Warranty not honored
 

I had an issue with a warning message on my 2016 XC60 while it was still under warranty. The following is a correspondence I had going back and forth between myself and Volvo service.

Any suggestions would be greatly appreciated.



Volvo Customer Care

From:
volvo1@mailac.custhelp.com
To:
pjpalmeri1@verizon.net

Thu, Nov 23 at 8:00 AM

image
Rosalie
11/23/2023 08:00 AM
Hello Philip,

We are unable to review this matter any further.

Med vänliga hälsningar!

Yours Sincerely,

Rosalie
320-685-0373
Volvo Specialist | Customer Care

Philip Palmeri
11/23/2023 12:19 AM
Rosalie,

I don't understand this response.
Are you saying it is being reviewed again by upper management which may result in a more favorable decision for me or it has reached a dead end ?



kind regards,
Phil Palmeri


-------- Original message --------
Rosalie
11/22/2023 04:53 PM
Hello Philip,

Per our process and procedure all of your concerns were documented and forwarded to Volvo Management for further review and consideration.
We understand that you are unhappy with the response you have received from Volvo. It is not our intention to portray an unfriendly or anti-customer attitude, but only to convey Volvo's position. We are unable to review this matter any further.

We understand that your experience is not to your expectation and apologize for any inconvenience.

Med vänliga hälsningar!

Yours Sincerely,

Rosalie
320-685-0373
Volvo Specialist | Customer Care

Philip Palmeri
11/21/2023 12:12 PM
Hello Rosalie,

I am disappointed in your response.
I don't believe you captured the full content of our discussion on the phone.

Let me explain.

On March 18, 2021 while the vehicle was still under warranty,
I had the vehicle serviced for the issue of the security warning message on the instrument panel.( picture supplied below)
The tech did his limited diagnostic test and concluded there was no DTC, Message in DIM at that time.
See attached invoice from the service call.

During the next several service appointments for
1/13/22 Battery, oil change, Wipers $601
7/21/22 New Modem $577
11/16/22 Recall A10163
1/5/23 New front brakes, visors $843
3/16/23 Oil change $170
4/7/23 New Rear brakes $1,014

I also asked Volvo Service about the warning message that kept showing up during each of these subsequent service calls.
They said they had no explanation for it and had no idea how to remedy it.

Then on November 13. 2023 during another service visit to replace one of the already replaced visors,
I again asked about the Security warning message.

During this visit, I was told the cause is some Circuit Board that needs to be replaced for $800.

My contention is that since this issue was first identified while the vehicle WAS under warranty.
and that it took the service department 2.5 years to properly diagnose the cause,
the repair should be made under the original warranty claim and I should not be charged for the repair.

I have owned Volvos(3 purchased new) since 2000. I have always had my service performed at Volvo for thousands of dollars in cost.

Please re-review this with your management team now that you have all of the facts surrounding this issue.

Thank you.


Kind Regards,
Phil Palmeri


On Friday, November 17, 2023 at 08:12:54 AM EST, Volvo Customer Care <volvo1@mailac.custhelp.com> wrote:


Rosalie
11/17/2023 08:12 AM
Hello Philip,

Your request was reviewed by Management.
As much as we truly desire to resolve all of our customer's requests to their satisfaction, it is not possible to meet every expectation. We regret that in this instance; due to the age of the vehicle good will was not given on the alarm, and trim items are out of warranty.

We understand that our response is not to your satisfaction and for that we do apologize.

Med vänliga hälsningar!

Yours Sincerely,

Rosalie
Volvo Specialist | Customer Care

Philip Palmeri
11/14/2023 08:07 AM
Thank you Rosalie.

Here is a photo of the message I receive.





kind regards,
Phil Palmeri


-------- Original message --------
Rosalie
11/13/2023 05:05 PM
Hello Philip,

Thank you for contacting Volvo.

We are sorry to hear of your concern and apologize for your experience. We have opened a case for review on your behalf; we will follow up with you as soon as we receive a response.

Your reference number is 231113-000753.

Med vänliga hälsningar!

Yours Sincerely,

Rosalie
Volvo Specialist | Customer Care

image image image image
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That's pretty crap. But then I can see why they might do it, it's now 2.5yrs (or more?) out of warranty ... from the point of view of the person looking at what you've claimed, they might not know whether you're lying about having asked about that error light every time you got a service.

I don't suppose there's any proof you asked, it's not on any of the service paperwork is it?

I think it's worth persevering, it was a different time to now admittedly BUT Subaru Australia paid for new heads & pistons to be fitted to a year-out-of-warranty 1992 Legacy of mine (well they paid for all but the labour - cost came back the same as the 100k-km service I needed to give it at the time). And I wasn't even the first owner of that.

Is 'investigate security message' on all or some of the invoices for the work carried on from 2021-2023 ? Do any of the invoices say 'no fault found' or other evidence ? Was it the same dealer every time?

It's about evidence.

You need some proof that the fault was there and looked at while still under warranty

The original invoice from March 18, 2021 shows that they checked out the issue and did not have a solution for it. None of the other invoices between 3/18/21 showed that they looked at it again even though I requested them to look at it. They did and said no solution yet but did not put on invoice. Then on November 13. 2023 during another service visit I asked them to look at it again, and that is when they told me about a new $800 circuit board to fix it. They did put that on the invoice.
This was all at the same dealer that I have always used.

Whilst from a moral point of view I might agree that there is some obligation on Volvo and/or the dealership to do something towards this situation the lack of any mention between March 21 and November 23 on the paperwork may weaken the case.
But either way it might be worth noting that pjpalmeri also appears to be in the USA and their approach to liability and warranties may be different to the UK where most members of this forum are from.

Exactly this^^^^^

Our dealings in Portugal are completely different to similar scenarios in the UK.