Roadpro

[dulvil]

Has anyone dealt with roadpro lately.they don’t answer the phone only emails
Sent email and explained what I wanted done and they replied 10 days later asking about the same questions to which I replied
No further communication from them, I thought they had a good reputation but its not good enough

 

[BillandHelen]

Hi, yes I’ve dealt with them a couple of times this year, one for a major lithium upgrade and once for a battery master install. Both times I have dealt with Allen Jenner who is on aj@roadpro.co.uk, who I have always found to be both helpful and v responsive, usually phoned me on my mobile when requested.

Maybe short through illnes, but would have thought they would tell you?

Hopefully you will get resolved, they do great work.

Bill

 

[dulvil]

Hi, yes I’ve dealt with them a couple of times this year, one for a major lithium upgrade and once for a battery master install. Both times I have dealt with Allen Jenner who is on aj@roadpro.co.uk, who I have always found to be both helpful and v responsive, usually phoned me on my mobile when requested.

Maybe short through illnes, but would have thought they would tell you?

Hopefully you will get resolved, they do great work.

Bill

Allen Jenner was the one who sent me the first email but nothing since, why can’t they phone you , they must be related to the doctors

 

[Langtoftlad]

Have you read & understood their home page?

"Important Message:
Due to limited staffing, we are currently unable to answer phone calls but we respond as promptly as possible to all enquiries sent via email or from our website. Please note that, with installation enquiries, no two are the same and may take us slightly longer to reply to.
Please do not turn up at our premises without an appointment as we will not be able to assist you. If you have an appointment please ensure that you are wearing a mask whilst on our premises and comply with appropriate precautions including social distancing and cleaning.
Thank you for your understanding and we look forward to resuming a normal service before too long."

Plus maybe, just maybe they're concentrating their limited staffing on dealing with the customers they've already booked in...

 

[dulvil]

Have you read & understood their home page?

"Important Message:
Due to limited staffing, we are currently unable to answer phone calls but we respond as promptly as possible to all enquiries sent via email or from our website. Please note that, with installation enquiries, no two are the same and may take us slightly longer to reply to.
Please do not turn up at our premises without an appointment as we will not be able to assist you. If you have an appointment please ensure that you are wearing a mask whilst on our premises and comply with appropriate precautions including social distancing and cleaning.
Thank you for your understanding and we look forward to resuming a normal service before too long."

Plus maybe, just maybe they're concentrating their limited staffing on dealing with the customers they've already booked in...

Yes sent 3 emails one replied to would have liked a reply or phone call

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[Wissel]

Have to say I've always found RoadPro's service really good. Really good.

I've ordered something that wasn't in stock - got a call and it was upgraded (at no cost).
I've had expensive chargers go wrong - no problem, sent back, checked, replaced. All very timely.

I've ordered things in the past that they were more expensive on, just because I wanted the great after sales service as a bit of insurance.

Maybe they are a few staff down atm? Happening to a lot of smaller companies with Covid.

 

[charliesgrandad]

I have had 2 occasions recently since you have to email first and both times have had a call back within a couple of hours and had my problems sorted, I have been dealing with Howard Moore who appears to have taken over the things Steve Wells (another very helpful chap)did
, who as recently retired

 

[CazPaul]

The polish fitter is really knowledgable and excellent at Roadpro, if he’s still there, I’m going back a few years now.

 

[Clarky]

It is nearly two years ago so it was a different world in many ways but i had excellent contact with RoadPro.
When I first rang them I spoke to the boss Andy, who I had dealt with several years before. He gave me good advice and worked out a price and we were all booked in.
The staff were excellent and the fitter, who I suspect may have been Polish, was first class.
As there have been no problems with the kit fitted I haven’t had to contact them since.

Richard.

 

[Langtoftlad]

Yes sent 3 emails one replied to would have liked a reply or phone call

Is your enquiry urgent or time sensitive?
Perhaps they divine your impatience as not equating to being a good customer?

I really don't know, perhaps they are just too busy to entertain casual enquiries.

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[dulvil]

Is your enquiry urgent or time sensitive?
Perhaps they divine your impatience as not equating to being a good customer?

I really don't know, perhaps they are just too busy to entertain casual enquiries.

Yes urgent, when I want to spend I don’t want to wait, a day perhaps but not weeks,

 

[dulvil]

It is nearly two years ago so it was a different world in many ways but i had excellent contact with RoadPro.
When I first rang them I spoke to the boss Andy, who I had dealt with several years before. He gave me good advice and worked out a price and we were all booked in.
The staff were excellent and the fitter, who I suspect may have been Polish, was first class.
As there have been no problems with the kit fitted I haven’t had to contact them since.

Richard.

That’s why I wanted to use them as they are close. I don’t have the time for a long journey down south

 

[the1andonly]

up until very recently Northamptonshire has been very bad in the Covid league tables with Daventry being number 3, so could be a factor. I personaly have had great service in the past, last contact was in March.

