HSV - arrogant or incompetent? [Archive] - Australian LS1 and Holden Forums

Andrew297

01-11-2006, 05:34 PM

Ive bought two HSVs new - one VX2 and now I have the Z - so I would be in their database.
I registered on the HSV website for info on the new E series.
I live four hours from a capital city so dont have a local HSV dealer.

Have I received any info on the new E series? Nope. Nothing. Nada.
No catalog, no invite to drive/view them. No invite to a "local" launch.

Despite complaining, I still dont get the magazine and the constant offers and freebies I got after buying the VX are nonexistant since buying the Z.

HSV may have aimed for the Euro marques with the new E series but their marketing and service fall a long way short of those ideals. Why did they bother collecting requests for info on their website?

If anyone from HSV wants my details they are welcome to PM me.

<end of rant>

Any one got an FPV catalog handy???? :hide: :lmao:

Martin_D

01-11-2006, 05:37 PM

Pffft. Stuff the stockers. You have an invite from me to come down and drive our Gen-TT Intercooled Twin Turbo VE SS. Drop me a PM, come down and have a taste, and I will even line up a spankers VE GTS and VE Clubby for you to steer at the same time :)

Deal? :cool:

VZKOOP

01-11-2006, 05:45 PM

How can you knock that back?

I'll be in SA this month sometime. No date fixed yet. I'd be interested in that offer Tuna. The TT is an option I'm looking at for the Monaro at the moment.

Andrew297

01-11-2006, 05:47 PM

planetdavo

01-11-2006, 05:55 PM

What, even more junk mail in the letter box...?

jerrel

01-11-2006, 05:57 PM

is this offer opend up to everyone?? :drool::drool::drool::drool:

planetdavo

01-11-2006, 06:01 PM

is this offer opend up to everyone?? :drool::drool::drool::drool:
These "invites" are a dealer invitation to try and sell you a car. If you really want salespeople swarming around you, feel free to be piss#d off not getting an invite mailed out.
You don't need an invite to look at them.

macca33

01-11-2006, 07:01 PM

No, I don't 'spose he needs an invite, just an 8 hour round trip to be able to go and see one in the flesh, hence, the requests for HSV to actually show some consideration to one of their loyal customers and provide some mailed out sales brochures, or for a dealer to contact him. Yep, they probably are flat out with the new car release, but some customer service would be in order. I don't think he's expecting the world there at all. Whaddya' reckon???

We are all blatantly aware that the nice friendly service ends once you've handed over your cash and walked out the door.

Martin_D

01-11-2006, 07:14 PM

I think he meant the offer of beating up on my Gen-TT Intercooled Twin Turbo VE :)

planetdavo

01-11-2006, 07:20 PM

No, I don't 'spose he needs an invite, just an 8 hour round trip to be able to go and see one in the flesh, hence, the requests for HSV to actually show some consideration to one of their loyal customers and provide some mailed out sales brochures, or for a dealer to contact him. Yep, they probably are flat out with the new car release, but some customer service would be in order. I don't think he's expecting the world there at all. Whaddya' reckon???

I promise you they are nothing more than a sales pitch.
If he feels a need to be "pitched at" to feel more important to HSV, that's his own need I guess.....

SSBarney

01-11-2006, 07:31 PM

I promise you they are nothing more than a sales pitch.
If he feels a need to be "pitched at" to feel more important to HSV, that's his own need I guess.....

Well Tuna did a way better job of providing a pitch with some service than HSV did. And he'll end up with a far more unique car if Tuna sells to him rather than a HSV tosser salesman.

planetdavo

01-11-2006, 07:34 PM

Well Tuna did a way better job of providing a pitch with some service than HSV did. And he'll end up with a far more unique car if Tuna sells to him rather than a HSV tosser salesman.

Maybe Tuna is just pitching for his own business in this thread after all.
Like HSV would be on this forum all day and night?
They have better things to do than be chopped down by people like Tuna every day.
These mailouts are done by the dealer, you should know.
HSV make the car and do the corporate advertising.

jerrel

01-11-2006, 08:16 PM

I think he meant the offer of beating up on my Gen-TT Intercooled Twin Turbo VE :)

ya ya!!! :drool::drool:

Martin_D

01-11-2006, 08:17 PM

Maybe Tuna is just pitching for his own business in this thread after all.

Hey Planetdavo, I used to think you werent so clever and all, but you got me there....imagine advertising what you sell! :idea:

HRT Stroker

01-11-2006, 08:19 PM

You'd be suprised by how often HSV personel are on this site.....

didn't take them long at all to arc up about the HSV VE picks we scooped!!

