Roc Euro Customer Service

[crazyfool]

Has anyone else had any issues with Roc Euro's Customer Service? I placed an order for a Roc Euro Intake on March 10th (3 weeks ago). They placed an authorization on my credit card via PayPal, but they never sent an Order Conformation. I waited for a week for some sort of order confirmation because I thought the part may have been backordered, even though it said it was in stock on their website. But I never heard from them. I sent them an email that day, along with several voicemails and 7 more emails over the past 3 weeks, but they haven't replied or called back once!

I have filed a PayPal Claim, but from what I understand, those things take a week or two. I've never dealt with this sort of disregard for a customer. Has anyone else had issues with their customer service?

[14S4GWM]

Have you been hiding under a rock for the last 2 years? You are on the long long list of people that have issues with Roc. Seems like it's never going to end. Just cancel the order and go with CTS.

[crazyfool]

Have you been hiding under a rock for the last 2 years? You are on the long long list of people that have issues with Roc. Seems like it's never going to end. Just cancel the order and go with CTS.

I've been considering this. I might even resort to buying an Injen intake off of eBay. :(

[Johnnycash]

seems like a good problem to have all things considered, they just do not or cannot scale the business in any way to meet customer demand...

as a small business owner myself i can relate, but what i will never understand is the lack/breakdown in communication like this completely unacceptable imo, especially in the tech/info age we live in. it takes 30 seconds to fire off an email response.

[Audacious]

Seems like John @ roc has good and bad streaks. I ordered a new filter for my intake (that I love), and the duties at the door were as much as the filter itself. I sent him an email simply stating this, and recommended he use USPS instead of UPS for Canadian customers, and within hours he sent me a refund for the duty amount, thanking me for the feedback.

seems like a good problem to have all things considered, they just do not or cannot scale the business in any way to meet customer demand...

as a small business owner myself i can relate, but what i will never understand is the lack/breakdown in communication like this completely unacceptable imo, especially in the tech/info age we live in. it takes 30 seconds to fire off an email response.

Plus the product is already developed, so there is almost no work except to fill orders for a proven, successful product. Unless there is a serious supplier issue then this is very confusing. He has lost thousands in revenue from stories like this.

[Johnnycash]

Seems like John @ roc has good and bad streaks. I ordered a new filter for my intake (that I love), and the duties at the door were as much as the filter itself. I sent him an email simply stating this, and recommended he use USPS instead of UPS for Canadian customers, and within hours he sent me a refund for the duty amount, thanking me for the feedback.



Plus the product is already developed, so there is almost no work except to fill orders for a proven, successful product. Unless there is a serious supplier issue then this is very confusing. He has lost thousands in revenue from stories like this.

i dont get the impression he is running any kind of shady operation[ [ie matt from ocarbon, he was a predatory scumbag, taking peoples money and not delivering orders at all] , seems like a stand up guy, but the lack of communication is unacceptable, and on principle alone based off of what i have seen and read, i will not be ordering from him, take that for what its worth...

[mmm def]

John is a good dude definitely not a shady operation. Just might be focusing on other projects that take his time away from good customer service. I'd probably looking at the ecs intake if I were to do it again. Good luck.

[14S4GWM]

I've been considering this. I might even resort to buying an Injen intake off of eBay. :(

I'll sell ya my 6 month old CTS that has the tube and shield heat tape wrapped in silver.

[DannyDeez]

You guys should consider the USP intake as well. Im not sure why it never gets any mention. I have it on my car and it has plenty of whine for those of you who are into that. Im not sure why everyone is so caught up on the roc euro. Its no different than the rest of them.

http://www.uspmotorsports.com/Engine...at-Shield.html

[Works2shoot]

I've been considering this. I might even resort to buying an Injen intake off of eBay. :(

Buy it from Sean Singh at ModBargains!

[Reddington]

I'm an hour from Rochester and I won't buy his product simply based off of this customer feedback alone. But like has been said - it's been like this for a long time. You have CTS which is basically the same and now a similar ECS option. In this industry customer service is a huge deal. And from my perspective Roc fails miserably.

