Rolec  Reviews 

Ellie is awesome.

Calling in a weekend to sort the issue out.

Thanks!!

I contacted Rolec regarding an issue with my EV charger, and Lukasz went above and beyond to help me. He was incredibly knowledgeable, polite, and sorted out the problem in no time. Fantastic customer service—thank you, Lukasz!

Once my electrician had convinced you that he couldn't solve the problem, you were very helpful and efficient.

FORMAL COMPLAINT – UNACCEPTABLE CUSTOMER SERVICE AND FAILURE TO HONOUR WARRANTY

I am extremely disappointed and dissatisfied with the level of service I have received from your company regarding my Rolex Zura, which has been experiencing connection problems since 21 October.

Despite contacting your customer service team numerous times, I am yet to receive a proper resolution or even a courtesy call to update me on the situation. Every time I call, I am given the same excuses: that the matter will be escalated to a supervisor or manager, that someone has been assigned to handle it, or that the relevant person cannot be reached.

I have heard these excuses repeatedly, yet absolutely nothing has been done.

Even the installer contacted your company to report that the product was not working correctly, but no meaningful action was taken. I have been patient and have given your company more than enough time to investigate and resolve this issue. Unfortunately, your continued failure to act demonstrates a complete lack of professionalism, accountability and genuine concern for your customers.

What is the point of offering a warranty if you are unwilling or unable to honour it?

I consider this a complete waste of my money and an extremely disappointing customer experience. I would not recommend this company or its products to anyone, not even my worst enemy.

I am no longer interested in hearing further excuses or being passed from one department to another. I want this matter resolved immediately, and I expect a clear explanation of why my complaint has been ignored for so long.

If this issue continues to be neglected, I will have no hesitation in reporting the company to the appropriate consumer protection and regulatory authorities.

Customers deserve honesty, respect and reliable after-sales support. A company should stand behind the products it sells, particularly when a warranty has been provided.

I expect an immediate response and a satisfactory resolution to this matter.

All good , excellent service

Absolutely Amazing Lukasz was 10/10 helped so much. Big thank you from Seron Electrical Services

Dreadful. They have changed their support system. Logged a ticket over a week ago, chased and chased. Email, chat bot, phone calls. No reply. Two weeks without a home charger. It has always been glitchy but the team previously sorted it quickly.

Horrible experience with Rolec customer support, I have been on the phone with them everyday expecting a call back for my case… which is with Richard, but I have not received anything. I am having to call them myself to get an update and they always tell me that they are first line support and it’s second line support that I need which I can’t contact. This is ridiculous, I have explained that my charger is not working and I am unable to charge my car, and they are extremely unhelpful. They asked if I want to speak to a manager and I said that I would, after asking them when I would be contacted, they responded with “I’m sorry but I don’t know”. This problem has been ongoing for over two weeks and I am still waiting for the issue to be resolved… Horrid service, I would not recommend the charger, I definitely would not recommend them for customer support, I am extremely unimpressed. This charger is no more than 3 years old and it should not be having this many problems. A very bad product.

Lukasz Wozniak has been an exceptional employeed for Rolec. He responded to my electrician's call and assisted him in every way possible. Thank you Lukasz.

Like Nick French reviewed last month, the service from Rolec used to be exceptional, but that has now completely changed.

Opened a case Monday morning and haven't received a call back... I have chased numerous times but can't get through to anyone of any relevance, which is rather frustrating.

Let's hope like Nick's review my opinion changes the same day!

Following my report to Rolec and them checking its performance, or lack of, over the phone, I was contacted by Lukasz Wozniak who arranged for my charger to be replaced. This has been efficiently done and we are back charging. Altogether a good service. Thank you Rolec.

This charger has been out of service for three weeks, I spent two of those weeks trying to get a responce from the Rolec tech help teem. Dispite ringing in every day I never recieved a call back from the original person that raised the case number after everyone that o spoke to saying that they would pass the message on for him to ring me back.

Outstanding service. Fixed a issue I, and others,could not fix. The engineer who came out was brilliant.

Lukasz Wozniak provided technical support on a phone call and was able to help me resolve a problem with our charger. Very friendly and helpful. Thank you

Lucas is an exceptional and outstanding member of staff. He is professional and willing to help. He assisted with sorting my faulty charger and the new installation of the software of the new one. Thank you so much, Lucas; your effort is highly appreciate

Had issue with charging points, contacted Rolec almost every day for for 4 weeks when they kept on assigning a technician called Max who did not bother to deal with issue at all and this case was kept being closed and opened again. Finally case was assigned to Lucask Wozniak who took 10 minutes to resolve whole issue remotely. Quite surprised why 1st technician was not interested to resolve the issue.

The Tech team work really hard to resolve any hardware failure issues - they are very friendly and knowledgeable. Big thank you to all of them but an extra big thank you to Ellie who has worked tirelessly to resolve some issues I needed their help with and has been excellent with updating me quickly and following up to ensure all is well afterwards, it is hugely appreciated.

First time i called tech support - they were great and quick to assist, but when issues came back and a new call we logged, there was no updates via email was calling and emailing daily- met with same response someone will call, or i have messaged the manager they will call - almost 3 weeks, but then when someone did call back they were very helpful and hopefully the issues have been resolved for good........
I have given 3 stars based on this interaction, had it been the first call to Rolec then it would have been 5 well maybe 4 as there is always room for improvement.

If you tell a customer that someone will call - then call them don't just say it - or just update the case via email

Knowledgeable, helpful, pleasant conversation.
Options clearly outlined without pressure.

Excellent service - very patient, thoughtful, experienced and considerate technician who fully understood the problem and quickly provided a fix.