FAQs – Rockford

How can I pay?
As of now, we accept payments through offline bank deposits or PayPal. Personal and bank cheques and money order payments require a period of waiting before your payment will arrive and can be processed before your order can be shipped.

For payments via bank deposits, use your order number as a reference when processing your payment. Please notify us via email at info@rockford.com.ph when you have made your deposit so we can start processing your order.

What are the shipping companies you use to ship out orders?
In-house delivery team, Grab, and Lalamove

When will my order be shipped?
Through third-party logistics, we are able to ship nationwide. It would typically take seven (7) to fifteen (15) business days for us to ship your order if you are outside Metro Manila. Otherwise, we usually send your order within three (3) to five (5) business days if you are in Metro Manila. The faster you make your transaction, the faster you receive your order.

You will be able to track your order through our platforms and receive relevant updates on its status via email. When your order has already been packed and shipped, it will be marked as "Shipped".

Rockford is not liable to any late delivery and that delivery times indicated are only based on guidelines. Uncontrollable events, such as natural disasters can greatly affect the expected delivery time. We ask for patience in times like this as we will do our best to deliver and update you.

The stated delivery times are only guidelines and Rockford Marketing Corporation is not liable for any failed deliveries per the said times. Aside from that, uncontrollable events, such as natural disasters, can affect your order's delivery time. During these times, please be patient, and we will do our best to update you on your purchase.

Do you offer local pick up?
Although we ship throughout the country for varying shipping costs, you can pick up your orders from our office at 722 Moriones St. cor Juan Luna, Tondo Manila. All payments should be made through online or bank deposit.

I have not received my package yet. What happened?
If you are experiencing issues concerning shipping, please email us at info@rockford.com.ph.

I received the wrong item.
If you have received the incorrect items, all you have to do to rectify the problem is contact us at info@rockford.com.ph

Do you ship to international buyers?
As of today, we only ship nationwide and use third-party logistics to cater to customers outside Metro Manila.

How much is the shipping fee for an item?
Free shipping for orders worth Php 5,000 and above
For orders below Php 5k, a flat rate shipping of Php 150 will apply

For Metro Manila orders

My heater is not working, what do I do?
Please contact us at help@rockford.com.ph and we will help you, or click here to fill up our service form .

Why isn’t the water heater working?
Here are the following issues that might happened to your water heater:

The water heater could have overheated.
Some parts need to be changed.
The water pressure is probably weak.
The assembly of the hose to the heater was done incorrectly.
The filter might be clogged.

For further diagnostics, you may call us at 8245-3133 /0917-188 8390 or send an email at help@rockford.com.ph

My bulb stopped working, what do I do?
Please contact us at help@rockford.com.ph and we will help you.

How much is the service fee and change of parts?
The service fee is Php 500 while the fee for the change of parts will depend once the technician checks the heater.

Also, due to the COVID-19 situation, we are also requiring a hazard pay of Php 500 to those who are under warranty.

How much are the installation materials?
This depends on the wiring provision of the customer, the technician usually advises the fittings once he checks the area. Either the customer or technician could provide the materials.

What should we prepare for the installation?
You should:
Provide provision.
Have your own heater outlet.
Provide a motorcycle parking and working permit if you are residing at a condominium.

As per service team, the customer can also prepare the installation materials on their own. If not, we can provide it for them.

How much is the transportation fee outside Metro Manila?
No transportation fee will be charged inside NCR. If you are outside NCR, a fee of Php 200-300 will be asked; however, the fee will depend on your location.

I need my water heater to be serviced/ installed, but I am outside Manila?
For customers in Davao, please contact (082) 3051624
For customers in Cebu, please contact (032) 3451378 | (032) 3454051
If you find that your area is not serviceable by our service center you may contact us at help@rockford.com.ph and we'll help you find a service center.

How do I get in touch with the Panasonic Service in Manila?
0917 188 8390
0917 188 8790
0917 188 8061
0917 188 8097
Email: panasonic.service@rockford.com.ph

How do I get in touch with the Panasonic Service in Davao?
09105283824
(082) 305-1624

How do I get in touch with the Panasonic Service in Cebu?
09232212097
(032) 345 40 51
(032) 345 13 78

CUSTOMER SERVICE

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