Very bad service from Holden dealer SYD

[VE SS UTE]

I have recently had the worst experience with a dealer who is in the western suburbs of Sydney.

I drove the car in, to have a warranty repair done on the brake lights, (permanently on) they made such a stuff up of things that the car no longer is driveable and cant be started. (some computer problem they told me.)
I rang Holden Assist and they paid fro a tow truck to have it removed from inside their workshop to the workshop of another dealer.

The story is quite long and took 3 days, but end result is they tried to blame it on me for having a CHE exhaust and tune.

I wont mention the name but how do these "Heartless Holden" people get away with it, especially when you read this forum and even The Daily Telegraph had a story on them in August 2008.

It appears that this multi franchise group is now so big that Holden is scared of them.

[WOMBIE]

They were to fix a tail light problem and now the car is undrivable.......wtf?

[Red Beard]

I know a couple of people who work within the organization you mentioned. They recommend steering clear of a couple of their larger yards, even they don't like dealing with them.

[UTESRULE]

name and shame it

if they had a right up in 08 why did u take it there they wouldn t get any better

[HEKYEH]

name and shame it

if they had a right up in 08 why did u take it there they wouldn t get any better

Maybe because he found the article in a search AFTER he took the car there and had the issues.......?

But I agree...nothing wrong with naming and shaming...or simply "providing more details of your customer experience"....

[VE SS UTE]

They were to fix a tail light problem and now the car is undrivable.......wtf?

No the brake lights, I now found out are controlled by the Body Control module which is a computer.

They stuffed the computer by removing and replacing it without having both keys available to unlock the module.

[VE SS UTE]

I know a couple of people who work within the organization you mentioned. They recommend steering clear of a couple of their larger yards, even they don't like dealing with them.

LOL. Redbeard you obviously know whom I am talking about.

[VE SS UTE]

Maybe because he found the article in a search AFTER he took the car there and had the issues.......?

But I agree...nothing wrong with naming and shaming...or simply "providing more details of your customer experience"....

Guys the names up there in all its blazing glory. (Misspelt)

And yes, can you imagine doing a search of every company you ever deal with to see if they have any skeletons in the closet.

The car is currently on a tilt tray on its way to Hunter Holden, where I have bought 3 of the 6 new holdens in the last 4 years.

[vicarious]

No the brake lights, I now found out are controlled by the Body Control module which is a computer.

They stuffed the computer by removing and replacing it without having both keys available to unlock the module.

i have had the bcm replaced(due to esp issues) & never had the 2 keys there, sounds like they did more to stuff it up.

[WOMBIE]

No the brake lights, I now found out are controlled by the Body Control module which is a computer.

They stuffed the computer by removing and replacing it without having both keys available to unlock the module.

Ah ok then but still they are dumb carnts for even attempting to remove it!

Many moons ago now I took my car once to heartland holden blacktown..............only once grrrr

[VE SS UTE]

i have had the bcm replaced(due to esp issues) & never had the 2 keys there, sounds like they did more to stuff it up.

I rang up head office and they said that 6.0 litre AFM equipped VE's definately need 2 sets of keys when reprogramming the BCM. My first VE SS ute did not need it, but the later models did.

It appears to be a security device so that stolen vehicles cant be reprogrammed as cars are generally not stolen with BOTH sets of keys.

[GR346]

name and shame it


Its all in there mate, read again ;)

Had a similar issue with my last car and a dealer down here, stupid of me to take it there in the forst place but did it to get warrenty work done

[commodorenut]

Like one post mentions above, there are good & bad within that organisation.
I had 1 bad experience, and vowed never to go back to that dealer.

I went to another branch (purely for servicing & warranty work) and they have been fantastic - never a prob, always on time, and always fix the issues, unlike their counterparts who like to string you along out for 3-4 visitis until they finally realise what's wrong (like it needs to hit them in the face, as they can't diagnose it to save their bacon).

[bsbozzy]

I had a similar experience a few years ago with heartless holden as well....never again.

[EfiJy]

It appears that this multi franchise group is now so big that Holden is scared of them.

I'm sorry to read about your misery.

