HSV Forum


Page 2 of 3 First << 123 Last >>
Results 11 to 20 of 24
  1. #11
    Join Date
    May 2016
    Posts
    30
    I remember when I got my first car as a P plater, the dealer left a bottle of champagne on the front seat... not sure what he was trying to say there: probably not a good idea to advocate drink driving :P

    Best part of my latest purchase was the turn around on deal. Called dealer on the Friday morning with my pricing, did a little too and fro, had an agreed and deposited price in the arvo, did a test drive on Saturday and then drive off the floor on the next Tuesday.

    The other "memorable" part of the experience was the boatload of post sales surveys I've received. In the mail, in my email, phone calls, texts, in the dealership. Talk about feedback galore! I better win one of the many prizes I'm supposedly in a draw for!

  2. #12
    Join Date
    Feb 2014
    Posts
    4,491
    I am more than happy to share my terrible experience and name names.

    So it was the 28th Nov 2016 and my wife and I wanted to upgrade to a larger car, after doing some market research and speaking with a few people we decided on the 2017 Holden Trailblazer.

    So the wife, myself and our baby daughter went to Gateway Holden in Wollongong NSW and our sales rep's name was Sam (male salesperson)

    So we finally did the deal after an hour or so of negotiation, then after 2hrs of going through all of the paper work and options that we dont need and pleading that we need to leave as our child needs to sleep we left but before we left we were hit with a $60 fee on top of our original deal to have black and white number plates, by this stage it was a case of whatever we need to leave right now this child is going to scream and cry. My wife actually had her asleep on her shoulder during all of this.

    This cost us big time on the trip home, tears were a plenty.

    Anyway before leaving Sam told us he would be in touch with a delivery date, several days passed, several text messages were exchanged and eventually 10 days or so later a delivery date of 7th of Jan was provided.

    Come the 7th of Jan the car wasn't ready. We phoned several times without our calls being returned over a period of 3 days, by the 4th day I asked to speak with the dealer principal. Then around the 14th of Jan it was finally ready, we were told come down at 12pm and the car will be in the showroom with a bow on it ready to pick up.

    We got there at 11:45am like most normal people you dont want to be late, we saw the car parked outside without any number plates fitted, without the bow fitted and without some sunshades fitted which we optioned the car with.

    Ok we thought we are early lets wait it out, 12pm rolls around they finally drive it inside the show room.

    Ok we cant wait around any longer lets get out of our car now and go inside.

    We go inside wife, baby and myself we go straight to reception "Hi we are here to see Sam at 12pm we are picking up our new car today" she responded with ok no problem take a seat he will be with you shortly.

    But where was Sam....15min later we go up to the reception again Hi we are waiting for Sam..."Ohh I think he is around somewhere...I'll page him"....umm why didn't you page him 15min ago?

    So another 15min passes and Sam shows up "Hi guy's sorry for the wait, I've been really busy"....I respond with "Hi Sam can we get this done ASAP we have already been waiting half an hour" (If you have kids or a baby you know time is everything) he responds with "yep no problem we will make this fast"

    We go over to the car, the bow tie crap isn't on the car, he panics and says "wait I'll put the bow tie on", we say "we dont care it's fine".....we just want to get this over and done with.

    So then he asks us to sit down, we wait and he comes back with some paper work, we hand him over the bank cheque he gives to that some other bloke this took another 30min, then as this is taking ages he offers us a drink.

    "Yes we are now dying do you have any water" ok 5min later we get some water....alive again.

    Another 20min passes we sit waiting for some idiot to fit our number plates to the car, whilst this is happening we decide to just take a look at the car inside and out etc.

    Ok so all up it's been bloody ages and now we are insisting we have to leave again, number plates are still not fitted, my wife goes and gets in her car with our baby, whilst Sam and some other idiot are screwing number plates finally on to the trailblazer.

    Yep all good whatever I leave, the wife calls me, "Do you know you have a brake light out"...."no I didn't know that, but I do know that I only have less than a 1/4 of a tank of fuel and probably need to stop and fill it up, i'll go back to the dealer and see you at home".

    I go back and drive it into servicing and tell Sam the brake light is out and there is less than a 1/4 of a tank of fuel.
    He responds with "was a full tank of fuel part of the deal"...I respond with "I've never purchased a new car that hasn't had a full tank of fuel".

    He says "Ok please take a seat I'll have someone look at the brake light. I'll also try and push for you to get the fuel".

    I sit there for nearly an hour, during this time Sam comes up to me once and pleads with me to give him and the dealership a good review, I am not very responsive at this stage.

    Then he comes back at the hour mark to tell me the service manager needs to speak with you....I am like what the hell for it's a brake light just change it. All this time I thought they were out getting fuel and changing a light globe.

