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Old 12-11-2019, 06:51 PM   #1
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Shocking customer service

I purchased a surge protector from Progressive Industries a couple of months ago. This unit is kinda pricey (about $350 bucks) but from the reviews, it's effective at protecting your RV. It's the EMS-PT50X (50 amp surge protector) They also make a smaller 30 amp unit.

This unit is pretty cool in that when its first plugged in, it checks the voltage on Leg-1 and Leg-2, and then checks the Hz (frequency) on each leg. If all of this checks out, it applies power to the rig after about 2 minutes. Meaning it verifies that everything is good on the RV park receptacle BEFORE applying power to your rig.

If there's a problem, the display shows an error code and doesn't apply power to the rig. On my last usage, the EMS displayed an error of E-10. Which means the unit needs to be sent in for service, due to a surge......??? I saw no indication of a surge, but I did have to reset the breaker....

Even after getting the error code, The unit still continued to work. It just displayed the error code each time I first plugged it it. I found this concerning so.....Long story short, I contacted the manufacturer, completed a claims form online, submitted a receipt of purchase, a couple of photos showing that I didn't run over the unit and what you know, they are sending me a new unit. No need to even return the old one. The instructions were that I'm to cut the plug off of the unit and throw it away.

As much as we sometimes complain about defective products or poor customer service, I want to let ya'll know that Progressive Industries treated me right.
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Old 12-11-2019, 07:19 PM   #2
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It is always good to hear of a positive experience, customer service, repair service and such.

So easy to complain and no one thinks of giving positive feedback

Thanks!
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Old 12-11-2019, 08:14 PM   #3
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Good to know.....I've had the same unit for 2 years now with no issues.

Hint: loose the cheap combo cable lock.....easily cut in 2 seconds. Don' ask
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Old 12-11-2019, 08:19 PM   #4
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Thank you for the report. PI was always known for providing top notch customer service. Glad they still do.

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Old 12-11-2019, 10:56 PM   #5
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I've heard good things in the past about Progressive Industries products. It's good to hear another positive review.
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Old 12-12-2019, 07:46 AM   #6
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We have an older (2014) 30 amp version from Progressive. I swear by this product. It has saved our electrical system and components more than once. While we have never experienced a surge, we did have numerous times where low voltage caused the unit to shut down, thus preventing damage.
Nice to know they still stand behind their product.
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Old 12-12-2019, 08:09 AM   #7
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Keep an honest man honest

Quote:
Originally Posted by egwilly View Post

Hint: loose the cheap combo cable lock.....easily cut in 2 seconds. Don' ask
You are right! This lock can be cut pretty easily. HOWEVER, its intent is to keep the honest man honest.........

I generally follow the logic from the old proverb that says “Locks don’t keep robbers from stealing. Locks keep honest men from making mistakes”.
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Old 12-12-2019, 08:51 AM   #8
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Sooooo, did you cut the plug off? Huh, did ya?
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Old 12-12-2019, 09:27 AM   #9
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Quote:
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Sooooo, did you cut the plug off? Huh, did ya?
I've got a slightly used EMS that seems to be working perfectly that displays a E-10 error code for sale...........LOL

Just kiddin.....



Yup, my plan is to destroy it as soon as the replacement arrives. Not worth the risk to keep it in service.
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Old 12-12-2019, 07:32 PM   #10
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I've got the 50 amp version, and the handle on the plug came off because over time the screws had loosened up and one fell off never to be seen again. I tried to find replacements at several hardware stores, but no luck. So I wrote to Progressive to ask what size the screws were so I could try to find some to order. They told me they would just send me some spares, and a few days later they showed up in the mail. I was very please with their customer service for doing that when I didn't even ask them for replacement hardware.
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Old 12-12-2019, 09:27 PM   #11
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Yup, my plan is to destroy it as soon as the replacement arrives. Not worth the risk to keep it in service.
If you can, please take it apart and snap a photo of the guts....always been curious what's inside there.
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Old 12-12-2019, 10:06 PM   #12
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Awsome
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