NASTF Information Requests

Tracking: 142 Status: Closed
State: OR Name: Jim
Category of Request: Website Navigation/Administration Manufacturer: VOLVO

Inquiry
Have you checked the OEM website?
No
Description of Repair unable to perform
Installation help for Vida all-in-one subscription.
Description of Information not available
Description of steps taken to obtain information (help/contact function on website, websites, etc.)
On Monday, 7/16/2007 we ordered a 3 day subscription to Vida all-in-one. The subscription dvd arrived about 2pm Tuesday, 7/17. I attempted to complete my susbscrition installation but could not get access to Vida. I received a message that my password was expired. I sent a message through Volvo's web site help feature at 4pm pst requesting password/installation help. I received my new password and installation instructions on Wednesday morning 7/18. (Now day 2 of my 3 day subscription.) I received numerous error messages during my attempts to register and install Vida. I sent another e-mail request at 8:45am and again at 9:41pst with specific information requests on the problem I was having with the subscription process, in particular, "registering" my pc (the one we always use for Vida). At 10:30pst I received this reply: "Jim You have not gone through the subsription registration process on your Vida sign on screen. You also need to then activate the subscriptin which you have'nt. First register the pc and then add it in through Vida admin. Follow the above instructions enclosed", basically telling me to do again what I described as not working, but not answering my specific questions or concerns. I very carefully went back over each step with our Volvo tech with no success and sent another help request at 12:30pm pst. It is now 3:30pm pst and I have not received a reply. I have one day left of my 3 day subscription, I am still getting the same error messages and I am not getting any more replies to my requests. I want information on making Vida work and I want my subscription extended to the full 3 days. Thank you.
Other Comments or Concerns
Notes
Mary Hutchinson - 7/30/2007 2:03:25 PM
Mr. Houser, We are disappointed to hear that you are unhappy with the support you have received through www.volvotechinfo.com. It is our goal to resolve all issues with accurate information in a timely manner. In review of your help request we believe we had answered your questions in an accurate and timely manner. First we would like to mention that the volvotechinfo hours of support are Monday through Friday, 8:00 a.m. 4:30 p.m. Central Time. Your initial request was posted at 6:05PM and was responded to at 6:47AM Central Time the next day. In your initial posting you stated that the error you had received was "login failed. Your account has been suspended...". To resolve this we reset your password and reactivated your user ID. For future reference, your password will expire every 90 days. To reset your password prior to it expiring you must visit https://dsa.dealerconnection.com. In addition, if you do not login to VIDA or VIDA admin for 90 days or more your user ID will become inactive. Along with our initial response we provided you with the steps that will be required for activating your new subscription, including how to register your computer. You replied to our posting stating that you had 1 license and 0 computers to choose from when activating your subscription. For this we restated how to register your computer so that it could be added to your subscription to complete your activation. When you tried to install VIDA 2007B you received and error stating "can't find any components in compinfo.ini". For this we updated your help request with the steps needed to activate your subscription with the intent of contacting you to determine what was causing the error you had received. Unfortunately you saw the reply before we could contact you which is what we believe caused your frustration. Upon our contacting you it was determined that from handling the VIDA DVD at your store a smudge was placed on the outer edge of the DVD causing your DVD drive to have an error when trying to read and install VIDA. We had you clean the DVD with a soft cloth and attempt the install again with successful results. As far as the timing of your subscription, a subscription does not begin at the time you purchase. A VIDA subscription begins at the time that you activate your subscription. If you purchase a 3-day subscription on Monday but do not activate it until Wednesday your three days starts on Wednesday, the day you activated your subscription. We thank you for following our procedures and submitting a Help Request through www.volvotechinfo.com to resolve your issues. We would also like to thank you for the opportunity to address your concerns. Sincerely, Service Operations Specialist Volvo Cars of North America, LLC
Home