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It's unfortunate when you run into those situations. In my experience they are far and few inbetween. Also, Furious Male is correct, some only know as much as they are allowed. Some unfortunately, have no idea how to play the game and that they need to find out the information for you and then get back to you. Some are just glorified board person's and some are just the eye candy that gets you in the door. With that being said, there are a hell of a lot of reps that know what they are talking about and you see them time and time again.
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