"Terrible customer support"

I ordered a towing cover for my caravan in February. I did not get a sales confirmation/receipt from them. I have twice been onto the on-line chat and it was hard work to get the person on the other end to understand this. I then got an e-mail with the confirmation attach. I was told my cover would take two to three weeks to be delivered. That date has now passed so I emailed them and of course I have now been ignored by Protec. If I could stop the card payment I would do.

Totally ignorant treatment of their customers, but having read some of the other reviews I should take heart that I am not the only one with a grievance. How this company survives beats me. Next step is to write to the Motorhome and Caravan club as it was from an advertisement in their magazine that I got the address of Protec.

"Very poor customer service"

Can't comment on product as it has never arrived!!!
Ordered cover in early December with full dimensions and provided everything that was asked.
I chased up in January - 'Can you provide us with more info'
I chased in February - no response
I chased early March - 'erm, ahhh, erm, arhh.....yeah we will ring you back'.....never did.
I chased one last time on the 9th March - 'really sorry order went amiss will be with you within the week' Really? can you confirm this by e-mail then please this is the thread....

From: info
Sent: 21 March 2017 11:38

Good Morning,

As per the email below, i do apologise we have not kept to the agreed date.
Would you like us to cancel the order? We would still require the solar panel dimensions in order to complete the cover.

I really do apologise.

Kind Regards,
The Protec Team
Telephone: 01274 780 088
________________________________________
From: info
Sent: 09 March 2017 14:18

Good Afternoon Jamie,

Further to our telephone conversation I can confirm hat your cover will be going into production and will be with you at the back end of next week. Like discussed on the phone I have promised that if the cover does not reach you by the end of next week your order will be cancelled and payment will be refunded. I completely understand your frustration and please don't hesitate to call next week to track progress.

Also please find attached a order review.

Kind Regards,
The Protec Team
Telephone: 01274 780 088


Pretty rubbish really :(

£5 says they shut shop before the summer!!

Have a navigate around their website and you will see what I mean....no recent updates, news and links that don't take you anywhere

"Excellent quality cover but..."

We ordered a Protec cover for our Autosleeper Symbol campervan last November and it arrived last week. We'd been told 8 weeks but it was actually about 11 - though they did phone to apologise for the delay.
The quality and design of the cover is excellent. It looks good, fits well, and appears to be high quality material.
Also included was the "Easyfit system" which comprises two poles and D-rings at the top rear of the cover to enable one to drag it across the roof. The principle is good but my pole snapped in two as soon as I applied any pressure to it! Essentially the poles are far too flimsy for the job. Either don't bother paying extra for the "Easyfit" system or be prepared to use it very carefully.

"Very Long Lead Times - Still Waiting"

I went to the NEC motorhome show in 11th October 2016. Spoke to people on the stand - very helpful and good knowledge of the products.
I have a bespoke 4x4 Mercedes sprinter campervan, with spare wheel carriers on the rear doors, so need a cover made to fit, with doorways for the side loading & rear doors.
I ordered the cover, by phone, on the 27th October 2016, I then emailed them photos and dimensions of the van as they requested.
I was told there was a 6 week lead time, so I expected delivery by mid December.
Phoned in Mid December 2016 to be told they had run out of grey fabric, and delivery would be in mid Jan.
They then left a voice mail in mid Jan, saying there was another two week delay - no reason was given or incentives offered as a gesture of good will.
Phone on the 2nd Feb 2017 and enquired about the progress of the order, the lady said she had to check and would phone me back in 20mins. left it 30mins and then phoned them back - they had closed the office.

I still have no idea when the cover is going to be delivered some 3 months after it being ordered.

I cannot rate the "product" but, so far the customer service is very poor.
The lack of honest communication / expectation management is extremely poor.

I believe a company should under promise and then over deliver - This as yet is not be practiced by Protec Covers.

Interesting that all the reviews on the website are "positive". Everyone knows that things do go wrong, BUT its how this is managed that makes a great company!

I'll update once I have a response and eventually have the product.

"10 weeks after order and they hadn't started making my cover - cancelled order!"

I ordered a custom made cover for my new Hobby caravan from Protec to use before onset of winter. I was told it was their busy period and delivery would be 4 to 5 weeks. After 5 weeks I contacted them and they said the order was now in the factory. Two weeks later and still no cover I contacted them again. I was told they needed a measurement from me! Why wasn't I asked to provide this before? I duly provided the measurement plus a few others for the avoidance of doubt. 10 weeks and still no cover I contacted them again. It turns out they hadn't even started making my cover saying they wanted another measurement. I told them not to bother and I cancelled the order. I promptly ordered an off the shelf cover that took precisely 2 days to arrive. Ok my caravan isn't a common model in the UK but 10 weeks from placing the order and not even starting making the cover plus no contact from them in the meantime is totally unacceptable. My advice would be not to bother!

"Good covers but slow delivery"

I ordered from this company around 4 years ago and received a very good cover promptly.

Whilst the product is still good the delivery is poor taking much longer than the 2 weeks promised to me. My advise would be to assume delivery to be at least 5 weeks to avoid disappointment.

"towing cover"

cover is great front of caravan spotless after driving 150 miles in the rain

"great product better instructions would help"

Bought my towing cover through Bailey parts. Great product but confusion over installation of the sides caused problems. Great service from Kirsty at Protec.

"front cover"

Excellent service from start to finish

"A well satisfied customer"

Order placed, details taken, ETD given and as agreed everything on arrival was prefect. Good job well done.