Two sides to the dealer story
On the one hand, dealers employ large numbers of mechanics and salesmen, and more dealerships means more choices for customers. If you’ve been burned by one Chrysler or GM dealership, you can try another nearby, in most of the country. If you need to get something fixed, the proliferation of shops means you can usually find a repair shop nearby – unlike, say, a Subaru owner.
But the dealerships being dropped are ingenuous when they try to rely on their reputation as honest small-town businessmen who have deep roots in the community. Sure, some of them are. As far as I can tell. None of the ones I personally know of which are being booted can make that claim. Some of them have been around for a long time, but they’re run by sleazy characters and make life hard on their customers and employees.
Honest mechanics have told me stories about how they’d charge a customer for parts and never install them. How they’d charge each customer for fluids and supplies that were spread across dozens of people. Stories of untrained kids botching warranty repairs that Chrysler had to pay for. Then there’s the parts markup of 100% – 300% above list price, at least according to the parts counter guy at one of the dealerships losing their franchise.
Of course, there are also the customer stories. Dealers pretending the warranty didn’t cover something so they could charge an outrageous fee. Constantly-botched jobs. High-pressure sales pitches. Stealing customers’ keys. Contracts that change or don’t reflect the verbal deal. Far too many dealers engage in these sleazy tactics. The ability for dealers to be profitable without them is a big reason why Chrysler is dropping so many dealers.
I’m sure there was some politics involved, though not the conspiracy-theorist type of politics. Internal Chrysler politics are much more likely to be an issue. Did the dealer scoff at the idea of carrying another Chrysler marque? Did they stand up and demand higher quality product during the Daimler years? Did they protest the wrong program or refuse to buy extra stock when the company was pushing it? I suspect those are potent issues.
It would probably have helped if Chrysler had made every dealer’s customer ratings, including the fix-it-the-first-time scores, public. I haven’t heard any stories (yet) about five star dealers being closed down.
In the end, it’s hard to say whether every decision was right and proper. I doubt it, but I think the majority probably were. The news media don’t have time to really investigate the stories of each individual tearjerker, to find out whether the sobbing or angry dealership owner really was a pillar of the community – or a guy who’d be should’ve been turned into a pillar of salt.
Dealers are exceedingly important, and I think Chrysler and GM know that. Customers don’t know anything about Chrysler or GM; they know about the dealer they have. If the dealer treats them like dirt, they don’t say “my Chevy dealer treats me like dirt.” They say, “Chevy treats me like dirt.”
If a dealer repeatedly fails to fix a problem, or breaks a car when fixing something else, the customer blames the manufacturer, not the dealer.
Chrysler and GM have had poor communications around the dealer franchises, but they have good reasons for wanting to be able to cast off the dealers that give them a bad rep. I, for one, am hoping they are actually casting off those dealers – and only those dealers.
Hope you’re right, Dave. In my case (in my suburban autheast Phoenix area), my preferred local dealer didn’t make the cut, and it saddened me.
Why? Everytime I went in there, I got a sense of “how can I help you”. Anytime I would go to their bigger (surviving) competitor, the sense was always “what can I get out of you”, despite what they might say or do.
Why didn’t they make the cut? My guesses:
- small lot/marginal volume
- older building (not a glittering auto-mall-box)
- so-so part of town
- C-J only, no Dodge
Now I’ll go to the other guys when I have to, but certainly not because I want to.
Yes, that’s one of the problems I think will come back to haunt them; they don’t like the smaller (physically) dealers. I was hoping that wouldn’t be so much of an issue, since my own local dealer, with a tiny lot and old poorly located building, made it — but they also do a good volume! I fear that the concerns about volume are going to triumph over quality. Again.
Interesting analysis. I live in western Oakland County, Michigan where there are four dealerships that I could take my cars to. All survived the cut, but a couple wouldn’t get my vote. Only one is a three-way and is the smallest, but it’s the only CJD dealer within many miles of its location (in Brighton, Michigan). Maybe location was the saving grace. All of the others have messed up servicing my personal and employee lease vehicles at one time or another over the years. One, even though a “Five Star” dealer, will never again get my business or recommendation. Rotten body shop work in one case (really two since the “repairs” were no better and they accused me of damaging part of the car not involved in the accident that they took apart), and that they twice couldn’t get the codes right for the service for my employee lease Jeep Liberty. My older daughter has had similar issues with the dealers in Grand Rapids, Michigan, and my son-in-law in Watertown, Massachusetts won’t go their local Jeep dealer there! Maybe this bankruptcy can be used as leverage to get the dealers remaining to live up to their “Five Star” ratings and give decent service and quit trying to get out of fixing problems and listen to customer complaints.
