A Positive ETI Support Experience

[JohnK]

Preparing to install a Renogy 200 watt solar panel on the forward roof of our 21C, I contacted ETI support some days ago with several questions. My primary inquiry was to find out which alloy and temper ETI use for their panel mounting brackets.

Mounting a solar panel on the front roof of a 21C is not a generic installation. I know that, we all know that, and ETI knows that. Renogy's mounts obviously do not meet my needs on the front end of a 21C. ETI's response more than once was: "if you need to find out the alloy and temper of the mounting brackets, you would have to reach out to the manufacturer of the solar panel, as those brackets would come with it."

Interpreting these responses as evading the answer for liability reasons, I strongly let them know how I interpreted their answer and that I would now be forced to make the decision on choosing panel mount metallurgy totally on my own without input from ETI.

Then yesterday I got a phone call from Steve Martens in ETI support management wanting to air this out and see if ETI could satisfy my concerns. Long story short, I'm here going to give the original ETI agent the benefit of the doubt of honestly having misunderstood my request. They may not even have known what I meant by alloy and temper.

After 30 minutes of good constructive conversation Steve told me that they would get the answer to my metallurgy questions, and, in addition would send me a mounting kit free of charge.

Next Steve asked me if I had any other technical concerns to which I brought up the galley sink to gray tank connection failures I have experienced. His response to that was "we have a kit for that and I will send you one of those as well."

Acknowledging ETI support deficiencies of the past, Steve's parting words to me were that he wants current Escape trailer owners to know things have changed and are changing at ETI support in favor of trailer owners and that ETI support is serious about truly being supportive of us. Steve Martens convinced me of this so, having been a doubter here on the Forum in the past, I just thought I should pass along this positive experience of mine with ETI support.

John

[h2owmn]

good news!

[Cathleen Shea]

Thank you for sharing your experience. We just signed our build sheet yesterday for an E19. Our self-training on systems begins.

[Beep]

We are in the process of doing our build sheet for our 21c. I'm on the fence regarding whether to have ETI do the solar installation or do it myself. When they install they use bolts coming up thru the underside of the roof. How do you intend to mount yours?

[JohnK]

I am writing with mounting a forward solar panel just now. I have wished many times it had been specced out with 2 panels by the original owner, but it wasn’t. You don’t want to do this even if you think projects are fun. Have it done at the factory before they install the insulation.

John