Caution about Roc-Euro

[thejoe]

I hate to do this, but I need to caution you against Roc-Euro. Here's the timeline. I first contacted them on 1/20 to order a Roc-Euro intake for my 2011 S5 cab, and I was told that it would "ship in a couple days" because he is making a new bracket for it. I could wait a couple days so I ordered a Roc-Euro intake on 1/21. I also asked for new instructions and photo's for the bracket. I got no response. On 1/23, I contacted them to ask about an update on the photos and instructions. I got no response. On 1/26, I called John to ask about a status of the shipment (remember that his original email stated a couple days). I was told that the intake would ship on 1/29. After receiving no tracking number on 1/29, I called John and the then said it would ship on 2/2. No tracking number came so I called John AGAIN, and he said it would "absolutely" ship on 2/5. On 2/5, I called John, and he said that they are still not ready. I then asked to canceled the order, and he said that the charge would refunded on 2/8. On 2/9, I have still not received my refund so I sent him another request. It is now 2/10 and you guessed it...still no refund. Had to send him a 3rd request for a refund.

I had to hear through this forum that he was having production issues. I get that can happen, but he gave me multiple (4) delivery dates..NONE of which came true. And he never had the courtesy to contact me to tell me there is a delay.

That is not the best part. Here is what really pisses me off. On 1/24, he posted ON THIS FORUM (S4) that the roc-euro intakes are "in stock and shipping the same day". He posted this 3 days AFTER I ORDERED the same intake. He was either lying is ass off or ignoring me. On 1/25, another member posted "they sent me a plain silver one to tide me over until the powdercoated version is restocked, with the promise to ship me a powdercoated tube once they're in". I never got such treatment.

I could have a waited a few weeks; I am in no rush. However, after 4 missed promise dates and reading about his alternate reality posts online, this is just unacceptable. Now I am having to deal with getting my money refunded.

I ordered the CTS on 2/8. I immediately got a receipt and tracking number and it is getting delivered on Monday.

[14S4GWM]

You joined the club. A ton of people including myself went through this. It's been going on for over a year now. I went the same route you did. You won't be disappointed with the CTS. The shield mounts better and comes with a nice aluminum bracket for the air injection. I will say keep an eye on your filter, some members have seen a deteriorating filter but it has been replaced for free.

[choice89]

Sorry about your experience.....I had the same type of experience about two years ago when I purchased my Roc Euro intake. Inconsistent messages and false promises which lead to me making a big complaint and in the end receiving a large discount and finally getting my intake. It's ridiculous!

[John@Roc-Euro]

Well, it is what it is. I apologize for that.

I've been in the shop 12hrs a day trying to make things to stay ahead, and then we have a couple back to back snafus. I've got shitty luck and good intentions. On the plus, they're resolved now.
I made a follow-up offer as a token of apology. Best I could do given the scenario. No one really cares about a one-man show, and so I'm finding quality staff to help.
Everything has been corrected for you as well.

Can't win em all. I'll take my punches.

[thejoe]

How about starting with the refund to my credit card.

[Mops@Nemesis]

Huge fan of John. Dude has the best of intentions. Sometimes he's overly optimistic and over-promises, and there are hiccups with getting parts/parts going to powder etc. And he needs some extra help in the office for communication purposes, and he's working on it. I've bought three intakes from him for my personal vehicles. Never really freaked out over the lead, as I know he'll get me my product ASAP. John will continue to be my go-to for my CAI needs. After doing my Supreme sideline for a bit now, as bad as I want everything to go perfectly, it does not always happen, and it is out of my control at times. Frustrating as hell, and I can look bad as a result.

[d1amund]

Sounds like he has the skills to make intakes but not run a business properly...fairly typical in many industries where people start a business doing what was once a hobby and they turn it into a business. Props for replying here and seemingly willing to resolve the issue. Business lesson number one: never say "well, it is what it is". Number two: focus on what you do well, hire people to do the rest.

[LINDW4LL]

Nothing new here. Sadly these problems continue to arise despite the fact that they aren't difficult to correct.

[Canadianwraith]

Well, it is what it is. I apologize for that.

I've been in the shop 12hrs a day trying to make things to stay ahead, and then we have a couple back to back snafus. I've got shitty luck and good intentions. On the plus, they're resolved now.
I made a follow-up offer as a token of apology. Best I could do given the scenario. No one really cares about a one-man show, and so I'm finding quality staff to help.
Everything has been corrected for you as well.

Can't win em all. I'll take my punches.

