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Discussion in 'Marketing Gripes' started by EChris, Mar 29, 2011.
My problem with Dealer.com is our support. Unless it is a very simple request our questions often go unanswered. We've bounced between different account managers and none of them have been responsive or helpful. Our previous account manager was VERY unknowledgeable about the unique inventory problems created by the official Acura website template. So, I sympathize with you.
I am curious about *who* at Dealer.com told you to look elsewhere. I can't believe a competent Dealer.com representative would let your organization walk away, with all those rooftops your monthly bill must be hefty.
I second being beyond frustrated with Dealer.com. I have been trying for weeks to get them to upload the videos of our inventory to YouTube. Nothing. I have never dealt with such run around in my entire life.
I was shocked to see the title of this post pop onto my screen because I have the exact opposite opinion of Dealer.com. I've worked with my rep, Shane, for a long time and he is always responsive, helpful, quick.. everything you'd hope for. When I have a concern or question Shane goes above and beyond to assist me. I've never experienced any issues like the ones you're describing, and we've used the eBay feature at our Jaguar Porsche Audi dealer for a while. I'm sure there was just some sort of misunderstanding on the part of the specific representative you're dealing with.
My advice would be to reach out to the next level.. his manager, or supervisor. I second Art in thinking there is no way a "competent" rep would advise you to take your business elsewhere. Maybe you got a hold of someone on a bad day or something. If I was a bettin' lady, I'd put my money on you receiving a swift and satisfactory resolution.
I just informed a few of my coworkers, at Dealer.com, about this thread. We will be getting some answers back soon.
I agree. For example, to change our site text from "trebuchet ms" to "Arial" - which is simply changing the name in the css file - it will be $150.
That is crazy! Our rep said the high price is due to the hourly rate they charge, which must be around $1000 per hour because that is a 2 minute change - at the most!
Also, I am fed up with the so called "SEO experts" at Dealer.com. THEY HAVE NO IDEA WHAT THEY'RE DOING and it seems to me they do not have any hands on experience - they just read whatever is on the latest SEO blogs & they do not understand the simple concept of DUPLICATE CONTENT HURTS YOUR RANKINGS.
They keep replacing our new & fresh content with the SAME CONTENT that is on every out-of-the-box Dealer.com website. Of course universal keywords are changed like [Dealer Name] [Dealer Make] [Street Address] [Town address] etc but Google is not stupid.
Just my 2cents...for now...could go on..
Matt from Dealer.com here. There are a few different things to talk about in this thread, and I will do my best to satisfy each of you.
@EChris: I am a bit surprised, as is Art apparently, that you were told to take your business elsewhere. If there are specific issues with the eBay tool on your end I would like to discuss them with you and I would expect that you will be hearing from a couple of people here at Dealer.com. You'll find my contact info at the end of this post.
@ArtMorris: I would like to acknowledge that different website programs can sometimes have very specific requirements and compliance regulations. We do, however, have a dedicated team on staff that is charged with digesting and satisfying Acura specific guidelines. Secondly, I have to point out that our Account Management team consistently raises it's customer satisfaction rating, or NPS rating, every quarter. If your experience has not been inline with the majority of our clients let's talk about some specific examples. Again, my contact info is below.
@stephaniepauk: Oh Youtube. This is a discussion that we have had with many clients over a long period of time. Although I can appreciate your desire to get the vids online, I have a couple of thoughts to share on this:
1. Youtube has very clear regulations about the posting of videos to their service. One of those regulations specifically prohibits the automated posting of videos. This presents an enormous challenge when you consider that a dealer has perhaps 100-300 vehicles on their lot, each with their own video. I ask you to be patient while we work through ensuring that we are not banned from posting to Youtube because, as you can imagine, they will find it very easy to identify us as an automated service. Also, please be sure that your Account Manager has your credentials etc...
2. More importantly: Put yourself in the Youtube users shoes for a minute. I enjoy the occasional video at Youtube and generally its a viral comedy like Double Rainbow Guy. I don't, however, use Youtube to shop for anything. Although this seems like a hurdle for your dealership, I would expect that this will in fact not add anything to your bottom line. We offer the service because many many dealers are interested in posting to Youtube. If I were running an internet department however, there would be many initiatives that would come far before this one. If you would like to discuss with me, feel free to use my contact info below.
I would like to thank each of you for being Dealer.com clients and remind you that feedback is how we improve both products and services. Working through an issue, no matter how big or small, helps our team grow and learn how to better serve you and the industry as a whole.
Director, Digital Marketing
I must admit that our experiences with Dealer.com have been on both sides of the coin.
Currently I am more than pleased with the effort, performance and help offered by our current rep Mat Katz. We had struggles with our previous reps in the past but after pushing we got Mat. It seems to me that Dealer.com should do a better job of matching up clients skill levels with an appropriate rep.
Overall though I like the Dealer.com platform and can certainly understand people frustrations.
Wanted to let the community know that my Tech issues have been handled. Thank you.
Jake, I don't think there will ever be a solution to this with any major website provider. If you truly want unique content, you will have to go in and edit what is there or create your own. If you need some help or guidance, let me know, I have created over 1000 pages of custom content on our sites, and the payoff is tremendous in SEO if you are willing to take the time to do it...
That's great. However, it shouldn't have taken a post on DealerRefresh to get your problems fixed.
This is a gripe that I share as well. I know exactly what I need to change in the HTML, but I have no access to change it and its an outrageously expensive billable service.
You're right - it shouldn't take a post to get a problem resolved, but unfortunately that is the real world for virtually any organization. Is the dealer principle at your group talking to each and every service customer about their problems? No, he's working on operational things, but his attention is changed when a customer sends him an email about a problem she is experiencing in service. At that time, he works to resolve that problem and usually makes some changes to the process so that problem doesn't happen the same way again.
That is the beauty of DealerRefresh. We all have an equally louder voice that our attentive vendors listen to - use it as needed.
Art & Jake - can each of you send me an email with exactly what you're needing: alex DOT snyder AT dealer DOT com.
Yes I understand this and I have created 150+ within the 3 sites, however, they remove the content and replace it with the out-of-the-box content because their "professionals" assume their content is better than mine.
This all without a warning of removal of content or anything. Really weird if you ask me.
We have a had a generally good experience with dealer.com.
As far as people being mad that they cannot edit code themselves... we us Cobalt for our website so I know the feeling... but lets be serious... if these companies let you start playing with source code... the phone calls into support starting with "I broke it and can't fix it" would be amazing in terms of volume.