I have now purchased two Volvo XC60s from Volvo in Poole. Both times the selling process has been nothing short of outstanding. I also use the dealership for servicing and have never been able to fault them. Unfortunately, yesterday I noticed a fault in my latest XC60 (purchased brand new in December 2021) whereby the car would’t open and the electrics had completely failed. I called Volvo On Call who impressively arrived within 1.5 hours. They diagnosed the car as having an alternator fault and arranged next day collection. I was told that a courtesy car would be arranged as soon as the car had been assessed by the dealership. I did think this was a bit strange as the car wouldn’t get to the dealership until the following day so would inevitably be without a car for at least 24 hours. We have two children and the XC60 is currently our only family car, so we rely on it solely. We also live rurally and are at least 45 minutes away from the nearest big town. Fast forward to today where the car was indeed collected and taken to the Poole dealership, as arranged. I tried calling Volvo On Call and Volvo in Poole to establish whether a courtesy car could be triggered earlier given the circumstances. I was told by Volvo On Call that Enterprise (who provide their courtesy cars) would be in touch with me to arrange a car. I spoke with Nicola at Volvo Poole several times who was very helpful and tried really hard to work out why obtaining a courtesy car was proving so difficult. Enterprise didn’t call, so I called them and I finally got through to Enterprise Trowbridge who advised me that we would have to wait until MONDAY at the earliest for a courtesy car. When I delved a bit deeper, it appeared that a car couldn’t actually be delivered, I would need to be COLLECTED by someone from the Trowbridge branch (a 2-hour round trip) who would the drive me back to the depot for me to collect the courtesy car. I was absolutely disgusted, especially when I was told that a car would be delivered. I work full time and can’t just take time off last-minute. Nicola at Volvo Poole kindly offered us a courtesy car to collect tomorrow, which unfortunately isn’t possible as we just can’t get to Poole (1 hour away). Even if I could get to Poole, I can’t afford the time being a busy working parent. So, here I am, with no car (mine or courtesy) and no prospect of having a courtesy car delivered any time over the weekend or into next week. I am so disappointed that nobody from Volvo Poole’s sales/after sales team has phoned me since yesterday to apologise for inconvenience caused over the last couple of days. They were very good at getting back to me during the sales process, sadly the after sales isn’t as responsive.
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