Volvo produces some well engineered engines. But all engine makes require support, none are perfect all the time. What you have to understand is that Volvo has a different kind of support network than just about every other diesel mfg, and it can create some conflicts of interest that may cause costly surprise. This can be a little difficult to articulate, but let me try.
In the US, Volvo actually contracts with their dealer network to not just provide support and repairs like other mfg, but to actually represent Volvo themselves. Unlike other mfgs, they do not actually staff much if any direct representation. You can't really call Volvo to discuss a more complicated situation such as a latent engine defect. Yes, Volvo has a common support number, but it's really just a direct call forward to a local dealer. If you don't like the support you received from the dealer, your only recourse is to call a different dealer, not Volvo.
This arrangement puts the dealer in the position of having to champion the customer. That's what they are supposed to be doing, but not surprisingly they will first and foremost put their own interests first. That's human nature right. There is no tie breaker where you can speak to the mfg directly.
That probably seems like splicing hairs to most, but it can hurt. For example, had a pair of engines that had a latent defect that caused piston failures. The problem started while the engine were under warranty, but continued after the warranty was up. There was a technical bulletin that noted that upon a piston failure, it was recommended to change out a culprit part in all cylinders, not just the failed one. However, the bulletin was not searchable in Volvos system as it was published prior to Volvos online system implementation. so the dealer did not initially see it and so pistons kept failing after the engine went out of warranty because they were not repaired to Volvos specs while in warranty. This created a conflict of interest between Volvo and the dealer.
The dealers position is that it was Volvos fault, not theirs. Not entirely unreasonable. Volvo would just tell the dealer that it was their responsibility. From the customers perspective, there is no avenue to talk to Volvo. You recourse is to talk to another dealer, who has absolutely zero interest in taking responsibility for another dealers issues. This is where Volvos dealer model is so different, than every other mfg. The dealer is contracted to be that layer of mfg support, but it's too much of a conflict of interest with their own role as a dealer to do so. In my case, it meant in the real world that I got screwed out of about $20k of what should have been in warranty coverage because the dealer simply stated that Volvo would not stand behind engines that were out of warranty.
Mine is just one example, but it can happen.
This is why I won't own another Volvo, just out of principle. I got far enough with Volvo that they knew that the situation existed, but even then would not get involved. Yes parts costs for Volvo are sky high, but I think the real risk is that you may find a real life situation where support is just not going to be provided. It's worth noting that the dealer, Coastal Marine in Seattle is not an evil dealer. In fact Denny, their service mgr was about the most honest hard working guy you would ever meet. I say this even after getting the full bend over experience. The real culprit here is a model that at its heart is unworkable and that is Volvos responsibility.
Hopefully this drawn out example paints an accurate picture why Volvos support model will never be able to match just about any other mfg.
