NASTF Information Requests

Tracking: 289 Status: Closed
State: NJ Name: Dave
Category of Request: Reprogramming Manufacturer: 1999 VOLVO S70

Inquiry
Have you checked the OEM website?
Yes
Description of Repair unable to perform
I have purchased and downloaded IMMO reload software from the Volvo VIDA website. I have a confirmation that the program was installed. I then had to purchase a second program to add each ignition key to the vehicle. When I downloaded the second software program I received a message telling me the IMMO software was not loaded on my new replacement IMMO unit and I would have to do that first. Even though I did this already I went to my software download and the IMMO software was no longer available for me to install in the vehicle. I need to repurchase it a second time even though it never loaded the first time. Now even though I cannot learn the new keys to the vehicle the program I purchased to add keys is also now no longer available for my use. I have purchased two programs that depend on one another to work properly, one claims it installed properly and the second programs states that the first program did not install properly. I have purchased a $115 dollar subscription to repair this vehicle and two approximately $30 dollar programs to repair the vehicle and through no fault of my own I will be forced to repurchase the subscription and the software at a total cost of $175 dollars and I did not receive any of what I purchased the subscription for. I performed the same functions on a similar vehicle last week and every worked. I have diagnosed this problem vehicle and according to their own diagnostic tool in VIDA the vehicle is now working and accepting further programming that I now have to pay twice for. I am in the second day of this ordeal and I have one and one half days left before my subscription ends.
Description of Information not available
Programming software is now no longer available to reinstall after intial installation. I have confirmations that the software loaded properly but it did not load properly according to the VIDA website software.
Description of steps taken to obtain information (help/contact function on website, websites, etc.)
I opened a help request on this vehicle on 1/28/2010 and it is now 2/3/2010 without any resolution.
Other Comments or Concerns
When sending in a help request the time stamp on the request is Central time and I am on the east coast. Volvo claims they respong within minutes but it is always over an hour do to the help request being moved out the the central time zone and then returns to the east coast 1 hour later.
Notes
Mary Hutchinson - 3/2/2010
Thank you for following the proper processes and allowing us to assist you with the issue where you had difficulty with a software download. First, let me apologize for the delay in responding to this request. We were working with our colleagues in Sweden to investigate this unusual event through our IT channels. In my report request to Volvo Car Corporation in Sweden, I attached several log files and information that I was able to obtain from our systems. During the time you had difficulty with these software downloads, no other users reported any issues, which leads us to believe there were temporary communication errors that occurred between us. From reading the logfiles we see that there were several orders placed. In the beginning we see orders for two software products were placed then a couple of minutes later they were canceled .Then we see several orders for immobilizer software although only one is needed. As we progressed through the repair we see times where the downloads were delivered to the vehicle successfully, and at other times the orders were not retrieved, or were cancelled. As you say in the help request string; you were not able to receive confirmations and or there were conflicts in the information you did. It is extremely difficult to trace what exactly happened in more detail, especially when the download was finally successful. The only reason we can surmise is that there had been problems with the infrastructure or the communication channels between us. This has not to do with function in VIDA but possibly more to do with the infrastructure and perhaps the handling of the order. As of this writing, all refund credits have been provided and the help request in our system has been closed. Best Regards Service Operations Volvo Cars of North America LLC
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