Lofty

01-11-2006, 08:21 PM

HSV E series = :spew:

CarlFST60L

01-11-2006, 08:30 PM

I spoke to five dealers today over the phone, and they all but one came back with what i wanted in about an hour or so of calling, car is ordered, delieved on the 9th Nov :dance:

Ghosn

01-11-2006, 08:35 PM

I spoke to five dealers today over the phone, and they all but one came back with what i wanted in about an hour or so of calling, car is ordered, delieved on the 9th Nov :dance:

Which car?

Andrew297

01-11-2006, 08:44 PM

These "invites" are a dealer invitation to try and sell you a car. If you really want salespeople swarming around you, feel free to be piss#d off not getting an invite mailed out.
You don't need an invite to look at them.

I think you missed my point. Of course I can go to a HSV dealer and see a car! I would think that in marketing 101 class they would teach you that sending a brochure for a new model to a 2 time buyer is a GOOD IDEA.
My second point was that, pre-release, on the HSV website they asked people to register for info and a brochure when they became available. Why do this if you arent going to follow it up?

SCiFiRE

01-11-2006, 08:57 PM

R8VX2

01-11-2006, 09:16 PM

I think you missed my point. Of course I can go to a HSV dealer and see a car! I would think that in marketing 101 class they would teach you that sending a brochure for a new model to a 2 time buyer is a GOOD IDEA.
My second point was that, pre-release, on the HSV website they asked people to register for info and a brochure when they became available. Why do this if you arent going to follow it up?

Yep, I tried to register for a brochure on their web site, but it said that I was already in their database. Haven't received a thing. That's par for the course though. I didn't get the dozen red wine they were supposed to send me for buying my VX2 R8, or the 2 HSV jackets that I was promised because they stuffed up the order. Their customer service leaves a lot to be desired. :flipoff:

gavinx8

01-11-2006, 09:19 PM

CarlFST60L

01-11-2006, 09:21 PM

Which car?

E Series R8, Black, M6

Belzey

01-11-2006, 09:27 PM

E Series R8, Black, M6

Did you get it for the price you wanted FST57L? I bet you are excited :dance:

mustanger

01-11-2006, 10:24 PM

E Series R8, Black, M6

PURE HORN:thumbsup:

NickS

02-11-2006, 03:48 AM

E Series R8, Black, M6

Awesome Carl ... so is this getting the TT ??? Delivery 9th November ... damn you guys and your short waits :lol:

Just for information, I received 2 seperate E Series brochures within 2 days of the launch, one from a dealer and 1 from HSV. I didn't request either of them. Maybe you have just been unlucky, I reckon if you contacted the dealer you bought the Z from and asked for a brochure you would have one pretty soon.

team illucid

02-11-2006, 06:49 AM

Awesome Carl ... so is this getting the TT ??? Delivery 9th November ... damn you guys and your short waits :lol:

Just for information, I received 2 seperate E Series brochures within 2 days of the launch, one from a dealer and 1 from HSV. I didn't request either of them. Maybe you have just been unlucky, I reckon if you contacted the dealer you bought the Z from and asked for a brochure you would have one pretty soon.

Nothing to do with the fact that you own perhaps the greatest car that HSV ever produced :)

blackbettyhsv

02-11-2006, 07:35 AM

andrew 297 I brought my first VX clubby 6 years ago, at colin watson traralgon, they took me & the misses to see the cars getting built before we signed. through that time the services have been good, also I just sold the clubby privately to a bloke in safety beach melb, the car yard in mention, were Im just about to order my new ve clubby, were even going to deliver my vx to the private owner if he could not get to traralgon. all part of the service in the country mate. remember 1 thing hsv only supply the cars, people should be slagging the yards were the issues are, with my new car I was invited to all revealing nights, drove a SS, calias, & gts, was shown standard & leather interior, just a matter of placing the order know. cant complain were I order from good luck

chops

02-11-2006, 07:51 AM

wow. Thats a pretty good offer street tuna. As was said, yeah your selling your product, but geez, i know guys that would nearly sell their soul just for a ride in something like that (me included) let alone a steer.

Simple.
Ring the man, actually be seriously considering a purchase, and I'm sure you'll get all the laps you need.

SV99

02-11-2006, 08:36 AM

There is prob a database or email box full of those requests that no one has bothered to check. :errr:

SSBarney

02-11-2006, 08:56 AM

Maybe Tuna is just pitching for his own business in this thread after all.
Like HSV would be on this forum all day and night?.

Of Course Tuna is just trying to sell. Service Sells your products.

