Complaint 2237162

Complaint Summary

VISIBILITY/WIPER

Owner Narrative

The "Maintenance Mode" required to change the wiper blades malfunctioned, and the wipers- without the rubber blades attached- suddenly smashed onto the windshield, creating a large star crack/shatter, which spread across the entire windshield in two long cracks by the next day. If someone's hand had been in the path of the wipers, it would have been cut or broken by the force/sharp edge. The "Maintenance Mode" should not disengage unless the car is seriously jostled or put into gear (did not occur). This malfunction of the system is a safety concern in itself and has created a secondary safety concern with the severely damaged windshield. A case was opened with Volvo Corporate on XXX (case #XXX). Volvo has NEVER contacted me regarding this. I have called [XXX] and [XXX]) each week to check in and have been told that my case manager is not available, I can not change case managers to someone available or speak to anyone other than the phone operator. I have waited up to 1.5 hours on hold or received an automated return call 2+ hours later, often missing it. I emailed ([XXX]) as recommended by an operator with pictures and video of the incident and damage. I visited our local dealer ([XXX] in [XXX]) and spoke with the service manager. He did not have an open case for our vehicle. He said he would email the local headquarters. When I followed up with him the next week- after he did not respond to my email a week after he supposedly emailed them- he told me there was no local headquarters and that he emailed the same address I had previously. We contacted the dealer where the vehicle was purchased ([XXX]). They looked up our account and said there was no open case connected to our account,/name even though I have a case number I have used in every call to Volvo Corporate, which they have told me was under investigation. They also indicated that they have heard this same experience from other customers. INFORMATION REDACTED PURSUANT TO THE FREEDOM OF INFORMATION ACT (FOIA), 5 U.S.C. 552(B)(6)

Owner-submitted narrative on file with NHTSA. Complaint narratives are self-reported and have not been verified.