At least he has a pair, apologized and gave an explanation. I understand where the op is coming from; it's shitty to get a runaround when you lay out hard earned money for something you really want. Hopefully the supplier makes it right to you.

[Okan509]

<3 John

That is all.

[HazeMyth]

I experienced a lot of delays when ordering my Roc-Euro, too. (provided w/ at least 10 different shipping dates, a couple days turned into a couple months, etc.). I held out instead of canceling my order. I couldn't be happier with the quality of my product, personally. As much as the delays in the order upset me, I'd still order the product again for any future Audi due to the high level of quality. The difference is, I'd order it months before I even bought the new car.

[ParadigmTony]

Ill jump in as 15+ year tuner a friend, and a business owner. I make no apologies or justifications for what the OP has had to go through, and respect the frustration. Ive been building cars a while, new parts are fun, waiting not so much. Understanding and respecting what you're getting is important. Theres no shortage of Intakes and parts available on the market for these cars, some good some bad, some copies. If what you want is a hand built, engineered and delivered Intake you're not going to get more for your money than you will from John. I have personally watched him toil countless hours over these intakes while also catering to shop work, emails, phones, UPS runs, and Janitorial. When he says one man show he means it. Does that mean you deserve to wait? No, but it also means when you order an intake it goes directly to helping one person build a dream and a life doing what he loves. Not just to some large companies bottom line. Every intake is literally food on the table, and drink to unwind. Ive met countless good people in this industry over the years. John is hands down easily one of the hardest working, coolest dudes with the utmost integrity. You won't regret your part and your patience will do more than just acquire a solid performance piece.

To everyone who says running a business, or the solution is simple, you dont understand the problem. Every solution seems simple on the outside. In fact it is simple, throw money at the problem and it will go away. Well when you have every ounce of you invested in a company like most small business owners do, theres no money to throw at it. Just apologies, lessons learned, hard ass work, sleepless nights, terminal futures, and a glimmering passion that makes it all worth it. Anyone with passion would choose to follow it, being able to do something with it takes more fortitude and resilience than anyone can tell you. I have watched John grow and learn despite the most dire of odds and because of his passion to his products and purpose in the industry he succeeds. Is it his business sense? No, thats ECS I suppose. I like John because he represents more than a part, he is a manifestation of what hard work and dedication represent. Thats why Roc-Euro is and will always be my tuner, and not for nothing a good friend.

To the OP you will be resolved, everyone always is, and if you do keep your Intake you won't be disappointed.

[14S4GWM]

I'm no business guy here but if he can't figure out how to run a business by now there is something seriously wrong with him or his business practices. Can't afford to pay someone with good business senses then margins are to low to afford that person. Every one says he's a great guy so it must not be him. What gives John? I completely understand that it's getting tougher for small businesses to survive and I wish you nothing but the best of luck with you and your business and products but what is the real problem here?

[DinB]

My guess is that he is afraid to provide realistic estimates due to fear of losing out on potential sales. However, from my experiences, people are willing to accept longer lead times as long as you don't miss the agreed upon milestones.

[i1overice]

My guess is that he is afraid to provide realistic estimates due to fear of losing out on potential sales. However, from my experiences, people are willing to accept longer lead times as long as you don't miss the agreed upon milestones.

I can see that as well.

Trying to get short term cash flow and missing the milestones will hurt more in the long run.

I haven't had any personal experience with Roc-Euro but at least he isn't shying away from the problems. Proper communication goes miles ahead of faster delivery.

[HazeMyth]

However, from my experiences, people are willing to accept longer lead times as long as you don't miss the agreed upon milestones.

I'm one of the people in this boat. I'm a very patient person, but within reason. If I'm told to expect something in, for instance, 3 days, I will start to lose my patience by day 4. If I'm told to expect it in 2 months, I'll wait quietly for 2 months, and starting throwing my fit at 2 months and several extra days. In my own line of work I've always had a habit of under-promising, getting it done quicker than I promised, and receiving praise for always finishing early. The truth is, I'm not doing things much faster than anyone else could. I'm just good about making promises I can keep.

Either way though, John builds a top notch, quality product. My wait was frustrating, but the juice was worth the squeeze in the end.

[AirmattRS5]

I'm one of the people in this boat. I'm a very patient person, but within reason. If I'm told to expect something in, for instance, 3 days, I will start to lose my patience by day 4. If I'm told to expect it in 2 months, I'll wait quietly for 2 months, and starting throwing my fit at 2 months and several extra days. In my own line of work I've always had a habit of under-promising, getting it done quicker than I promised, and receiving praise for always finishing early. The truth is, I'm not doing things much faster than anyone else could. I'm just good about making promises I can keep.

