Hi everybody, I am new here so I hope I chose the right way to communicate this issue
I am driving a Volvo V60 2019, with extended warranty (total warranty of 4 years).

However, in december 2020 I had to change the Power Operated Tailgate (POT) parts because it was not closing correctly. On that occasion, the Volvo Service Partner reset my regular Service Interval Status, even though no regular service has been done - just the change of parts for the POT.
Originally, I was due to had my next regular service done by april 2021. But as they reset the Interval Status, no messages was popping up for the regular service, and so I did not schedule one. And now I have to change some parts again relating to gear transimission, but they are refusing to change it under the warranty, because apparently I have not been to regular service on time. When I asked why is it, that the car is still showing me "30 days until service", they said that the Service Interval Status is being reset automatically in any intervention, no matter if this intervention was really a regular service, or just a change of parts that had nothing to do with regular service. And that it is in MY responsibility to keep track of the maintenance due time in the physical service-book (glove compartment). And that it is MY fault for not scheduling on time.
So I have lost the right for extended warranty, which I paid for, because I did not realise that the counter was reset.

Can it be, that this is this stupid? In my logic, the service guy has to confirm on the computer whether the service interval should be reset. I assume, that they hit the CONFIRM button unintentionally, and now are trying to push the responsibility to me.
I am from the Balkans, where everything is possible and people generally tend to mask their mistakes. I am driving luxury cars all my life, and never had I ever had this situation.

Thanks for any feedback and advice.

Boris

 

I am not surprised . My observation is that Volvo is generally reluctant to admit error or faulty design. When a problem cannot be denied, various stratagems will be used to avoid warranty coverage.

 

Should have bought a Lexus.

 

And have said Lexus serviced at a Toyota dealer :-)

 

I am putting my Volvo on sale anyways. But the argument of having 2 more warranty covered years is strong vs not having any.

 

I think the lesson learned here is to keep your own maintenance records. I have the luxury of having several dealers and euro-savvy indy shops within 20 miles and found the shops don't share records. Additionally, I have seen one dealer tech miss where another nailed it with a good explaination. Besides, keeping your own records adds value when you go to sell the car. In terms of repairs, the problem is that new cars rely on factory tools such as VIDA for diagnostics and factory tech training. Its getting more difficult to diagnose your own issues without these tools. So you may be better off chosing a make/model where you can get a choice of shops or one that has a shop with a strong reputation.

 

That's not just a Volvo issue, I've had similar problems with the Hyundai Dealership screwing up the terms of a warranty, and worse issues even with Chevrolet who not only wouldn't honor a perfectly intact warranty, they literally expected me to pay for every recall as well...

 

When a problem cannot be denied, various stratagems will be used to avoid warranty coverage.
Nox Vidmate VLC