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> Volvo Cars Australia Customer Service, Harrowing experience with Volvo Cars Australia
post Jan 30 2020, 06:54 PM
Post #1


Group: Members
Posts: 1
Joined: 30-January 20
Member No.: 249,275
Status: Offline
Location: Australia
Drives: D5 XC90

Quite disappointed with the sub-standard level of customer service meted out by Volvo Australia. This brand is definitely not in the league of Mercedes and BMW's of the world!

My 2018 XC90 breaks down in the middle of the road (system and brake failure) and Volvo Australia puts it down as a maintenance issue even though the vehicle went for scheduled servicing to Volvo Parramatta couple of months ago. Ten days in it and every time I had to call to follow up on any ETA - both Volvo Australia and Volvo Parramatta blame each other for the confusion.

The best treatment, ironically, was dished out by Volvo's Case Manager - Luis Cabrera. It took him one week (yes, one week) after our initial conversation to send out an email with a standard response and that too after calling and leaving messages for him. When asked to escalate the issue, he claimed to be the "highest authority" in the matter. Imagine talking to a Level 1 customer rep who is the be-all and end-all in resolving an issue!

The saga continues with the dealership holding on to my vehicle until I pay for it while there is no one willing to talk to from Volvo Australia.

If this not your classic case of PR failure along with customer harassment then I don't know what else is..
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