My point is that it is a waste of leads for HSV (or dealers) to not be fully utilising the database of customers, leads and eventual sales.
The dealers did not need to be on this forum, the guy kept submitting his interest via their website....., which one can only assume is suppose to be a part of their marketing.

planetdavo

02-11-2006, 04:25 PM

I think you missed my point. Of course I can go to a HSV dealer and see a car! I would think that in marketing 101 class they would teach you that sending a brochure for a new model to a 2 time buyer is a GOOD IDEA.

I know how much these mailouts REALLY cost. Glossy colour brochures are NOT cheap. Multiply that 3000 odd sales per year over about the last five years for an example, and, yes, I understand a point out of this.
There has been SO MUCH media publicity about VE/E series, that only a caveman hiding under a rock could avoid knowing what's going on. Why spend so much extra money on top of all that again to do what? Soothe some ego's or something...?
I do understand your point, but really, come on.....

CarlFST60L

02-11-2006, 05:42 PM

Does anyone really get a call and go, yeah, ok, i wasnt thinking of it, but now that you mention it, heres $80K for a new car... Were not talking about low cost items which mas mail outs work on, were talking about expensive machines that are sold to enthusists...

I would think, as a sales manager, that you would generate far more time wasters that its worth....

In saying that, i know lexus do have a marketing compain that works well with top end customers, maybe if its done corectly, it would certainly work...

I know that 4 out of 5 dealers i rang basically wanted proof i wasnt a time waster calling around trying to get a price then they never hear from me, or have them spend hours trying to organise a deal, then change my mind.

Time wasters, tyre kickers :rolleyes:

Andrew297

02-11-2006, 07:12 PM

I know how much these mailouts REALLY cost. Glossy colour brochures are NOT cheap. Multiply that 3000 odd sales per year over about the last five years for an example, and, yes, I understand a point out of this.
There has been SO MUCH media publicity about VE/E series, that only a caveman hiding under a rock could avoid knowing what's going on. Why spend so much extra money on top of all that again to do what? Soothe some ego's or something...?
I do understand your point, but really, come on.....

I guess we have to agree to disagree.

Soothe egos or engage in some basic brand marketing? By my maths 3000 owners x 5 years x $20 = $300,000 to get straight to your customer base. If HSV are serious about being a Euro prestige competitor then thats a BASIC first step - look after your existing customers.

And you still havent addressed the website request form.... :rolleyes:

bennoxr8

02-11-2006, 09:05 PM

Regardless of whether its HSV or dealers who are responsible for physically sending the collateral, there is clearly a complete lack of customer relationship management (that's marketing 102).

It is a bucket load cheaper to retain an existing customer than it is to recruit a new one (101 or 102... not sure). So it's either an oversight which is isolated to a select few or perhaps the infrastructure to do such a thing does not exist.

Its amazing to think of the companies spending a load of $$$'s to do the customer relationship management thing right for a product like magazine subscriptions (at ~$80 p.a.) and there are auto mobs who stand to make an additional sale of ~$70k and they're not interested.

...still on soap-box...

To extend on your point Andrew297, if HSV are attempting to attract the Euro buyers, they had better lift their service level. A lot of Euro tyre-kickers are the one's who don't mind paying full list price just so long as they get a basic level of service in return...Holden/HSV not fitting this pre-requisite in my opinion.

Roger

02-11-2006, 10:08 PM

HSV's after sales follow ups appears to be handled by one lovely lady. I just think they're too tight to get some help for her.

They stuffed up my 'gift' and other things, but the lady at HSV did all she could - there was incompetence - but not hers.

I think they lost sight of the 'personal' touch some years ago.

1. I got sent a second authenticity certificate........

2. Got the 'gift' I didn't ask for.

3. And don't think the Aon-CGU insurance is anything to write home about - got a quyote that was some $30 less than what I could get as a pleb over the web with CGU. Rang & told the lovely lady at HSV, as that reeks of total crapness - however, they are an insurer afterall........she was getting the marketing people to look into it....

R

planetdavo

03-11-2006, 04:47 PM

And you still havent addressed the website request form....
Didn't feel like it.
But, I'm sure at some point that yourself and the probably THREE MILLION OTHER PEOPLE that registered will all be emailed back.
Wonder if even 10 people are actually serious potential buyers?
Doubt it.
As to the people suggesting HSV's advertising is totally flawed by not doing a mailout, I sure they'd be shaking in their boots having forgotten that, considering they just had their GREATEST EVER monthly sales figures.....

Senator05

03-11-2006, 09:15 PM

Didn't feel like it.
But, I'm sure at some point that yourself and the probably THREE MILLION OTHER PEOPLE that registered will all be emailed back.
Wonder if even 10 people are actually serious potential buyers?
Doubt it.
As to the people suggesting HSV's advertising is totally flawed by not doing a mailout, I sure they'd be shaking in their boots having forgotten that, considering they just had their GREATEST EVER monthly sales figures.....

