Bad dealer (parts counter) report, terrible employee conduct (Robert Motors Toronto)

Hi all,

I required a duplicate key made for my 1987 Volvo 760GLE which is a one owner car since new.

I ordered the key because the dealer did not have a key punching machine, and no one locally grinds dealer blanks because they are made from metal-not brass(plated) the reason they don't cut these keys is because it wears the grinder, usually these are notched with a machine. The price of $15 Cnd includes the rubber Volvo key and cut to the vehicle's VIN, a blank costs the same. (I double checked the VIN, the parts person didn't

Anyhow, I picked up the key today, and it didn't work. When I purchased the key in the first place, I was NOT told that the key has a 50-50 chance of working. Instead, when I picked up the key, I was told that it may not work. Well, they were right!!! It didn't work, it opened the driver's door, but would not turn the cylinder in the ignition, trunk lock or glove box lock. All the cylinders in the car are original, one key operates all locks and have never been changed for any reason.

So, the dealer told me that I am SOL literally, and in a condescending manner to boot, the parts manager said "You're car is too old". I questioned their practice of not informing the customer that a $15 key may not work, and he stated that I was told - (if I was, I would have bought an Ilco rubber key which looks identical except it doesn't say Volvo!, and it is only $5 Cnd cut at Lock Mart

Reply to
Jfet
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"Jfet" wrote: [snip]

I don't know about CDN law, but if this were in the US you would be due a refund or replacement unless the policy is clearly stated on the invoice or clearly posted in teh area where you purchased the key.

Be aware that there are various vehicles that use steel keys (and not brass) and that there are reputable locksmiths out there who can cut them. I had to have one cut for my 1979 BMW motorcycle (steel folding key) and it works prefectly in all the locks.

That salesman who refunded your money may deserve your business, but find another dealer for your parts and service and be sure this one knows about it.

I don't think the poliscy on keys is bad (necessarily), but you should have been told before ordering and, like you, I have done work in the customer service field, and that is no way to treat a customer, regardless of how much bisiness you have done there.

__ __ Randy & \ \/ /alerie's \__/olvo '93 960 Estate

Reply to
Randy G.

I have heard bad things about Robert Motors from my father (used to live in Toronto, bought a 1972 140 from them) and other people... Well in 1974 he wanted the new 240, lets put it this way... Another dealer made the sale, I believe it was Mc Millan and Saunders in Mississauga, we've been going back ever since. He's never had problems with them, my mom's never had problems, and now that it's my job to have cars serviced for the family, i've never had a problem.

I'll definately be looking at the new S40 in maybe one or so years, and it'll be from them if I get it (it's either that or the new Golf coming out... basically, i'll see what I can afford at the time).

brass(plated) the reason

are notched with

ignition, trunk

manner to boot, the

of not informing

I am out of

OFF.... We've

case the first one

this key for me

second approach made

850 and eventually
Reply to
Rob Guenther

Cnd law is the same as US as far as stipulations. See, the problem is, there is NOTHING posted on the cash register, only on the invoice, BUT....... you get the invoice after you pay.

The only thing that it says is no refunds on special orders..... ok fine, but it doesn't say that if a part/key doesn't work, you can't get a replacement....

I've called other dealerships, and they offer replacements if the key doesn't work, they also have a key cutter on site as this dealer didn't.

Yes, I'd buy from that salesperson because he showed that he is a gentleman. I am going to contact him and thank him for his conduct.. first rate. In fact, I do that in my line of work, a customer who leaves upset can do more damage than good.

BTW: reputable locksmiths will punch steel keys, but not grind them.... the grinding wheels are expensive, and when worn, they don't make accurate copies. Punchers work best, but mostly dealers have them.... AFAIK the closest next dealer is quite the distance from where I live, but it's gonna be worth the trip.

Reply to
Jfet

............ They said Volvo Canada "laser" cut this key for me

To clear up a common misconception, 'laser' cut keys are milled, not really laser cut. It's just an expression.

In an older car such as yours, it's common for the cylinders to wear at differing rates, which could be why your key fits only one door and not the other locks. All the more reason to go to a competent automotive locksmith who can possibly compensate for this wear, or suggest reasonable alternatives. A dealer who doesn't even cut the key himself is going to hard pressed to help you.

Norm

Reply to
Norman Koller

invoice after you

Sue them! It would be worth it just to screw with them!

A reasonable policy..

in my line

GIve the guy your name and number so that if he moves to another dealership he can contact you.

When I was the customer service manager at a store in So. Cal., I would ocassionally get an upset customer once in a while, and I took great pride when they shook my hand with a smile when they left. I have hurt that it takes three times more money to make a new customer than to keep an old one.

work best,

I would have to believe that with the newer metals and compounds (like carbide, etc.) there has to be newer cutting wheels available to locksmiths than they used in the 1940's. __ __ Randy & \ \/ /alerie's \__/olvo '93 960 Estate

Reply to
Randy G.

kind

Well, it would be an incorrect expression. I have metal laser cut to my specifications for my race car camber plates (prototyping, looks way better than trying to slot on my mill anyhow), and I mill out other parts at home (slotting, boring etc...). I could see the newer keys being milled, lasers don't make good milling machines, they make great cutting machines!!!

Reply to
Jfet

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