Terrible Service at Volvo

Good day

My name is Revona Thomas, I am writing this letter on behalf of my Dad Mr Fazel Variawa.

My Dad bought 2 vehicles an S40 & C30 from Auto Baltic Rustenburg a few years ago. He stay in Lichtenburg and the selling and servicing dealer was Auto Baltic Rustenburg.

He had a problem with the central locking of the C30 Reg: HXB328NW chassis: YVIMK6759D*** which was reported when the vehicle was at the mentioned dealer on the 60 000 km service in July 2016.

Feedback was given by the dealer that the fault is intermittend, that they check and diagnose and could not pick up any fault on the central locking. Since then it always give intermittend problems. On the last service done this year 26\10\2020 mileage 95128km, it was reported again to check the central locking. Which they could fault now and gave my Dad a quote of R 9476. 00 to replace lockset and program vehicle\keys.

My Dad express his disappointment in this regard and asked them to assist as this was reported before and he is a loyal customer. Nelius Botha the Service Manager send my Dad an e-mail stating that it is too late to assist on Goodwill and dealer is also not going to assist, as it was only reported once that the central locking is faulty and that the vehicle is out of its warranty period.

Service managers has also been changed at the Dealer and my Dad dont know Nelius Botha. He dealed with the previous Service Manager and he knew about the central locking on the vehicle which give problems.

What we dont understand is that my Dad bought 2 vehicles from the Dealer, Volvo itself is high quality vehicles and have high standards. Why is it that when such a problem arrise, they expect the client to pay for the repairs, even though it was reported before when the vehicle was still under warranty? Why is that the Service Manager dont go further and ask for assistance at Volvo SA? Just an e-mail is send it left like that?

Why is it so easy to sell vehicles to clients, but when a problem arrise in the after sales department, no one wants to take responsibility and assist the client in this regard?

My Dad love the Volvo brand and have driven other brands as well, but he wants to stay with Volvo and are also looking into buying a hybrid vehicle.

As dedicated and loyal clients, we feel very unhappy about the outcome of this issue and that Auto Baltic Rustenburg does not want to assist in any way whatsoever. We request that Volvo SA would please look into this matter with the dealer and assist on the repairs of the central locking.

The same letter was send to Volvo SA, its been 2 weeks no response Ronel Joubert from customer care said she will get back to us, still not. The service from Volvo sucks!!

Revona Thomas ***) for Mr Fazel Variawa ***)

case number ***5