[cW6mT mKviGLi]

I agree with RocEuro's customer service being horrible and its always the same excuse of how busy John is. I had a question about my milltek system in which i wrote a PM then he stated to write an email, which i did and a few emails later and couple phone calls i have yet to receive a response (its been about 6 months or so). I feel like selling my RocEuro intake just because i hate having a part on my car that stands for a company that continues to ignore a major flaw in their business ethics.

[John@Roc-Euro]

Yes, -my- customer service sucks right now. There are some drawbacks to having a slew of new products in demand, and a new storefront that is drawing more foot traffic than I can accommodate.
Yes, first-world problems.
No, it's not as easy as just hiring 'someone' to assist.
Things were stable for a moment, and then we got two weeks of non-stop calls and emails and people stopping by. The sheer amount of communication related interaction has brought my processing and manufacturing to a near standstill, as I do still make these in house. I'm averaging a 3 minute phone call every 10 minutes. I am sure many people are getting VM or busy or dead rings while I'm on the phone.
So, ok, not making really excuses per se, but just trying to explain WHY I haven't caught every call, or every email.
Now in this exact scenario, not much I can do other than systematically finish contacting everyone.

For anyone who is going to say it's not new, sure, it's not. But the difference is more that it's not that I am intentionally dropping the ball, or that we haven't fixed a specific problem.. It's that each time we do resolve an issue, a new one pops up. And with myself primarily handling that (yes, part time help is about to go full time next week) I am already thin on the areas that need attention.

So.

My apologies for delays.
I am single handedly responding to every email I have received, every order placed, and every voicemail left.
I am doing so as fast as possible.

I'll take my punches as I make progress, as that's about all I can do here.

[Gkit19986]

I've dealt with John before, the intake was out of stock. Communication was effective and hit my item a few days after the expected date, and John offered a credit to keep my business. Il def go to john when I upgrade my brakes which will be soon enough.

The guy apologized and took ownership of the issue .

[Incredible-Imp]

Yes, -my- customer service sucks right now. There are some drawbacks to having a slew of new products in demand, and a new storefront that is drawing more foot traffic than I can accommodate.
Yes, first-world problems.
No, it's not as easy as just hiring 'someone' to assist.
Things were stable for a moment, and then we got two weeks of non-stop calls and emails and people stopping by. The sheer amount of communication related interaction has brought my processing and manufacturing to a near standstill, as I do still make these in house. I'm averaging a 3 minute phone call every 10 minutes. I am sure many people are getting VM or busy or dead rings while I'm on the phone.
So, ok, not making really excuses per se, but just trying to explain WHY I haven't caught every call, or every email.
Now in this exact scenario, not much I can do other than systematically finish contacting everyone.

For anyone who is going to say it's not new, sure, it's not. But the difference is more that it's not that I am intentionally dropping the ball, or that we haven't fixed a specific problem.. It's that each time we do resolve an issue, a new one pops up. And with myself primarily handling that (yes, part time help is about to go full time next week) I am already thin on the areas that need attention.

So.

My apologies for delays.
I am single handedly responding to every email I have received, every order placed, and every voicemail left.
I am doing so as fast as possible.

I'll take my punches as I make progress, as that's about all I can do here.

I must say John did respond to my emails yesterday and suggested a solution for the delay in sending the intake. A reasonable guy :)

[crazyfool]

Yes, -my- customer service sucks right now. There are some drawbacks to having a slew of new products in demand, and a new storefront that is drawing more foot traffic than I can accommodate.
Yes, first-world problems.
No, it's not as easy as just hiring 'someone' to assist.
Things were stable for a moment, and then we got two weeks of non-stop calls and emails and people stopping by. The sheer amount of communication related interaction has brought my processing and manufacturing to a near standstill, as I do still make these in house. I'm averaging a 3 minute phone call every 10 minutes. I am sure many people are getting VM or busy or dead rings while I'm on the phone.
So, ok, not making really excuses per se, but just trying to explain WHY I haven't caught every call, or every email.
Now in this exact scenario, not much I can do other than systematically finish contacting everyone.

For anyone who is going to say it's not new, sure, it's not. But the difference is more that it's not that I am intentionally dropping the ball, or that we haven't fixed a specific problem.. It's that each time we do resolve an issue, a new one pops up. And with myself primarily handling that (yes, part time help is about to go full time next week) I am already thin on the areas that need attention.

So.

My apologies for delays.
I am single handedly responding to every email I have received, every order placed, and every voicemail left.
I am doing so as fast as possible.

