Earthroamer poor customer service

[Liz5264]

Hi
Just thought I would let others know how disappointing I have been with the customer service, or lack of, from Earthroamer. I have sent them 3 emails with varying requests for information on 2 March, 15 April and 27 April and I have not yet had one reply. We are planning on purchasing a truck to use as our permanent home for worldwide travel and whilst we might be in Australia we will purchase the most suitable truck for our needs from wherever in the world it happens to be made. Earthroamer have now most definitely been ruled out from being on our shortlist. They were borderline anyway as after reading the blog of Dick Smith who travelled with an Earthroamer across regions we intend to visit and had numerous small and major issues with the truck along the way their trucks don't seem to be made to handle rough conditions encountered in some parts of the world.

All I can say is really poor form.

Liz

[camperman]

Dick Smith travelled RTW in a used vehicle. This words says all.

[Liz5264]

Considering we are hoping we will be travelling for 20+ years, any vehicle is going to be "used" pretty quickly and if it can't last the distance for a few years how can we rely on it as our fulltime home in places like Mongolia. the Stans, Africa or Indonesia? I was still willing to consider them and see if they have had made improvements, but if they can't reply to genuine customer emails they will not win my business. It will go to a company that is happy to work with us and is happy to answer our questions (and there are plenty of them).
Liz

[southpier]

hell, i can't even get the local GMC dealer to send me a van brouchure!

[Liz5264]

Ok that made me laugh! BUT if I am spending $250-$300K on something I expect customer service. Oh and when I said there were plenty of them, I meant plenty of other manufacturers, not questions (although I do have plenty of those too!). They have all had the courtesy to answer our emails, usually the next day. Some of them we have had ongoing dialogues with over a period of several months, others will send us an email to let us know of updates to things we have asked previously. That is customer service and one of these companies will win our business.

[Ronct110]

Liz, sorry to hear the challenges of not getting any email reply. I would pick up the phone and call them; sometimes emails can get automatically flagged as spam by the email service provider or anti-spam software, and never get to the intended receiver.

Had this happened to me a few times, and glad to have received a phone call; allowed me to follow-up immediately. Just saying sometimes old school pick up the phone and call works best especially a sizeable purchase and seriousness level like this. Good luck with your purchase and travels.

[Liz5264]

Thanks for the reply and good wishes. I have done exactly that with other manufacturers and are in fact visiting one them at their factory in a couple of weeks BUT they responded to my initial queries. After 3 attempts over 2 months I'm afraid I give up. I posted this post as I think someone from Earthroamer needs to be aware of the lack of response and the damage it does to their brand. (I happen to work in Retail, albeit in IT, but lack of customer service and brand damage are major issues for any company).

[grimbo]

But as mentioned your emails may never have gotten through due it perhaps ending up, for whatever reason, in their junk mail. Never assume just because you send an email that it will get through.

I'd call them and start your dialogue with them that way, especially on such a substantial purchase.

[turbopilot]

Hi

All I can say is really poor form.

EarthRoamer is a very small company, last I heard 15 employees. There is a great deal of interest in this vehicle, which I am sure results in lots of email traffic and telephone calls. I don't know how EarthRoamer triages inquiries, but when you only make one rig a month, I am sure the interest in the rig far exceeds the immediate capacity to service those inquiries.

I have bought two EarthRoamers from the company. Early on it was hard to link up. I found that once I took the time to visit the factory in Colorado, they took me seriously and communication improved greatly. That approach is a little harder when you live in Australia. But if you are considering purchasing a rig that costs in excess of $300,000 you might consider a personal visit to ER and meet with Bill Swails, Tyler Tatro and Mike Funari. Once these guys know you and know you are serious about a purchase, I can assure you communication will improve.

Visits aside, there are two valuable resources of information about EarthRoamers: the EarthRoamer web site (www.earthroamer.com) and the EarthRoamer Owners Forum (www.earthroamer.org).

[camperman]

Liz, see photo and think about how much time has ER's employees to read email. Company is relatively small, as Bob said. IMG_5192_team-earthroamer.jpg Foto from www.earthroamer.com