NASTF Information Requests

Tracking: 250 Status: Closed
State: TN Name: Rod
Category of Request: Reprogramming Manufacturer: 2004 VOLVO S60

Have you checked the OEM website?
Description of Repair unable to perform
Customer requested a new key-less remote for her car. I have a full subscription to Vida AIOC. I ordered the necessary software from Volvotechinfo. During the download an error occurred, leaving the central electrical module in programming mode. The car would not start or function at all.
Description of Information not available
When the error occurred, I got a message that an unhandled exception had occurred, please contact the help desk. I did so on 7/29 at 2:49 pm (help thread 19162). I did not get any response until 7/31 at 10:48 am. At that time it was obvious that they had not read my request because they told me to try "a battery reset". I mentioned in my text that we had already tried that. Ultimately they told me they couldn't help me.
Description of steps taken to obtain information (help/contact function on website, websites, etc.)
I had the car towed to a franchised Volvo dealer (Volvo of Nashville) at my expense. They had one of their master tech's work extensively in an attempt to get the Central Electrical Module back online. They concluded that the Central Electrical Module would have to be replaced to correct the problem. I had the car towed back to my shop and replaced the central electrical module (CEM) myself. I then proceeded to download the software required for the CEM which restored normal functionality. I then attempted to download the software for the remote again. I got another error but this time it didn't affect the operation of the car. I told the customer that after all this I couldn't fulfill her original request!
Other Comments or Concerns
This car had 74,367 miles on it. Due to the number of CEM failures, Volvo has extended to the warranty on this component to 80,000 miles. When I inquired about this component being covered under that warranty, I was told that failure in the context of a download doesn't qualify (despite using all of the prescribed methods and equipment). I have spent $1585.49 on this issue including towing, Volvo of Nashville's bill, paying for customer transportation and the cost of replacing the CEM at my expense. By the way, Volvo did credit me for the price of the remote software (my 2 unsuccessful attempts). The car has been returned to the customer.
Mary Hutchinson - 8/26/2009
Volvo sent the following response to this request: Dear Mr. Kruse, Thank you for following the proper process and allowing us to assist you by submitting a help request via We find this to be very successful in resolving our customers concerns. We are sorry to hear that you are unhappy with the service you recently received on your help request number 19162. The request was initiated because after attempting to install a software download you received an error message asking you to contact your local helpdesk. It was determined the error was not a failure of the VIDA system or the Volvo Tech Info process, but something wrong with the vehicle itself. Our staff indicated they were not able to provide technical direction in repairing the car. They did check with our technical hot line staff who indicated the problem was most likely due to power interruption during the download. Their suggestion was to try a battery reset. Yes, you had already done that. We were passing on what they suggested. The Volvo dealer who looked at the car determined the CEM had failed and needed replacement. This is apparently where your unhappiness lies. You are questioning the dealer's interpretation of the warranty coverage on this component. Questions of this nature are best handled between the vehicle owner and Volvo Customer Care 1-800-458-1552.