ETI is not for us

[Chris Sr]

First of all I would like to thank everyone for sharing their modifications and experiences on this forum. Also, thank you to Donna D. for sharing her Alaska plans, we hope to use it as a basis for planning our trip when we get the chance.

We selected the E23 F2 and it brought a lot of excitement to my wife and I on how we might enjoy ours while we fulfilled her dream of seeing as many National parks as possible. Luckily, there was an E23 F2 a few towns over and we were able go see one first hand. We used the ETI “Build My Escape” on their web site to pick just which option would work for us, not only now but with future modifications in mind. Sadly our experience has gone down hill from there.

It is not that some of these went from being part of the base unit to becoming an option, nor is it the cost of the options. We are truly concerned about what else ETI is not telling us. A potential customer should not have to guess about the accuracy of the “Build My Escape” tool. We are not comfortable risking approximately $80,000 and wishing that what we are lead to believe will actually show up upon delivery.

Despite ETI’s web site listing various standard equipment and options ….

1. We were informed that there is no longer an option to lower the grab bar as ETI switched to a larger folding handle. (I have yet to find it anywhere on their web site.)
2. I notice the build sheet sent to me to approve was not even for the floor plan I specified. This made me start looking closer
3. “Build My Escape” states the the trailer would come standard with a solar port as long as no additional solar panel were ordered. Build sheet It is listed as a $140 option.
4. A note in the “delete cook top” option was that the gas line and 12V igniter wires would remain in place and could not be removed. Build sheet states they will be removed.
5. Springfield Marine Pedestal is listed as a base feature. Now it is a $340 option. I was not informed of this. It is only when I noticed the line item was not checked and I asked that I was told the EZ reach is the standard table mount. This is a major change for anyone with mobility / flexibility issues. (This is also an issue I could not find mentioned on the ETI web site.)
6. There is more but this is enough to question what we are seeing.

I am truly hopefully ETI will get their online presence / ordering issues rectified so future customers will have a better experience then we did.

 

[Kari Mastin]

Glad you saw that now and didn't buy a camper you'd certainly have problems with. Better luck elsewhere.

 

[MrLynn]

I agree that the online 'Build My Escape' tool should accurately reflect all current standard/option policies. Did you discuss all these discrepancies with your sales rep at ETI?

I suppose it's possible that over the holidays they didn't maintain the website, but if so they should make an effort to accommodate your order to what you saw on the 'Build' website.

 

[GinoandLinda]

It is unfortunate that you have had this experience and have chosen to go elsewhere for your dream camper. Best of luck.

 

[iamunique127]

To each their own.

I know we had to discuss our build sheet on the phone for clarifications with an ETI rep when we purchased ours. We considered it all part of the process of getting what we wanted and it didn't bother us.

 

[Centex]

Unfortunate that ETI loses a customer this way, one hopes they can find ways to alleviate such issues / concerns moving forward.

I sincerely wish the best for you with your continued RV shopping.

tagging: @Escape Trailer

 

[caheaton]

Yes, verbal communication is a must. When I requested to move our microwave ready cabinet to the one below the cooktop, I was initially going to be charged per the build sheet. When I pointed out that it was a simple move (and not going with the convection microwave) she adjusted the build sheet accordingly with the appropriate notes. Bonus is that the original cabinet remained microwave ready...so in essence we received a 2 for 1 at no cost. When using the build tool I also noted an error in the solar panel information...that it was outdated (solar panel was smaller than what was advertised). They thanked me for pointing it out and it was corrected about 3 weeks later. I'm sure in the OP's case that it's a case of the build tool being out of date. Surprised the build sheet was for a different floor plan...mistake maybe or perhaps they have a "universal" sheet for the 23?