    Anyway the service manager tells me the BCM controls the brake lights and the car has a faulty BCM and needs to be replaced. during this he stops looks over his shoulder and see's the car...Ohh no looks like they have fixed it.

    I'm thinking yeah right they fixed it, it probably came good some how.

    Ok so by now this has been bloody hours I'm clearly pissed, the dealer principal says he will meet me across the road at the BP to fill the car up for me.

    I drive over he spills fuel down the side, maybe the fact that steam is coming out of my ears by now and I look like I could lose my sh1t any second and that I have lost a whole day to this crap or he is just as stupid as the rest of them. Anyway yeah whatever thanks for the fuel see ya.

    I get home and the parking sensors are not working, Ok maybe it's me and I dont know what I am doing, I pull out the manual, try again, nope not working.

    I have to run down the road, okay weird now they are working again...what was I doing wrong the first time is what I'm thinking, I call my wife and get her to meet me out the front so i can have her walk in front and behind the car and nope the sensors are not working again.

    I call the dealer I'm pissed at this stage, I tell him whats going on, I tell him the car is a lemon, and I also tell him to get back my bank cheque im bringing the car back.

    I bring the car back, ohh we are so sorry this has never happened before, please don't blame us, it's the car, yeah whatever to be honest this whole experience has been the worst new car buying experience ever.

    End of rant, dont ever buy a car from gateway motorgroup.

    2014 HSV GenF-GTS fitted with a Forced Induction Interchiller
    http://www.facebook.com/ForcedInductionInterchillers
    Australia's outright Fastest VF GTS & Fastest 6.2L 1900LSA with a stock bottom end
    9.700 @145.22mph 21/June/2017
    V-Box Results 0-100km/h in 2.47sec

    Looking for colder IAT's? we have achieved 11c IAT2 on a 41c day and -8c during winter.
    We have proven cabin AC vent temps are better than GM spec, both IAT2's and vent temps are all on video with nothing to hide.

  3. #13
    Join Date
    Sep 2010
    Location
    Western Victoria
    Posts
    813
    Gen-F, sounds like a really crappy experience. Did they give your cheque back or give you the best of luck the service department will fix it story?

  4. #14
    Join Date
    Feb 2014
    Posts
    4,491
    Quote Originally Posted by dgp View Post
    Gen-F, sounds like a really crappy experience. Did they give your cheque back or give you the best of luck the service department will fix it story?
    I got the bank cheque back and have since done a deal with a different dealership.

    2014 HSV GenF-GTS fitted with a Forced Induction Interchiller
    http://www.facebook.com/ForcedInductionInterchillers
    Australia's outright Fastest VF GTS & Fastest 6.2L 1900LSA with a stock bottom end
    9.700 @145.22mph 21/June/2017
    V-Box Results 0-100km/h in 2.47sec

    Looking for colder IAT's? we have achieved 11c IAT2 on a 41c day and -8c during winter.
    We have proven cabin AC vent temps are better than GM spec, both IAT2's and vent temps are all on video with nothing to hide.

  5. #15
    Join Date
    Apr 2007
    Posts
    2,338
    Im curious why on earth do the dealers put a big red bow tie on the bonnet? Does it make the customer all fuzzy and weak at the knees when they first see the car seems like a nice touch I guess but id be more worried the bow tie scratches the bonnet

  6. #16
    Join Date
    May 2013
    Location
    Sydney
    Posts
    337
    Quote Originally Posted by GenF-GTS View Post

    End of rant, dont ever buy a car from gateway motorgroup.
    too late,

    hopefully all goes well for me, car supposed to be ready next week.
    2017 Tourer R8 30th Anniversary
    2013 Gen-F R8 SV Tourer manual - gone

  7. #17
    Join Date
    Sep 2010
    Location
    Western Victoria
    Posts
    813
    Quote Originally Posted by GenF-GTS View Post
    I got the bank cheque back and have since done a deal with a different dealership.
    Great job, that would have improved the experience on the day, I'm sure.

  8. #18
    Join Date
    Feb 2017
    Location
    Hong Kong
    Posts
    131
    Sure sounds like there has been some very distressing experiences out there. Thanks for sharing those stories GENF-GTS and KornyJ. Sure gives support for my decision recently.

    I got caught up in the hype and rush to secure "one of the last" and got tangled in a web of misinformation by a dealer keenly focused on the sale as opposed to the customer. (understandable, it is their job after all, but the customer service had a lot to be desired and did not meet the expectations of purchasing a car of this value)

    This story begins last year, when my Mrs quite surprisingly simply stated yes to "The Question" ( Can i get one - lol ). She is very much aware that the Holden Brand runs long and deep in our family blood. (We have members across two generations that pays homage to the late and great Peter Brock.)

