Escape After Sales

[Ron in BC]

I noticed a message on Facebook from ETI listing the names and job titles of the folks involved in after sales.

It might be handy for forum members without access to the Facebook message to have these names.

Can anyone post it here?

Ron

[Lawrence A]

Originally Posted by Ron in BC

I noticed a message on Facebook from ETI listing the names and job titles of the folks involved in after sales.

It might be handy for forum members without access to the Facebook message to have these names.

Can anyone post it here?

Ron

Not from Facebook (not a member), but this should do. It's from Escape's latest emailed newsletter.

"Escape Aftersales
Hello all, a brief message from Escape Aftersales:

We would like to thank you all for your patience with Escape’s Aftersales Support department over the last while. We have seen some significant changes to our staffing, structure, and our customer care philosophy.

We are very hopeful that this transformation will result in a much better experience for all our amazing customers. Escape Aftersales Support is led by Steve Martens (Director of Supply Chain and Aftersales Support), team members Jasmine Schroeder (Service Specialist), Nicolas Paske (Aftersales Specialist), and Jamie Bawtinheimer (Aftersales Specialist).

We are dedicated to providing industry-leading customer support, and we’re ready to assist you with any of your Warranty, Part Sales, and trailer Servicing needs.

We can be reached at support@escapetrailer.com or toll-free at 1-855-703-1650.

Thank you,
Steve"

[rubicon327]

Really glad to see Escape take a 180 on their after-sales support philosophy including parts, upgrades and service. This will be a nice selling point for many folks that are within a reasonable distance of Escape.

[iamunique127]

That looks like positive news. Maybe I'll have them put us back on their Ambassador program. I had an very disappointing experience with the last crew and had us taken off.

[Ron in BC]

Originally Posted by Lawrence A

Not from Facebook (not a member), but this should do. It's from Escape's latest emailed newsletter.

Thanks, I hadn't noticed that. It's always nice for folks that need to deal with a business to have a name to start with.

Yes, it definitely seems to indicate a much increased focus on customer care.

Ron

[UncleTim]

Okay I have been trying to wrap my head around this one for over a week now.

Here is my understanding. Not sure if this is all correct. Open for comments, like everything else.

1. Escape Trailer Inc. is for sale.
2. ETI is also without a permanent CEO/President.?.
3. ETI is looking for a new President.?.
4. The parent company to ETI is also for sale. Is this correct?
5. It looks like there has been a big change in employee positions that may positively affect customer relations.
6. All of these changes we seem to be seeing from ETI could also be wiped out by an incoming president that places a higher value on something else other than customer support.

My role in all of this? I am getting an ice-cream headache trying to figure out my relationship with ETI.

Am I a supported customer welcome to bring my trailer back for support issues, either under warranty or not?

Or am I a one time sale, never to be seen again, thank you very much? That is how I feel like I have been treated so far, and I have not found the staff to be very helpful when I have called in. Once they did not even call me back.

I do have several issues I would like to talk to them about, and maybe come up for modifications. Hell! I would like to just know how many watts I can safely get through the 12 volt system wiring. A USB-C adapter and a hungry device can easily place a demand of over 100 watts on the system. What is safe?

So when I hear talk of ETI warming up to customers, (I would like to say again, I have never experienced it once), I start thinking about ways to restart a relationship with ETI, in the interest of keeping my investment in mobile living intact.

I may be making too much of this as I have a tendency to run on the sensitive side of life. But I really would like a better relationship with the company that made my wonderful camper. I really do love this thing. And I am not opposed to running up to BC once in a while for a little tune up.

This has been bugging me for a few weeks. Maybe now I will feel better.

