Re: Does HSV understand its Market?
Whilst I think HSV have a damn good product, it is still a mass-produced gadget that comes off the line like a sausage machine, and accordingly has many stupid, yet to some - soul-destroying weaknesses and failures.
That is a given.
But it's how these problems are dealt with that is the measure of a quality up-market product.
There is certainly no doubt that HSV has a long way to go in the aftermarket service area. I am a firm believer that no matter what consumer product you are selling - be it cars, cameras, TVs, fridges or whatever, you can make or break owner satisfaction, and the product's market reputation, simply with the way these problems are dealt with.
It is a man-made, mass-produced product, and therefore it will have the occassional problem. Absolutely no doubt.
But the problem lies in the way these issues are dealt with, or not.
It isn't so much that the car has a problem - it is all about how the issue is handled, firstly on a dealer level, and then, by the manufacturer.
When you take the car in with an issue, and get the old "Oh - they all do that - it's normal", or "that clutch issue is your poor driving", or "That rattle inside the engine is normal - just see if it develops" - it is very disappointing, and, at that point, even though the issue might eventually get fixed, irretrievable damage is already done.
The manufacturers make sufficient profit that any issue should be dealt with immediately and comprehensively if they are to have a hope in hell of maintaing any customer loyalty.
In a lifetime of retail experience I have seen over and over again that it is not the original fault that is the cause of the discontent - it is how the issue is handled.
It always works the same way - there is a fault in the product and the customer takes it back to the seller/dealer. If it is fixed quickly and without argument, the customer goes away happy as if the fault had never occurred.
But - if there is an initial argument or non-repair, it escalates, the service manager gets involved, then the dealer principal, then the manufacturer's rep, and, and, until usually finally the problem is attended to as it should have been from day one.
Result - the owner hates the car, the dealer, the manufacturer, and swears to never buy one again and tells all his friends the same.
Yet - if the issue was handled correctly initally, for far less cost and aggravation, the end result is so totally different and better.
For example - I have a Smeg cooker in my kitchen and after about 6 years the markings on the knobs have worn off. The original warranty was 12 months, so I rang the company in Sydney, explained the issue and asked for a price on replacement knobs for the function and the temperature controls. They said - oh they're $37 each, but that shouldn't happen, so at no cost we'll send you some new ones and a couple of spare ones for good measure. Am I happy ? - yes. Am I concerned that I had the problem in the first place ? - not in the slightest, because it was dealt with appropriately by someone with some savvy marketing skills.
If HSV is to ever become a genuine up-market brand, they need some serious lessons in this regard.
A grumpy old bugga who has been there and done that...