Actually I thought they would have cut more of the small dealers, but Rouse Motors of Grundy Center, IA made the cut. This has to be the smallest DOdge dealer I have ever seen, but they sell quite a few new cars and trucks, and have an reputation for being good to the customer. This dealership is also run from an early service station, with a very tiny lot across the street from it. Ther is a much larger GM dealer on the other end of town from them (you could fit all of Rouse motors in side the building)
Dave
Zimmer Motors (dba Mall C/J)in Florence KY has been a 5-Star Dealer since the program inception back in the mid-1980s is losing their franchise. The store has sold Chrysler products (starting with Plymouth in 1928.
I worked there as a tech from 1980-87 when I left the business to pursue a teaching career and was there for the early years of the store’s 5-Star status. The dealer still servicees my vehicles and my family’s vehicles.
Jonathan W Morrisey
KY State Fire/Rescue Trng
Unfortunately the testimony is starting to suggest that Chrysler took some personal feuds into the process. It’s hard to say since they won’t release the numbers.
I know of 2 Five Star dealers that are on the list of those losing their franchise. At least according to the Dodge website they are still listed as Five Star. These 2 are only Dodge, but have other manufacture’s franchises though.
When I lived back East, I took my 2.5 liter Caravan in for service. There is a light on the dash for checking the EGR valve. The dealer charged 50 bucks and just reset the light. A few days later, my van started running terrible. I took it back to the dealer and was charged hundreds of dollars to replace the computer, timing belt , distributer and other parts. The van kept running worse. I finally gave up on the dealer and went to an independent garage. They had it 15 minutes and charged 45 dollars to replace the EGR valve. The head mechanic reprimanded me and said “when the light comes on the dash you should have the EGR valve checked, not just turn it off.” The van ran great after that.
That dealer had the plug pulled, I’m glad.
In the Baltimore area the dealers losing their franchise seem to be paired with a competitor. The Five Star guys around this area are mostly larger but the two dealers I buy from are both single brand dealers with great service that will not lose their businesses. These dealers (Musselman’s Dodge and Fred Frederick Chrysler) have smaller stores though the latter has two stores. Both of the smaller dealers above are Five Star shops. I think Musselman’s does a decent if not spectacular volume. It’s in a good location and there has been a Chrysler dealer at that location since the 1960′s at least. Fred Frederick has a shop between Baltimore and Washington D.C. and one on the MD eastern shore (across the bay bridge) so their volume must have made the cut.
Would good service and honesty save a shop that did not do enough business?
In Portland, Oregon, Timberline Dodge, Chrysler, Jeep and a five star dealer is one of the dealers having their franchise taken back. They are a good dealer with great service, community involved for over 71 years, have a fairly new show room that will hold 50 vehicles and support auto enthusiast clubs. It doesn’t make any sense that dealers that have a good reputation in the community are being forced to shut down. Oh, and by the way they don’t sell any competing brands, just CDJ. The local car clubs have held two rallies at the dealership trying to get some national attention to this injustice. Whose business will get closed next and loose their life long investment?
It’s beginning to sound to me as though MOST of the closings are good for Chrylser but SOME are just foolishness – probably some dispute with a zone rep years ago, or participating in the “we won’t buy new stock” action?
There is no doubt in my mind that Chrysler & GM are using this opportunity to shed dealers for any reason at all. It’s like firing someone without cause. It stinks, but it happens. Dealers are Chrysler’s customers, and while some may say you shouldn’t shed customers, I disagree. There are good customers and bad customers. I’m in the IT business and believe me there are some customers we’d love to see go to a competitor to suck their resources dry instead of ours. I’ve actually had some customers that we stopped doing business with because they were such a pain that we couldn’t make doing business with them profitable.
