Power, protection failure, and warranty failure

Well, it's been a long time since posting and am still wandering around the U.S., even after spending four months on Vashon Island (wonderful place).  While on the island, and just before leaving, they had four to five consecutive days of rain, with a solid two days of non-stop rain and drizzle, then couple days of morning showers.  I believe it was during this time water potentially entered the unit though no misuse on my part.  Then after moving to next destination the highly respected unit failed on me.  This is documentation of my initial request, and subsequent, denial(s) by the manufacturer, to obtain warranty coverage.

The current status is received a new unit and it is working great.  Made a slight modification to replacement unit which will go through in a later post, after it's rain tested haven't plugged it in yet a representative contacted me from Progressive Industries and they will replace the unit.  Will provide address for shipment when get to my next location have an open complaint with the Better Business Bureau about Progressive Industries failure to honor their warranty.

Know of a few people who have this unit and they thoroughly enjoy and recommend it.  When it was functional for me it worked wonderful and great and I had complete confidence in it's ability to protect the electrical system of my RV.  Now am not so sure...  Seemingly great product but company doesn't want to live up to it's warranty, of which I believe I should be covered under.

Failed Unit

The unit that failed is actually the second unit I purchased.  The first one was left at a campground in Montana and, despite numerous calls, they never responded, yet another story.  The second one was purchased at the Escapee Rally in Tucson, AZ this past spring.  It's actual purchase date is March 20, 2017, according to the receipt.  Of note is that it's a slightly different design with the addition of the plastic shroud.

There is actually an interesting story about the receipt.  When submitted the warranty claim the first time, did not have the receipt, so naturally they denied me.  Completely understandable.  After I submitted the warranty claim, contacted the company I purchased the unit from and they were kind enough to find my receipt and forward a copy of it to me, as well as further information to escalate my claim if needed, which used to no avail.  When received the receipt replied back to initial denial for reconsideration, which didn't change.

Have been using this product flawlessly since that date until September 24th, when it failed.  This is roughly a six month window.  Six months and four days to be more precise.  But, the time frame doesn't matter as it's a LifeTime "Warranty"....  Notice the quotes.

Top of pigtail

Using my untrained eyes the point of failure seems to be where the pigtail enters the housing, as seen in this picture.  Without taking the unit apart, and forgoing any chance at getting a replacement unit, it's hard to say the exact cause.  Yet can clearly see a significant gap in the rubber gasket.  I contend that this is the primary point of failure in letting water inside the unit.  It is strange in a way that this happened now as earlier in the year had more rain than that last week, and was moving more frequently.  It is also possible that the screws, holding the plastic shield in place, could also be the cause, or both areas for that matter.

This is the sequence of events:

1. On Vashon:
2. Flipped circuit breaker on power pedestal to off
3. Unplugged working unit
4. Lifted plastic shield and removed cord that goes to RV
5. Closed plastic shield securely and back flat on ground
1. Note: Dry and sunny day, ground is dry
6. Picked unit up and walked to other side, laying unit on ground again, on the back
7. Coiled up power cord into clean dry bay
8. Put unit in same bay as power cord, clean and dry
9. Close bay door
10. Started engine shortly after and took off to ferry
11. Ferry did not sink on crossing, nor any splashes.
12. Drove to new destination
13. In Oregon
14. Got to new site, leveled RV, and hooked up unit in following manner
15. Verified circuit breaker was off
16. Plugged in unit, turned circuit breaker on
17. On application of power, unit immediately read E3 error, 255 voltage, and 1-3 amp draw
18. Flipped circuit breaker off
19. Flipped circuit breaker on
20. Same error message and readings
21. Flipped circuit breaker off
22. Got a 50 amp pigtail to 30 amp converter
23. Made sure 50 amp breaker is off
24. Plugged pigtail into 50 amp outlet, plugged unit into pigtail
25. Turned 50 amp breaker on
26. Same E3, 255, and 1-3 amps
27. Turned 50 amp breaker off
28. Wait 10-15 seconds
29. Turned 50 amp breaker on
30. Same E3, 255, and 1-3 amps
31. Turned 50 amp breaker off
32. Disconnected unit from pigtail and plugged into 30 amp socket
33. It was at this point that noticed water droplets / vapor in display window
34. Turned 30 amp breaker on
35. Same E3, 255, and 1-3 amps
36. Turned 30 amp breaker off
37. Unplugged unit
38. Switched sites at campground (totally new pedestal, etc)
39. At new location did the following:
40. Made sure 30 amp breaker is off
41. Plugged unit into outlet, turned 30 amp on
42. Same E3, 255, 1-3 amps
43. Turned 30 amp breaker off
44. Plugged 50 amp to 30 amp pigtail in
45. Transferred unit from 30 amp to 50 amp pigtail
46. Turned 50 amp breaker on
47. Same E3, 255, 1-3 amps
48. Turned 50 amp breaker off
49. Deduced unit failed
50. Plugged 30 amp cord into 30 amp outlet and turned breaker on