    So the ultimate decision fell back to me, can i afford one. So i let fate decide. October 2016, on one of my trips back to Australia, I had the opportunity to extend my stop over long enough to visit my local HSV Dealer. Arrived on the doorstep at opening time, and went straight to the White GTS on the floor. A young lady came over to see if should could assist. I was only able to stay for about 30 minutes and left my contact details and information. Making a request at the time for a possible test drive on the next visit in December. Alas no contact came, no test drive in december, sad panda saying "well fate decided"

    Fast forward to Feburary 2017, browsing the net....."GTSR Announced!!!!"

    I immediately sent a message to my brother. "Hey bro can you help me get one." He contacted the dealer that sold him his HSV a year earlier. He had a very good experience with this salesman, and was happy to recommend him.

    So i made contact, The dealer expressed that they were almost sold out and only had very limited allotments left. He said "to secure this slot i would have to put down a deposit and sign a contract that is not subject to finance". Which i foolhardly did. Very quickly i got the feeling that this dealer did not actually have any allotments left and was fishing around other dealerships to secure a car for the sale. He refused to respond via email to many of the questions i had asked. He also never followed up on the things he promised. I had many questions about the available options like spare wheel, car cover etc. For two weeks i kept asking for information on options. Waited a couple of days by the phone that he promised a member of his staff would call me. Nothing. I kept contacting him trying to get confirmation that he did actually have a car for me, as he still hadnt provided me a Holden Order number that he promised would be provided after i placed a deposit. ( 3 weeks had gone by and I was aware most dealers had a cutoff for colour choice by the 28th Feb.) the week leading up to the 28th Feb I was becoming an anxious wreck, wondering if i would even have the chance to get a car. An hour before closing time he called to say he can now confirm he has a car due for delivery in August. The next day i contact him again about available options. He quickly responded saying "Sorry, order is now closed and locked, cant change any options." The veins in my forehead almost exploded. A car colour being locked out i could understand, but not being able to add a spare wheel or car cover to an order due for delivery on a car that is to be delivered in 6 months was ludicrous to say the least.

    I still felt something wasnt quite right, even though i was told the car was secured, he refused to provide an Order Number (GMON), citing that it doesnt get produced until the base car is on the production line ( i think he was confused between GMON and VIN). On a separate line of enquiry, i contacted HSV to see if it were possible to organise photos of the car whilst it is on the production line in Clayton. They were more than happy to assist.

    The following day i get a very rude email from the dealer saying that they were contacted by HSV enquiring about the expected delivery time, and were wondering why i kept challenging them???. I responded to the dealer that it was for the purpose of arranging photos ahead of time. I also took the opportunity to again enquire about the GMON. To which he pointed out again quite rudely, that i wont get it until June.

    There is quite a lot of other exchanges that took place, that i was not very impressed about. The dealer was quick to respond to anything that challenged his sale, but very slow on customer requests for other topics. My second biggest concern next to actually securing a car, was the after sales care and dealer / customer relationship. What would it be like to deal with this group should i have any problems or issues with warranty or other such things.

    So i sent an email later that day stating that i wish to cancel the order. (Understanding that it would more than likely result in loosing my deposit.) The response i got was " Don’t let the lack of information to allow yourself to miss out on this GTS-R"

    Interestingly, the very next day, i recieve an email from the dealer " here is your GMON car build in May delivery will be in June" Pretty much destroyed any remaining credibility that the dealer had in my mind. Considering we had already spoke at length that i couldnt accept delivery due to self arranged finance prior to August. I kind of suspected this was their intention all along. Get an early car, place it on display for a couple of months, then deliver it to the customer on guaranteed sale. (Reason why no GMON to track it early?) Lots of questions in my mind.

    So i consider the deposit i stand to loose with this dealer, as a downpayment of relieving myself of a future bad experience, and stress. And if they dont refund the deposit, then it validates that i did the right thing in finding another dealer with " Customer Service" high on their list of principles. If that dealership refunds the deposit, then i would simply put it down to difference in expectations between customer and seller.

    Now here is where something happened that i did not expect. I spoke to a couple of members via PM on these forums, and my goodness, the enthusiasm and concern for fellow members is amazing. I had guys call me up from Australia to talk to me whilst overseas at their own cost, wanting to know how they could help. The memberbase here truly is founded on family like principles. I cannot wait to meet up with you all and shout you a couple of beers and more. Words have no scope for the level of appreciation i have for those in mind. Thank you.

