Stefan Grankvist

Hade bokat tid för ett garantiärende. Nyckeln (den s.k. key-foben) till min Volvo fungerar inte som den ska. Har hänt minst 5 ggr att den inte gör det. Bilen är ny, har garanti. Felet verkar laga sig tillfälligt på natten (mjukvarureset i …

Had booked an appointment for a warranty case. The key (the so-called key fob) for my Volvo is not working properly. It has happened at least 5 times that it does not. The car is new, under warranty. The error seems to be fixed temporarily at night (software reset in the car I guess). If there is one function you want to always work in a practically new car (6 months old) with warranty, it is locking, unlocking and starting the car. Flawless, every time, it is basic and obvious, right? When I got to Bilia in Lerum, the key worked again, but it is still a problem and a warranty case as I see it. I said that I wanted them to investigate the problem, e.g. if the car has error codes or if the software in the key fob needs to be updated, which many people on the internet claim. The workshop technician then tells me: 1. They can't determine what software version the key has (it's not my problem) 2. If the car doesn't show any fault codes, I have to pay for the investigation, then it's not covered by warranty (sort of like the fault doesn't exist then, that it's my fault that there is no fault code). They claimed that Volvo doesn't pay for the investigation in these situations. I tried to explain that this is a well-known problem with this car model, you can see that in FB groups online, for example. Volvo is definitely aware of the fault. I asked the technician to contact Volvo to ask if it could be investigated free of charge. The technician didn't want to do that. The technician repeated the same thing over and over again without adding anything new, i.e. that without fault codes I have to pay. Claimed that I interrupted him, but if someone just says the same thing over and over again, it becomes a bit pointless to listen to him over and over again. Repeating something doesn't make it any more logical if there is no logic in the answer. After the visit (which didn't feel customer-friendly at all), I called Volvo support myself with the "button in the ceiling". They listened kindly to what I described, I got the impression that they knew the problem well. They would investigate the matter, contact the appropriate workshop to investigate it under warranty, then let me know by email. I think they will say that I can investigate it free of charge. Here Bilia in Lerum has a lot to learn by listening to the customer. What happened to the concept of "the customer is always right"? Why not ask Volvo if they can investigate it? Edit: Response to Julia's answer below: No thanks, I'll contact a workshop that doesn't fuss with this kind of thing. A workshop that already at the first visit (booked time) listens to the customer right away and at least makes an effort to check with Volvo if the customer has the right to have it investigated free of charge. Edit2. I have now been to Brandt bil in Alingsås where I lease the car. No complaints at all about me having to pay for the troubleshooting. Here they understand that the customer has a problem. They know how to update the software in the keyfob. But it turned out that there was something wrong with the keyfob, it cannot be updated. MSN ordered a new one for me for free. This is how a customer should be treated ☺️