I'm not sure I agree with your last sentence. Holden won't lose much sleep by disenfranchising any large dealership for tarnishing the Holden brand. But if the dealership helps to shift cars for Holden then it's in Holden's best interest to work through the issue with the dealer. The common alternative is to have your car taken to another dealership if things don't work which is what seems to have happened in your case.

It sucks when a dealership stuffs things up and blames the problem on the owner because of an unrelated matter. It just shows how much contempt some dealers have for their customers. They obviously don't want your repeat business. B@stards.

[UTESRULE]

Guys the names up there in all its blazing glory. (Misspelt)

And yes, can you imagine doing a search of every company you ever deal with to see if they have any skeletons in the closet.

The car is currently on a tilt tray on its way to Hunter Holden, where I have bought 3 of the 6 new holdens in the last 4 years.

i got that bit but which one

[vschaser]

Like one post mentions above, there are good & bad within that organisation.
I had 1 bad experience, and vowed never to go back to that dealer.

I went to another branch (purely for servicing & warranty work) and they have been fantastic - never a prob, always on time, and always fix the issues, unlike their counterparts who like to string you along out for 3-4 visitis until they finally realise what's wrong (like it needs to hit them in the face, as they can't diagnose it to save their bacon).


Which branch did you find to be the better one?

[VE SS UTE]

Which branch did you find to be the better one?

Simple! Stay away from the whole Heartless Group of Cunntanies as they must learn, that the Customer is everything.

Its up to the directors to improve their business, not for the customers to give them more money by paying another one of teh same stores owbned and operated by the same company.

I only ever use the dealerships for
free first service and warranty.

[sKeptiK]

Their Parramatta dealership has shrunk. The big used car section is up for lease. Pretty sure used cars is now located where Hummer used to be. Heaps smaller now.

Maybe this is why...

[Madmik]

They might have slightly cheaper parts than the more coastal dealers but not so good service. Sticking to tuner now that car is out of warranty

[LSavvy]

I rang up head office and they said that 6.0 litre AFM equipped VE's definately need 2 sets of keys when reprogramming the BCM. My first VE SS ute did not need it, but the later models did.

It appears to be a security device so that stolen vehicles cant be reprogrammed as cars are generally not stolen with BOTH sets of keys.

So what happens if you loose a key:confused:

[VE SS UTE]

So what happens if you loose a key:confused:

I asked that question 4 times of 4 different people and all shrugged me off.,

By the way, Im a 50 year old bald fat bloke, that dresses insanely bad during the day unless I have to wear a suit, so Im pretty used to being talked down to and shrugged off.

In the last 4 years I have bought 6 new Holdens and most salesmen never even get off there chair to talk to me.

The best was at Hunter Holden where I walked up to the salesman pointed at a Voodoo SSV and offered $39k. The guy looked up and said, youll never get a new SSV ute for $39k, then turned away again without taking my details.

I saw that an R35 was parked there and said is XYZ there (the dealer principal) he looked and said "do you know him?" I said we race at the Burrows track days together, we have identically coloured R35s.

BIG BIG FACE DROP, No comments.

next day I rang the St Leonards office of Hunter Holden, spoke to the sales manager, left a number phone and told him about the ute at Ryde.

2 weeks later he rings me up and says $37k its yours.
less $3k for Holden card thats $34k for a Brand NEW not a DEMO Voodoo SSV ute.

Now thats service, no name dropping needed.

[planetdavo]

Service Programming System SPS
Special Tools
EL-49642 SPS Programming Support Tool

For equivalent regional tools, refer to Special Tools.

For step-by-step control module programming instructions, please refer to the techline information system (TIS) terminal.

Review the information below to ensure proper programming protocol.

Note:

• DO NOT program a control module unless you are directed by a service procedure or you are directed by a General Motors service bulletin. Programming a control module at any other time will not permanently correct a customers concern.

• It is essential that the TIS terminal, MDI, and/or Scan Tool, is equipped with the latest software before performing service programming.

• Due to the time requirements of programming a controller, install EL-49642 SPS Programming Support Tool to maintain system voltage. Stable battery voltage is critical during programming. Any fluctuation, spiking, over voltage or loss of voltage will interrupt programming. If the above tool is not available, DO NOT connect a battery charger, connect a fully charged 12V jumper or booster pack disconnected from the AC voltage supply.

