XC90: Computer Says "No"

[gm77]

Hi All

I've just joined this forum to seek some advice. I acquired an XC90 one year ago which was an ex Volvo UK management car. The car is now suffering corrosion on all four alloys. As a 2 year old car I assumed it would be covered by warranty. Volvo UK have advised that as the corrosion is near the wheel nut holes, it could have been caused by the wheels being removed and refitted and therefore the claim was not valid. As its still on its original tyre bar one, and only done 13k miles, I can't see why the wheels would have required removal. I have tried to provide this information to Volvo UK to ask them to reconsider the claim, but they aren't interested. Instead, they have referred me to Motor Ombudsman.

This strikes me as shocking customer service. Has anyone had the same experience? Any tips on how to resolve?

The wheels are diamond cut so I know refurbishing them is not straight-forward, hence I'm keen to get it done properly through correct Volvo channels.

Thanks in advance

Greg

[Polestar Pete]

Wheels get removed to service the brakes as well...

If you've had the car serviced by approved dealers, then you might have some cause to complain. However, if you've had the car serviced by an independent, you might not be in luck.

[gm77]

Thanks Pete. I agree.

The car has only had two services though and the pads and discs are original - the car has only done 13k miles. All services were with approved Volvo dealers.

I've now contacted Volvo's Global Customer Relations Team to see what happens and am raising the matter with the Motor Ombudsman at the same time.

It was the utter contempt that the UK Customer Relations team treated me with when I phoned to provide further information relevant for my claim. They just didn't care.

Greg

[Clan]

Originally Posted by gm77

Hi All

I've just joined this forum to seek some advice. I acquired an XC90 one year ago which was an ex Volvo UK management car. The car is now suffering corrosion on all four alloys. As a 2 year old car I assumed it would be covered by warranty. Volvo UK have advised that as the corrosion is near the wheel nut holes, it could have been caused by the wheels being removed and refitted and therefore the claim was not valid. As its still on its original tyre bar one, and only done 13k miles, I can't see why the wheels would have required removal. I have tried to provide this information to Volvo UK to ask them to reconsider the claim, but they aren't interested. Instead, they have referred me to Motor Ombudsman.

This strikes me as shocking customer service. Has anyone had the same experience? Any tips on how to resolve?

The wheels are diamond cut so I know refurbishing them is not straight-forward, hence I'm keen to get it done properly through correct Volvo channels.

Thanks in advance

Greg

There is no mention of your dealer here ... Your first point of contact should have been through them not Volvo directly ...who will then deal with volvo on your behalf through a technical bulletin .. Im sure they would have pointed that out .

Corrosion isn't a common issue , there is always a cause and that is what people are going to have to find out . Are they the wheels the car left the factory with , were they changed before you bought the car? serial numbers should be checked . Hopefully you have the standard locking wheel bolts fitted.

[gm77]

Originally Posted by Clan

There is no mention of your dealer here ... Your first point of contact should have been through them not Volvo directly ...who will then deal with volvo on your behalf through a technical bulletin .. Im sure they would have pointed that out .

Corrosion isn't a common issue , there is always a cause and that is what people are going to have to find out . Are they the wheels the car left the factory with , were they changed before you bought the car? serial numbers should be checked . Hopefully you have the standard locking wheel bolts fitted.

Thank you, all valid points.

First contact was with the local Volvo dealer who most recently serviced the car and who submitted the claim. Volvo UK declined the claim and the dealer then recommended I speak to Customer Relations direct as the dealer had done all they could do.

The wheels are the same as the ones it left the factory with; the car is standard in every way. I haven't checked the serial numbers but I have seen similar cars to mine on the road with exactly the same wheels so I have no reason to believe they have ever been replaced.

I agree on the corrosion point. The wheels are diamond cut ones which I know are often prone to corrosion if the lacquer didn't adhere fully to the highly polished surface when applied. I feel however that if that is the cause it should constitute a manufacturing fault and be covered by warranty, and was somewhat disappointed that Volvo UK are trying to 'fog-me-off' with a spurious claim that I 'may' have damaged the wheels had I removed them with no reference to any event that would have caused me to remove the wheels.

Greg

[ThomasG]

Is it true what am I seeing?

Changing wheels outside of main dealer invalidates warranty?
So if I get a puncture..

**** them.

I'm not buying any new car.

[gm77]

Originally Posted by ThomasG

Is it true what am I seeing?

Changing wheels outside of main dealer invalidates warranty?
So if I get a puncture..

**** them.

I'm not buying any new car.

If my experience is anything to go buy, that does appear to be the case but with one clarification. It doesn't matter if its an independent or a Volvo dealer, nor does it matter if you have removed the wheels or not - wheel corrosion appears not to be covered by warranty as they will assume you have damaged them some how...

[TeamG]

Originally Posted by ThomasG

Is it true what am I seeing?

Changing wheels outside of main dealer invalidates warranty?
So if I get a puncture..

**** them.

I'm not buying any new car.

+1 for that. I also won’t buy any car with 19” wheels or a profile of 45 or lower. I won’t buy (another) car with diamond cut alloys. Or an ERAD system, or speed limiter at 112mph.

[TeamG]

….forgot some.

With a can of spunk and a compressor rather than a spare.

Without a proper physical oil level dipstick.