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Old 08-05-2015, 09:30 PM   #31
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Got that right.
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Old 08-05-2015, 09:33 PM   #32
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Right on, Carl.
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Old 08-05-2015, 10:15 PM   #33
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Geographics has a lot to do with it as well. Seeing Escape is a one location manufacturer/distributor, it is impossible for them to do a lot of this "warranty" work in shop. For them to be at the mercy of a 2nd party shop's pricing is not fair at all, it would be easy for them to be gouged.

If they did resell at dealerships, that might be a different story, as you could take up your warranty issues where you bought it, though the sale price would be marked up for the dealership to make a profit.

I had the thermostat in my fridge go while it was still under warranty, but the hassle of dealing with Dometic to get the warranty, when it just cost me a few bucks, and saved me a bunch of run-around time to fix it myself, I just skipped on having warranty cover it.
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Old 08-05-2015, 10:42 PM   #34
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That viewpoint is not accurate. From my own experience with an ETI-owned problem- the rusted window screws, and after four requests for authorization for labor- Reace finally authorized $150. So ETI is not writing a blank check.

If you buy a Toyota from Dealer A and then have a warranty issue, you can take it to dealer B,C,D.....

The little stuff is fine to take care of, but does anyone really think we should be tackling our own solar panel bracket issue though for example? To me that's just crazy. Once you do the work, you're responsible.
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Old 08-05-2015, 11:07 PM   #35
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The little stuff is fine to take care of, but does anyone really think we should be tackling our own solar panel bracket issue though for example? To me that's just crazy. Once you do the work, you're responsible.
I agree that the solar panel mount should be covered under the ETI warranty. The 'option' included an ETI designed mount and attachment system. The panel can fly off and it's a highway safety issue in the US through NHTSA. I believe ETI should pay any costs for the recall and make sure the work is up to manufacturer's (ETI) standards.

For some other issues the line is blurry and, in the end, it's ETI who sets the policy. By sending out the kits promptly it appears to me that they are 'jumping on it' and trying to provide solutions.
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Old 08-05-2015, 11:50 PM   #36
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If you buy a Toyota from Dealer A and then have a warranty issue, you can take it to dealer B,C,D.....
As with any other make, Toyota dealerships don't make up their own pricing - they follow Toyota procedures and Toyota labour cost guides (how many hours to do a job) while using Toyota parts and with Toyota warranty representative authorization. Although they make up their own hourly labour rates and retail parts prices to charge consumers, Toyota only reimburses dealers at standard rates and Toyota's listed retailed prices. And all those dealerships make money doing warranty work at Toyota's expense, so they're happy to do it.

What you can't do is take your Toyota to be fixed at a Nissan dealer and have Toyota pay for the fix under warranty... and for an Escape, every RV shop out there is not one of their dealers.
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Old 08-06-2015, 12:13 AM   #37
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Right Brian, however isn't that what Reace is in effect doing when he sets a dollar figure on an ETI related warranty issue?

Escape can't have it both ways- they avoid using a middleman with dealers, but the warranty support can't be confined to their facility in Chilliwack.
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Old 08-06-2015, 01:23 AM   #38
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Does Escape handle each and every issue in what I'd consider a perfect way? No. I don't think any company does. They make many decisions with both the financial impact and the customer impact considered, and sometimes the solution isn't the best for everyone. But, back to the topic raised by the OP, I have to say, with all due respect, that expecting Escape to pay for an easy to swap $40 part that they did not manufacture and that they don't warrant is laughable. This thread took a turn for the worse. OK, rant off.
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Old 08-06-2015, 09:10 AM   #39
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Escape can't have it both ways- they avoid using a middleman with dealers, but the warranty support can't be confined to their facility in Chilliwack.
Tell me, would you then rather purchase through a dealer and pay more to cover their costs and expenses. You know that Escape would not be selling to dealers a whole lot less than selling direct.
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Does Escape handle each and every issue in what I'd consider a perfect way? No. I don't think any company does. They make many decisions with both the financial impact and the customer impact considered, and sometimes the solution isn't the best for everyone. But, back to the topic raised by the OP, I have to say, with all due respect, that expecting Escape to pay for an easy to swap $40 part that they did not manufacture and that they don't warrant is laughable. This thread took a turn for the worse. OK, rant off.
I completely agree with this, Robert. In a growing company like Escape, where new features are constantly added, along with meeting the customization demands of their customers, not everything goes perfect. But, I feel they work at remedying things WAY better than most companies I have dealt with, including every car dealership, which must train their employees to cover butt.
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Old 08-06-2015, 11:02 AM   #40
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What I would say is this: for $144 Escape could have avoided this negative publicity. I can't tell you how many times we bent over backwards to take care of the customer in our cellphone stores. It comes with the business.

If what the OP said in his first post is true- an ETI employee directed him to go to an authorized service center, then that would seem to imply to a reasonable person that the cost would be covered. I see this as a training issue perhaps and may be a symptom of the rapid growth and the accompanying problems this usually brings to any company.

I was blamed for the rusty screws by several forum members initially(didn't manage your condensation-blah,blah) and it was just typical of the responses we still see today. Imply anything at all that questions ETI business practices and look out!
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