    Suffice to say, i went back to what i would call my " Local" HSV dealer, and the experience was chalk and cheese, Day vs Night. I made it a point that aftersales service, and dealer / customer relationship after the sale was high on my list of priorities.

    The HSV Manager responded very quickly to any and all questions i sent his way. Went in to great detail and depth to some of my " enthusiastic requests". This manager definately meet my expectations, and turned the experience around from one of anxiety and stress, to one of enjoyment and enthusiasm.

    Contrary to what the other dealer was able to do, my " Local " was able to provide a GMON immediately and all the options i wanted well after the supposed cut off date.

    Very recently i had another opportunity to visit the local HSV Dealer between flights back to Oz, meet the dealer, and he reinforced and followed up on the service he was providing via remote communications. He introduced me to all his staff, showed me around the HSV specialised Service center. Even showed me the incredible " Barn finds" that the dealership discoverd and were enthusiastically restoring. Even well after we had already signed the agreement and made the deposists via correspondance the weeks before, He pulled out a GTS MY2016 and took for for a test drive to show me what i could expect.

    The customer service and my expectations well and truly met. The manager even dropped me back to the airport after the visit to catch my flight.

    But I dont want to take away from the work and effort that my previous dealer may have done. From his side of things i may have been a nightmare customer. Who knows, there is always two sides to every story, and my brother had a great experience with him. I think it is important to note that in all transactions some will go well, and others will not, due to circumstances out of the control of parties. Expectations and assumptions not matching up. I am sure the former dealer probably went to great lengths to try and secure a car for me, however he was not upfront with what he was doing, trying to hide the fact that he didnt actually have a car, but knew he could get one. If he had of been open and transparent, i may have stayed with him. He lost the sale not due to cost / price, but due to his trust in the fact that he had a customers deposit, and may have assummed he didnt have to put in the effort to keep it. Either that or he himself was not being told the correct information.

    Either way, i look forward to the day i take delivery of my car, in an enviroment in which i will enjoy, as opposed to ........

    I look forward to taking the car out and enjoying it, getting to meet others in the HSV family throughout Australia. I also sincerly hope that when it comes to discussing my experience in person, i wont need to harbour ill feeling towards a dealership that kept my deposit on a car they never had.

  9. #19
    Join Date
    Apr 2013
    Location
    Melbourne
    Posts
    1,313
    I have purchased 3 cars new, only one from HSV.

    My experience with HSV was nothing special. I wanted a e3 and it was a month before the VF was being released, so I only had what was available from the showroom floor. Purchased from an interstate dealer and was charged inflated transport (dealership added their own margin ontop of Ceva's price, even after I arranged the quote!). Car was delivered at 6pm to the depot, in the dark with wood splints in the springs to stop it bouncing on the train! Was a memorable experience jacking the car up with the standard jack trying to remove the splints so i could drive it home.

    Never received a courtesy/follow-up call from the dealer and It was myself making the call 2 months later requesting if I was ever to receive the 'welcome pack'. I later found out the front bar had been repaired/resprayed and there was bog in the left hand corner of the front bar - I never bothered contacting the dealer as this was 18mths later.

    The little anniversary gifts, personalised calendars and Xmas cards from HSV were a nice touch - something I hadn't experienced with VW. Andrew at HSV has/was very helpful over the time of my ownership and became a trusted source.

    Today I purchased my 3rd new car.. An Audi RS3. The dealer will be transporting the car (free of charge) down on a flatbed and following it in his own car so he can personally deliver it and show me all the features. The dealership is 5 hours from my home, so i find this a nice gesture.
    Last edited by Nath; 03-04-2017 at 03:37 PM.

    Racing... Because football, rugby, basketball & golf only require one ball

  10. #20
    Join Date
    Feb 2017
    Location
    Sydney
    Posts
    48
    I'm in a similar boat..or plane as Air . I was told final colour choice was not need until May/June several times and as recently as mid March. Over the weekend I asked again and was today told this Friday is the deadline. So basically if I didn't ask nobody would have called me.

    On top of that my December build/compliance/delivery is now apparently October. I have made it clear that based on the representations at the time of deposit, I made commitments elsewhere and expect a December build and delivery.

    Seriously, I got better service buying a $13k new KIA Picanto for the office.

    Holden showrooms are a ghost town on weekends. Meanwhile, Mercedes, BMW, Audi, even KIA and Hyundai are a hive of activity. Once the V8 is gone, these 'salespeople' will be struggling to give away water in a drought.







Thread Information

Users Browsing this Thread

There are currently 1 users browsing this thread. (0 members and 1 guests)

     

Posting Permissions

  • You may not post new threads
  • You may not post replies
  • You may not post attachments
  • You may not edit your posts
  •