Javier V

An outrageous customer service.

To start with, I bought a brand new 2019 Volvo S60 T5 R-Design that was delivered in the morning of 25th October by a staff member of Clive Brook Volvo Bradford. This member told me that he hit a lamppost just in my front door (I guess he wasn’t using the camera or the rear PAS to reverse) so there was a scuff in the rear bumper (see picture 1). He said that his manager from Clive Brook Bradford will call me that morning (he said “about 10” o’clock) to arrange the repair of the bumper. After 13.00 and without receiving any phone call or message in my phone, I texted him and he said he would speak with his manager in the branch as he was a few minutes away. Again, after an hour, I had to phone the branch to speak with that manager. The manager in Clive Brook whose name was Neil, told me he would phone me on Monday to send an expert and have a look at the car rear bumper. Throughout the week commencing 28th October, I phoned (as he didn’t phone me not even once) about 7 or 8 times and only once I was able to speak with him on Wednesday; he said he will contact me again two days later for next arrangements what he didn’t do. The week after I was still waiting for the phone call so after another 12 phone calls to the branch telephone and a mobile number, on Friday I was able to speak with another “manager” (that is what I was told) who said I will get a courtesy car on Tuesday 12th November while a member of the staff will collect my Volvo and take it to the Volvo dealer in my town to exchange the rear bumper for a new one (as I told him the damage was not only in the paint/outer layer and it was a little more deep so after all those days and with that damage, I wanted a new rear bumper as the damage was not my fault). The surprise came up when on Monday I tried to contact that member of the staff or a manager in there, neither one nor the other one knew anything about that Tuesday arrangement (after calling 8 times again). So once more, I spoke with another manager that confirm that either him or another manger would phone in the morning on Tuesday 12th November (that is 18 days after the car got delivered… 18 DAYS!!). To be honest, it has been pathetic to phone (for example) 6 times on the same day asking for a manager or someone to fix the problem. A problem created by a member of this branch; it seems they do not realise that it was not my fault. I bought a brand-new car, obviously without any marks or scuffs. Probably they will not read this but honestly, be very careful when dealing from this dealer. It might be that I was just unlucky but the customer service is being outrageous and this is from a Volvo dealer, a premium car manufacturer with expensive cars. They really need to look into this and find a way because that is not the way to build loyalty from the customers and being a car manufacturer building beautiful cars to fight with German rivals, customer service is a key point to get more and more customers as a beautiful car helps but it is not everything in the premium sector.