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You are absolutely right, but you're being too logical about it. Under normal circumstances, a company's insensitivity to customer issues would translate into financial losses, and this would serve to motivate the company to provide a better product and better service. I believe that what is sustaining Volvo's behavior is the simple fact that it does not appear to matter how badly it treats its customers, since they always seem to come back for more! This is a very curious thing about Volvo owners- something that I do not fully understand. It is a very real phenomenon though. In the business world, customer complacency cannot help but translate into a mediocre product, because the company won't have enough motivation to improve.
Eventually, this behavior may catch up with Volvo, because old loyalties will dissappear. Volvo may not be seeing the effects of poor customer satisfaction yet, because consumers aren't "voting with their feet" fast enough. But one would hope that this company will read the writing on the wall and proactively improve the way it does business, before too many consumers are lost in a highly competitive market. I still think that Volvo should stop being something that it isn't, and it should bring back a modern version of the RWD 240 series, something that it did very well.
My 2 cents.
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