Good afternoon, I am writing in response to the letter we received regarding the grievance submitted by ID [redacted] .On Thursday, July 20th the customer referenced above, dropped his car off to have the transmission looked at for a while when slowing down, requested the Map Update, transmission flush and stated when using the backup camera it would go on and off.While performing the map update, the system from Volvo crashed causing the ICM (Information Control Module) to also crashWe opened a case with Volvo (# [redacted] ) and they instructed us to replace the ICM since it was no fault of the customer, we were able to Warranty the ICM, the initial map update ($value) and ICM software neededOn Friday, July 21st at 12p a transformer blew causing all of our buildings to lose power, internet and phonesWe were without power for the remainder of the day.Due to the power outage, our parts department was unable to order the ICMThe part was ordered on 7/and over nighted to get here for TuesdayThe part arrived on Tuesday and I called the customer when the part had been installed and let him know the shop foreman was going to take over with the software downloadsThe software download stated 2.5hrs which I communicated to the customer as wellDuring the download, a technician shut the car off to move it out of the lane which unfortunately added an additional 1.5hrsI immediately communicated that to the customer and told him I would call him when the car was ready.As the customer did not pay for anything for this particular repair, we have already made a billing adjustment as he would have been responsible for the map update ($185).Best Regards,Deborah * S***
Good afternoon, I am writing in response to the letter we received regarding the grievance submitted by ID [redacted] .On Thursday, July 20th the customer referenced above, dropped his car off to have the transmission looked at for a while when slowing down, requested the Map Update, transmission flush and stated when using the backup camera it would go on and off.While performing the map update, the system from Volvo crashed causing the ICM (Information Control Module) to also crashWe opened a case with Volvo (# [redacted] ) and they instructed us to replace the ICM since it was no fault of the customer, we were able to Warranty the ICM, the initial map update ($value) and ICM software neededOn Friday, July 21st at 12p a transformer blew causing all of our buildings to lose power, internet and phonesWe were without power for the remainder of the day.Due to the power outage, our parts department was unable to order the ICMThe part was ordered on 7/and over nighted to get here for TuesdayThe part arrived on Tuesday and I called the customer when the part had been installed and let him know the shop foreman was going to take over with the software downloadsThe software download stated 2.5hrs which I communicated to the customer as wellDuring the download, a technician shut the car off to move it out of the lane which unfortunately added an additional 1.5hrsI immediately communicated that to the customer and told him I would call him when the car was ready.As the customer did not pay for anything for this particular repair, we have already made a billing adjustment as he would have been responsible for the map update ($185).Best Regards,Deborah * S***