Set up an appointment with this dealer for my mother's 2009 Volvo with an intermittent problem. I go in today, 10:30 AM and let him know all of the things that happen, and I think it was a pretty thorough run-down. Let him know what I had already done to get things working again. He told us they would take a look and let us know if this is something we can fix today or if they would need to keep it overnight. He knows we are from out of town, so we give him our phone number and let him know we will wait in town to hear from him. Also asked him about a part number for a little screw-hole cover in my other car, no big deal, he will get the part number for me.
3.5 hours later, we go back to the dealer and he tells us they haven't looked at the car yet. Well, there was a lunch time in there, no big deal. We tell him we will wait in the lounge. Maybe 20 or 30 minutes later, he finds us to let us know they hooked the car up to the computer to check for an error code, but that there was none. I had already checked that myself, as well as taking the center console side panels and center stack out of the car so that I could check for old spilt coffee and gunked up parts that may be causing the problem. I had not told them I had done that, but I was under the impression that they would be tearing things down to find the problem themselves. I was unable to find anything but I'm not the expert. Basically, he tells us the car isn't broken enough for them to be able to figure out what is wrong with it (intermittent issue).
I still go with the program for now. Says he will bring the car around. I then see him return to my car, verifying the part that I requested information on, and then he comes inside. Says we will have to look it up. Asks me for the VIN number. Maybe this guy's mind is just off today, but I was starting to really get annoyed at this point. I found the VIN number in my insurance app on the phone. Then I ask if there is a manager in that I can speak with. I'm thinking, is this really how the service should go? If it is, hey, maybe it's just the way things go with an intermittent issue. Tyler asks me why I'd like to speak to a manager. Says there isn't one available. I told him the issue I was having in that they didn't even look at the car until after we get back, and all they do is check for diagnostic codes. I asked if they even bothered to check the gear shifter. Also asked about ignition switch, solenoids, things beyond my technical ability that I would have expected them to check. No, they didn't check these things. My mother asks if they checked the battery and his response is "well, they did have to charge it a little bit". Tells me we will need to go to parts department for the part. He didn't even bother to look up the part information while we were gone. I told him, this is bad customer service. My goal is to get Mr Moak on the phone, or Mr Scarbrough.
At this point, I can say I will never deal with these guys again.