Earthroamer poor customer service

[Photomike]

I understand your frustration with not getting a response. I run a small business and I am the one that replies to E-mails, phone calls and people stopping in, but me being busy is no excuse to not responding.

ANY company that wants to get (and keep) business needs to have figured out what is the best ways to get inquiries handled. If they are having a problem with E-mails then shut off the E-mail and only have people call. Better to make people call than to not answer E-mails. If they are having E-mails go to SPAM than fix the SPAM settings. As my kids would say it isn't rock science.

[18seeds]

I understand your frustration with not getting a response. I run a small business and I am the one that replies to E-mails, phone calls and people stopping in, but me being busy is no excuse to not responding.

ANY company that wants to get (and keep) business needs to have figured out what is the best ways to get inquiries handled. If they are having a problem with E-mails then shut off the E-mail and only have people call. Better to make people call than to not answer E-mails. If they are having E-mails go to SPAM than fix the SPAM settings. As my kids would say it isn't rock science.

I'm with you!

[howell_jd]

I own the "Around the World" EarthRoamer courtesy of Dick and Pip Smith. At nearly 90,000-miles on the clock I have now logged more miles in the US than it was subjected to on the ATW journey. The trip has not been without ups and downs - that is what adds flavor (if not excitement...plenty of that too though) - but I can absolutely state with certainty that customer service at ER is superb. I certainly understand a time-difference making a phone call a challenge too; I coordinated my purchase of the ATW ER during a deployment to Iraq while I lived on a COP.

Let me echo the invitation to EarthRoamer.org too.

Cheers!

Jonathan

[dwh]

Anti-spam software in general is particularly sensitive to such things as unusual fonts and/or HTML links in the body of the email.

As a network engineer with 12 years experience, I am particularly aware of this trait and *always* send email as "plain text" in order to (hopefully) avoid triggering a "false positive".


I would also assume, that the email boxes of a company such as Earthroamer are fairly inundated with A) spam and B) inquiries from "tire kickers" who ultimately have no intention of purchasing a bespoke truck but who can waste an enormous amount of the employees' time asking question after question.

I would certainly not depend on email to make contact. I would call them on the phone and/or write them a letter. On paper.

[JRhetts]

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

Liz

I am sending you a Personal Message.

John

[turbopilot]

I would also assume, that the email boxes of a company such as Earthroamer are fairly inundated with A) spam and B) inquiries from "tire kickers" who ultimately have no intention of purchasing a bespoke truck but who can waste an enormous amount of the employees' time asking question after question.

That is the issue. I recently had some experience with this problem when I tried to sell my 2008 EarthRoamer. The "tire kicker" to qualified purchaser ratio for an EarthRoamer is very, very low. There is an enormous interest in this rig. Every time I pull into a service station to pick up some diesel I have to allow extra time to answer the questions from all the folks who have never seen a rig like this. Women seemed to be very attracted to the EarthRoamer. This has been quite a surprise to me and something not missed by my wife. Who would think that a rig like this would be a chick magnet?

[dwh]

Who would think that a rig like this would be a chick magnet?

I would. After all, it's pretty much the definition of the "Bigger Better Deal".

http://www.hark.com/clips/cfrrxkcwgb...er-better-deal

[abbeyroad]

I have always received great customer service from all the employees. They have always returned emails or phone messages.
If your mobile "fulltime home" is going to be mostly Africa, Indonesia, Australia etc. Why not buy there?

[HumphreyBear]

Wow, so many apologists for what is poor customer service no matter the spin you put on it. If they are a small company overwhelmed by their success and able to sell far more than they can produce then great for them, but it still poor form for a potential client to be expected to chase them at any stage of the process. I run a business with a huge initial query to contracted engagement ratio (lots of electron kickers in my game) but it is my job to make sure someone runs down small and large queries. If they are inundated with tyre kickers in email then create a template response with a FAQ or standard response and append a "please call us to discuss it further" message on the bottom. It is Business Survival 101.

Oh, and spam et al filters are a first round of keeping crap out of your inbox, you should never rely solely on it and periodically check what it is filtering - there is not a machine 'alive' today that can predict with certainty your perception of an email's value.

Humphrey

[trailsurfer]

Sorry to hear of your poor customer service. As a current customer I could not be happier with the way I have been treated by EarthRoamer. I have owned several RV's and now 2 "off road" RV's. My first was a Sportsmobile, and I was treated wonderfully by that company.

Now with my EarthRoamer I have had nothing but positive experiences. Whenever I need to get a quick repair or upgrade made to my truck they are always accommodating and take care of me without any hassle. Also, whenever I have a problem or question, regardless of the time or day (usually weekends/holidays), I can always get a technician on the phone to help me address my issue.

I am going to make sure they know about this thread, and I am sure you will be hearing from them shortly, if you haven't already.

Good luck with your search for a Overlanding vehicle.