I’m sure Chrysler has some dealers on their list that fall into that category. Phony warranty claims, poor customer satisfactions scores, not willing to invest in facility upgades, etc. Cut ‘em and let them destroy a competitors reputation instead of Chrysler’s or let them sell used cars. While it seems counterintuitive to be drop dealers when you want more market share, I’m betting that once Chrysler (and GM) cleans up their dealer network and stabilizes, they’ll start looking to recruit new ones that fit the mold better. Like selling all three brands (plus Fiat and Alfa?) under one roof. I would also bet that they’ll try to spread them out more so they won’t be cutting each other’s throats trying to compete for the same customer while destroying the bottom line. Having a profitable dealer network is necessary to improve customer satisfaction and the entire dealer experience. Marginal dealers can’t provide the customer perks like free loaners, WiFi in the waiting area, coffee, bagels, etc. for gratis. They also don’t have the money to train their sales and service personnel they way they should. They can’t attract the best personnel because they can’t pay them a high enough salary, etc. You get the point. It’s all interdependent.
The only local dealer that I know of that’s closing is a Jeep only dealer. A leftover from the AMC days, maybe even the Kaiser days. This dealer has a small but loyal following. However, if they have 15 Jeeps on the lot that would be amazing. The facility is nothing but an old gas station with two service bays out front and two out back. The showroom/office holds only one vehicle at a time. The place has always looked run down and on the edge of bankruptcy. The local Exxon station is larger, cleaner, more modern, and they sell milk, beer, soda, and food too.
Chrysler is wise to want this dealer shut down. Especially since there’s a 5-star Chrysler/Dodge dealer 1/4 mile down the road. I guarantee that Jeep sales with increase many fold once that dealer gets the franchise, and I understand they will. It’s going to be a net positive for Chrysler in this geography. I’m sure there are similar circumstances throughout the nation.
I know of two locations in the state of Utah that Chrysler has taken ALL the dealers franchise rights away. First there is Ogden, Utah. This city houses the dealer that was the oldest Dodge dealer in the nation. That area had three dealerships to service that market, all are having there Chrysler franchises taken away. It was very clear that Chrysler was not looking at a map of some kind to see where they were taking the franchises away. This leaves no franchised dealer in that or surrounding areas. The next area they took franchises away was in Southern Utah. Nephi (1), Cedar City (3), and St. George (1). This means that anybody in those areas will have to travel about 100-150 miles north to Provo, East to Delta, or South to Las Vegas to have any work done. I really think that Chrysler has shot themselves in the foot with this idea.
I think what you will see is that some of the Dealerships that are multi-line corporations will be given the green light by Chrysler-Fiat to open franchises in the locations that have been emptied out. I personally am outraged at the fact that a local dealer in the Salt Lake Valley had just come out of an audit by Chrysler just before the bankruptcy. They were tagged for almost $400,000 for invalid warranty claims. In my opinion these are the type of dealerships that need to go. The only thing that saved them, in my opinion, was that they sell ALOT of vehicles.
Dave, Sorry to beat a dead horse, but two of the dealers closing near me are 5 star rated, however one is a small Dodge only, and the other is a Chrysler Jeep, that owns the Ford Mercury accross the road. I have not bought a car from either one of them, but I have nor heard any horror stories. The two dealars I have bought from made it. Surprisingly, one is a Jeep only and is the only new car dealer in town.
Sorry, but Chrysler just lost customers in me and from my family members with this stupid idea. John Quaden Dodge in Okauchee, WI was closed and the business is being sent down the road to a Dealer that has a reputation that meets your definition of “Sleazeball”.
Quaden has had his dealership for over 40 years and any repairs I have had have been honest and up front. If a cheaper alternative was to be had, his staff would do it.
The two dealers in the Monterey, CA, area (where I used to work, and where the club I participate in is located), are being closed. About two years ago, the stand-alone Dodge dealer in the same auto mall closed. The two remaining dealers are Chrysler-Volvo and Jeep-Buick. Perhaps the fact that they carry other brands is a factor in their closing. The Chrysler dealer, which always treated me well, holds a 5-star rating. I have not had occasion to deal with the Jeep dealer. Perhaps the Chrysler dealership will survive as Volvo only; I don’t know if the other dealership will be losing its Buick franchise.
To me, the problem is that there is now no CDJ dealership in the Monterey area. Why does this matter? For me, personally, this is the closest dealership I like (the closer one uses high-pressure sales tactics, and tried to sell me a diesel dually when all I needed was a Dakota), so I don’t trust their practices, even in the repair dept). For the community, there will be the economic impact (all negative), in lost jobs, lower tax revenues, and collateral spending.