And that's probably the same attitude that HSV had to addressing website requests.. didn't feel like it. Let me guess, Planetdavo, you don't run a business. You sound like a 9-5 clock-watcher, and customer service is a buzzword that will eventually go away...just like those pesky customers will. Just let the phone ring a few more times, maybe they'll leave us alone.

MORAL: If you don't want to offer a service, DON'T !!

Anyway, congratulations to anyone who found anything of quality or substance on the HSV website. If my GTS navigated anything like their website, I'd end up back in my garage every time I pressed "Track Mode".

planetdavo

04-11-2006, 08:17 AM

And that's probably the same attitude that HSV had to addressing website requests.. didn't feel like it. Let me guess, Planetdavo, you don't run a business. You sound like a 9-5 clock-watcher, and customer service is a buzzword that will eventually go away...just like those pesky customers will. Just let the phone ring a few more times, maybe they'll leave us alone.

MORAL: If you don't want to offer a service, DON'T !!

Your simpleton comments mean you obviously haven't read my ebay feedback. You will be cut down in 2 seconds..:D
You've obviously NEVER dealt with me in my work enviroment either. My "real" customers are well aware of my abilities, not some nobody on a forum...:whip:

seldo

04-11-2006, 10:24 AM

This response to website requests isn't limited to HSV. Before I bought the X8 I was looking at an RV troopy.I had sent 3 website emails over a period of 3 weeks asking for the same as Andrew 297 and not one respnse not even a system generated response. Why have that function on a website if no one follows up.
None of the local dealers and motor shows had any on display. Whether they had any or not a response should have been in order.
So due to their lack of whatever they missed out on the sale of a $60,000 plus vehicle.
Before I bought my Senator I had originally set-out to buy an XR6T. I logged a request for a brochure and some information on their site and waited....and waited.... so I sent a 2nd request....and waited. Eventually I went to see a dealer, but that's another long story in itself. About 6 months after I'd bought the Senator......I received the follow-up from Ford... Bit late pally...

team illucid

04-11-2006, 10:31 AM

planetdavo

04-11-2006, 10:41 AM

:lol: ebay feedback, the backbone of civilisation ...
Most of the time when selling, and there is FAR more truth in their feedback than the ramblings on this here forum...
Dud someone and it will show. Treat someone well and it will show. Why do you think www.ls1.com.au now has an "itrader" rating..???????????????????
Doing an ebay buddy, because it works almost all the time....

Curtis-R

04-11-2006, 12:40 PM

Yeah well with HSV having now pumped out 50,000 Cars, I just don't see them as such a unique buy anymore..and for some reason the sales pitch
is fairly far from impressive. I think its obviously down to the dealers as someone mentioned.

Although when I was at their headquaters the other week I noticed a few
plaques on their wall showing a list of loyal repeat owners.

Holdendriver

04-11-2006, 02:05 PM

Senator05

04-11-2006, 05:00 PM

Your simpleton comments mean you obviously haven't read my ebay feedback. You will be cut down in 2 seconds..:D
You've obviously NEVER dealt with me in my work enviroment either. My "real" customers are well aware of my abilities, not some nobody on a forum...:whip:

I take a lot of faith in eBay comments, it's how everyone does business.

"Yes, you can trust me to look after you and your car...just look at my eBay feedback.. "

and yes, I've never dealt with you in your work environment. I didn't feel like it...

You're so pathetic, it's ALMOST humorous !!

German Statesman

04-11-2006, 05:01 PM

I take a lot of faith in eBay comments, it's how everyone does business.

"Yes, you can trust me to look after you and your car...just look at my eBay feedback.. "

and yes, I've never dealt with you in your work environment. I didn't feel like it...

You're so pathetic, it's ALMOST humorous !!

As the yanks say,

Owned!

:lmao:

seldo

04-11-2006, 11:09 PM

I can't say as to if it is incompetence or arrogance but I would lean towards incompetence. They were just as bad when I bought a VS clubsport, back in 1996! Never had a complaint with the vehicles or the dealers I bought them off but HSV themselves, thats another story.
At least their lack of customer service is consistent. :D :D
Unfortunately, it's certainly not an exclusive club...you can bundle pretty-much all the manufacturers into the same basket, local or imprted. But, take heart...they all do like to oil the squeeky door.
So, if you've got a problem, put it in writing ( I always address it to the Managing Director - Private and Confidential)...you'll find that they say to their underlings..."just fix this and make it go away"