 

[Langtoftlad]

Yes urgent, when I want to spend I don’t want to wait, a day perhaps but not weeks,

Explains a lot.
Don't blame Roadpro at all
Seriously, good businesses are booked up months in advance.
Shouting & stamping your feet (figuratively) will not get you ahead of the queue as a "potential" new customer, nor endear yourself to said business.

 

[Ivory55]

I think a chill pill might be needed, haha

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[Clarky]

Yes urgent, when I want to spend I don’t want to wait, a day perhaps but not weeks,

When I last used them, pre Covid, Andy told me there was a 2-3 month lead time until they could fit me in.
It may have been salesman’s blurb, Andy would talk the birds out of the trees , but he did find me a date about 3-4 weeks away.
Good companies with good reputations get booked up well in advance.

Richard.

 

[343-AJ]

dulvil, I'm sorry to hear of this break down in communication.
Without your name or email, it's impossible for me to see where this may have gone wrong,

Please re-send your latest email to me aj@roadpro.co.uk and I will get back to you on receipt of it.
AJ.

 

[dulvil]

dulvil, I'm sorry to hear of this break down in communication.
Without your name or email, it's impossible for me to see where this may have gone wrong,

Please re-send your latest email to me aj@roadpro.co.uk and I will get back to you on receipt of it.
AJ.

Sent thanks

 

[343-AJ]

Hello Dulvil,

As of 9AM this morning , I don't appear to have received your email. nor is it, in my Spam folder?

Please can you confirm it was sent to AJ@ROADPRO.CO.UK and perhaps also forward it to sales@roadpro.co.uk

Could you please also let me know your name , so I can search our mail server.

Thank you , and sorry for any inconvenience caused.
AJ

 

[Wanderlust]

We have had several things fitted by Roadpro recently, excellent service and all work was first class. 1 problem with a faulty circuit board on a maxxfan, rather than replace the board and hope that fixed the issue the whole unit was replaced.

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[Sunlovers]

Ordered from Roadpro, received the item within 48 hours. Change of circumstances meant I then didn't require the hastily purchased new item, Roadpro took it back without quibble and refunded the full cost instantly. We've purchased from Roadpro twice now, and I will definitely use them again as and when needed.

 

[MrPG]

Had a Lithium upgrade from Roadpro in May of this year right at the lifting of Covid restrictions. Initial communication was with Andy when they were closed to customers on site and then with Allen closer to the fit. Excellent service and very happy with the install.

 

[dulvil]

When I last used them, pre Covid, Andy told me there was a 2-3 month lead time until they could fit me in.
It may have been salesman’s blurb, Andy would talk the birds out of the trees , but he did find me a date about 3-4 weeks away.
Good companies with good reputations get booked up well in advance.

Richard.

Hello Dulvil,

As of 9AM this morning , I don't appear to have received your email. nor is it, in my Spam folder?

Please can you confirm it was sent to AJ@ROADPRO.CO.UK and perhaps also forward it to sales@roadpro.co.uk

Could you please also let me know your name , so I can search our mail server.

Thank you , and sorry for any inconvenience caused.
AJ

My reply to your emails were marked as sent my end, that’s all I can do. God knows what happens in between, but thanks for calling Alan at least you know what I want now

 

[dulvil]

Have you read & understood their home page?

"Important Message:
Due to limited staffing, we are currently unable to answer phone calls but we respond as promptly as possible to all enquiries sent via email or from our website. Please note that, with installation enquiries, no two are the same and may take us slightly longer to reply to.
Please do not turn up at our premises without an appointment as we will not be able to assist you. If you have an appointment please ensure that you are wearing a mask whilst on our premises and comply with appropriate precautions including social distancing and cleaning.
Thank you for your understanding and we look forward to resuming a normal service before too long."

Plus maybe, just maybe they're concentrating their limited staffing on dealing with the customers they've already booked in...

If you don’t answer new enquiries you won’t have any work when you have finished the booked in customers

 

[343-AJ]

Greetings Funsters, Andy Harris from RoadPro here. One of our customers - also a Funster - alerted me to this thread and I hope you don't mind if I take the opportunity to explain what's going on here. It's correct that we are not taking phone calls, instead asking people to contact us by email. Some people find this strange and we didn't take the decision lightly. Here's why we did.

Firstly, people used to phone us for all sorts of reasons but we found we were getting more and more calls asking for technical assistance or advice. Typically, calls lasted for 10, 15, 20 minutes or longer and, at the end, we would be no closer to answering the questions than we were when we started. It really is much more efficient to answer technical questions when they're written down.

