V40 XC suspension repairs under Volvo Selekt warranty issues

[11JSD]

Hi all. I hope this is the best place to post this. I was looking for people's opinions on what repairs should be done, or if Volvo have done all that they should. Below is what I have sent as an email to the dealer I purchased it from, the dealer doing the work, and Volvo UK. Sorry it's a bit long!

My Volvo V40 Cross Country, purchased from Volvo dealer in the midlands in October 2023, has recently undergone suspension repairs under the Volvo Selekt warranty. The work so far has taken place at a London Volvo dealer.

On June 10th 2024, some part of the nearside front suspension failed. The car was picked up by Volvo Assistance and taken to London Volvo for diagnosis.

My understanding is that various parts of the suspension were found to have failed, or were about to fail, during repairs. The warranty provided by Volvo Selekt agreed to pay for the repairs required. I believe this included spring, top mount, lower arm, maybe more.

I was invited to collect my car on June 22nd, after being informed all repairs had been completed, as well as major service I had requested, and at my expense.

After driving for less than half a mile I was convinced that the car wasn’t right, and drove it back to London Volvo, reporting the car was pulling quite hard to the right. After waiting a while I was told the tracking was all ok, but if anything the car should be pulling to the left…….I can assure you it wasn’t.

My first concern is, after having had suspension repairs carried out, nobody had road tested the car before I drove it. Should a road test not be carried out after repairs, or even a service?

The car was then kept by the dealer over the weekend, and it was reported to me yesterday the problem had been identified. Apparently the problem is that the spring on the offside is not a standard Volvo spring. This car was bought through Volvo Selekt.

I was also informed that the warranty company/Volvo Selekt are not willing to rectify the problem, and I’ve been invited to come back and ‘try the car’, since some adjustments have been made.

Having a car repaired, and it being returned to me on mismatched suspension parts isn’t what I imagined I was buying into when buying a car from Volvo Selekt.

Do you feel this is a satisfactory solution, and the car is now at the level required by Volvo Selekt? Is it not a possible safety concern?

Given that it’s been suggested the remedial works are relatively minor, i.e. replacing parts on the offside to match the nearside, I am surprised that the Volvo network would consider giving the car back to me in such a way.

I am requesting that a solution be found to return the car to me with a suspension setup that Volvo Selekt would be happy to sell a car with.

I have already spent considerable time organising and collecting rental/courtesy cars and traveling to London Volvo, that I am now reluctant to go and ‘try the car’ again, knowing that it isn’t right, I'm not an expert, and worried that safety could be compromised.

I look forward to hearing your suggestions for a solution.

[steV50]

i have an extended Volvo Selekt warranty on my V40.

Early this year Volvo dealer replaced near side front spring as original spring had fractured and also replaced bent track rod end. Work completed using genuine Volvo parts. Car had a four wheel alignment check and I was given a print out of the alignment check with the results in green to confirm it was all as per specifications. Car was also road tested and I know this because I saw the technician drive off in it. Costs of just under £700 covered by Selekt warranty. Car drives as it should.

I may be wrong but I thought a Volvo dealer would only use genuine OEM parts. Hopefully after your email Volvo will agree to replace the spring with a genuine Volvo part.

[11JSD]

The dealership who have the car now, have replaced the broken spring with a genuine Volvo part.

The problem is, that when I bought the car from the dealership in the Midlands, the car came with both front springs not being genuine parts, and are slightly shorter than the Volvo ones.

I don't think the situation is anyone in particulars fault, but I also don't think Volvo Selekt should be happy to return the car to me with mismatched suspension.

Who do you think should cover the cost of the work, the midlands dealership or the warranty company, or someone else?

Thanks for your response 😊

[steV50]

Sorry, I think I understand now what has happened.

The springs that were on the car when you bought it were presumably not supplied and fitted by a Volvo dealer. I assume a previous owner went elsewhere to get the springs replaced.

