1 review

1. mahmut

   on November 25, 2020
   

   Dear Sirs,

   I had purchased a VOLVO V40 CROSS COUNTRY model, from the authorized sellers “Arkas Volvo” in the 12th month of 2015, in Ankara, Turkey.

   Before going on a distant trip, I took my car to the authorized service, the “Volvo Group” in Ankara, for periodic maintenance, roughly including oil change, required filter renewals, and renewal of two batteries, and with some of my complaints/malfunctions to be fixed. During the handover I have complained distinctively both in writing and orally about an engine power failure when driving on inclined roads.

   After the periodic maintenance, I have received my vehicle from “Volvo Group” on 6 November 2020 with the after maintenance report which is attached as Annex-1.

   The vehicle is handed to me after a post-maintenance test drive, and despite there was still a power failure felt, I was told that everything was fine with the car.

   On 8 November 2020, with the vehicle in question, I headed towards the Besni district of Adıyaman province for business. After driving on the highway approximately 350 kilometers, at somewhere between Aksaray and Adana, when climbing the first slope, all of a sudden all the warning lights of my vehicle flashed and I pulled my vehicle to the right and the engine has stopped. The starter did not take on. Photos are presented for your information in ANNEX – 2.

   I checked under the car, opened the hood and looked under, there was a greenish stream of oil and a considerable amount of oil spilled. My vehicle was soaked in oil up to the tailgate. Photos are presented for your information in ANNEX – 3.

   I contacted the Volvo Group in Ankara, and described the situation. Their first opinion was that the turbocharger must have failed, in technical wordings that the problem could be a blowout/cutoff of the turbocharger.

   They called the Volvo Road Support services and my vehicle was loaded on another vehicle and taken to the “Adana Volvo Otokoç Service” shop. I explained this unpleasant incident I experienced to the authorized consultant at the shop. They immediately directed me to their competent technicians. After an inspection, they informed me that the engine of my car had to be dismantled and sent to an engine reconditioning/rectifying shop. Later on it was reported that there were serious defects inside the first cylinder on the cylinder liner caused by the piston head which was roughly eroded and burned out. As a result of these transactions, as I have submitted the report to your interest in ANNEX-4, the overall cost of the parts would be “82.000 TL (EIGHTY-TWO THOUSAND TURKISH LIRAS, APP. 10.000 USD). A real high cost for any owner for sure.

   In line with this outcome, my meetings with the authorized service in “GROUP VOLVO ANKARA” did not come up with any good news for me. On the contrary, we did not come up with a positive result at the face-to-face meetings. Although my vehicle is constantly serviced (I only took it late once) at the ‘GROUP VOLVO’ Service shop, which I prefer because of its close proximity to the neighborhood I live in, we never expected and deserved to be welcomed in this way. If there had been a serious accident and a fatality had occurred during the incident or at least the engine had completely broke, then I wonder how these people or the Volvo would have approached this case. Is this the way for protecting the customers and a globally well-known brand’s reputation.

   Against our claims, the written responses sent to us by the Volvo Group is that they have no responsibility for the incident, and a simple get-away-with reaction was ” that after the maintenance they had run a test drive with the vehicle and that we were satisfied by the outcome”.

   With my limited technical knowledge, how would I object to anything that people who are experts in the maintenance, on the engines, and running parts, say that it’s fine? I am just an operator, not a master.

   I understand very well that we are faced with a ‘GROUP VOLVO’ that does not favor its vehicles and customers … I have the feeling that we fell into the laps of people, who cannot even have the heart to say, “Bring the vehicle back to us and let us see what we can do”.

   This is really an annoying situation for me and I will highly appreciate your utmost interest and sensitive approach to the issue in order to remedy my grievance, at your earliest convenience.

   Sincerely Yours,

   Tuğçe Nuran AYDINOĞLU/Civil Engineer

   Reşide Gülen GÜLEN/Retired Pysical Engineer