Service Dept call back - time frame?

[NW Cat Owner]

This is for anyone that's had to recently schedule a service appt with ETI.

How long did you have to wait to get a call back after leaving a message?

I first left a msg at 8:30 this AM and another at 11AM. Then an email around 1PM. Both times I called I was connected to the Service Dept and she didn't say Verena wasn't in for the day. I explained what I needed in the first msg as well as the email.

I'm wondering if this is a normal length of time to get a call back. I'm quite frustrated here.

Thanks.

[Chris & Patricia]

Originally Posted by NW Cat Owner

This is for anyone that's had to recently schedule a service appt with ETI.

How long did you have to wait to get a call back after leaving a message?

I first left a msg at 8:30 this AM and another at 11AM. Then an email around 1PM. Both times I called I was connected to the Service Dept and she didn't say Verena wasn't in for the day. I explained what I needed in the first msg as well as the email.

I'm wondering if this is a normal length of time to get a call back. I'm quite frustrated here.

Thanks.

In Canada, sometimes the Easter weekend can stretch to four days and maybe they were short staffed for the day. Verena is quite new and maybe with lots going on and pent up demand with lots of people picking up new trailers may mean that the service is a little slower than they might like. I was recently out at the factory and they are still adjusting to their new layout and production.

[Fox hunt]

I've always gotten great response from them sometimes the same day or the next day which is reasonable to me.

[gbaglo]

I try not to pester them. I have sent an email or two and get a response in a day or two.

[gabeck]

Off hand we can't think of a single business that we have dealt with that responds faster , or more thoroughly than ETI .

[cpaharley2008]

I contacted Lance Manufacturing in Lancaster, Ca about my Lance 1880 in 2012, still have not heard back from them??

[blhvet]

Verena has only been there a month. She did my orientation last week and was likely doing more today. I was under the impression that a response within 24 hours is is kind of the expectation in the business world?

[Loren & Cathy]

I ordered a couple of shower curtains for our 21 on a Thursday by phone and they arrived the following Monday, There was no hurry and yet that was great service. Loren

[KarenH]

Back in 2013 and 2014 when I was scheduling some services, I got a call back or e-mail the same day or the next day which I thought reasonable. But then I never have thought of them as being "on call" like a trades person.

Edited: As an addendum I should add that I have never been in transit with a towing problem so haven't felt the need for immediate assistance. I question whether that is within their purview, however.

[freespirit]

Springfield....called them today and wanted a photo of the bottom/underside of the pedestal base ...while on the phone the dude walked to a pedestal, flipped it over , took a pic with his phone and emailed it ...all in about 10 minutes on the phone. Fastest tech support in along time..

[NW Cat Owner]

Originally Posted by gabeck

Off hand we can't think of a single business that we have dealt with that responds faster , or more thoroughly than ETI .

I have. And I've since found out that it's taken others longer to get responses.

Originally Posted by blhvet

Verena has only been there a month. She did my orientation last week and was likely doing more today. I was under the impression that a response within 24 hours is kind of the expectation in the business world?

Well, I don't know about that.

For some reason the quote from Karen wouldn't include with this reply. Anyway, I wasn't calling from on the road - I was calling from home.

I did get an appt to get things taken care of. May 4th and it'll be there all day, so now I get to figure out what all I want to do in the area while the trailer is getting worked on. And where I want to stay the night before.

[Ian and Sue]

Originally Posted by NW Cat Owner

This is for anyone that's had to recently schedule a service appt with ETI.

How long did you have to wait to get a call back after leaving a message?

I first left a msg at 8:30 this AM and another at 11AM. Then an email around 1PM. Both times I called I was connected to the Service Dept and she didn't say Verena wasn't in for the day. I explained what I needed in the first msg as well as the email.

I'm wondering if this is a normal length of time to get a call back. I'm quite frustrated here.

Thanks.

Relax....they always call or email within a few days! Reace even called me back on a Saturday!

[rubicon327]

The ETI website under "Contact Us" states they return all emails within 2 days. I personally have always found that to be true. Reace even emailed me pictures with measurements when he knew I was tackling the bath window install myself and said to call him with any questions. You would be hard pressed to get that kind of service from another company. Granted it is a different business model, but most trailer companies are just going to tell you to call your dealer with any issues.

[thoer]

My experiences with all aspect of customer service from ETI; from ordering, planning build sheets, solving any problems we had with our 17B, and responding to questions; have been exceptionally high quality.

I wish every company I dealt with provided this level of customer service.

[Jim Bennett]

Originally Posted by thoer

I wish every company I dealt with provided this level of customer service.

Ain't that the truth. I have dealt with a couple others that were on par with Escape, and it is always a pleasure to do so.

There have been a couple wee hiccups along the way, but Escape always came through in the end.

[Dave Walter]

Originally Posted by NW Cat Owner

...I first left a msg at 8:30 this AM and another at 11AM. Then an email around 1PM...

Based on other responses I have seen on this forum and my own personal experiences, ETI has a pretty good track record at responding to their customer's issues in a reasonable amount of time. Expecting an instant response and calling them back every 2 to 2-1/2 hrs seems a bit excessive to me. Of course, our problems always seem bigger in our own eyes than in the eyes of others, so it is understandable that the OP is a bit worked up about things. ETI may have a significant queue of other calls that were placed before the OP's call(s). My suggestion is to be a bit more patient and tolerant, your number will come up and ETI will respond.

[Iowa Dave]

Recently I had some service done on a $10,000 piece of equipment. The dealer
was given clear written service orders. He estimated the work would take 1 week. It took three. It was not complete when I was called to pick it up, so I waited for the final adjustment, and it cost about $80 more than the estimate. I could have gone ballistic but simply let the owner know I was not impressed with his service. When I do that, it means I won't be back. There's another dealer 59 miles from my home. I know the owner there too and will probably
do business with them next time. Escape has always done great work for us, bent over backward for us and will continue to get my camper business. Hey! Pass me a quart of that Kool Aide and make sure it ain't no virgin.
Dave

[OldstersOutside]

I've been working with Verena on some items on our recently delivered 21. They did have a long weekend and once they were back in the office I've been getting good support. Just like in my job, when I get back in the office after a holiday/day-off, I have to dig out.

[emers382]

I sent a message through the "contact us" on their website on March 27 and heard back from Verena on April 3, I did not think that was unreasonable since I was asking for service at the end of May.

Adrian

[LeonW]

Originally Posted by thoer

My experiences with all aspect of customer service from ETI; from ordering, planning build sheets, solving any problems we had with our 17B, and responding to questions; have been exceptionally high quality.

I wish every company I dealt with provided this level of customer service.

+1. I have always gotten a response in a day or so, either via a phone call or an email. Have even gotten responses from Reace on Sunday night when I have posted an issue in the forum. I am always pleased when I get this sort of service. but I don't expect it all the time. I understand that there are weekends, holidays, etc. and know there are times when I haven't returned a call as promptly as i might have.