Progressive Industries EMS new owner problematic lifetime warranty support

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Progressive Industries EMS new owner problematic lifetime warranty support

January 26, 2018, 07:22:02 pm

Like others, we have learned about the practices of the company that purchased Progressive Industries EMS business.

The new owners are aware that Progressive Industries was built on the lifetime no-hassle replacement warranty.

Being a larger. probably bureaucratic organization, it looks like they decided that trying to not honor repairs for previous owner's sales would not hurt their investment and future sales.

But it seems they did into count on social media where many are sharing their problematic experiences with the new company's poor customer service.

All of sudden without warnings a roadblock has been created to reject honoring lifetime agreements. The new company found that by requiring receipts that were previously not required, eliminated all who no longer have such a receipt.

Ideally, they could give notice and require receipts from sales made after they purchased the business and allow lifetime repairs for all earlier serial numbers.

Meanwhile dig up those old receipts and hold on to them, while we wait for a new company to come on the horizon with an updated & improved product with better customer service.

In the interim, Progressive Industries EMS does the best job.

The NON-EMS "Surge Protectors" are of minor value and other competitors may offer the same coverage at lower prices. Only over/under voltage protection (EMS) units offer protection from campground anomalies that can cause thousands of dollars of damage.

Re: Progressive Industries EMS new owner problematic lifetime warranty support

Reply #1 – January 26, 2018, 09:31:39 pm

I have seen other companies try similar tactics, it normally doesn't prove profitable. What took Progressive Industries to the top aside from a great product was their customer service. Most RVer's like and appreciate great customer service and reward companies with repeat business.

Re: Progressive Industries EMS new owner problematic lifetime warranty support

Reply #2 – January 26, 2018, 10:44:11 pm

After much digging, I was able to find my invoice for the ems that died last year.
I had to take a picture of both male and female parts, and upload the pictures along with the picture of the ems invoice. Within two hours I received an email saying that they would be sending a new unit. As long as I have my original invoice, the service rep said that they would continue to honor the warranty. Will update on how long and when the unit arrives. Now I wonder how good it will be.

Re: Progressive Industries EMS new owner problematic lifetime warranty support

Reply #3 – January 27, 2018, 12:36:23 am

My Progressive EMS failed a month or 2 ago. Talked to support and diagnosed a failed logic board. He said to provide a receipt and they would replace. Looked through all my records and past emails with no luck. Called them back and told them the story. They said no problem they would send out the logic board.

Maybe they have had a change of heart?

see ya
ken

Re: Progressive Industries EMS new owner problematic lifetime warranty support

Reply #4 – January 27, 2018, 06:41:48 am

My box failed two weeks ago. I called and was told all warranty claims were handled on line. Went on line uploaded three pictures and a new box showed up a week later. They didn't even want the old one back, told me to toss it in the trash. Can't beat that kind of service. The key to the whole process seems to be having the original receipt.

Re: Progressive Industries EMS new owner problematic lifetime warranty support

Reply #5 – January 27, 2018, 09:24:05 am

Great discussion. Mine died as well, but did not recall there being a lifetime warranty. Will spend some time today looking for the receipt. THANKS

Re: Progressive Industries EMS new owner problematic lifetime warranty support

Reply #6 – January 27, 2018, 11:11:51 am

When the sale of the company was announced to a PE firm, I made the comment here to say goodbye to all the things that made P.I. great...including the lifetime warranty.

Requiring one to provide a receipt for a lifetime warranty is stupid. They have the physical product. A SN or picture should suffice.

Re: Progressive Industries EMS new owner problematic lifetime warranty support

Reply #7 – January 27, 2018, 07:56:45 pm

If you don't have an invoice,, are you the original owner or possibly a second or third owner? Yes it is a pita to locate it and believe me, my DH heard me muttering things about about PI that were not lady like. Especially after they emailed me a NO GO! But I calmed down and spent a couple of days searching my records before stumbling on to an Amazon charge that was in the ballpark of cost and in the time frame of my memory of the purchase. Bingo, had my invoice of my back orders on Amazon. Did what was asked and I am waiting for my new one to arrive. I had to prove ownership of my previous surge guard to camping world to even have it checked to see if it was working or not before it could be sent back in to the parent company. SO truthfully, the new company owning PI has the right to request proof.