I'll take my punches as I make progress, as that's about all I can do here.

John fixed my issue yesterday too.

@John -- People really like your products, it seems like it's just the lack of communication that's the issue. A simple email is enough to make me feel confident as a customer, and it only takes a few seconds -- you can even automate it with Mixpanel or Mailchimp. Also, I think you would do yourself and definitely your customers a favor by not saying that a particular part is "in stock" when it really isn't. I would've still bought the intake, but I would've had the preconception of it taking a few weeks when I placed the order. You have a good thing going here and it only takes a few changes to fix it.

[mmm def]

Thanks for clarifying John

[crazyfool]

It's been a few days since John said he would ship my intake, and even after him seeing this thread he keeps ignoring me! I'm about to cancel my order. Worst customer service ever!

[14S4GWM]

^ I've got a CTS up for grabs.

[LINDW4LL]

It's been a few days since John said he would ship my intake, and even after him seeing this thread he keeps ignoring me! I'm about to cancel my order. Worst customer service ever!

Check out ECS' new intake. You get the same open-element design but with a carbon fiber intake pipe. Plus, they have great customer service and no shipping issues, and all for a lower price (shipped) than the RocEuro! Otherwise, the CTS is a good option, too.

https://www.ecstuning.com/Audi-B8_S4...ake/ES3098775/

[crazyfool]

Check out ECS' new intake. You get the same open-element design but with a carbon fiber intake pipe. Plus, they have great customer service and no shipping issues, and all for a lower price (shipped) than the RocEuro! Otherwise, the CTS is a good option, too.

https://www.ecstuning.com/Audi-B8_S4...ake/ES3098775/

I looked at this, it looks nice. But this is for my C7 A6, so I'm not sure if it would fit. I went and ordered a USP intake anyways.

[Staz]

Im starting to get disappointed at how long its taking to get these out. Was hoping to have it by this weekend from our original emails but havent even heard back :/

[14S4GWM]

Im starting to get disappointed at how long its taking to get these out. Was hoping to have it by this weekend from our original emails but havent even heard back :/

How long ago were your original emails? Full of broken promises.

[Staz]

How long ago were your original emails? Full of broken promises.

Emailed him on 3/18 and inquired about purchasing one. He said it would be 2 weeks til he'd be able to ship. Spoke to him last week and he said he was just waiting for filters. Havent heard anything since..

I still want to purchase a roc one instead of looking elsewhere but i think that window might be closing for me as i hate waiting..

[DannyDeez]

Emailed him on 3/18 and inquired about purchasing one. He said it would be 2 weeks til he'd be able to ship. Spoke to him last week and he said he was just waiting for filters. Havent heard anything since..

I still want to purchase a roc one instead of looking elsewhere but i think that window might be closing for me as i hate waiting..

Not looking to single you out at all, but why is everyone so hung up on this intake? They're not the only game in town anymore. USP, Injen, ECS, and CTS all offer the same type of intake. There might even be more companies that I'm forgetting who offer this.

Just look elsewhere guys. The end result will be the same, except you'll actually have a product to enjoy.

[14S4GWM]

^ I agree with Danny, I don't get the hype.

[LINDW4LL]

I'm all for the little guy, and seeing entrepreneurs succeed. But it's clear Roc has not learned anything over the past year even with the barrage of complaints about their communication and broken promises. Really sad to see. Just f'ing execute, dude.

I'll say it again; there's never any excuse for not answering emails/messages, especially once you've taken someone's money. Sit down once per night and knock them all out if that's what you need to do.

How long ago were your original emails? Full of broken promises.

Im starting to get disappointed at how long its taking to get these out. Was hoping to have it by this weekend from our original emails but havent even heard back :/

[14S4GWM]

I'm right there with ya Hayden

[Staz]

I just sent a final email today. Going to have to look elsewhere if these things still arent ready to ship..

[VenomInside]

ordered mine almost 3 weeks ago and nothing. I had sent an e-mail to ask for status or what was up. Nothing.

When I first wanted to order, I called them up. They answered and I asked how long would it take to ship out? He said he was getting caught up and would ship the following week (IIRC). So far nothing.