I can appreciate the warranty company may only be willing to cover the cost of replacing the spring that has failed but it cannot be safe to drive the car with one spring shorter than the other. I am not surprised it doesn't drive properly.

I would say it up to the Volvo dealer you bought the car from to cover the cost of replacing the other spring with the a genuine Volvo spring. After all they sold you the car with two wrong springs fitted.

I would not want to drive the car until both springs have been replaced. If it were me in order to get the car back on the road I would pay the London dealer to replace the other spring and pursue the Midlands dealer for the cost.

[11JSD]

Yes that's he situation.

That wasn't a route I had considered, but I like it.

I'll have a chat with both dealers and see what they say.

Thanks for the input.

[11JSD]

The dealer I purchased from are trying to blame the ones fixing correctly.

Volvo themselves have told me to get the work done, and then make a complaint to the dealer I purchased the car from, that it was supplied with non genuine parts. They've said they are unable to step in themselves at this point, a complaint has to be made to the dealer.

Cost for remedial work is £900.

[steV50]

Sounds like the dealer you bought the car from is trying to wriggle out of it.

Hope you get it sorted.

[Tannaton]

Ultimately you bought a relatively new car from a main dealer with manufacturer backed warranty - and for which you would have paid substantially more than it were a private sale or independent motor trader.

You have now discovered that due to non genuine parts fitted presumably by previous owners some parts of the warranty are invalid.

It's very likely that the dealer who sold you the car was entirely unaware of that situation, but they did sell the car and warranty and they must take responsibility for that - i.e. "own it". Arguably if they sold a car with a manufacturer backed used car warranty and due to inferior parts that warranty cannot be invoked, the car was not of merchantable quality in the first place.

I get why Volvo selekt wont pay out, and given the XC model has different suspension this may well be related to the issues you are having, but I would say 100% the supplying dealer needs to be held to account. They may complain they didn't know, which may be right, but the risk is on them and that's why you pay more for dealer supplied used cars - so you don't have these issues!

I'd check your motor and home insurance policies to see if you have any legal advice or assistance benefits, I think a well worded solicitors letter may resolve this.

I also find Volvo's advice unacceptable - i.e. you fork out £900 and then complain hoping they will put their hands in their pockets - they likely wont - if they do take responsibility they would quite reasonably want to inspect the car and do the work in their own workshop. Buying cars with Volvo selekt is about reducing and managing risk - this is not that.

[100K+]

Originally Posted by 11JSD

The dealer I purchased from are trying to blame the ones fixing correctly.

Volvo themselves have told me to get the work done, and then make a complaint to the dealer I purchased the car from, that it was supplied with non genuine parts. They've said they are unable to step in themselves at this point, a complaint has to be made to the dealer.

Cost for remedial work is £900.

This seems to be the Volvo way. - Not good. I bought a franchise dealer V70AWD R from 300 miles away. Before I could get it home I realised the bevel gear was shot. I had a selekt warranty, but the local dealer was unable to claim because the warranty people said it was an existing fault, so had to be "repaired" by the supplying garage, the supplying garage said the car was fine when it was sold. I was caught in the middle. The matter was only resolved when I had a "short and frank" exchange of views with the site manager of the supplying dealership, and he agreed to allow my local franchise to repair the car. ( new bevel gear)
A second event occurred when I discovered clutch fluid on my drive from the slave cylinder. The local dealer refused to start work on my car unless I agreed to pay for it (my V70 now had a Volvo extended not seleckt warranty)
So I was forced to accept this procedural method. All turned out good however, as the slave cylinder was shot, as was the clutch plates and DMF, all replaced under warrenty - go figure. Additionally, I also got the sleeves for the driveshafts changed too for just the price of the parts.
Cheers Bob

[11JSD]

It seems everyone is in agreement with who should be held accountable.......except the dealer themselves.

I'll update with any progress.

Thanks for everyone's input.