Re: Progressive Industries EMS new owner problematic lifetime warranty support

Reply #8 – January 28, 2018, 05:12:39 pm

Because they did not want the old one back I thought I'd take a peek inside . No real sign of damage except for the obvious hot spot in photo two and the "smoked" look in photo three. No evidence of water intrusion. As you can see lots of "stuff" in there. I think this thing can be repaired. Any one want to give it a go or refer me to a shop that might be able to repair it.

Re: Progressive Industries EMS new owner problematic lifetime warranty support

Reply #9 – January 28, 2018, 05:37:06 pm

Quote from: Falconguy – January 28, 2018, 05:12:39 pm

Any one want to give it a go or refer me to a shop that might be able to repair it.

A EMS stands between a coach taking a hit and recovering. A 'rebuilt" EMS could cause the coach to catch fire and be destroyed. The last thing I'd do is fool around with a fried EMS. I'd chuck it.

Re: Progressive Industries EMS new owner problematic lifetime warranty support

Reply #10 – January 28, 2018, 06:10:07 pm

Hi Falconguy,

Well, it depends upon what is actually wrong with your PI unit .
Obviously, I am not a Progressive Industries repair shop and have no schematic for it, though if it simply a matter of replacing failed parts and testing it, then I'd like to look at it. I do repair the Aqua Hot controllers and the Dometic 4 button thermostats and have done so for many years. I have a portable PI unit myself and really like it.

Electronic challenges are fun. No promises just an opportunity. If you plan to toss it away anyway, what would you have to lose but the little postage.
Jim

2002 U320
308-440-5154

Re: Progressive Industries EMS new owner problematic lifetime warranty support

Reply #11 – January 28, 2018, 07:42:21 pm

I'm getting ready to install an in line unit. After reading all these posts, I have to ask....why do all these units FAIL ??!!! Why are you sending them back ? How do you know the are " toast " ?? That's an awful lot of money, eh ??

Re: Progressive Industries EMS new owner problematic lifetime warranty support

Reply #12 – January 28, 2018, 07:57:51 pm

"After reading all these posts, I have to ask....why do all these units FAIL ??!!!" I don't think there are all that many failures, given the large number of units out there. One problem that all electronics people have to deal with is counterfeit parts. Those of us who mess around with such things for fun can afford to check each part to make sure that it is what it is supposed to be. A commercial manufacturer can't do that. They may test a few sample parts, but that's it.

Re: Progressive Industries EMS new owner problematic lifetime warranty support

Reply #13 – January 28, 2018, 08:57:00 pm

Our two EMS units have worked just fine for many years without a hitch and never a repair. I assume most by far work just fine. And if one does give trouble, just keep your receipt and your trouble will be resolved at no cost.

Re: Progressive Industries EMS new owner problematic lifetime warranty support

Reply #14 – January 28, 2018, 10:14:47 pm

My pi unit was doing fine, then started giving funny readings and appeared to have moisture in the box. Could not trust it to do it's job. It had weathered some rainstorms with no problems, then out of the blue didn't work. Not quite 18 months old. It may have been assembled on a Monday after a long holiday. Who knows why a piece of electronics turns to toast. We just lost a 20 month old tv, worked fine when we turned it off and the next morning , black screen of death. Perhaps it was just a bad year for electrical things.

Re: Progressive Industries EMS new owner problematic lifetime warranty support

Reply #15 – January 28, 2018, 10:33:00 pm

Hi Lynn,

If it is moisture inside the PI portable box and or the LED display, you might try removing the screws and lid to let it dry out for a day or so. Displays temporarily can go goofy with moisture. Letting it get wet at be asking for trouble. When I saw slight moisture on the display lens I did this and also sealed the outside edges of the display with clear caulking to block future leakage. The rubber peripheral gasket appears to do a good job of sealing the lid.
Jim

2002 U320

Re: Progressive Industries EMS new owner problematic lifetime warranty support

Reply #16 – January 29, 2018, 09:56:06 am

I too rely on the Progessive Industries EMS. It is a good product but I do believe they have and have had significant quality control issues. Our first one was a plug in box which did not work and had to be returned. Our second one was a hard wired box which I also had to exchange (after installing). The tech told me that he had not heard of that particular problem. This problem was discussed in another thread. Our third one, also hard wired, is doing fine but one of the remote displays was defective (that caused me a lot of grief as I was making my own data cable). In all cases PI promptly sent a new unit.
jor

Re: Progressive Industries EMS new owner problematic lifetime warranty support

Reply #17 – January 29, 2018, 10:15:44 am

Quote from: Barry & Cindy – January 28, 2018, 08:57:00 pm

just keep your receipt and your trouble will be resolved at no cost.

