Bought a new XC-90 about 6 years ago and brought it back to DB for it's regular maintenance since. The buying experience and most service appointments were very good UNTIL the past few times that have gotten progressively worse. The most horrible experience I've ever had with a customer serivce rep. ANYWHERE came today at DB Volvo.
A month ago we had 50K service performed, which came to almost $1K and one of the items I asked them to fix was a burned out Daytime Running Light. Got the car back home (an hour away) and found that the DRL was not replaced. Rather than taking another 2 hours drive and cycle the car up there again, I went to Pep Boys and replaced it myself. But I did call the service rep. to tell him that they missed the DRL. He barely apologized and that was that. Soon after I received a survey from Volvo Corp. asking me about the latest service, and I did not rate it high due to missing the DRL. I didn't hide my name, and it was an honest assessment.
Took the car in this morning to a scheduled appointment and after taking my information and key, the same service rep. berated me for giving "him" a low rating and, I quote him directly, "just want to let you know that it affects me personally when you give a low rating". it was all in a threatening tone with several "do you understand!? thrown at me for emphasis. Well EXCUSE ME, IT AFFECTS ME PERSONALLY WHEN I HAVE TO FIX SOMETHING YOU NEGLECTED TO DO!!! I didn't actually say that back to him as I was too shocked to believe a service rep. would treat a returning customer like that. After thinking a minute, I demanded my keys back, walked out the door, and will not be returning for service or car purchases at DB Volvo in the future.