Holden has responded to an ACCC investigation by implementing Australia's first automotive refund and replacement scheme for customers who experience major problems in the first 60 days of ownership.
The ACCC had received a number of complaints by consumers and found that Holden is "likely to have contravened the consumer law" in a number of ways, including refusing car repairs serviced outside its dealer network or purchased secondhand.
ACCC chair Rod Sims claimed that Holden "misrepresented to some consumers that it had the discretion to decide whether the vehicle owner would be offered a refund, repair or replacement for a car with a manufacturing default and that any remedy was a goodwill gesture."
However, now Holden will offer customers a refund or replacement if any defect prevents cars from being drivable within two months of the purchase. This is known as the 60 Day Policy, and Holden says the voluntary program will provide customers "with a quick and easy remedy if their vehicle experiences a defect that causes certain outcomes to occur within the first 60 days from the date of purchase of the vehicle."
In addition, the brand has committed to amending internal policies and revising staff training so employees are aware of consumer rights, reviewing recent complaints and being more open with customers.
Peter Jamieson, Holden's executive director of customer experience, says "we do recognise there have been some situations in the past where we could have done better."
In addition, he says "At times our responses to customers have been too heavily influenced by vehicle warranties... We have been proactive in reviewing how we respond to customer issues."
Sims has welcomed Holden's response.
"These are great commitments that will have a significant and positive impact for consumers", and adds that "The Australian Consumer Law includes guarantees that provide remedies for major and minor faults in motor vehicles. The consumer guarantees operate separately to the manufacturer's warranty, and cannot be modified to require consumers to have their vehicles serviced by authorized dealers in order to obtain a remedy."
Keep updated with the latest info and check out the video below from the Holden Jogja Gathering Club to see just how much Holden is a part of Aussie life!