My pedestal mount EMS has taken some serious monsoon rains with no problems. The recent postings got me curious about my receipt. One drawback about having so much paperwork (have not made up a index yet) is finding the info. Had to go through all four binders, but there it was, used as a bookmark in the instruction manual!

Re: Progressive Industries EMS new owner problematic lifetime warranty support

Reply #18 – January 29, 2018, 01:36:11 pm

What are the alternatives to this brand?

Re: Progressive Industries EMS new owner problematic lifetime warranty support

Reply #19 – January 29, 2018, 02:44:51 pm

Quote from: Lon and Cheryl – January 29, 2018, 01:36:11 pm

What are the alternatives to this brand?

I researched the alternatives, and, with so many forum members having them, bought Progressive, no regrets.

Re: Progressive Industries EMS new owner problematic lifetime warranty support

Reply #20 – January 29, 2018, 04:46:47 pm

Hughes Autoformer RV220-50-SP 50 Amp Voltage Booster with Advanced Surge...

Any experience with this Hughes unit.
Looks like it protects and offers a boost for low voltage. The power protection circuit is made to be replaceable.

Re: Progressive Industries EMS new owner problematic lifetime warranty support

Reply #21 – January 29, 2018, 06:04:10 pm

No experience with this version, but a little research shows that this unit will not disconnect the rig from power when voltage is less than 90vac. Rather it goes into bypass mode and just passes the low voltage through. I believe the same thing happens with high voltage. The Progressive Industries unit won't pass bad power through, so I would say it is superior protection for the coach systems, though the the Hughes device would be a good adjunct for situations where voltage sags a bit but not enough to cause the PI unit to disconnect. Sustained slightly low voltage is not good for electrical appliances etc. Of course, having both ups the ante considerably but is still cheaper than potential damage. We have both and only break out the Hughes (not the surge suppressor version) when park voltage sags consistently. We don't use it to run everything at the same time or two A/C's on questionable 30AMP power. I have no desire to add to problems when infrastructure is substandard. The Hughes unit can fail and cause 220VAC to enter the coach, so I would never, ever place it after the Progressive unit (in the case of the portable where this question can arise). We had the Hughes unit fail this way on Tys's park model. It destroyed a stereo, microwave, refrigerator and a couple of other items. The Hughes was repaired under warranty, but no help on the damage it caused. They never admitted that the unit was at fault, however, I know it was. I happened to look at a computer UPS that had a voltage meter and I saw the voltage readings go crazy., ranging from 180VAC to over 200VAC before it died completely. No power issues on sites on either side and the pedestal was fine...
Don

Quote from: Lon and Cheryl – January 29, 2018, 04:46:47 pm

Hughes Autoformer RV220-50-SP 50 Amp Voltage Booster with Advanced Surge...

Any experience with this Hughes unit.
Looks like it protects and offers a boost for low voltage. The power protection circuit is made to be replaceable.

Re: Progressive Industries EMS new owner problematic lifetime warranty support

Reply #22 – January 29, 2018, 06:26:01 pm

When necessary I use both the autoformer and the EMS.

Re: Progressive Industries EMS new owner problematic lifetime warranty support

Reply #23 – January 29, 2018, 07:21:01 pm

Quote from: Caflashbob – January 29, 2018, 06:26:01 pm

When necessary I use both the autoformer and the EMS.

How do you know when to use the autoformer? A good idea, but between the two, kiss a CB bye bye.

Re: Progressive Industries EMS new owner problematic lifetime warranty support

Reply #24 – January 29, 2018, 07:55:45 pm

Mike I love you dearly. Good comments. When I jokenly commented to my Cummins service writer about a past repair cost Kevin laughed and said "you have an expensive hobby."

As I told ALL my customers "you pay for every one of your pleasures. If you paid less it probably wasn't as much fun was it"

Please do not take my comments wrong obviously expensive safety items, a small hand held test unit and monitoring of the power watch gauge can do almost as much. Almost.

Resellable, transferable to a future coach or owner is a partial salve

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