To make sure, the complete drive was no rain, dry roads, no chance of water entering unit inadvertently.

After deducing the failure, then getting settled into place, setting up internet, computers, etc., went to Progressive industries site, bee-lining for their "Warranty" area to identify, in my layman's eyes, if was covered.  Turns out I was unsure due to a few items there that didn't quite understand the meaning of.  Never fear, will go through the "warranty" verbage farther down.

Based on my records it looks like "Warranty" claim was submitted on September 25, 2017.

Prior to submitting this, called their technical support line, explained the issue, and they said to go through the warranty submittal process and specify Persistent E3 Problem.

Some pertinent information from claim submission:

Surge Protection Unit Purchased	EMS-PT30X

Product Error Code (EMS units)	E3 - Line 1 High Voltage
Description of Issue	Persistent E3 problem. PE3 also appears immediately upon plugging in. Voltage consistently reads 255, amps read between 1 and 3, water Vapor appeared in display window. Unit always plugged in upright. Plugged in constantly for about 4 months prior to move, and at new location get persistent error. While can't find paper proof of purchase, serial number is attached and purchased it from the dealer who attends the Escapee Escapades, on your behalf (big guy), and purchased it at the 2017 Escapade.

Must admit didn't fill this out quite right but was hoping that with as much information as could remember that it would help them and maybe give me a better chance.  Was sadly mistaken.

We appreciate you taking the time to contact Progressive Industries Inc. Thank you for allowing us to be part of your camping and RV experience. This email is to notify you that we have denied your warranty claim based upon the information submitted per the policies and criteria of our company. Without a proof of purchase, we are unable to process the claim. Additionally, E-3 errors caused by water damage are not covered under our warranty policy.  To review these policies in more detail, please visit http://www.progressiveindustries.net/warranty

Based on the information you provided and due to your customer loyalty, our warranty specialist has determined that you are eligible for a discount. We can send you a new EMS-PT30X  for $199.00.

If you’re interested, please reply back to this email so we may explore new options for you.

We look forward to hearing from you so we may continue to remain part of your RV experience.

Sincerely,

Progressive Warranty Team

Picture sent after first denial

Progressive Industries

After received this denial got my receipt from the company which I purchased this from, which has been great BTW.  Good support from them in helping.

Replied to the e-mail with a picture and the receipt that now had.

Below is a portion of the reply I sent:

From my untrained eye there appears to be a gap in the O-ring / Seal at the top where the power wire enters the unit.  Also attached is a picture of that.

As this isn't due to a natural disaster or "Act of God", and seemingly only rain when it was properly used, please reconsider your initial denial.  The unit is in great condition, no cracks / breaks, and is only 6 months old, cared for as lovingly as possible.  This is my second unit as left first behind at a campground in Montana.  Up until this point it has worked flawlessly.

Considered buying another unit, but why should I support a company who won't support a six month new product?

At this moment felt for sure had a solid case.  Yet, once again, a denial.

We appreciate you taking the time to find your receipt. Unfortunately, you warranty claim still does not meet the criteria for a replacement.

If you would like to take advantage of the warranty discount for a new EMS-PT30X for 199.00, give us a call. Otherwise, we will consider this warranty claim (#0149) closed.

In this last reply they didn't state the criteria so, at this point, am quite a bit miffed and upset.  This is the point in which draft a lengthy e-mail to the Operations Manager at Progressive Industries as was told could appeal to him.

This is in reference to Warranty Claim #0149.  Will only contact you once as either care or don't care.

Writing as courtesy before I pursue other avenues for resolution, such as contacting your parent company, Better Business Buereau, Social Media, and/or other outlets that are open to me.

Only items can see as reasons for denial are #1 and #3 below, where it seems as if normal use of the product is not covered with an undamaged factory installed and unmodified product housing.  If this is the case, why exclude other items related to product housing, such as driving away while it's still plugged in?  Surely that would damage product housing!

