be replaced. This is the cause of the car running uneven.
3) In addition, the Long Block needs to be replaced. This is a result of when the car overheated back in August 2008, resulting in the cylinder head having to be replaced. Apparently the Long Block was damaged as well, but it was not caught. There is no hairline crack in the cylinder head.
4) The Radiator needs to be replaced — it has an external leak. This is what is causing my coolant leak. The Engineer performed a glycol test and determined there was no leaking of coolant into the Transmission. (There is still no sign of external puddles under the car, so we don’t know where the coolant is going.)
5) Also, the Right Axle needs to be replaced. (A new find).
6) And finally the Angle Gear needs to be resealed. (Originally resealed in June 2005.)

The recommendation from Volvo is following:
1) Replace the Long Block – since this was part of an issue when the car was in warranty, Volvo will cover this cost ($7,337.82)
2) Replace the Valve Body – this is also tied to the 2008 incidence and Volvo will cover this as well ($1,247.62)
3) Replace the Radiator. Rusnak will pick up the cost of labor. I will have to pay for the part ($386.66)
4) Reseal the Angle Gear. Again, Rusnak will pick up the cost of labor. I will have to pay for the part ($250.97)
5) Replace the Front Right Axle. Again, Rusnak will pick up the cost of labor. I will have to pay for the part ($409.47)

So to sum it up:
– Volvo will cover repairs worth $8,585.44.
– Rusnak is covering labor (and giving Volvo a deal on the repairs performed “under warranty”).
– I will pay of parts adding up to $1,047.10.

Caveat:
This offer has been agreed to by all levels of Volvo Cars North America (Hi Doug Speck. Nice to hear from you, albeit indirectly!) and Rusnak (Mr. Yohan Haddad included). However, for this to go in effect, Volvo has asked me to sign a legal agreement where I agree to close down RusmackedVolvo and “all communication” regarding this case. Before that happens, I hope I can do a follow-up post with some clear next steps from Volvo Car of North America and Rusnak Auto Group on what systems or measures they plan on putting in place to ensure that the experience I had will not be happening again, to other customers. I’ll keep you updated on my decision on how to go forward.

Debriefing from Volvo (Part 1)

Published December 12, 2009 Customer Service , People , Phone Conversation , Rusnak , Volvo North America 11 Comments
Tags: Bill Casey, Ernie Murillo, Rusnak Volvo, VCNA

My car has now been inspected by Volvo’s field engineer. He spent the entire day yesterday investigating pretty much the entire car from top to bottom, as least the mechanical parts (the scratch on my bumper was probably ignored). The engineer issued a report that he has sent to and discussed with Bill in customer care at Volvo Cars, North America (VCNA). According to Bill, “all my concerns have been validated” — they confirmed the transmission problem, problems in the “engine area” and possibly a leaking radiator that may be the cause of the coolant leak. They also found a few other issues with the car. Bill is now compiling a complete dossier of the 10 year history of my car. He is getting notes, service records and repair orders from the extended warranty company, from the field engineer, and of course from Rusnak Volvo, and I am also sending him the receipts of the two repairs that was performed at Independent, to complete the picture. Bill will then send this complete dossier to the Engineers in Sweden for review. After this dossier has been reviewed Bill will get back to me and get me up to speed on all their findings. I will be getting a copy of the report as well. Bill informed me I am his top priority, and that his company’s mission is to “do the right thing”. (Sounds good to me.) We are scheduled to speak again on Tuesday, when he will give me a complete picture of the issues with my car.

Although Ernie Murillo, the Service Manager at Rusnak Volvo, Pasadena, left me a message stating short and sweet that my car was “ready for pickup”, Volvo made the recommendation that the car stays at Rusnak and that I stay in my rental car until further notice. So, here I am sailing my KIA warrior ship for now, at least until Tuesday.

P.S. Worth noting:
Despite confirmation from Volvo, that I was going to get a rental car as a replacement upon drop-off at Rusnak Volvo on Dec 9, I had to wait for about an hour before Rusnak agreed to cover the cost. They stated they “knew nothing about it”.

Freya on YouTube – Episode 6 – At IKEA

Published December 8, 2009 Customer Service , People , Retail , Video , Volvo North America 3 Comments

In this episode, I am waiting for December 9th, when Volvo’s engineer will come to Pasadena to look at my car & service records. To make the time pass, I go to visit my favorite Customer Greater, Nils, at IKEA.

A Tribute to my Volvo XC70 Heater Hoses

Published November 30, 2009 People , Rusnak 1 Comment

Dear Volvo XC70 Heater Hoses. I just wanted to say Thank You. You were apparently a pair of perfectly working Volvo XC70 heater hoses, despite the service manager at Rusnak Volvo telling us you were worthless and leaking. Thank you for being such hard-working Volvo XC70 heater hoses, and I am so sorry I had Independent yank you out and replaced. Rusnak said you were causing the coolant leak in my car, but they were wrong. You are now gone <sigh>, but the leak is still here. I miss you! Because you deserve a better ending than just being tossed in the trash, I decided to immortalize you and make you into a shiny piece of Golden Art.

With Love, Freya.

Update: Call from Volvo Corporate Office

Published November 21, 2009 Customer Service , People , Phone Conversation , Volvo North America 17 Comments

I just want to let you all know that I received a very pleasant call today from Bill Casey, the Manager of Customer Care at Volvo North America in New Jersey. He let me know that Volvo is committed to working with me, getting to the bottom of the problems with my car, and finding a happy solution. Kudos to Volvo for stepping up to the plate. I look forward to the follow-up call next week. I’ll keep you posted. (P.S. He said he liked the hat.)

Pass the coolant!

Published November 10, 2009 Customer Service , People , Rusnak , Volvo North America 3 Comments

Ooops! It came on again.

Transmission update: The Service Manager at Rusnak went back to the Territorial Manager at Volvo North America last week, to see if they would change their mind about replacing my transmission for no charge. Their answer is still no. Their offer of $1,300 still stands.
Next Steps: Not acceptable. The transmission was faulty from day 1. I will continue campaigning until my transmission is changed without a charge.

Cylinder Head update: I am leaking coolant like a sieve, yet there are no puddles under my car, and the car is running super rough while cold. Independent diagnosed the car as having an internal coolant leak, causing the cylinders to misfire. 3 possible causes: a crack in the cylinder head (replaced 1.5 year ago by Rusnak); the head gasket; or the block is warped. I took the car to Rusnak. They kept it for 3 days. They squeezed and jabbed, tapped and tested. Their conclusion is there is no leak inside the engine (despite Independent finding condensation inside the cylinders when pulling out the spark plugs). They claim the leak is due to a couple of worn out heater hoses in the back of the engine. The running rough is caused by faulty injectors. Suggested repair: $1,560. Two completely different diagnosis. Odd!
Next Step: I’m keeping my bottle of coolant close at all times. I am also taking my car back to Independent to change the heater hoses (for %40 less of a price) to see if that takes care of the coolant leak. If not, it’s back to Rusnak to raise a ruckus!

Calling all friends.

Published November 6, 2009 Action , People , Volvo North America 3 Comments

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.

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