🚀 go-pugleaf

1994 January 15

Ms. Juanita R. Mitchell
Manager, Customer Service
Volvo Cars of North America, Inc.
Volvo Drive
Rockleigh, NJ 07647

Dear Ms. Mitchell,

We purchased a new Volvo 850 from Dyer & Dyer Volvo on November 10, 1993.
We have been generally pleased with the car, even though we were somewhat
unhappy with the manner our purchase was handled. We were very unhappy with
the 1500 mile service, however.

My wife called the service department at Dyer & Dyer on Wednesday,
January 5, 1994, to request an appointment for the 1500 mile service.
She was told that it would take about two hours and an appointment was
available for Saturday (January 8) morning. Even though we had estimated
that the 1500 mile checkup would only take about 15 minutes, based on the
information in the service manual, the person who made the appointment for
10 AM on January 8 told my wife that it would take two hours. This is in
spite of my wife telling that person that the car needed only the 1500
mile service.

Since two hours is a long time, my wife and I went to Dyer & Dyer in two
cars so that we could leave the Volvo, go home, and pick up the car later.
We arrived at the service location exactly at 10:00 AM. However, the
service advisor, Mr. Norman Mills, did not come to our car until 10:15.
I asked him why it should take two hours for the 1500 mile service since
it involved some simple and routine checks. He told me something about
normal 'scheduling' procedures which did not make any sense, especially
since a scheduler who knows about the 1500 mile service should know how
long it would take and schedule arrivals to minimize the waiting period.
I complained about the two hour estimate, which resulted in my having to
waste time. Mr. Mills asked me when I wanted the car, to which I replied
that I needed it in 15 minutes, since it should not take any longer.
He promised to give it by 10:30, but gave us the car at 10:35.

We are extremely unhappy since they made us waste our time by initially
telling my wife that it would take two hours, and when we went there on
time by not registering the car for service for 15 minutes. If they were
competent, they should have been able to estimate the time with reasonable
accuracy and schedule us to minimize the wait. If properly scheduled, one
of us could have taken the car and have it serviced promptly.

We are very sorry that we bought our Volvo from Dyer & Dyer. We would
appreciate it very much if you could send us names of other authorized
service stations in our area to whom we can take our car for service and
still qualify for the Volvo warranties. Thank you very much.

Sincerely,
T. Govindaraj, Ph.D.
Copies:	Dyer & Dyer
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T. Govindaraj    +1 404 894 3873, 894 2301 (fax)         NeXTmail welcome.
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