In summary, it seems as if this is only intended as a "fair weather" product.

I do understand there's been an ownership change in the parent company recently and am hopeful that is not impacting this decision.

Warranty is here, included relevant parts below:

http://www.progressiveindustries.net/warranty-information

1. Our Lifetime Warranty covers only Progressive Industries’ workmanship, internal electronics and parts & materials contained within the unit housing.

A unit designed to be outside, with no damage to the housing, is inoperable due to natural weather conditions and normal use.  This seems as if it's an issue with Worksmanship and/or design/materials used, except for clause "contained within the unit housing".

2. Any and all damage to the outside of the unit is not covered.  External damage is typically associated with a poor connection between your RV or our EMS/SSP units and a power cord.

NO DAMAGE

3. Our Lifetime Warranty is exclusive to Progressive Industries and is granted in lieu of all other express or implied warranties, obligations or liabilities.

Is this the catch-all where, a product intended for outdoor use, when used outdoors, is not covered due to premature failure of factory installed parts?

4. This is a non-transferable Lifetime Warranty. It applies only to the original owner and covers only those products purchased from an authorized dealer, retailer, or seller. This Warranty shall be deemed fulfilled and exhausted upon (1) the provision of a replacement unit or (2) once any problem with the original unit is repaired by a qualified technician. A proof of purchase is required for all warranty claims.

I am original purchaser, proof of purchase sent, and purchased from authorized retailer

5. Products installed or used in an application other than an RV

Always on RV

6. Products operated outside systems compatible and compliant with RV surge protectors

To my knowledge all is compatible

7. Products used in a manner inconsistent with the operating instructions

To my knowledge all used according to operating instructions.

8. Use of replacement parts or accessories that are non-compliant with Progressive Industries specifications

Mo modifications or replacement parts

9. Damage to the surge protection unit, such as burnt, charred or melted components resulting from products connected to poorly maintained power sources, power cords or adapters

None noticed

10. Improper use including, but not limited to failure to disconnect upon departure from power source

Proper use followed.

11. Failure to ensure electrical plugs and receptacles are clean and all connections maintain a snug fit when plugged in

All clean and snug

12. Failure to provide continuous maintenance in accordance with the maintenance instructions provided by Progressive Industries

Followed instrutions

13. Any unauthorized modifications or repairs

None made

14. All acts of God and/or natural disasters including, but not limited to lightning damage, hurricanes, floods and earthquakes

No natural disasters or Acts of God, unless rain is considered an Act of God.

As always, thank you for your time.

As can see there are only two pieces which I think they "might" have cause to deny my claim, but yet, when I originally contacted the people purchased this from, they were under the impression that it should be covered.

After sending this off, got a short reply from the Operations Manager (YAY?)

Thank you for your email.

I will review your claim with our Customer Support Team and get back to you within 24 hours.

So, next day, within 24 hours as he claimed, got another response.  Not the one hoped for but at least could take the next steps.

We reviewed your claim further and additionally, discussed with our corporate office this morning.

To qualify for our warranty, “proof of purchase is required for all claims”, clearly stated.

Your claim states evidence of moisture in the display window, likely to have caused the PE3 code. Our products are tested thoroughly and when use according to the instructions, water cannot enter product housing.

Therefore your Claim was denied.

At this point got the dull pain of denial, not the sharp intense one as before, like already becoming numb to the process..

Felt the need to follow up with him as did provide proof of purchase, and his statement of "water cannot enter product housing" sent me into a little frenzy..  He seemed as if I didn't know how to read and follow basic and intuitive instructions.  While I am a guy, who typically doesn't read instructions, they seemed fairly easy to follow in this case.

Thank you for the follow up.

I disagree with your findings as water did enter the undamaged housing when used in accordance with the instructions.

But what do I know, am only the one who used it.

Again, many thanks for following up, will be weighing my options and moving forward. 

So, here is where we are at today, well, where I am at today.

• Submitted Better Business Unit complaint
• Wrote this blog entry ("social media in a way?")
• Am weighing my further options to include spreading through word of mouth
• Need to be cautious as don't want to get accused of defamation

Am optimistic that the Better Business Bureau will come through on my behalf, and will post later with the progress.

The full album of pictures is here.  Not much to it, just pictures of a failed unit.