For anyone with an out of warranty Volvo looking for Volvo Goodwill assistance, please read:
My 2015.5 s60 T5 with 52k miles had the tensioner fail, stripping pieces off the serpentine belt and into the timing belt causing a catastrophic failure. After being told it could be $17,000 for an engine replacement, I contacted Volvo customer care. Here is the run down:
7/6/2020 Customer care contacted and asked about “Goodwill” due to having only 52k miles and being 5 yrs old. Was told they would contact me within 7 days, but I should call back in 3 days because it doesn’t usually take that long.
7/13/2020 Called customer care and was told someone would reach out to me shortly. (My agent wasn’t available)
7/15/2020 Called customer care and was told upper management was the holdup but someone would contact me soon. (My agent wasn’t available)
7/16/2020 Called customer care and was told my agent would call me back with an update (I received no call).
7/17/2020 Called customer care and was told there were no updates as of today, but an update to my account was “scheduled for 2 days from now” (that would be Sunday in case you don’t have your calendars handy). I then called my agent and left a message to call me as soon as she was able.
7/19/2020 Agent called back to say the first claim was denied on 7/6 (day 1 of this story). She told me that she submitted an appeal on 7/6 as well and would get back to me as soon as a decision was made.
7/30/2020 Today...I have heard nothing from Volvo. (24 days after first contact with Volvo)
This is unfortunate because I was catching the Volvo bug and would have continued to talk up their cars while driving them. Having a blown engine at 52k miles is unacceptable, and this issue should be addressed for those of us with the problem and those who will have it. Having an actual thread dedicated to this topic is proof enough that it is a real issue, and my vehicle is currently at a private garage awaiting repairs next to 2 other Volvo’s with the EXACT SAME PROBLEM. I could not recommend Volvo to anyone and feel insulted by their lack of communication through this process.