[Aditya]

Volvo S90 problems after just 39,000 km

Thanks to Aditya Parakh for sending this information in. Heartfelt gratitude for sharing it with other enthusiasts via this Team-BHP page!

The quality issues related to my Volvo S90 are very displeasing and I am rattled by the kind of response, Volvo has given.

My car was manufactured in November 2016 and registered in October 2017, which means it's 3 years and 2 months old considering the warranty. It must be noted that the warranty available with Volvo cars is the shortest among similar cars. Considering the assurance of Swedish build, I bought this car. Never had I imagined that in just 39,000 km, the leather upholstery on top of the dashboard would start peeling off, the speaker panel would come off, the entire instrument cluster needs to be replaced which costs Rs 3.5 lakh etc.

When I contacted the dealer, I was told that the car was out of warranty (which is merely 2 years for a Rs. 70 lakh car!!!) and the entire instrument cluster (which costs Rs. 3.5 lakh) needed to be replaced. Their reasoning suggests that it could be due to multiple external factors such as heat and cleaning solvent. This reasoning only suits their interests. In my opinion if Volvo cars cannot bear the Indian heat, they don't have the right to sell here.

My car recently went for its 4th scheduled service. The service advisor had seen this issue then, but didn't notify me of the problem. It was only after a week that I noticed and complained. He acknowledged that he had forgotten to notify me. It makes me doubt the credibility of the service centre and think that there could have been some wrongdoing during the service of the car.

I, as well as my friends and family have owned cars from German brands before for more than 5 years and have never heard of such an issue. Based on my initial experience with Volvo, I even suggested the brand to two of my close friends who bought XC60s from Raipur. But these issues have made me rethink about the credibility of the Volvo brand and its product quality. I have requested them to take a look and change these parts as a quality concern rather than a warranty concern as it's not covered.

The dealer has offered me a 50% discount as a goodwill gesture which is unacceptable and further suggests covering up their defects. Also, it is regrettable that the dealer kept repeating that even though the car wasn't bought from Volvo's franchisee in Raipur, he is giving me an option of a 50% discount because I am a valuable customer. These back and forth discussions have been going on for a month.

I tried contacting the senior management of the company including Jyoti Malhotra - Director (sales and marketing), Kalpit Shishodia - Head of Customer Service as well as Charles Frump - Volvo India head through LinkedIn, but I have not yet received any response from them. Instead, I have been blocked from sending any messages.

[GTO]

Sucks. All the luxury cars suffer issues from time to time. My C220 had more than its share of problems in the cabin & out. The difference was that Mercedes stepped up & replaced things without question, sometimes even after the warranty period was over (goodwill warranty). Ditto with the 5-Series whose door handles (inside the cabin) were replaced without a fuss as they had gone bad (some weird discolouring & peeling). My sunvisor's mirror was cracked and I couldn't figure out how the hell anyone could break it. BMW agreed and replaced that under warranty as they thought its more of a manufacturing defect than a user issue. Problems are there in all these marques, what keeps customers calm is how the company + dealer respond to them.

Volvo, this isn't the way to treat a premium car customer, especially when he makes so many attempts to reach you. Talk to him and sort the matter out. Ignoring / blocking his messages is just so sad. Would he ever return to the Volvo family? Fat chance.

That said, Aditya Parakh should have opted for the extended warranty offered by Volvo. It's a no-brainer decision with luxury cars.

[Turbanator]

Most extended warranties won’t cover leather trims unless there’s something major. Sunlight seems to be the reason here.

BMW used to be generous before, but off late they too have been rejecting most cosmetic claims citing wear and tear. Though in such extreme cases, they would have supported.

Without a valid warranty, options with owner are limited.

Social media does help and we hope Volvo takes note of this thread and offer an acceptable solution to the customer.

[McLaren Rulez]

Also, it is regrettable that the dealer kept repeating that even though the car wasn't bought from Volvo's franchisee in Raipur, he is giving me an option of a 50% discount because I am a valuable customer

Idiot dealer, even more idiotic of the company to leave the customer in such a dealer's hands instead of a proper response.

And if the car can't handle being parked out in the sun, that says a lot about Volvo's approach towards quality and durability.

[tazmaan]

That is very sad. Instrument cluster going dead is a very serious problem. The dashboard leather does not look like OEM job but like a road side vendor job. But even a road side vendor would fix it without cost and here a company like Volvo is shrugging it off.

These are serious problems and I only feel sorry for the owner. Volvo with this quality has a tough road ahead, not that they are selling much. I also feel premium or any other brand extended warranty is a no-brainer and here the owner has made a huge mistake by not opting for it. (Assuming it was a option).

Finally cannot help but make the Chinese connection with this quality.

[Cavityavenger]

Fully sympathetic to the OP's situation!

The conditions surrounding the car usually determine the condition of the paint, trim, upholstery more than the KM's used. 5 years of direct sunlight and extreme weather without being garaged can be detrimental to a car.