Secondly, we'd get a lot of calls concerning installation. Because everyone's requirements are different and the installation work we do can be quite complex, it can be difficult or impossible to go into detail over the phone. It's easier for everyone and far more practical if people write to us, telling us about their motorhomes and explaining what they want to achieve. Discussing such things over the phone can easily lead to misunderstandings on both sides. I cannot emphasize how important it is that we spend time getting installations right. A simple mistake with wiring or charging or batteries themselves can result in a partial or total failure of the motorhome's electrical system and we take great care to ensure that this doesn't happen. Some people get frustrated by our insistence in finding out exactly how they want to use their motorhomes but, at the end of the day, they'd be a lot more frustrated if we didn't!

Thirdly, we don't have the luxury of staff whose only job is to answer the phone. With some phone calls lasting over an hour - honestly! - and all of us busy trying to get our other work done, anyone else who phoned at the same time as our phones were busy would get a message saying that we were not able to take their call. So, in all honesty, it's fairer to give everyone that message!

Fourthly, once we have received an email from someone, we are happy to phone them if we need to or if they want us to. Usually though, we find that people are quite happy to use email.

Fifthly, although we try hard, we're not perfect and we do make mistakes. When we do, we do our level best to rectify it and we never, ever give up until we have.

That's it! Any questions, feel free to contact me at ah@roadpro.co.uk.

Andy

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[dulvil]

Thanks aj for trawling through fun and finding my details.
I was fed up waiting but reading andy’s letter I can see why the wait.
After chatting to Allen today I have sent all my details and have made the decision to have nds batteries and controllers fitted.
It was explained to me that the cheaper batteries cannot be charged at 60 amps from my b to b charger.
When I had replied to their emails my server wasn’t sending but telling me it had, so I.t. man coming tomorrow.
It shows how good fun is that it gets around and companies read comments and reply

 

[drpeej]

Greetings Funsters, Andy Harris from RoadPro here. One of our customers - also a Funster - alerted me to this thread and I hope you don't mind if I take the opportunity to explain what's going on here. It's correct that we are not taking phone calls, instead asking people to contact us by email. Some people find this strange and we didn't take the decision lightly. Here's why we did.

Firstly, people used to phone us for all sorts of reasons but we found we were getting more and more calls asking for technical assistance or advice. Typically, calls lasted for 10, 15, 20 minutes or longer and, at the end, we would be no closer to answering the questions than we were when we started. It really is much more efficient to answer technical questions when they're written down.

Secondly, we'd get a lot of calls concerning installation. Because everyone's requirements are different and the installation work we do can be quite complex, it can be difficult or impossible to go into detail over the phone. It's easier for everyone and far more practical if people write to us, telling us about their motorhomes and explaining what they want to achieve. Discussing such things over the phone can easily lead to misunderstandings on both sides. I cannot emphasize how important it is that we spend time getting installations right. A simple mistake with wiring or charging or batteries themselves can result in a partial or total failure of the motorhome's electrical system and we take great care to ensure that this doesn't happen. Some people get frustrated by our insistence in finding out exactly how they want to use their motorhomes but, at the end of the day, they'd be a lot more frustrated if we didn't!

Thirdly, we don't have the luxury of staff whose only job is to answer the phone. With some phone calls lasting over an hour - honestly! - and all of us busy trying to get our other work done, anyone else who phoned at the same time as our phones were busy would get a message saying that we were not able to take their call. So, in all honesty, it's fairer to give everyone that message!

Fourthly, once we have received an email from someone, we are happy to phone them if we need to or if they want us to. Usually though, we find that people are quite happy to use email.

Fifthly, although we try hard, we're not perfect and we do make mistakes. When we do, we do our level best to rectify it and we never, ever give up until we have.

That's it! Any questions, feel free to contact me at ah@roadpro.co.uk.

Andy

I have sent two enquiries using your web form and subsequently by email when I didn't receive a reply. I had no reply to either message. I have just emailed again and I hope someone will get back to me.

My query has changed since the first email so I do need to discuss with someone

Peter Harris

 

[343-AJ]

Hello Peter,

I've sent you an email.
My apologies, the reply to your original enquiry, was forwarded to our mail server and not your email address , an error on my part.

Please reply to my email and I'll be able to assist with your new enquiry.

AJ

 

[drpeej]

Hello Peter,

I've sent you an email.
My apologies, the reply to your original enquiry, was forwarded to our mail server and not your email address , an error on my part.

Please reply to my email and I'll be able to assist with your new enquiry.

AJ

Thanks for the almost instantaneous reply which I have responded to

I understand that its difficult quoting without more information which is why I wanted to speak with someone. We are experienced MH-ers having owned one for 12 years. More info in the email I sent you

Peter

 

[LostInSpace]

Have you read & understood their home page?

Yes, I understand their current home page. (Aug 2024)

They don't want any business at this current time - They are all?! chasing Cliff Richard for a summer holiday!

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