• Some modules will require additional programming/setup events to be performed before or after programming.

• Some vehicles may require the use of a CANDi or MDI module for programming.

• Review the appropriate service information for these procedures.

• DTCs may set during programming. Clear DTCs after programming is complete.

• Clearing powertrain DTCs will set the Inspection/Maintenance (I/M) system status indicators to NO.


Ensure the following conditions are met before programming a control module:

• Vehicle system voltage:

- There is not a charging system concern. All charging system concerns must be repaired before programming a control module.

- Battery voltage is greater than 12 volts but less than 16 volts. The battery must be fully charged before programming the control module.

- Turn OFF or disable any system that may put a load on the vehicles battery, such as the following components:

• Interior lights

• Exterior lights including daytime running lights (DRL)--Applying the parking brake, on most vehicles, disables the DRL system

• Heating, ventilation, and air conditioning (HVAC) systems

• Engine cooling fans

• Radio, etc.

• The ignition switch must be in the proper position. SPS prompts you to turn ON the ignition, with the engine OFF. DO NOT change the position of the ignition switch during the programming procedure, unless instructed to do so.

• Make certain all tool connections are secure, including the following components and circuits:

- Scan Tool

• The RS-232 communication cable port

• The connection at the data link connector (DLC)

• The voltage supply circuits

- MDI

• The USB, Ethernet or Wireless communication port

• The connection at the data link connector (DLC)

• DO NOT disturb the tool harnesses while programming. If an interruption occurs during the programming procedure, programming failure or control module damage may occur.

In the event of an interrupted or unsuccessful programming event, perform the following steps:

DO NOT turn the ignition OFF. Ensure that all control module and DLC connections are secure and the TIS terminal operating software is up to date.
Attempt to reprogram the control module.
If the control module can still not be programmed, turn the ignition OFF for at least one minute.
Turn the ignition ON and attempt to reprogram the control module. The control module should program.
⇒ If the control module still cannot be programmed, replace the control module.

After successfully programming the control module, ensure that all post programming procedures are performed; refer to Control Module References for the appropriate control module Programming and Setup document for any required procedures.

Body Control Module Programming and Setup
Introduction
A new body control module (BCM) must be programmed with the latest operating software and vehicle calibrations. Ensure that the following conditions exist in order to prepare for BCM programming:

• The battery is fully charged.

• The ignition switch is in the ON position.

• The data link connector (DLC) is accessible.

• All disconnected modules and devices are connected.

Programming the BCM
Note: The vehicle will not start and many other functions may not operate correctly if a replacement BCM is not correctly set up. The following procedures must be followed:

The BCM reprogramming - Refer to Service Programming System (SPS).
Brake pedal position sensor (BPPS) learn.
Program SDM primary key to BCM
Note: After the procedure is completed, the personalization settings of the BCM are set to default settings. Inform the customer that the personalization must be set again.

Brake Pedal Position Sensor (BPPS) Learn
Calibration Criteria DO NOT apply the brake pedal during the brake pedal position sensor calibration procedure. Any movement of the brake pedal during this procedure will cause the calibration procedure to fail. If this occurs, the BPPS calibration must be repeated. BPPS calibration must be performed after the BPPS or body control module (BCM) have been serviced. The calibration procedure will set the BPPS home value. This value is used by the BCM to determine the action of the driver applying the brake system and to provide this information to the vehicle subsystems via the serial data communication bus.
Apply the parking brake.

Place the transmission in the PARK position for automatic transmission or NEUTRAL for manual transmission.
Install a diagnostic scan tool.
Key ON, engine OFF, select Body.
Select BCM (Body Control Module).
Select Programming.
Select the Brake Pedal Position Sensor Learn procedure and follow the directions displayed on the screen.
Check all vehicle lights for correct operation.
Program SDM Primary Key to BCM
Install a diagnostic scan tool.
Key ON, engine OFF, select Body.
Select BCM (Body Control Module).
Select Programming.
Select the Program SDM primary key to BCM procedure and follow the directions displayed on the screen.
Perform the Diagnostic Repair Verification after completing the proceeding procedures.

