Griffithds, its the business model that vdh selected, they are a wholesaler and rely on their distribution channels to deal with the end user.
Sure vdh could bring the customer service in-house to answer general inquiries, sales fulfillment etc, but his prices would need to be increased to cover off additional staff and over head.
Sure vdh could bring the customer service in-house to answer general inquiries, sales fulfillment etc, but his prices would need to be increased to cover off additional staff and over head.