RoamRig Support Expectations
We know that when something isn’t working—especially while you’re on the road—uncertainty about how to get support can add frustration. This page explains what to expect from RoamRig support. Our goal is to make the process clear, fair, and predictable.
Online Resources
We are a very small team, and while we’re not available 24/7, our Knowledge Base is. It covers setup, usage, troubleshooting, and common fixes—and in many cases searching for help here is faster than waiting for us to reply.
Email Support
If you still need help after reviewing the documentation, email support@roamrig.com to open a support ticket. Here's what to include in your message.
We use email because it:
- Allows us to respond as time permits
- Lets us share links, diagrams, and screenshots
- Allows you to send photos and videos
- Creates a clear record of the issue for both you and our team
We check messages sent to support@roamrig.com at least once daily during business hours (Monday–Thursday, Eastern Time). On average, we’re assisting 20+ customers per day while also completing multiple van installations each week. Because of this, responses are typically sent once per day and may take longer if we need guidance from a vendor or manufacturer.
All support requests must begin via email. Messages sent through Facebook, text, voicemail, or other channels will not receive a timely response.
Live Support
While a phone call may seem easier, it’s rarely the most effective option. To specialize in complex RV electrical systems and maintain high-quality products, RoamRig must remain a small, focused team. Replacing email-based support with on-demand calls is not sustainable for us.
We do not offer urgent or on-demand phone support. However, for systems within the 1-year warranty, we may offer live phone or video support if:
- You’ve reviewed and followed our documentation
- You’ve engaged with support via email and responded in a timely manner
- Communication has been collaborative and respectful
Live calls are not a shortcut for skipped steps or delayed responses.
Outside of Warranty
For systems outside the warranty period, we continue to offer basic troubleshooting via email.
If the criteria above are met, we may offer a paid video call. If needed, replacement components may be purchased from us at a discount, but installation labor is the customer’s responsibility.
In some cases, it may be faster to work directly with the component's manufacturer. When appropriate, we’ll point you in the right direction.
Purchased a Used RoamRig System?
If you’ve purchased a van with existing RoamRig upgrades, please start by reviewing our Knowledge Base. Every new system purchase includes a detailed, in-person orientation, which we’re unable to repeat for subsequent owners. All orientation material is also covered in the Knowledge Base. We're happy to share relevant links with you when we transfer your system's registration records to you.
As with out-of-warranty systems, we’re happy to provide basic troubleshooting via email if questions remain.