Either way though, John builds a top notch, quality product. My wait was frustrating, but the juice was worth the squeeze in the end.

Troof. Dunno what's so hard for people to grasp this concept...especially those that have been in the business for awhile. If you have an amazing product, people will buy them and others will vouch for them. No need to promise something that you can't keep because all it does is tarnish your reputation. Product quality aside, if you have shitty logistics, at least give a realistic lead time so you have an adequate buffer to deliver on those promises.

[ParadigmTony]

Troof. Dunno what's so hard for people to grasp this concept...especially those that have been in the business for awhile. If you have an amazing product, people will buy them and others will vouch for them. No need to promise something that you can't keep because all it does is tarnish your reputation. Product quality aside, if you have shitty logistics, at least give a realistic lead time so you have an adequate buffer to deliver on those promises.

Its a hard pill to swallow. On our end it makes total sense dont blow smoke up my ass, Im a patient person I can respect your needs. On the business side its a lot scarier. While some will assure patience theres 47000 competitors out there who will promise faster and cut a dollar. The industry kind of creates a monster. In order to keep up here you need 10s of thousands of dollars in inventory on hand. The ECS inventory monsters, and ebay of the industry make it real hard on the honest business man. In a perfect world john should charge double, one off every intake and be able to set a 3 month timeline.For a top shelf work of art. However at some point someone is going to say thats awesome, but Im gonna save 200 and get it tomorrow. He's not in a generous market by any stretch and technology isn't helping the supply side. On our end its a buyers market we have it made, 5 options for any part distributor, oh you dont have it in stock? Ill try X, oh you have it? Thanks. Add in store front over head, service bay time constraints, web sale contact, and then phone sale, all of which lead to overhead. The solution is hire someone for the roles and stop splitting time, which also leads to overhead. The solution then is business loan to cover the expenses to save cash flow, which then leads to a liability expense, miss a couple sales and a couple deadlines sales drop and you can't make a loan payment. Bank forecloses takes their assets no one gets an intake or their money. Business is closed. This unfortunately is the reality of thousands of business a day. Cash flow nightmares.

[LordMagnet]

In my experience, John was a pleasure to talk to and always responded to my inquiries very quickly. The only problem I had was what a lot of other people have experienced, misinformation of shipping times. I was told 3 or 4 times that my intake would be shipped out "next week" and each week it wouldn't, until a month passed and I finally received it. As was stated above, I would have been perfectly happy being told it would take a month to ship out from the start, the product is worth the wait.

[SuperMex]

Had the same issue when I ordered an intake for my MK7 GTI. Ordered it in February and I finally received it in June. After calling, emailing (both no replies), I got a notice in March saying they would be shipping out soon. Fast forward to June, I finally had to file a PayPal claim. John said I could have the intake for free. That never happened either. And to top it off, he shipped it to my old address.

Will never order another product from RocEuro again.


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[chrissurfr]

just buy an Eventuri intake lol

[godzill435]

i got delayed when i ordered mine as well but the discount made it up so it was all good.

[JoshDub]

I hear this often about Roc-Euro. First time I have seen a response like this.

Well, it is what it is. I apologize for that.

Can't win em all. I'll take my punches.

Seems like given up attitude when it comes to customer service. Under promise, over deliver, not the other way around.

[GTDV10]

Dealt with the same thing a couple of months ago..wasn't upset about the wait time because I understand its hard to run a business on your own but I wasn't so happy when I opened the package and it was a non powder coated (scratched raw aluminum) intake pipe. I honestly thought they shipped me a demo model by accident since its still advertised as "Black with red filter" on the website. Tried calling back twice after getting the intake to see if they would swap the pipe but there was no answer. Decided to install it anyway and I'm happy with how it sounds but I wish it came as advertised.

[John@Roc-Euro]

I hear this often about Roc-Euro. First time I have seen a response like this.

Just for the record, that was specifically in regards to Joe's story- I did not have anything other than a 'yeah, that's what happened, and I'm sorry' to give. Hence 'it was what it was'.

[GPGP]

I also have purchased a Roc-Euro intake for my B8 and am waiting for an update on when this will be available. What's the update?


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[mjr034]

just buy an Eventuri intake lol

Tell them to make a 3.0 S4/5 one then lol

[thejoe]

Just to circle back, after my original posting, John swiftly refunded my payment as requested. Thank you for that.