[Iowa Dave]

Opposite of you Tim, I have always run on the blunt side of life. If I want establish facts on anything I go as far up the ladder as I am able and ask the person in charge what the current policy is. I was raised this way, worked for and with citizen taxpayers for solution to a question or problem and in retirement further developed a tendency to act and speak my mind and appreciate direct answers whether I like them or not. So my suggestion is to arrange your questionnaire just like you have this post, call escape and ask for the top person in charge and get direct answers as best you are able. Life is too short to have angst and nagging concerns in my opinion.
Hope you get your questions resolved and go into the winter in a comfortable state of mind with some warm clothes for cold days ahead.
Iowa Dave

[GinoandLinda]

I use Iowa Dave's method for escalation. However, I start out by setting a very low bar for customer service in general and will usually seek out a DIY before anything else. I put a value on my time and sitting on a phone or waiting for mail is a waste. Just had a case of this this weekend:

We purchased a Keurig coffee maker a few months ago to use in our Escape. We leave the machine in the Escape and knowing that there is water in the system, I wanted to drain it to prevent it from freezing in the coming Fall/Winter. Found a document on the Keurig site for our model and followed the instructions at which time the maker lost all power and had that sickening burnt electrical smell. My options were: 1-Call Keurig 2- take it back to Costco and get a new one 3- try to DIY it.
A quick search on Youtube revealed a video on how to reset the thermal breaker. Within 15 minutes I was making afternoon fika. Saved a whole lot of frustration and dealing with people which is not one of my favorite things to do in cases like this.

[Buzz505]

Originally Posted by UncleTim

Okay I have been trying to wrap my head around this one for over a week now.

Here is my understanding. Not sure if this is all correct. Open for comments, like everything else.

1. Escape Trailer Inc. is for sale.
2. ETI is also without a permanent CEO/President.?.
3. ETI is looking for a new President.?.
4. The parent company to ETI is also for sale. Is this correct?
5. It looks like there has been a big change in employee positions that may positively affect customer relations.
6. All of these changes we seem to be seeing from ETI could also be wiped out by an incoming president that places a higher value on something else other than customer support.

My role in all of this? I am getting an ice-cream headache trying to figure out my relationship with ETI.

Am I a supported customer welcome to bring my trailer back for support issues, either under warranty or not?

Or am I a one time sale, never to be seen again, thank you very much? That is how I feel like I have been treated so far, and I have not found the staff to be very helpful when I have called in. Once they did not even call me back.

I do have several issues I would like to talk to them about, and maybe come up for modifications. Hell! I would like to just know how many watts I can safely get through the 12 volt system wiring. A USB-C adapter and a hungry device can easily place a demand of over 100 watts on the system. What is safe?

So when I hear talk of ETI warming up to customers, (I would like to say again, I have never experienced it once), I start thinking about ways to restart a relationship with ETI, in the interest of keeping my investment in mobile living intact.

I may be making too much of this as I have a tendency to run on the sensitive side of life. But I really would like a better relationship with the company that made my wonderful camper. I really do love this thing. And I am not opposed to running up to BC once in a while for a little tune up.

This has been bugging me for a few weeks. Maybe now I will feel better.

I have given up on ETI. I ran into a friend this year who told me of defects in her class A motor home and their taking it back to the manufacturer for repairs. Too bad anyone needs to do that but at least she is able to do so. We do like our 5.0, I would not recommend it to someone looking to buy unfortunately. I will not persue issues with ETI again, I will live with the many defects and fix what I can. I took the cover off the spare tire and threw it away. No advertising from us!

[Ron in BC]

Originally Posted by Buzz505

I will live with the many defects and fix what I can.

Any examples that you'd like to share?

Ron

[J1973s]

I’d like to hear of your problems as I’ve recommended Escape to many of my friends.

[MrLynn]

Originally Posted by Buzz505

We do like our 5.0, I would not recommend it to someone looking to buy unfortunately. . .

That sentence is both run-on and confusing. If you like your 5.0, why would you not recommend it?

What problems have you had that ETI would not address?

[MarkinVan]

Originally Posted by Buzz505

I have given up on ETI. I ran into a friend this year who told me of defects in her class A motor home and their taking it back to the manufacturer for repairs. Too bad anyone needs to do that but at least she is able to do so. We do like our 5.0, I would not recommend it to someone looking to buy unfortunately. I will not persue issues with ETI again, I will live with the many defects and fix what I can. I took the cover off the spare tire and threw it away. No advertising from us!

Escape has made a policy change and will defiantly look after anything and everything. Please see my no longer an orphan post. Couldn't be happier.

