Marque row for Mark

Jun 21 2009 by Mr Justice, Sunday Sun

YOU buy a brand-new Volvo S80 and you expect . . .

Well, to be honest, you expect a car that doesn’t break down after two week’s motoring. That’s what happened to Mark Hughes when he asked for my help. I’ll get to the details later but first let’s remind ourselves what kind of car we were talking about here.

Volvo say it is the embodiment of style and passion starting at £21,750 on the road. A six-speed manual gearbox, a powershift transmission, alloy wheels . . . all the bits and bobs, in fact, you’d associate with a prestige vehicle made by the world-famous marque.

So you can imagine Mark’s disappointment when he had repeated problems so soon after driving off the forecourt in the 08-plated car.

He said: “I purchased the car from new and after approximately two weeks it would cut out and lose all power. This could happen at various speeds with no routine at all.

“It was reported to the garage and they checked the car and informed me that they could not identify the problem. This went on for months when I decided to go higher than the dealership and spoke to Volvo UK.

“They changed the oil pressure switch and informed me that should solve the problem.

“Within one week it happened again when I was travelling at 60mph on a country road.

“Luckily for me and my family there was a vigilant driver behind me who managed to swerve past me to prevent a collision. I drove straight to the dealership – Mill Garages at Stockton, Teesside – and told them that something had to be done. My car went into the dealership in January 2009 and has been there ever since. They sent a letter saying they cannot identify the fault and are willing to give me my old car back.”

Mark, of Sedgefield, County Durham, said he wanted more than was on offer. Not a repair, not his old car back, thank you very much, but something better. That was in March – not quite a year after purchase – when I passed the complaint to Volvo. At the time escalations manager Jo Howard said: “Mr Hughes has instructed a solicitor to act on his behalf. Therefore it would be inappropriate for us to comment at this time.”

But it wasn’t a case of stalling, if you pardon the expression, as Volvo continued to work behind the scenes.

Jo went on: “We will, of course, continue to work with Mr Hughes and Mill Garages to try and find a mutually agreeable solution.”

Time passed and Mark was given a brand new motor to replace the troublesome S80.

Jo said: “Mr Hughes has been given an upgraded car with a 58 numberplate. We have helped the dealer with some financial support but it is the dealer which has given him the new car. They’ve done all the hard work.”

I also spoke to Jeff Tabb, sales director of Mill Garages, who confirmed what happened.

He said: “We have put the case to bed. He got a new superior car with no money to exchange. It’s come to an amicable solution.

“The customer is the most important thing. He has a newer lower mileage car he is happy with.”