 

[Jim Bennett]

I am one that just accepts and moves on when I encounter like this, especially with a company that from the start has constantly made changes to suit what customers are looking for. Well known as the most flexible RV manufacturer out there, offering more options that any others. I have seen a heck of a lot of changes since I decided on a yet to be produced 19 in 2008. I was quite impressed when Reace adapted my changes to his proposed original design of the 19, the layout that still stands today, and has been adopted into newer models to degree.

 

[sherminator]

I agree that calling Escape and talking to a configuration specialist is a really good idea. When the 21NE first came out, I was excited because we camp with our two (growing) granddaughters, and liked the idea that we could get two queen sized sleeping areas. However, I liked the idea of making the permanent bed in front and the dinette in the rear. I called and asked if this was a possibility. After discussing it internally, Escape told me no, they would not do that. I thought about a day or two, and called back, asking if it was possible to make a front and a rear dinette. (I remembered reading that someone had gotten that done before in a 19.) Again, there was an internal discussion, and they came back and said yes, they could do that, so the first dual dinette 21NE was made. Enough people heard about that and requested it that it became a standard floorplan - the F2. I also made a few other "not-on-the-menu" requests; most accepted, a couple not. This is the kind of customer interaction that has made Escape's reputation as a great company to work with.

 

[Mike G]

Apparently the EZ Reach is a brand new change, and the IT folks haven't caught up. IT lag on making software updates is a real problem these days for most companies. When a company like ETI is prone to making constant incremental improvements, online discrepancies can snowball.

Well, hopefully whatever you order out of northern Indiana will be much more accurately built.

 

[Donna D.]

Unless you're buying used or buying a trailer off the showroom floor, buying a custom built trailer is stressful. You are having a trailer built for YOU, which is unlike anyone else's.

When I bought my trailer, my contact was Tammy. BUT I STILL made multiple phone calls and had 7 distinctly different build sheets. AND, there weren't nearly the options that are available today.

I went through a 1/2 bottle of antacids.

I would never, ever buy a custom anything, especially something that costs as much as a custom trailer and expect to be satisfied when strictly communicating by text or emails.

We know that options, etc. can change daily. And none are promised until locked in with a sales contract. And even that greatly depends on the supply chain.

I wish you well!

 

[OneCentHillman]

We picked up our E23 Dec. 4th. At that time, the Springfield, which we did not want, was standard, so we requested they not install it.

Upon arriving home w/ our new E23, we purchased and installed an EZ Reach, which is now standard and would have been our choice had it been available during our build process. Such is life. ;-)

As has been stated above, ETI is always changing. Why? Because they listen to and are responsive to their customers. I know of no other trailer manufacturer that makes such an effort to accommodate and adapt to feedback from their owners.

Having worked in IT for 30+ years, it's a bit of a challenge to update changes across all mediums simultaneously and sometimes there is a lag in one medium or another.

Ongoing conversations with build team are essential. The ETI team is incredibly kind, supportive and accommodating. They are some of the nicest people I've encountered.

BTW... even though we requested no install of the Springfield, they gave it to us in a box as it was part of the standard package. Should you change your mind and decide to go ahead with your purchase, you can have my entire Springfield table assembly for free.

 

[Selkirk]

ETI is very unique in the RV Industry. They produce highly-configurable product in moderate volumes. That business model requires complex configuration software that they probably had to develop and maintain themselves.

Management of product configuration software is my area of expertise. Not to make excuses on their behalf, but I can understand how discrepancies exist...especially as options and features evolve in their newest trailer design. I appreciate how difficult it can be to maintain.

Personally, I wouldn't be deterred from investing in an ETI trailer because of the discrepancies in the online configurator. Think of it as the starting point in the configuration process. It's the finalized build sheet that really matters. I would make make sure that any concerns are reviewed in detail with your configuration specialist. I am confident that ETI will not pressure you to sign off on a build sheet until you fully understand exactly what is being ordered....and all concerns are addressed to your satisfaction. I would also be confident the trailer will be built/delivered as ordered.

