A Positive ETI Support Experience

[JohnK-ESC]

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-ESC]

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

 

[kavm]

This is great news! I have been critical of post-sales support from ETI. But, I have to applaud the interaction you had. It seems quite encouraging. Probably a year or two out, we would like to upgrade some items - including the lithium batteries. I'd reach out to ETI and see if they can advise or, if they offer service, have them do the work.

 

[Cathleen Shea]

We're a month in to our E19. I guess after-sales-support ebbs and flows. We're having great difficulty getting emails responded to... we were told, you find a shop to fix your window leak, we'll reimburse you.

Sigh!!!

Good luck kids! One shop said, we don't do windows. The second shop is MIA. The third shop looked at the photo I sent and said, you need a whole new window... that's a manufacturer job.

Seriously? This sucks!!!

 

[Selkirk]

It's disappointing to hear reports like this. I would think ETI would be more than willing to assist you to locate a facility capable of performing any necessary service.

Based on my own experience, I can't see them leaving you hanging with a brand-new trailer. I'd give ETI the benefit of the doubt that somehow your previous communications inadvertently slipped through the cracks. It's not good, but it happens.

If it were me, I'd reach out and request a formal call/meeting be scheduled in order to review the issues and establish a path forward to reach a successful resolution.

 

[Cathleen Shea]

Excellent wisdom. This email thing is wearing thin. I'm a former Air Force officer... it is time to ask direct questions, and schedule a meeting.

We're disappointed, too. Out of the many companies we looked at... ETI seemed to have it all. From quality product to customer service. Oliver trailers wouldn't even return an email or phone call... they didn't want to talk to me & my wife. Mmhmm!

I'd heard some folks grumble that ETI being sold off to a corporate entity was bad. I hoped for the best, though.

I'm scrappy... we'll get what we paid for or I'll be asking for my 7 yr warranty money back!

 

[iamunique127]

While this forum is a good place for support, ideas and venting if it were me with warranty issues I'd be dealing directly with the warrantor, ETI, regardless of how I needed to be in contact with them.
If they are not responsive quickly enough by email (of which I'm sure they are inundated) get on the blower and be persistent. They have a legal obligation to you.

 

[BobCS]

I've said it elsewhere... use a phone, not email. ETI support is much better that way.

 

[Cathleen Shea]

I couldn't agree more, Bob. ETI saved the day.

Jasmine found us a shop within a reasonable distance, and we're scheduled next week. Much relief for we noobs to full-time nomad life.

The window repair only needs a new seal... not a whole new window like one unscrupulous shop diagnosed without physically seeing the rig. Our hot water pipe was one part user error (I'd set the pressure too high), and one part an expansion/contraction issue on the fitting that needed tightening. I'm thankful I didn't have to mess with the clamp.

So... ETI, and, specifically, Jasmine, weathered my storm of anxiety in gracious Canadian style. The highest compliment I can think of is... I would work for Jasmine. Her dedication, and sincere joy for the mission is commendable.

We are adventure bound... ETI has our back.

 

[jjdeluca]

Glad to hear it's all being worked out. Our experience in working with Jasmine on a few warranty issues has been great. Enjoy your adventures!

 

[scubarx]

...I'm a former Air Force officer ... I hoped for the best, though.

Having been in the military, I would have thought you knew that "hope" is not a strategy.

 

[MrLynn]

Sounds like ETI now has people who really take an interest in helping resolve customer problems. That's a huge positive development—in the end, it all comes down to people. You've got to hire the right ones.

 

[TheNiceFamily]

Sounds like ETI now has people who really take an interest in helping resolve customer problems. That's a huge positive development—in the end, it all comes down to people. You've got to hire the right ones.

They most certainly have! I dealt with Jamie who was an absolute rock and a joy with all sorts of practical advice and encouragement to work with a local RV dealer of choice to deal with a few small issues we had.

I'll admit to some trepidation when reading about how after-sales support was being (mis)handled for a few years. In fact, we have friends who experienced it and were so put off they traded their Escape in after only two years (on a Bigfoot).

However, our experience and that of those who have purchased recently leads me to believe that things have most definitely changed and improved. I don't care one jot who owns ETI, but I do respect them. They've clearly understood the value of keeping the right people and letting them get on with the job. Empowerment is a wonderful thing.

 

[Cathleen Shea]

Having been in the military, I would have thought you knew that "hope" is not a strategy.

There is more to existence than my commission. Hope saved my life. Be well.

 

[Jim Bennett]

Sounds like ETI now has people who really take an interest in helping resolve customer problems. That's a huge positive development—in the end, it all comes down to people. You've got to hire the right ones.

They always have had good folks working there. Since owning an Escape since 2009 and using their support, and even recently, I have always received good help.

 

[Ron in BC]

I agree, everyone that I've dealt with has helpful in their own way. It's unfortunate that one person, although nice enough to talk to, just wasn't the person to be in a job that required customer followup. I think those days are well behind ETI now.

Ron