Offroadnewbie
Well-Known Member
- Thread starter
- #1
Sorry for the long post but to sum it up Roam won't contact me or the vendor they had me drop a tent off for warranty work and just to get it to the vendor was a 2 1/2 month process.
I bought the Rambler tent from them in March of last year and for a few months everything was great. Then A few months later the Roam Adventure Comany name plates fell off the tent and it took them 6 months to send replacements and I had to send photos to them twice in order to get them replaced.
In April of this year I discovered the hardshell had cracked on the tent so I emailed them on the 17th. They said it was rare but that they would have it repaired but he had to contact someone to figure out how. They wouldn't swap the tent and said that having it sprayed with Line-X would be the correct solution. Roam then took 2 1/2 months to find a place and I feel like they only did after I gave them an ultimatum.
They emailed me about a month in saying they would email me in a couple of days with the location to drop the Rambler off and have it sprayed. I had a family situation that took me out of state for 2 weeks and during that time Roam never contacted me. When I got back I remembered a week later to follow up. A week after that the rep responds to me saying the first place fell through and that he would find another place. 20 days after no update I told him I either needed a location to drop the tent off they needed to send a replacement tent. 2 days after that he gives me a location in Boulder, CO to drop it off about 45 minutes from my house.
I call the shop the next day and the guy said he's booked 2 weeks out which is fine because it's at last getting taken care of. On July 17th I drop it off and email the rep saying it's dropped off. About 20 minutes later the shop calls me and says there is an issue with the weather stripping and it needs to be replaced and says he has contacted Roam about it. I also contact the rep but neither of us get a reply. I give it a couple of days and just buy some off Amazon and have it shipped. During that time the shop has finished the Line-X and puts the weather stripping on when I bring it by on Friday the 21st.
I emailed the rep and called Roam's number and left a voicemail for them letting them know the work was complete minus the weather stripping it was done since . They never contacted the shop.
Monday the 24th I emailed and called again. I then emailed the [email protected] which generated an automated response saying they were down a few CSRs and responses were delayed. Later that afternoon I get a response from a different CSR saying they would reach out to the original CSR and that there was a shake up on the team and they were behind.
Today the 26th after no follow up I emailed again saying if there was no update from the original CSR I needed to have a manager call me. Also now when you call Roam's number 512-380-1960 it just says their office is closed until July 31st.
All I need is one of their reps to call and pay for the work which they agreed to. As it sits right now no one is going to get back to me until Monday or Tuesday and the shop the tent is at is closed Friday through Tuesday next week and I supposed to be on a camping trip then anyway which now will be without the tent.
At this juncture you couldn't pay me to use a Roam product.
I bought the Rambler tent from them in March of last year and for a few months everything was great. Then A few months later the Roam Adventure Comany name plates fell off the tent and it took them 6 months to send replacements and I had to send photos to them twice in order to get them replaced.
In April of this year I discovered the hardshell had cracked on the tent so I emailed them on the 17th. They said it was rare but that they would have it repaired but he had to contact someone to figure out how. They wouldn't swap the tent and said that having it sprayed with Line-X would be the correct solution. Roam then took 2 1/2 months to find a place and I feel like they only did after I gave them an ultimatum.
They emailed me about a month in saying they would email me in a couple of days with the location to drop the Rambler off and have it sprayed. I had a family situation that took me out of state for 2 weeks and during that time Roam never contacted me. When I got back I remembered a week later to follow up. A week after that the rep responds to me saying the first place fell through and that he would find another place. 20 days after no update I told him I either needed a location to drop the tent off they needed to send a replacement tent. 2 days after that he gives me a location in Boulder, CO to drop it off about 45 minutes from my house.
I call the shop the next day and the guy said he's booked 2 weeks out which is fine because it's at last getting taken care of. On July 17th I drop it off and email the rep saying it's dropped off. About 20 minutes later the shop calls me and says there is an issue with the weather stripping and it needs to be replaced and says he has contacted Roam about it. I also contact the rep but neither of us get a reply. I give it a couple of days and just buy some off Amazon and have it shipped. During that time the shop has finished the Line-X and puts the weather stripping on when I bring it by on Friday the 21st.
I emailed the rep and called Roam's number and left a voicemail for them letting them know the work was complete minus the weather stripping it was done since . They never contacted the shop.
Monday the 24th I emailed and called again. I then emailed the [email protected] which generated an automated response saying they were down a few CSRs and responses were delayed. Later that afternoon I get a response from a different CSR saying they would reach out to the original CSR and that there was a shake up on the team and they were behind.
Today the 26th after no follow up I emailed again saying if there was no update from the original CSR I needed to have a manager call me. Also now when you call Roam's number 512-380-1960 it just says their office is closed until July 31st.
All I need is one of their reps to call and pay for the work which they agreed to. As it sits right now no one is going to get back to me until Monday or Tuesday and the shop the tent is at is closed Friday through Tuesday next week and I supposed to be on a camping trip then anyway which now will be without the tent.
At this juncture you couldn't pay me to use a Roam product.
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