:(

[14S4GWM]

I just sent a final email today. Going to have to look elsewhere if these things still arent ready to ship..

ordered mine almost 3 weeks ago and nothing. I had sent an e-mail to ask for status or what was up. Nothing.

When I first wanted to order, I called them up. They answered and I asked how long would it take to ship out? He said he was getting caught up and would ship the following week (IIRC). So far nothing.

:(

http://www.audizine.com/forum/showth...8#post11540518

[fritze18]

When I was looking for an intake for my S4, I contacted John to inquire about shipping the intake to Canada. He mentioned sending it via UPS and gave me a quote. I emailed him back and asked him to give me a quote for shipping via USPS, in order to avoid paying UPS their ridiculous border fees. I received no answer from him. I called him, left him a message, and never got an answer back. I searched him out on Audizine and realized that this kind of behaviour was all too common. This was over a year ago. Clearly nothing has changed. I went with the USP intake, and LOVED it. The guys at USP looked after me, answered all of my questions, and shipped the intake via USPS (at my request). Their intake isn't very common around here though. Instead, everyone buys an intake from a guy that hangs on to their money, ignores them and offers up constant excuses. I don't get it. Sure, it's a great product, but it's no different than what USP, CTS and ECS are offering. Biggest difference, is that when you order from the other guys, they'll actually ship you the product right away.

To the guys sending "one more email" and waiting for a reply, don't waste your time. Just cancel your order and grab another intake (either in the classifieds, or from a vendor who will actually treat you with some respect)

[DannyDeez]

When I was looking for an intake for my S4, I contacted John to inquire about shipping the intake to Canada. He mentioned sending it via UPS and gave me a quote. I emailed him back and asked him to give me a quote for shipping via USPS, in order to avoid paying UPS their ridiculous border fees. I received no answer from him. I called him, left him a message, and never got an answer back. I searched him out on Audizine and realized that this kind of behaviour was all too common. This was over a year ago. Clearly nothing has changed. I went with the USP intake, and LOVED it. The guys at USP looked after me, answered all of my questions, and shipped the intake via USPS (at my request). Their intake isn't very common around here though. Instead, everyone buys an intake from a guy that hangs on to their money, ignores them and offers up constant excuses. I don't get it. Sure, it's a great product, but it's no different than what USP, CTS and ECS are offering. Biggest difference, is that when you order from the other guys, they'll actually ship you the product right away.

To the guys sending "one more email" and waiting for a reply, don't waste your time. Just cancel your order and grab another intake (either in the classifieds, or from a vendor who will actually treat you with some respect)

Well said. Nobody listens to me, hopefully they'll take your advice.

[Bruno_s4]

When I was looking for an intake for my S4, I contacted John to inquire about shipping the intake to Canada. He mentioned sending it via UPS and gave me a quote. I emailed him back and asked him to give me a quote for shipping via USPS, in order to avoid paying UPS their ridiculous border fees. I received no answer from him. I called him, left him a message, and never got an answer back. I searched him out on Audizine and realized that this kind of behaviour was all too common. This was over a year ago. Clearly nothing has changed. I went with the USP intake, and LOVED it. The guys at USP looked after me, answered all of my questions, and shipped the intake via USPS (at my request). Their intake isn't very common around here though. Instead, everyone buys an intake from a guy that hangs on to their money, ignores them and offers up constant excuses. I don't get it. Sure, it's a great product, but it's no different than what USP, CTS and ECS are offering. Biggest difference, is that when you order from the other guys, they'll actually ship you the product right away.

To the guys sending "one more email" and waiting for a reply, don't waste your time. Just cancel your order and grab another intake (either in the classifieds, or from a vendor who will actually treat you with some respect)

Totally agree with this! Nobody is too busy to reply to emails (even after hours).
Sounds like he doesn't care about customers and I definitely wouldn't contact or order from him if I wanted an open air (heat soaking) intake.

[14S4GWM]

Well said. Nobody listens to me, hopefully they'll take your advice.

I was in the same boat as the others over a year ago. After reading into it some more I called 3 days in a row to cancel my order and it finally got canceled. Haven't even thought about since. I'm right there with ya. It's unreal that he is still surviving, probably losing money monthly at this point.

[Staz]

Ordering usp tomorrow :)

[DannyDeez]

Ordering usp tomorrow :)

Nice! Its on sale right now too!