But that’s not why I am posting here today. The point I wanted to make is that this is unwise from Chrysler’s perspective. Although, technically, the auto mall is in Seaside, it is adjacent to Monterey. Monterey is one of the most affluent areas in the country. Out-of-towners know it from the Pebble Beach golf course, home to the AT&T and other events. Automotive enthusiasts (us!) know it from the Pebble Beach Concours de Elegance. Demographically, this should be prime territory for the Chrysler and even Jeep brands. How many customers do you think Chrysler Corp will lose if they have to drive an additional 30 miles to find a Chrysler dealer, when there are Mercedes, Volvo, Acura, etc. dealers nearby? To me, this is fiscal suicide.
Perhaps Chrysler plans to license a CDJF dealership there in the future, with no ties to other manufacturers. I don’t know. I can only hope so.
I’m glad you’re posting your stories, because it does seem, increasingly, as though Chrysler had some first year B-school guys going over spreadsheets without maps…
I spent part of yesterday (Sunday, June 7th) at a car show at John Quaden Dodge, a small dealership in Okauchie, WI (west of Milwaukee) that did not make the cut. I worked there as service manager back in the seventies. I spoke to both John and John Jr. They will carry on as a used car dealer and service facility.
I found their situation very sad. JQD was (okay, is until the end of business tomorrow) a very honest dealership with definite community ties. I also understand why they were dropped as the Chrysler dealership (who I also worked for at their Milwaukee location) just down the road is a much larger dealership with a more impressive building that has other CDJ stores. That dealer will also be getting the Jeep franchise from the Buick – GMC -Jeep dealer a little farther down the road.
It is just business in this case. John Sr. said he wishes it would have been done in a better way although he did also say that any leftover inventory will be purchased by other dealers through arrangements made by Chrysler.
Yes, just business, but still sad to see that a family run, honest and sincere dealer of over forty years must be tossed like so much excess trash.
I agree… but that’s what the public wants, isn’t it? There’s no room for loyalty or compassion in capitalism.
In my area (Cincinnati, OH), the dealer closings are completely baffling to me. If I worked for a competitor and wanted to destroy Mopar brands in this area, I don’t think I could have wrote a better script to rid the area of Chrysler products than what they’re doing now. The best dealers in our area are practically all going away but one. Major holes now exist in the whole SE quadrant of Cincy now (a heavily agricultural area – big on trucks), and will certainly go to Ford now as there are several dealers still in the region and absolutely no Mopar dealers at all. Not only does that area lose the dealers, but just across the river in Kentucky, the largest Dodge dealer by volume in this area is being closed. So again, I couldn’t have drove the stake into the heart of Mopar any better….My favorite dealer (Kerry Dodge in Milford, OH) is getting the axe and they’re the best dealer I’ve ever worked with by a VERY large margin. They have a huge new(er) complex, great selection, great people, always seem to be busy, but their manager tells me that Chrysler picks the dealers to have (5) dealers in every area (like Toyota generally does). Funny thing is, Kerry Dodge will now HAVE to go to an import brand now, they’re not going to give up all the money sunk into their new facility, and the forced bankruptcy has removed all franchise protection laws, so the owner is simple out of luck for all his millions spent! He’s going to take on the first japanese or other company that he can get, which will ironically be Toyota, who will move to absorb the market share! I can go down the list of dealers getting the axe in this area, several make sense, but I can name names of about 5 that SHOULD have got the axe and didn’t here, only the BEST dealers in my opinion are going. This will ruin the Dodge brand in our area for sure. I’m just in amazement that no thought at all seemed to go into these cuts to consider this market area, it’s like they threw darts blindfolded or something!
As I read the comments here I think what is emerging is that Chrysler appears to be making closure decisions without have the business intelligence data to make them wisely. For instance, why are they closing a dealer with a good reputation while leaving one across town with shady business practices open? Perhaps they don’t know how consumers feel about these dealerships and instead look at only sales volume, facilities, ability to carry all three brands under one roof, etc., as the criteria. Chrysler likely has little or no data by which to measure some of the intangibles except what they gather from the flawed 5-Star program. Consumers’ perception of individual dealers probably isn’t being taken into account. Let’s face it, that could be a HUGE misstep by Chrysler. Many a product or company has been a success or failure based soley on percpetion. No company should know that better than Chrysler. They’ve suffered from negative reports on quality even when it was far from deserved. It has haunted them for decades.