 

[Rockhead]

When we bought our 21 we initially did all the build sheet over the phone with Linda and Tammy. Due to wanting certains things in certain places, we flew up to Vancouver then drove to Chilliwack and met with Linda and Reace to get what we wanted. No other Rv manufacturer out there would work with us. ETI is still the most customer receptive company out there. Give them a call and you can get everything straightened out. Don’t jump ship just because the computer screwed up. You will get a better, longer lasting RV that retains it value n even increase in value when you decide to sell your Escape.

 

[HABBERDABBER]

Whoa, Popeye, you're missing the boat, over quibbles. Do as you please, but if you've experienced some long distance, international, online issues, discrepancies and the like, I'd say. forget it. Yes, I own an Escape, and had a 20 year old Casita, and full fiberglass trailer bodies are the way to go.
Again, do as you please, but I feel you're fretting over trifles.
Work the problem.

 

[penwia]

I am new to ETI and RVing in general, We took delivery of our 17b about a month ago, would like to say that It was very stressful buying something sight unseen!!! I can not tell you how many sleepless nights I had during the whole process. I did not got with full custom build, I went with an inventory, but as you know I was still able to customize somethings. We were not able to change the floors, counters, or cushion fabric and we very good with what ETI selected. Upon receiving our final pictures before shipment we noticed that the cushions were not the ones listed on the build sheet. When I pointed it out to Trista, she was like, oh no one told you that they were out of the Sumit Ash? I was like, NO!! She apologized and said she would put in an order to send out the cushion fabric as soon as it was in stock. Which we are more than ok with. My point is that it is not an easy process, BUT every phone call or email I had with questions and concerns were all addressed very fairly. At no point in the process did I feel purposely mislead. I wish OP nothing but the best and hope that they find their dream trailer, but honestly communicate with them any concerns you have about what's included and what the costs are and they will respond truthfully an honestly. At least That has been my experience so far.

 

[Chamberman]

ETI could avoid a lot of this by having a running "Engineering Change Notice" (ECN) listing for each model they build. Every time a running change is made to the construction of an Escape model the ECN list for that particular model should be updated with a date/new line item. This listing should cover not only running changes to appliances and assemblies but also to the construction of the units. If they start adding more bracing, move an assembly, alter the wiring in any way, etc. Even changing the GVWR rating, like ETI did unannounced on the E19 a few years back should be captured in an ECN listing. This ECN listing should be available to all potential buyers so they can compare their buying expectations to whats on the list of changes. In this manner if a running change hasn't been communicated well on the website or on the build sheet, then the ECN listing should cover it. ETI should have all customers sign/date the ECN listing along with the build sheet that then says that the customer has been notified of all running changes to the model of trailer they are ordering.

Doing this also captures a timeline for when changes occur for people buying/selling on the used market.

We heavily used ECN's when I worked in semiconductor manufacturing and the process works well in keeping processes in control. Here it could work well in keeping the customers more informed of the changes that are occurring.

 

[MrLynn]

I hope someone from ETI is reading this thread, and will make sure that the web build tool is updated steadily. Yesterday I looked at the E23 specs and they still had the Springfield table listed as Standard.

 

[penwia]

I hope someone from ETI is reading this thread, and will make sure that the web build tool is updated steadily. Yesterday I looked at the E23 specs and they still had the Springfield table listed as Standard.

Yes, Agreed. They need to update it. I also looked at the 17 build tool, They show the new universal grab bar as standard, but they also still have the option of lowering it (which is not necessary with the new universal one).

 

[MarkinVan]

From the first page of the Build sheet on the website:
Escape Trailer reserves the right to modify or change plans, features, options, specifications and prices without notice.

It sounds like you haven't spoked with them.

If you going to make your $80,000.00 purchase 100% online, why bother buying - just do all your
RVing 100% online.

Talk to ETI and I think you'll find a company that wants to earn your business and will deliver a product exceeds your expectations and gives you years of satisfaction with incredible resale value when you decide to sell.