NASTF Information Requests

Tracking: 62 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
Some software for Volvos is not listed on the menu on the website. You have to obtain the part number from another source and then request that it be available.Since you have to submit the request via the help request, you usually don't get a response in time to perform the download teh same day.
Description of Information not available
Description of steps taken to obtain information (help/contact function on website, websites, etc.)
We were told the software would be available for a short time only. We scheduled the customer to return at a specified day and time. We accessed the website and saw that the software was on the list of available software. Before we could perform the download, the website went down. We tried repeatedly through the day to reconnect. When we finally were able to get back on the site, there was a message that said the time limit on the requested software was expired and it was no longer available. We were stranded with three vehicles that needed software today. This is not a connection problem on our end or with the internet. There is a message on the site that says "we are experiencing problems, try again later"
Other Comments or Concerns
Notes
Steven Douglas - 12/1/2005 11:04:38 AM
Bruce, There are certain software part numbers that require special procedures and are only used under specific circumstances. These software part numbers, if not used as directed, have the potential to cause other problems if not used properly. It is for this reason that we limit this software as a special request. When the software is opened by request we limit the amount of time that it is available based on the scheduling with the requestor. The reason for limiting the time and removing the part number is so other users do not attempt to use this software mistakenly. Software is normally made available for the entire business day, 8:00 a.m. - 4:00 p.m. Central Time, to provide ample time to complete the necessary download. I thank you for following the proper procedure by filing a Help Request #8584 at volvotechino.com. Through this help request arrangements were made to have the requested software available during the date convenient for you, November 18, 2005. This software was made available for download from 10:15 a.m. through 4:10 p.m. Central Time. During the date in question, November 18, Volvo experienced disturbances to WSDA, Web Software Download Application, during the times of 9 a.m. - 10:20 a.m. and 2:00 p.m. - 2:45 p.m. Central Time. During those times software downloads were not available. As mentioned above we limit the availability of certain software because if it is not used as directed the result could be further problems with the vehicle. It is because of this that we removed the software from availability at 4:10 p.m. Central Time and your help request updated with the offer to reschedule for another date. From your Help Request update, dated November 22, I see that the software has been rescheduled for November 23. I am sorry that you had difficulty in completing this download on the date you requested, however I hope you can understand the reasons for our limiting the availability for such software. Thank you for the opportunity to address your concerns. Sincerely, Service Operations Specialist Volvo Cars of North America, LLC
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