Clearly Chrysler is going to lose some loyal customers in the process because they refuse to do business with the remaining dealer(s) in their area. Those customers will move on to a competing brand. In some geographies the closing of some dealers will mean the closest Chrysler store will be just too far away. I know I won’t travel more than 30 miles to get my car serviced and I prefer to have the car serviced where I buy it. The only time I had to go beyond that was when I purchased my Lexus. The three closest dealers were all about 45 miles in different directions from my house, so I went to the one closest to my office instead. It still became a bit of a logistics nightmare when it came to service and, unfortunately, my Lexus required A LOT of warranty repairs. I don’t think I’ll ever go that far for a specific brand again. Chrysler must know that a lot of customers are going to feel that way too.
The picture coming up now is of a bunch of people using spreadsheets without mapping features … perhaps with sleazy deals for future coverage of certain areas (like Maui) once the current dealerships are exterminated … and, if the dealers themselves are to be believed, and I don’t see much reason to start believing dealership owners whom I don’t know, prior conflicts with Chrysler including the “dealer boycott” and not going along with Jim Press’ exhortations to stock up in that one month. Certainly I’d think some of these dealerships – Zimmer being one – would have some extenuating circumstances that would lead to their remaining open.
The lack of an appeals process is understandable given the timeline but still… there’s an air of “we don’t make mistakes” which has permeated Dealer Relations for decades.
I have to agree with ScottB in that I will not travel far for a dealer, but that is what I do not understand what the criteria was. I have at least seven dealers within a 1/2 hour drive. All carry DCJ, except one that is a Jeep only. I live in upstate NY near the Vermont border, not a large metropolitan area, yet I am hearing stories of people that would have to drive 60 miles or more to the nearest dealer now. Don’t get me wrong, I am very, very happy for the local dealers all being allowed to keep the franchises, I just do not undertand why some got to stay and others were told to leave. I wish none of them had to close!
The theme of no geographic smarts seems to hold for the state of Washington. Both the Chrysler and Dodge dealers in Tacoma get the ax. Both Mopar dealers in Longview and in Yakima get the ax. Yes, I know that Tacomans can still go to “Low Overhead Puyallup” but I’ll bet not all of them will.
Dave I think your analysis is pretty much right on. We’ll never know the exact logic behind all of the closings but I suspect that, as with most things, there are shades of grey in every supposedly black-and-white decision. I’m not sure if the decisions were right, but I am pretty sure they are final. The real question is what this reboot brings – a revitalzed Chrysler that can survive in this century, or just a sad asterik to the end of a glorious run – Brett Farve anyone?
Dave, yes, there is a certain arrogance here. But what should we expect from Chrysler in the post-Daimler days? It’s learned behavior from a decade of the Germans at the helm. You could certainly experience it as a customer when dealing with zone reps in appealing a denied warranty claim. “NO!” was always the response. Didn’t used to be that way with Chrysler. If they treat the end customer that way, can you imagine how they’ve been treating the dealers? On the other hand, it has been said that dealers, especially the multi-store or auto mall types, are just a bunch of greedy whiners. So who should we have any empathy for?
One thing seems obvious, Chrysler and GM aren’t going to be selling more cars with fewer dealers, at least not in the short-term. Will it save the manufacturers some money? Sure, because despite the dealers trying to tell us that they cost the manufacturers nothing, there are always costs related to any business relationship. 789 less dealers to oversee will save a considerable amount of manpower. Still, I’m betting that once the dust settles you’ll see new dealers spring up in geographies where most of the 789 were closed.
Dealers or not, the real question is what will the “new” Chrysler do to encourage people to buy their products before they can intergrate Fiat’s tech into their lineup? Are they going to improve the Sebring/Avenger? the Caliber? Etc? They say it will be 2 years before we will see and new Chry/Fiat vehicles- that’s still a long time. Personally, I’m still concerned about Chrysler’s future.
In that department, there was considerable arrogance BEFORE Daimler showed up. But I agree with your general point.
To answer your question, we have empathy for those individuals who merit it. Many dealerships deserve to be dropped, at least in this area. Heck, here I’d argue they didn’t go far enough!