[MarkinVan]

Originally Posted by UncleTim

Okay I have been trying to wrap my head around this one for over a week now.

Here is my understanding. Not sure if this is all correct. Open for comments, like everything else.

1. Escape Trailer Inc. is for sale.
2. ETI is also without a permanent CEO/President.?.
3. ETI is looking for a new President.?.
4. The parent company to ETI is also for sale. Is this correct?
5. It looks like there has been a big change in employee positions that may positively affect customer relations.
6. All of these changes we seem to be seeing from ETI could also be wiped out by an incoming president that places a higher value on something else other than customer support.

My role in all of this? I am getting an ice-cream headache trying to figure out my relationship with ETI.

Am I a supported customer welcome to bring my trailer back for support issues, either under warranty or not?

Or am I a one time sale, never to be seen again, thank you very much? That is how I feel like I have been treated so far, and I have not found the staff to be very helpful when I have called in. Once they did not even call me back.

I do have several issues I would like to talk to them about, and maybe come up for modifications. Hell! I would like to just know how many watts I can safely get through the 12 volt system wiring. A USB-C adapter and a hungry device can easily place a demand of over 100 watts on the system. What is safe?

So when I hear talk of ETI warming up to customers, (I would like to say again, I have never experienced it once), I start thinking about ways to restart a relationship with ETI, in the interest of keeping my investment in mobile living intact.

I may be making too much of this as I have a tendency to run on the sensitive side of life. But I really would like a better relationship with the company that made my wonderful camper. I really do love this thing. And I am not opposed to running up to BC once in a while for a little tune up.

This has been bugging me for a few weeks. Maybe now I will feel better.

Please see my orphan post, our experience was wonderful and your items 1 thru 6 had no bearing on the wonderful service we received. They were welcoming, acknowledged their pervious service policy errors, and looked after us exceptionally well at an even more than exceptional price.

[MarkinVan]

Originally Posted by Ron in BC

I noticed a message on Facebook from ETI listing the names and job titles of the folks involved in after sales.

It might be handy for forum members without access to the Facebook message to have these names.

Can anyone post it here?

Ron

Jasmine & Nick.

Additionally, the 2 ladies that answer the phones and front reception desk are terrific.

[WillyB]

I called Escape today to order a lens cover for the outside light by the drain valves. I bumped it and cracked it.

The gentleman I spoke with was the most pleasant person and through the conversation he realized it was our 1-year anniversary of our Escape. We chatted about all our stories etc. A very engaging young man.

With all that he is sending the lens cover at no charge.

They seem to be on the ball in the customer attention department.

[MrLynn]

Originally Posted by MarkinVan

Please see my orphan post, our experience was wonderful and your items 1 thru 6 had no bearing on the wonderful service we received. They were welcoming, acknowledged their pervious service policy errors, and looked after us exceptionally well at an even more than exceptional price.

I don't expect it hurts to live next door to ETI. It would be nice if ETI could recruit some RV service shops (not necessarily dealers) to serve as remote Authorized Service Centers around North America. I could recommend a couple here in eastern Massachusetts.

[occer]

ETI has been very good about getting items fixed. They offered to have me take the trailer to my a local RV repair shop and have them do the repairs and ETI would pay for the repairs.

We picked up our trailer the end of June. Our items were minor.

One of the repairs was replacing the plastic piece that holds the cupboard doors closed.
I figured I could replace the clip myself, Nicholas sent me replacements and a few extras in case any other ones break.

[oldwave]

Perhaps with the ejection of Karl, things are improving? A couple of my friends who have jumped to the unmentioned brand were very unhappy with the service they got in his management time. I liked my 21 but bought it before the initial buy out.

[Buzz505]

We picked up our 5.0 in October of 2021. Everything seemed ok at the time and we drove it home, used it on a few camping trips in 2021 and 2022. The problems started about 1 year after, poor wiring though out, refrigerator disconnecting, converted failed, maxx fan not working, thermostat did not operate, several other issues brought to the attention of ETI. I received NO RESPONSE from them, not even a "Go Away". After owning for 1 year that is unacceptible in any context. Karl, wherever you are, stay there.