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Jared Hamilton
From: Jared Hamilton
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Bart Wilson

Bart Wilson Director of Operations, Media

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One constant in this business is the poor communications between the manufacturer and the dealer.  My background was somewhat limited to Ford, Mazda, and Chrysler, but if my experiences are the norm there could be some definite improvements made. 

The problem always seemed to be the reps.  If you couldn't get in touch with your rep you were out of luck.  It seems like an archaic way to handle things.  The contact info was always somewhat hard to find if you wanted to try and reach someone other than your rep.

Another problem is the experience of the people representing the manufacturer.  Most of them have never sold a car or worked a service drive.  The cannot empathize with what dealers go through on a daily basis.

The manufacture's customers are the dealers.  End of story.  There should be multiple channels of communication with the confidence that someone will pick up the phone, answer the email, etc.  What if the only way to get in touch with Dell was to go through one person over the region in which you lived?  That would be ludicrous.  Dell has many different ways to handle customer's concerns.

Here is the question:  As I stated earlier my experience is somewhat limited.  It this the norm?  If so what could the manufacturers do to fix this?

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