An extended warranty is a must for any luxury car. Good luck with your ordeal, keep us posted.

[Hayek]

Agree with all those who say that when you buy a luxury car, an extended warranty is a must. Though whether the warranty would cover heat damage is debatable, you would at least have had a case to argue for a free replacement. In this case, even if it is a genuine manufacturing defect, you have a very weak
case more than 1 year after the warranty expired.

With regard to heat damage, if you park your car outdoors, you should keep the window open by a small amount - to prevent the car from getting excessively hot. Not sure where the car owner is from, but we should remember that when it is 45 degrees in the shade, it is probably 60 degrees in the sun - and a closed car interior can get heated to a crazy temperature. Don’t see how Volvo is in the wrong here:

[Turbohead]

Originally Posted by Hayek

With regard to heat damage, if you park your car outdoors, you should keep the window open by a small amount - to prevent the car from getting excessively hot. Not sure where the car owner is from, but we should remember that when it is 45 degrees in the shade, it is probably 60 degrees in the sun - and a closed car interior can get heated to a crazy temperature. Don’t see how Volvo is in the wrong here:

Sorry, but that's a weak argument! So in that case, isn't it safe to say that cars are not meant to be driven and used in hot places like the Middle East? How the hell are you supposed to keep the windows slightly open in such places when there's a risk of a dust storm? Manufacturers are meant to consider everyday factors while designing stuff.
I believe this is completely Volvo's fault that they didn't use the right glue for our region.

[el lobo 6061]

All the issues shared by owner are manufacturing defect wherein country of use QC test haven't been done properly. Sweden is cold country but Volvo should do proper testing of their cars when selling in hot climate country.

Volvo as a brand which is trying to grow its market share in India and gives such poor customer support is very unpleasant.

As per Volvo India website, the warranty is only 2 years and no mention of extended warranty. If there is no extended warranty available, I wouldn't buy such a car.

BMW gives 6 years Extended Warranty.

Do keep posted how Volvo finally solves this.

[androdev]

The problem with such threads is that we are rarely given details of both sides of the story and people tend to bash the manufacturer/dealer.

Volvo car interiors are better finished than the competition. Most entry level Mercedes and BMW cars come with tough as nails artificial leather. You rarely see leather finished dash, nappa leather etc in other brands in India. The downside is that these cars can't be used in rough and tough manner and require TLC. Buyer should know how to care for things like Nappa leather, leather dash interiors, etc.

It's possible it's a genuine manufacturing defect but it's also likely that the car lacked TLC. Don't buy such cars if the intended usage warrants a car that can take some abuse.

[sirjokhi]

Should have gone for the extended warranty. My skoda octavia is under warranty and the ac trim is peeling off. Same reply is what I got from the company. Heat and chemical solvents were the culprit. I park my car under shade and never used any chemical. But I would have expected better from Volvo. Without warranty, I doubt he can get more than 50% discount. Please update this thread as I own two volvos.

[Hayek]

Originally Posted by Turbohead

So in that case, isn't it safe to say that cars are not meant to be driven and used in hot places like the Middle East? How the hell are you supposed to keep the windows slightly open in such places when there's a risk of a dust storm? Manufacturers are meant to consider everyday factors while designing stuff.

Disagree completely. No one is saying it cannot be used there - just that the leather may wear out and have to be replaced at a cost. Or you live with worn out interiors. People don’t design luxury cars to survive floods or dust storms or tornadoes. Frankly, even rough and tough SUVs may suffer interior damage in extreme conditions. Bashing manufacturers because a car does not stay pristine after 3+ years is ridiculous. And cribbing that a company has only a 2 year warranty when you knew that while buying a car (or refused to pay extra for an extended warranty) is ridiculous as well.

[McLaren Rulez]

Originally Posted by Hayek

Disagree completely. No one is saying it cannot be used there - just that the leather may wear out and have to be replaced at a cost. Or you live with worn out interiors.

Not sure I buy this line of thinking. You can baby the car and it will last longer but interior material should never wear out this fast, even if exposed to heat. Moreover, I can't see how the user is to blame here because all the parts that were damaged (instrument cluster, leather on dash, speaker panel) can't really be "misused".

[Kosfactor]

If we read the OP, it's not just the leather.

The leather has started to peel off, the Speaker grills have come off and the IP has stopped working in a relatively short time. How many times have we seen this in cars costing as much as a Volvo S90?

Volvo cars is perhaps not the brand that it once was, their cars are FWD based vehicles with platform and engines shared with several Chinese brands. Their biggest market as well is China, their second biggest market is USA and not surprisingly Volvo is at the bottom of vehicle dependability (Problems per 100 vehicles).

[giri1.8]

Have always had a soft corner for the Volvo brand, but recent news of Chennai showroom shutting down and this QC might change my mind.