I agree that new dealers will spring up to serve the areas where everyone was closed, and in fact statements to that effect were printedi n Automotive News (print edition).
Chrysler’s closing of Dealerships appears to have many disparities. Eastern PA has had several Chrysler/Dodge/Jeep dealerships. Some of which were the worst for sales and service. It’s interesting to note that one in the Stroudsburg area has never been a Five Star operation, sales have been under 20 vehicles per month(over 10 years now), sales personnel the worst trained in product knowledge, people skills, etc. As for Service, it’s a joke…wouldn’t want them to put air in my tires, and they can’t retain sales or technical personnel which probably the reason for crappy customer experiences. They SURVIVED….why?
Fifteen miles south, 2 more dealers exist; Chrysler/Jeep and Dodge. Grandfathered as Five Star, both dealerships give the impression of 1920′s Gas Stations. Aside from sales and service, thought the game plan here was to eliminate independently owned dealers who were within the same area?? These 2 dealers are directly across the street from one another, one Dodge, one Chrysler Jeep and owned by different people. Sales volumes are a joke! Inventory? There is none! Yet they SURVIVED…why?
I have driven Chrysler cars and pickups almost exclusivly since my first car, a 54 Plymouth Belevedere 2 door hardtop. Since then I have had 40 some vehicles and I have had 6 new ones in the last 20 years. After this round of closings I will NEVER buy another new Chrysler product again. We now only have two Dealers left in Albuquerque. I wouldn’t even darken the doorway of one of them. They are as crooked as a dealer can be. Quality Chrysler Jeep was at leat trying to look honest. The only other choice is Sante Fe. My home town dealer in Nebraska where I bought 5 new ones is gone after nearly 70 years. Too bad the guys that made the list were not nearly as good as the cars Chrysler makes!
I’d LIKE to believe there was some method to their madness, but from all of our comments here, it doesn’t seem that way! Let’s hope SOMETHING goes Chrysler’s way and SOON! Given their situation, I just don’t see how they can improve their product line for 2-3 years. It will be interesting to see how they try to move the iron they’re producing now. Nothing in the current line-up is “hot”. The current small car offerings are not luring the 20-somethings into the showroom like a Kia Soul is.
They may want to reconsider upping the fleet sales in the meantime. I think the aggressive incentive programs have run their course and only reinforce the perception of desperation. They need a true marketing genius to help them get the buying public excited about something. Why oh why they didn’t offer a Caliber sedan or coupe is beyond me. The Compass covers the crossover segment and the Patriot the small SUV segment. The Caliber (or some other model off that platform) should’ve been aimed at the Civic/Impreza/Corolla audience. If Jeep could have two offerings, why not Dodge? Seems like a big opportunity was missed.
Lastly, now that the NEW Chrysler has emerged from bankruptcy, what do you think the chances are of the Nissan alliance being resurrected with respect to Chrysler building the next Titan? I would think with the Fiat link-up that a Chrysler version of the Versa is off the table forever.
Sorry, I meant to say that Chrysler’s current small car offering AREN’T luring the 20-somethings into the showroom. :)
The only Chrysker-Dodge-Jeep dealership on the island of Maui is closing. Just got a call from Chrysler Corp. telling me that Windward Dodge on the island of Oahu is where we are supposed to go.
Duuhh! How, especially if my new car is in a no-start condition? Is Chrysler going to pay for tow truck to get car to the dock, pay the barge company to ship to Honolulu, pay another towing company to get car from dock to dealer, and then pay to ship car back to Maui? What if dealer decides that problem is NOT covered by warrantee?
I Think that Chrysler Corp should allow Island Dodge Service and Parts department to remain open to locally handle the situations. In addition to warrantee issues, there may be customers who would prefer to have qualified and trained technicians to do non warrantee services and repairs.
This particular one was covered by Automotive News; Chrysler will be authorizing a repair facility.
How about eliminating dealerships all together? In my opinion the WORST part of purchasing a new vehicle is the DEALERSHIP. You roll the dice every time. Last statistic I saw was that the dealer added nearly 12.9% to the cost of a new car. I realize there a are number of laws on the books that prevent direct sales, but that would immediately add to the bottom line for Chrysler! Work out service arrangements with local shops and away we go. I’m imagining the people who actually build the cars being required to cycle through a call center where they process vehicle orders – I think a this would get both sides on the same page very quickly.