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YamahaThe philosophy at Yamaha isn't much different than that of the rest of the manufacturers. You can go directly to the customer service department, but it's preferred you go to the dealer first, says Yamaha customer service representative Lorri Oberg. "We work closely with the dealers," she adds. "They're our technicians because we can't be everywhere."
According to Oberg, dealerships should be able to answer questions on warranties, parts, service and "just about everything else." That's because dealers are constantly trained with regular seminars. They also receive a monthly report from Yamaha.
Oberg says customers who want to go directly to Yamaha can do so by calling 714/761-7439 or writing Yamaha Corporation, U.S.A., 6555 Katella Ave., Cypress, CA 90630. She adds that a majority of questions and concerns are answered in the owner's manual. "The owner's manual seems to be something that is neglected," says Oberg. "The people can answer the questions for themselves."
At Yamaha, customers are heard and taken seriously. All phone calls and letters are coded in a computer so it will be easy to track trends in customer concerns. Trends are not ignored. For example, says Oberg, the 1995 thumbwarmers were changed because customers asked for a unit that would allow drivers to adjust the thumbwarmers' temperature beyond turning them on or off.
Excellent customer service is extremely important to all manufacturers. Customer service departments and dealerships will bend over backwards to please the customer. Wilson summarizes the importance of the customer. "We're here to serve the client. Without him or her we wouldn't exist."