NASTF Information Requests

Tracking: 53 Status: Closed
State: WA Name: Bruce
Category of Request: Website Navigation/Administration Manufacturer: VOLVO

Inquiry
Have you checked the OEM website?
No
Description of Repair unable to perform
Attempting to download software to a vehicle.
Description of Information not available
Description of steps taken to obtain information (help/contact function on website, websites, etc.)
After entering the credit card info to purchase the software, there was a message that the website was unavailable. This is an increasingly common problem. This creates difficulty for me and my customers. It also causes a lot of administrative work because I must request a refund for any failed attempt to download. You can not tell if the websight is available until after you have purchased the software. I have submitted countless requests for refunds to the "contact us" link. Volvo has never offered an explaination for the failures. My guess there are a lot of shops that don't request a refund in the time period allowed.
Other Comments or Concerns
Notes
Steven Douglas - 10/3/2005 11:49:21 AM
As we have discussed in our recent phone conversations WSDA has grown to be a very stable application to work with over the past few years. However, recently we have experienced periods of unexpected downtimes causing software download to be unavailable. When these unexpected downtimes arise, our technicians work diligently to identify and resolve the issue and get the system up and running in as little time as possible. We apologize for any inconvenience this causes our users and their customers. When we are aware that software downloads are not available we activate an order block that will not allow users to purchase software. Additionally, we have a message pop-up when a WSDA Downloads shopping link is clicked stating that software downloads are not available try back later. If we know the duration of the downtime we will inform our users. This process, although inconvenient, minimizes the users administrative time with respect to refund requests. When unexpected downtimes occur we are usually notified by our users through a help request that their software order would not process. At that point we attempt a test download to verify the problem. Once confirmed we post the previously mentioned message. Once a help request is received, the process for confirming a download problem and posting of the pop-up message is rather quick. These unexpected download disturbances will cause some users the need to submit a refund request. When a help request is submitted stating that there were "failed downloads" and that the user is "requesting refund for the purchases", as requested in your help request on September 26, 2005, we confirm the download failure and process the refund promptly. If, in the help request, further information is asked we will also answer those questions. Our priority has been to refund the user with as little additional inconvenience as possible. Sincerely, Service Operations Specialist Volvo Cars of North America, LLC
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