Should I trust the dealership? My transmission dilemma.

scottymac · Post by **scottymac** » 10 Jun 2010, 12:57

Hi all.

I've been "lurking" and learning here for a few weeks now, since acquiring a 2002 XC70 (nautic blue with 140K miles). This site has been very helpful with the few issues I've been presented with and my thanks goes out to all who contribute here. Having said that, I've not been able to find out anything on here about the service department at my closest Volvo dealership: Clayton Volvo in Knoxville (TN). Can anyone chime in about their experiences there or any particular contact to work through.

I ask because of the dilemma I find myself in. Please bear with me: When I got my XC a few weeks ago I knew that it, like so many, had transmission issues but was otherwise in very good condition. I didn't run Carfax at the time of purchase because the price was right, the vehicle was in very good condtion, and I consider myself a fairly competant mechanic. To address the transmission issues I proceeded to take the advice of many here and change the transmission fluid (it was filthy), change the B4 servo cover (mine was the original design and the washer was loose), and then have the software updated at my local Volvo dealer.

When I took it to Clayton Volvo in Knoxville I asked the service advisor if the vehicle had ever been at that dealership before and she said only one time as a pre-sale inspection but that it had no open recalls. I was told that the they had no way of knowing what software I had without checking, for a one hour minimum, and that if it did need an update it would be another $40 to $90. I requested that they proceed and waited while it was checked. I was called to service desk about 45 minutes later and was told that the software was up to date and that the only thing they were willing to do to repair the vehicle was to replace the transmission for $4800. The service advisor said they do not do any valve body work or recommend replacing the servo cover as a solution. I left somewhat disappointed as the work I had done up to that point had made a tremendous improvement in the trannies performance and felt like the software would have taken care of the remaining issues ("bump" when downshifting from 3rd to 2nd, and occasional 2 - 3 flair upon rapid pedal press).

Now fast forward to today when, out of curiosity more than anything, I pay for a one-time Carfax on my vehicle and find out something really interesting: Clayton Volvo has serviced it 10 times in the last 4 years and actually had it for sale from 11/09 until 4/10, at which point they sent it to auction. I purchased it from a small car lot in May. With this new info I called moments ago and spoke to the same service advisor who I delt with a few weeks ago. I reminded her of why I was there previously and confronted her with what I had learned. She could offer no explanation other than "maybe I was one of a few who, back in November, had thier service history accidentally deleted". When I asked if they would be willing to load software, regardless of what rev I'm currently at, and perform the adaptation procedure, she reluctantly agreed to schedule it. Right now I'm supposed to have it there next Wednsday. Should I trust them to do it and, if not, what to do?

Post by **JRL** » 10 Jun 2010, 13:12

Should you "trust them, probably not
Should you have the software updated, probably not.
If they said it has the latest, it probably does and the car will not accept a reload.

That being said, who knows what will happen if they try!
One of two things, the car will accept it or it won't.

scottymac · Post by **scottymac** » 10 Jun 2010, 13:21

You are correct. I was told by the advisor that if the rev was up to date the car would not accept a reload. As I pointed out to her, and correct me if I'm wrong, if the software is up to date, the adaptation values can still be set to 0 and the re-learn procedure performed. This should allow the computer to recognize any significant changes. From what I've read the latest rev came out 12/23/09. That would mean that it had the adaptation run with a bad B4 cover and filthy transmission fluid, both of which have been remedied.

Post by **matthew1** » 10 Jun 2010, 13:23

I can't offer specifics like JRL can, but generally:

Like with any customer service issue, be firm but polite. If you're not getting what you want, ask to move up to the next higher up manager.

As a last resort, threaten to relate this whole tale to the local Better Business Bureau, and "Volvo forums" and "Yelp" and other online resources like MVS. These are becoming more and more important for businesses' referrals, and a business these days has to be pretty hard-headed to sacrifice online reputation for saving a few service tech's minutes to diagnose your problem.

Also, take notes. Dates, times, names and what they said.

Post by **JRL** » 10 Jun 2010, 15:41

When anything is done to a transmission
Software install
Flush
B4 replacement, etc.
the adaptions should be reset and the drive cycle performed

volvoCLE · Post by **volvoCLE** » 10 Jun 2010, 17:42

Why not prepare a formal complaint regarding the incident and send one, certified mail, to the dealership's General Manager, then a copy to the Volvo USA regional office. You would only be helping Volvo- trust is important when selecting a car for purchase, or when selecting a dealer to service your car. Remember, it does not matter how old your car is, or how many miles it has. The dealership should do everything they can to make you feel welcome, to make you comfortable with your service experience. It appears that you were lied to, and I would call them out on this one!!! They should look at you as a Volvo owner (used) who may eventually become a Volvo owner (new!) Good luck!

scottymac · Post by **scottymac** » 10 Jun 2010, 18:48

Thanks for the feedback folks. I'm trying hard to "keep my eye on the prize" here and just get the adaptation done. I wish I knew of an indie in the area that had VADIS. I guess I'll give Clayton another chance with the understanding that I am an "informed consumer" that is not intimidated by technospeak. I'll see if there is an attitude change or if this is just an inherent way of doing business for this dealership. If so, then I'll walk before letting them do anything else. volvoVLE makes a good point seeing as my wife loves the car and has been considering buying new in the next few years. We both love the idea of the OSD program. When the only Volvo dealership in a hundred+ miles can't be trusted, then that's out.

Post by **JRL** » 10 Jun 2010, 20:08

Your car is not Nautical blue, it's NAUTIC BLUE
(No such a color as nauticaL blue)

850 Turbo1 · Post by **850 Turbo1** » 10 Jun 2010, 21:44

JRL wrote:Your car is not Nautical blue, it's NAUTIC BLUE
(No such a color as nauticaL blue)

I vote for Nautical Blue

..it sounds nicer

...jokes aside

..JRL

...as always

..is right

!

scottymac · Post by **scottymac** » 11 Jun 2010, 05:46

JRL wrote:Your car is not Nautical blue, it's NAUTIC BLUE
(No such a color as nauticaL blue)

Now on what other forum would one find such helpful folks.

Thanks JRL. See edit for correction. As for the vehicle: My wife has been driving it the last 2 days and when she came home last night she informed me that it just keeps driving better and better. She claimed that it was shifting beautifully and suggested I take it to work today. I did, and I have to agree. Maybe the control modules are slowly adapting to all that I've done to it in the last 3 weeks (tranny flush, B4 cover, ipd turbo control valve, new spark plugs / air filter, ipd engine / tranny mount, both front cv axles, front left hub, MAF sensor cleaning, and timing belt). At any rate, I'll keep my fingers crossed and hopefully I won't even have to worry about the adaptive procedure. It sure is a shame that such a nice vehicle had been neglected to the point that it wound up an a discount car lot. I went throught this with my Saab and it has turned out to be a fantastic car that is very reliable. I'm hopefull that our XC will be the same.