[LSavvy]

Hey Davo any chance you can email that to Heartless Holden?

ps, they also forgot to mention you need both keys:goodjob:

Serious question - What happens if you are away from home on holidays and have a BCM failure and only the one key with you?

[planetdavo]

I honestly cant pretend to know much about the technicalities of this area LSavvy. Just posted the info to perhaps give people a bit of a breakdown of the procedure they sound like they attempted.
I have heard in the past that if you replace one VE key you also need the other one to "match" at the same time, but don't know any more than this.

[LSavvy]

Sounds like a pain in the backside to program keys.

In the past with pre VE remotes fitting a new BCM needed 2 keys programmed which they would normally remove the key from the first programmed remote and fit it to the next remote and program it, why couldn't it be done with VE's?:confused:

If a BCM is replaced new remotes are needed so why would they need the spare key?

On a side note, why are we being so civil in a Holden dealer thread:)

[Uwish]

I tried to buy my first E Series HSV with Heartless Holden Parramatta.
Got told to piss off basically.

I then went to Hunter Holden Ryde. Best thing I ever did!
2 hsv's down and if I ever buy a new one it will be from them.

But a S/C 5ltr GT is next!

[VE SS UTE]

well what a difference 10 kilometres makes.

Hunter Holden fixed the car, no quibbles, didnt try to pass the buck, apologised on behalf of Holden for the stuff up from the Heartless bunch.

I asked them what caused the brake light stuff up (the original problem) and they replied that it is generally caused by excessive voltage spike through the tow bar harness as a VE commodore cannot take a large quantity of power through this end of the car. I have put in an Aftermarket harness and not a Genuine one and this cannot sense the spike.

There is a fix which is to install a new harness designed by Holden for towing. It costs about $250 installed.
I told them to go ahead.

these guys offer you Genuine coffee, Juice, water etc.
They wash the car for you, even though its a warranty claim.
They kept me informed all the way through.
At the completion they gave me the keys and said well ring you next week for payment as we can see youre in ahurry and we have taken a little longer than expected to do the work.

At no time did they bag out heartless.
They told me that under no circumstances was the computer module affected by my CHE tune or exhaust.
They told me that despite the tailgate problem showing on Holdens computer that it had not been done, It was definately fixed on my recent visit and the previous dealer had simply not marked it off on the computer.

Well Heartless, i have never heard so many lies in my life.
Hunter, the professionalism shown has now moved me to write and talk about your service so lets hope your good turn does not go unrewarded.

[Mad4Monaros]

well what a difference 10 kilometres makes.

Hunter Holden fixed the car, no quibbles, didnt try to pass the buck, apologised on behalf of Holden for the stuff up from the Heartless bunch.

I asked them what caused the brake light stuff up (the original problem) and they replied that it is generally caused by excessive voltage spike through the tow bar harness as a VE commodore cannot take a large quantity of power through this end of the car. I have put in an Aftermarket harness and not a Genuine one and this cannot sense the spike.

There is a fix which is to install a new harness designed by Holden for towing. It costs about $250 installed.
I told them to go ahead.

these guys offer you Genuine coffee, Juice, water etc.
They wash the car for you, even though its a warranty claim.
They kept me informed all the way through.
At the completion they gave me the keys and said well ring you next week for payment as we can see youre in ahurry and we have taken a little longer than expected to do the work.

At no time did they bag out heartless.
They told me that under no circumstances was the computer module affected by my CHE tune or exhaust.
They told me that despite the tailgate problem showing on Holdens computer that it had not been done, It was definately fixed on my recent visit and the previous dealer had simply not marked it off on the computer.

Well Heartless, i have never heard so many lies in my life.
Hunter, the professionalism shown has now moved me to write and talk about your service so lets hope your good turn does not go unrewarded.


So you are only paying for your new harness then?

Great to hear everything is ok now.

[Highway]

I also have purchased 3-4 cars from Hunter and there service dept ( & sales ) has always been good.

They also have a good mobile service which covers all of Sydney.