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Distance Between Store and Manufacturer Can Make a Difference
June 27, 2007

I find that manufacturers and distributors that are locally based are usually quick to respond to any issues we may have.  The reverse side of this is that some manufacturers seem not only literally distant, but communicatively distant.  I have had problems lately trying to get certain parts from a European company.  They have distribution centers and sales reps in the US but all of the parts have to be requested directly from Europe.  I have to e-mail the company and wait...  and wait...  Eventually, some faceless someone might reply.  If they can and will send parts, it takes quite a while for them to arrive.  If you ask for something as simple as an e-mail or faxed copy of instructions, well, you may as well have asked them to send a telegram.  (And why don't they offer a downloadable PDF file for instructions, anyway?) Why is it that literal distance, for some manufacturers, means communicative distance?  I am glad that most of the manufacturers offer assistance within the US.  Do any of you have companies that require intercontinental communication?  Is there a way to improve this communication?

Posted by Kelly Nelson on June 27, 2007 | Comments (0)