[cw8307]

I just wondered if anyone else is waiting on a Roc Euro intake and has info about a projected ship date? Perhaps Roc Euro can chime in. Are they back in stock as of 4/15/16? I'm going on vacation for a while and need to know if the neighbors need to keep an eye out for a package.

Order# 10002011 (pending)
Order date: April 2, 2016.

[ParadigmTony]

I just wondered if anyone else is waiting on a Roc Euro intake and has info about a projected ship date? Perhaps Roc Euro can chime in. Are they back in stock as of 4/15/16? I'm going on vacation for a while and need to know if the neighbors need to keep an eye out for a package.

Order# 10002011 (pending)
Order date: April 2, 2016.

Perhaps would be better suited to Contact RocEuro directly, PM, or email, as opposed to bumping a shitty thread that has been resolved.. I can't tell you what order is yours or anyone else's but I can tell you I have watched him turn out what seems like a million intakes this week despite constant set backs from suppliers and finishers. Given the respective timeline for the handmade part Id wager you're probably right up there in the Que.

[bmoreS4]

Stop buying from them, lol, so many other options that actually ship the item.

[choice89]

I have a us d Roc Euro
Intake for an S5 for sale if anyone needs one?


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[JoshDub]

I have a us d Roc Euro
Intake for an S5 for sale if anyone needs one?


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This is not where that belongs

[MaGomes92]

From a business standpoint stop taking people's money until you are caught up. From the people who have your products it sounds like they are happy. You just aren't helping your cause by giving people the running around and the sob story. In my industry if I told a customer oh sorry you didn't get your material because xyz they would just tell me to F off. It's ok to say no. Might need to sit down and figure out how to get your service up because it seems like you've made a good name for yourself with the people who were able to get your stuff.

[AirmattRS5]

^^^ some people just don't get that customer service is 33% of a business transaction (the rest being price and quality), and in the age of social media, I'd wager that customer service sometimes rank higher than the other two...something to take notice if you're a small business.

[HazeMyth]

33%? Yeah, that's not even close for me. Customer Service is the single most important thing to me, and its' a far from cry 33% in my case...that's incredibly low.

[MisterQuattro]

Knowing John for a few years now I can't help but say this is one of the first issues i've heard. Everyone has problems at some point with their business and he's bringing you the bet product possible for the category you're buying. Anytime I have ordered anything from John it has been a swift and clean transaction, and if there was an off chance it took a little longer did it suck? Yeah it did but I knew he was making a perfect product with no flaws for a car that I love and drive daily.

We all hit road bumps and it seems as though he always corrects his wrongs by either taking care of the situation or giving you your money back.

- Rizzo

[HazeMyth]

^ I personally had a bad customer experience trying to get my intake, and I have read about similar experiences plenty of other times. You must either be one of the lucky few, or you must have been promised a later date originally. In my case I was quoted at 7-10 days from time of order. After 14+ days and having not even received a shipping notice, I was naturally concerned. What was originally 7-10 days turned into 45+ days, and the only reason it wasn't longer is because GMP Performance managed to get John to overnight it to me.

The quality of the parts was good. Sure, I'd recommend a RocEuro to friend(s), but I would also tell those friends to have the expectation that it would take forever to receive the parts. I think my experience would have been nicer if i was told up front to not expect the parts for an extended day. Instead, I received multiple "updates" that were not in fact updates. They were excuses as to why I wasn't receiving my part in a timely manner. I'm generally a very patient person. My patience is really tested when I feel like someone is trying to sugarcoat things. Just man up and give me to me how it is! That's all I expect as a customer.

My brother-in-law plans on ordering a B8.5 S4 within the next year. I told him to go ahead and order his intake now, so that way he can actually have it within the first year of owning the car.

Again, great product. I just think the delays in production need to be made more clear when purchasing to avoid pissing off customers.

[LordMagnet]

The fact of the matter is there are now more intakes on the market, similar in design, to compete with the Roc Euro intake. They are competitively priced, and sold by professional and reputable vendors. If you follow the intake threads lately, more and more people are steering others away from the Roc-Euro. Hopefully the loss of business with motivate John to fix things, and he can work on rebuilding his reputation. I for one would love to see him thrive in this market, giving us more options for the car. And I wish him continued success, once his problems are ironed out.

[Mops@Nemesis]

When John and I last spoke, he stated there are system and process revisions underway. He'll get traction in time, and be able to handle the tremendous growth he's experienced over the past few years, in much better fashion.