So what's the deal? Volvo is a LUXURY brand, right?
My wife and I purchased a new Volvo XC60 (factory order) and took possession of it in November 2018. Since that time, my wife has noted multiple issues with the vehicle that made her extremely dissatisfied with the vehicle overall, with thoughts of "returning it" or selling it and purchasing something else. Some were small enough to ignore, but some were substantial enough they warranted a real intervention to correct. I advised her to work through Volvo and the dealership - a process that has caught my attention for all the wrong reasons and why I am now involved directly.
THE WINDOWS RATTLE ALL THE TIME
(and can never be fixed!)
The local Volvo dealership (hi Volvo Silver Spring!) failed to fix it TWICE, and actually broke something in the door, which made the window squeal when it was raised or lowered.
It only took SEVERAL WEEKS before they could repair the damage they caused.
- "The noise is considered normal as that is how the vehicle was designed and built. The frameless windows with no guides allows the window to have play. There is no way to repair that without changing the design of the vehicle." -- Volvo Cars Silver Spring
- "The regional manager has reviewed your case. After discussions with Volvo engineers the window rattle in the door when half opened is a normal operating condition of the vehicle. It is not necessary to bring the vehicle back in for re-inspection as it is how the vehicle works." -- Volvo Cars USA (Headquarters)
- "Matthew we understand we have not met your expectations and apologize for that." -- Volvo Cars USA (Headquarters)
Of particular note: No vehicle my wife or I have ever owned had windows that rattle. The cheapest vehicle I've ever owned was a 1986 Buick Regal with hand-cranked windows. I purchased it for less than $2,000. Currently, this Volvo is the MOST expensive vehicle I've ever purchased, and it - in less than a year - has more problems than any other vehicle we've owned.
The moonroof CLEARLY LEAKS
They told us there are several places nearby that we can pay to have the upholstery cleaned ...
"We can't find any issues with the water drainage so there is no way to warranty that. For that, there could have been a blockage in the sunroof channel that freed up somehow but that's not considered a warranty item. We water tested the vehicle multiple times and didn't see any issues with the water spilling over the sunroof tray." -- Volvo Cars Silver Spring
ALL the INFOTAINMENT you want, just several button-presses away from the next station
Once, twice, three times a lady or more button-presses are required to change the radio station.
"When will this be fixed??" - Me "[Silently ignoring the question]" -- Volvo Cars USA (Headquarters)
Eventually Volvo stated a fix to the KNOWN PROBLEMS could be available several months from now (November 2019 - maybe)
What broke first?? The VISOR!
That single thing that should last forever
With normal use (you know, closing and opening it once in a while), the visor managed to physically snap off where it connects to the car.
Yes - that stupid part, where it snaps-into the holder on the roof. Amusingly, near the stain caused by the leaking moonroof.
Volvo doesn't care about their customers
Months of communicating - over 5,000 words written in email - hours spent on the phone. Let's break it down ...
What to expect from Volvo after you purchase a defective vehicle
(HINT: It isn't good customer service or a luxury experience)
EXTREMELY long delays in communicating.
When you finally get someone to talk to you, they say, "I don't get it, what do you want?" -- I literally put it in writing - in the email you are finally replying to. I want my windows and roof fixed!!
Shoddy repair work that makes the problem(s) worse
"OK, we tried a fix, let us know how it works." -- Oh, you broke the inside of the door, so now the window rattles AND squeals. At least you were unable to repair the stain on the roof too.
Sadness and defeat
Originally excited about a great new vehicle? Get ready for sadness instead! Volvo sure isn't going to make it right, but they will make it hard.
Vehicle shopping - AGAIN
Time to start looking for a new vehicle. Audi, BMW, Acura, Lexus, Mercedes, Infinity - here we come.(Links provided for your convenience below.)
Frequently Asked Questions
To help answer common questions
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Why did you think buying a Volvo was a good idea?
Volvo markets itself effectively as a luxury and quality brand. With that in mind, we test-drove and enjoyed the vehicle - initially.
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How upset has this process made you?
My wife has been in tears about this - due to the frustration, long delays, inept or rude customer service, and the notion of being trapped owning a defective car for a long time.
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What do you tell people when they ask you about Volvo?
We tell them that we would never consider owning a Volvo again. This usually peaks their interest, and they ask more. After we explain that the windows rattle all the time, that pretty much makes clear what to expect. We have actually already convinced several prospective buyers NOT to purchase a Volvo.