Hein Gericke Bonus Card

[WGD1340]

Hello everyone,............


Cheers,


Michael Walshaw
Hein Gericke European Marketing Manager

Michael,
I want to thank you very much for your personal response to this post,and have to say, I never expected such a high level response.

It certainly won't mean I will never shop in Hein Gericke again, as yours is the first shop I think of when I need bike gear. (Newry and Belfast stores are my locals). Both our suits I bought last year from yourselves are still going strong and I probably will replace with yourselves too. Just felt that my continued custom was undervalued I suppose....
Biggest thing I had the problem with was this term....

7 "Any points collected must be redeemed by 30 September of the year theat they were earned, otherwise they will become void and be removed from your account on this date"

Does that mean you have to redeem your spend earnings within 12 months of when you use em, and maybe take the discount on something you dont really want, or use it as part discount on something you do need/want.

 

[HG Man]

Digger06: This was probably another unpleasant side-effect of the clustering process, which may have meant that the item we advertised (in advance and while it was in stock) could have been called back and transferred to another country. Also, we did have quite a few deliveries from our suppliers which didn't turn up when they were supposed to. Can you let me know what the items was and I'll see if I can give you a more detailed explanation?

WDG1340: Yeah - I'm not so keen on that point either, but this was something bequeathed to us by our US parent company and we had no choice but to add it to the UK terms & conditions this year (it's been part of the German scheme since day one, but no one told the UK). I believe it's largely due to the fact that throughout Europe we have millions of Euro in what accountants call 'liability' (but I call earned discount) on the cards that was being carried over each financial year. The people who set the CC system up (who are incidentally no longer with the company) didn't really think all the implications of this through and so the parent company Finance people just ordered that the issue be dealt with - because the market is not strong this year, the 'liability' became an issue for them. Again, it's part of that balancing act of being international, but relatively small. However, there are plans afoot to work out a compromise that will keep the bean counters happy, but also makes it worthwhile for customers to cash their points in. Our kit and service has always been of the highest level, but previously the marketing at HG was very slap-dash and more about the company than the customer. But I'm working on unraveling it and putting the emphasis on customer satisfaction. If I do my job properly, I hope that you'll be much happier from October onwards.

Just for the record, I made these posting because it personally - as much as professionally - upsets me to hear that we have dissatisfied customers. The same goes for everyone I work with. Thanks for your understanding and please don't ever think that your custom is undervalued. But if do you feel that it is, please let us know.


Cheers,


Michael

 

[HG Man]

By the way,in my original post I mean't we can't afford to hammer down prices! I think working the BMF (where incidentally we sell stock from all over Europe, some of which has been in storage for quite some time, which is why it seems that we have a lot) last weekend took it out of me!

 

[longdog]

I recently went to the Cardiff HG store for a pair of textile trousers. I wanted the goretex ones, but they were £199. I asked for a discount, but they wouldn't budge. I went to the local Triumph main dealer and bought a pair of Dainese Goretex trousers for £159 and asked for and received a 10% discount off this price! Result!!!!!

 

[JoeC]

Sometimes good customer service from a shop is better than a discount but both would be better!! I always advise bikers to look in HG shops as I think that they have a good range of stock (especially helmets) and don't mind you trying the stuff on (inc the helmets). Once went into a shop in Vauxhall, London and the lady in Metroplolis said that she would only sell my friend the helmet on display - not the ones from stock out back. After my 'discussion' with her my friend and myself walked out and have never returned.
I have always found the HG staff friendly and more than willing to take time out with you.
Mid last year I bought a leather suit and returned it 2 weeks later (never used it apart from walking aorund the house in it) and got a full refund. I was expecting to argue my case and only get a credit note.
I always consider HG when looking for stuff.

HG Man ... is that the wording that we agreed on? Only kidding.

 

[D6]

hg, it was the tank bag with side bags, t0urag

 

[HG Man]

Hi Digger06,

Was that in the catalogue or in one of our folder/pamphlets?



Michael

 

[squid]

I bought one of the TG beige/blk suits last summer. I was unsure due the the colours but liked the fit. I was persuaded after been told I'd get a load of points if i signed up to the card + a free fivers worth of points as a new card taker.

I kept going back in the store to use these points up, every time they hadn't appeared. Must have been back a dozen times still trying to get them added.

Then I saw they had reduced the suit by £200

When I did get the points they added up to very little indeed and the free fiver wasn't in points but a token to use only if I spent another £50.

The staff were helpful but just didn't understand the system.

Anyway, I do like the shop and respect your commitment for posting here

PS, real clever idea opening a shop opposite d&K motorcycles, kept wondering what it was going to be as the refurb from car sales room took place and then thought - smart

 

[Slowdown]

Good on HGMan - I think you're very brave in 'coming out' but all credit to you.

I wish more companies were as interested/forthcoming.