We recently purchased a new 2022 XC60 after spending over a week driving our daughter's 2020 XC60 and loving it. We bought the car to also haul our bicycles with a bicycle hitch rack and therefore needed a Volvo factory hitch, which the dealership said they could easily install, so we made the purchase. We set the installation appointment for two weeks in the future so the parts would be available for the job, although were informed they already had the parts in stock and "reserved" them under our name to be installed on the appointment date. Due to our busy schedule, we had to cancel an activity that had been scheduled far ahead of time on the date of our installation appointment, but had to do it to fit the installation into our busy calendar.

Two weeks later we arrived at the dealership at 8 AM to drop off the vehicle and were informed that it would likely be 2-3 PM when the work would be completed. About 2 PM we were called expecting that we were to pick up the car, but were told that nothing was done because someone supposedly took our reserved parts and installed them on another vehicle a couple of days earlier. So now new parts had to be ordered and delivered, requiring us to cancel another activity on our calendar so that a new installation date could be put on the dealer schedule, enough days out that the parts would be available.

On the day of the second appointment, we again arrived at 8 AM to have the hitch installed. Around 1 PM that day we were again called and informed that the parts never showed up at the dealership and the hitch could not be installed. Supposedly the were delivered to the wrong dealership. We then left our XC60 at the dealership for a couple of days as the parts were re-ordered for a third try at installation.

In the morning of the 3rd installation date, we were called shortly after 9 AM and informed that the parts never showed up and they had no idea what happened to them. So we informed the dealership that this was the 3rd strike and they were out. It seems to us that maybe the parts for the hitch are actually not available and we were given the run around as they were hoping that they would eventually be available. Since we have ZERO confidence that the parts will ever be available, we have decided to forget having the hitch installed leaving us with a vehicle that cannot be used for one of its intended purposes. So we purchased an expensive luxury vehicle that we cannot fully use. This experience makes it highly unlikely we will ever buy another Volvo. We probably will return to Lexus for our next vehicle

This leads to the other problems with the vehicle. One of the problems is understanding how all of the cruise control functions work. Unfortunately the manual was not well written regarding this subject (perhaps translated into English from another language) and does not explain well how to use the different modes of the cruise control function, particularly with regard to the steering wheel buttons. We wanted to know how to turn different features on and off and cycle between the different modes (Standard Cruise Control, Adaptive Cruise Control, Pilot Assist w/o Steering Assistance and Pilot Assist with Steering Assistance). Manuals from older models pre-2022 years stated that using the Right or Left arrow buttons on the Left-side steering wheel keypad would cycle between these modes, but they appear to do nothing at all on our vehicle. We went back to the dealership and neither the sales staff or techs could explain to us how to properly utilize the cruise other than tell us how it works on the pre-2022 models and what the right/left arrow buttons do on the older vehicles. Apparently the 2022 vehicle and it’s features are too new to them and they have not been properly trained to use them or teach customers. You would think that with a MAJOR change in the vehicle operating system they would have undergone extensive training by Volvo on how features work on the 2022 models compared to the old OS (Sensus, etc.). This was a case of the blind leading the blind or "you need to vote for it before you know what's in it" scenario.

Volvo support was contacted twice and first we were informed to contact the techs at the dealership to show us how to use the feature, but as previously explained was absolutely worthless. The second time I was sent to a link to a drawing showing the location in the vehicle where the cruise function was located. Again, worthless information.

We have had some other intermittent electronic glitches with the vehicle, which have not been reproducible, but have been fixed by turning the vehicle off and restarting it later. Seems like problems fixed by rebooting the Volvo OS that is integrated with Google and which is new this year. Consequently, I am quite fed up with Volvo support and as well as the dealership. It is highly unlikely I will purchase another Volvo again. Looks like it is back to Lexus for me where one is treated like royalty and the people know all the ins and outs of the vehicles, not clueless hacks that I have been exposed to at Volvo.

 

Update on Hitch:

After my wife gave the dealership and service department an absolute scathing review on the internet, the head service manager sent her an apologetic email. He was dumbfounded by the treatment we had received regarding the hitch and a couple other service issues. Apparently the problem was with the assistant service manager who held himself out as the head of service, and was a complete incompetent.

The head service manager asked what he could do to make things right and we asked for follow-up on one of the service issues, which was promised but never given, and get the hitch installed. The head service manager instantly made good on his promises and we had the hitch installed at a steep discount in a half day's time. We now will only deal with the head service manager who is fine with it, and totally ignore the assistant service guy. Our experience with Volvo and the dealership is turning out to be good and we are now happy with both the vehicle and the dealership.