Pro Products Radiant Heat Panels

[ShirleyD]

Does anyone know how to get in touch with this company.....I've tried calling several times with no success....I've emailed 3x with 1 response 3 days ago and they haven't replied back since I answered their basic enclosure questions....I know everyone swears by them but their customer service I feel is kind of lacking.....any advice would be appreciated

[Caitlin]

Email is best but you need patience. I've gotten many RHPs from them over the years and to be honest I wouldn't get an RHP from anyone else. They are just drowning in orders these days - as is true for PVC enclosure makers. I think reptiles are increasing in popularity and also a LOT of people got them during lockdown.

I won't make excuses for Bob (the owner of ProProducts) but I do know that he is the person reading and responding to every email and responding to every call. Hang in there and just know that the quality of these products is worth a little bit of hassle, at least IMO.

In the meantime, it's very possible that folks here can also help answer some of your questions!

Editing to add that I am in the process of ordering a new RHP from them and I'd say it took 7-10 days for them to respond to my email answering the questions that help them determine what size RHP to get.

[Malum Argenteum]

+1 on Caitlin's comments. We've come to expect instant customer service response from online vendors and forget that many of these niche cottage industry businesses -- without which the herp hobby becomes just another category of big box stores -- are run by one person who is answering the emails, making and shipping the products, and likely has a real job and a family and a life, too.

[ShirleyD]

Email is best but you need patience. I've gotten many RHPs from them over the years and to be honest I wouldn't get an RHP from anyone else. They are just drowning in orders these days - as is true for PVC enclosure makers. I think reptiles are increasing in popularity and also a LOT of people got them during lockdown.



I won't make excuses for Bob (the owner of ProProducts) but I do know that he is the person reading and responding to every email and responding to every call. Hang in there and just know that the quality of these products is worth a little bit of hassle, at least IMO.

In the meantime, it's very possible that folks here can also help answer some of your questions!

Editing to add that I am in the process of ordering a new RHP from them and I'd say it took 7-10 days for them to respond to my email answering the questions that help them determine what size RHP to get.

Awesome thanks for your help! I wasn't aware it was a small operation, I certainly don't mind waiting for a premium product

[ShirleyD]

+1 on Caitlin's comments. We've come to expect instant customer service response from online vendors and forget that many of these niche cottage industry businesses -- without which the herp hobby becomes just another category of big box stores -- are run by one person who is answering the emails, making and shipping the products, and likely has a real job and a family and a life, too.

First off I wasn't looking instant customer service had I known it was a one person business....its not like that's advertised.....and see that's the problem when people jump on a post being a smart ass instead of offering a simple reply like the person who posted the first reply....I'm aware now that it's a small business and he's just a little behind on communication and I'll just wait it out a little longer

[Malum Argenteum]

First off I wasn't looking instant customer service had I known it was a one person business....its not like that's advertised.....and see that's the problem when people jump on a post being a smart ass instead of offering a simple reply like the person who posted the first reply....I'm aware now that it's a small business and he's just a little behind on communication and I'll just wait it out a little longer

Whoa. This isn't how people reply to helpful responses here. Please don't throw insults unless they are very, very clearly warranted (and even then...).

I apologize if my 100% friendly and helpfully-intended advice was misinterpreted. (One clue on how to interpret comments is to see how many thanks were given, and by whom. Moderators rarely if ever thank smart ass posts.) It was intended to clarify how some of these hobby businesses are run (I run one, and I understand how we're different from larger companies and hope that people understand that those differences are OK) for the benefit of someone who I supposed didn't know how they are run.

I realize that I was piggybacking on Caitlin's post, and didn't add much new content; that's why I led with "+1". I thought, as people often do, that a comment of support and agreement would help corroborate those claims.

Again, I do apologize for any misunderstanding.

[ShirleyD]

Whoa. This isn't how people reply to helpful responses here. Please don't throw insults unless they are very, very clearly warranted (and even then...).

I apologize if my 100% friendly and helpfully-intended advice was misinterpreted. (One clue on how to interpret comments is to see how many thanks were given, and by whom. Moderators rarely if ever thank smart ass posts.) It was intended to clarify how some of these hobby businesses are run (I run one, and I understand how we're different from larger companies and hope that people understand that those differences are OK) for the benefit of someone who I supposed didn't know how they are run.

I realize that I was piggybacking on Caitlin's post, and didn't add much new content; that's why I led with "+1". I thought, as people often do, that a comment of support and agreement would help corroborate those claims.

Again, I do apologize for any misunderstanding.

Ok thank you for that....I did interpret the part about people's expectations as a personal attack....after your explanation I do see where you're coming from now.....no harm no foul

[Caitlin]

I wanted to share an example from just this week of why it's absolutely worth it to have patience with the email response time of ProProducts.

I mentioned that I've ordered quite a few RHPs from them in the past. I am in the process of ordering another one right now. I went through the usual process of answering the questions about enclosure type, conditions in my snake room, etc. A few days later I got this email from him:

"Will this cage be in a different location than your other cages? You always said the room the cages are in was in the mid 70's or higher and this time it can get down to 70°. Also will this cage be an upper cage in a stack or is it a bottom or stand alone cage. You are borderline between two sizes and the reason I am asking these questions."

It has been almost two years since I ordered an RHP from him. But he went back and checked my previous orders and noticed a disparity of 5 degrees F in my previous responses about room temp versus the most recent order, and checked in with me about it.

That's just one example - I've got several others. Bob is the real deal, and this combined with his guarantees about safety and performance are why I'll never get an RHP from anyone else.

[ShirleyD]

I wanted to share an example from just this week of why it's absolutely worth it to have patience with the email response time of ProProducts.

I mentioned that I've ordered quite a few RHPs from them in the past. I am in the process of ordering another one right now. I went through the usual process of answering the questions about enclosure type, conditions in my snake room, etc. A few days later I got this email from him:

"Will this cage be in a different location than your other cages? You always said the room the cages are in was in the mid 70's or higher and this time it can get down to 70°. Also will this cage be an upper cage in a stack or is it a bottom or stand alone cage. You are borderline between two sizes and the reason I am asking these questions."

It has been almost two years since I ordered an RHP from him. But he went back and checked my previous orders and noticed a disparity of 5 degrees F in my previous responses about room temp versus the most recent order, and checked in with me about it.

That's just one example - I've got several others. Bob is the real deal, and this combined with his guarantees about safety and performance are why I'll never get an RHP from anyone else.

That's pretty cool!....how long does it typically take to get a response back?....He emailed me the typical questions Tuesday in which I responded back immediately and I haven't heard from him since....should I be replying back to him from the email he used when he asked me the questions or should I go through his site everytime I email him back?

[Caitlin]

If you emailed him your question responses on Tuesday I'd give him another week. I always just use promist@comcast.net as the email, which I believe is the same email provided on his website. I know it's hard to wait, but you haven't been forgotten. I'm ordering some new PVC enclosures and RHP right now and from what I am hearing from the PVC builders, the last two years have been really hellish, and so far there isn't much of a light at the end of the tunnel. I think all of us need to be patient, which is tough when you know your animals need an upgrade.