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.

[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

[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.

[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.

[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.

[Don Flamenco]

Originally Posted by MarkinVan

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.

Is it possible you meant to use the word "definitely" instead of "defiantly?"

Defiantly: in a defiant manner : in a way that is full of or shows a disposition to challenge, resist, or fight.


Definitely: in a definite way : in a way free of all ambiguity, uncertainty, or obscurity

[Gumpdad714]

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!

Here too. Picked up our 5.0 in September, haven't been able to use it. Tanks registered at 96%, but overflowed and backed up into the shower pan, water leaked underneath the floors and it's been a disaster. Got zero help from support for 2 weeks, made a stink, they picked out an RV dealer to diagnose, who has a scandalous reputation. I've just received an email saying, in effect, there is no leak, everything is a okay. My trailer has festering water damage, and one month later they think sticking a dehumidifier in the trailer would take care of water under the floors. I can't get the CEO's name to complain - no one knows nothing. What an expensive mistake.

[SageRpod]

Originally Posted by Gumpdad714

... Tanks registered at 96%, but overflowed and backed up into the shower pan, water leaked underneath the floors and it's been a disaster.

Sorry you are having a bad experience with ETI. Hopefully it gets better for you.

To be clear, are you saying you received the trailer with tanks 98% full and they overflowed into the subfloor area? By your post, it is hard to understand the situation.

[Gumpdad714]

Originally Posted by SageRpod

Sorry you are having a bad experience with ETI. Hopefully it gets better for you.

To be clear, are you saying you received the trailer with tanks 98% full and they overflowed into the subfloor area? By your post, it is hard to understand the situation.

The tanks didn't come full, in prep for a camping trip, I filled to make sure all was working. When I was filling, the monitor read 96% but the gray tank overflowed, flooding the subfloor.

[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.

[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.

[Gumpdad714]

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.

Oh boy, did you hit a nerve. I'm having a terrible problem with my Escape 5.0. I can't find out who the new President/CEO is.

[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