Got our new 2552 Feb. 20; been living in it since

I flew to South Bend from California to take delivery of a new 2552 on Feb. 20.  I've been living in the rig since then as I make my way back to California.  Despite a few problems, I am entirely satisfied.

The main problems:
1) The special coaxial cable that I provided for a ham radio antenna was not installed. Earl had agreed to do this, and I followed his instructions in shipping the cable to Phoenix, but word never reached the factory floor. When I pointed out the discrepancy, Mike and Doug, two cheerful and competent Phoenix techs, jumped into action and had the cable satisfactorily installed in half an hour. Good recovery.

2) SiriusXM radio didn't work. Doug found the antenna cable was defective and replaced it. He tested the replacement twice, just to be sure. I like that.

3) The factory-installed surge protector, Progressive Industries EMS-HW30C, intermittently shut down shore power on my first night camping (in the Phoenix parking lot). It erroneously reported the voltage as too high (134 VAC), even though I measured 121 VAC at the input to the protector.  Then, after a delay of perhaps half an hour, it started working properly. This repeated several times that night.  The next day Phoenix's electrician, Ed, troubleshot for over an hour, but could find nothing wrong, as the unit had decided to work properly. I headed off, only to have the failure repeat my second night out.  After phone consultation with Ed and Dave Ponsler, General Manager, Phoenix sent me a replacement via UPS next-day delivery. It worked fine when I installed it (I've done lots of home wiring), but failed the next day with the same symptom. A second replacement, also sent overnight, was DOA on installation, with the same symptom. In order to use shore power while camping in the cold, I spliced around the surge protector. I also decided to go back to Elkhart from Tennessee, where I was, to let the techs look at the problem. I was back there this past Monday. Ed and Doug looked at the failure, agreed I'd installed the replacements properly, and put in a fourth surge protector. Same failure. Head-scratching ensued. Progressive Industries tech support consulted -- they were useless. Finally I asked if any other units on the production floor had a working surge protector, and could we swap it into my rig for troubleshooting purposes? We did, and it worked fine in my rig. But Doug said the surge protector from my rig was now working fine in the other unit, too. Hardly confidence inspiring. I spent several hours trying to induce this now fifth surge protector to fail in my rig, but it kept working. In fact, it's been working perfectly for 3 days now. Maybe it's good. I hope so because I'm now in Missouri on my way home.

After two weeks of camping I like nearly everything about the 2552.

I was very happy with the attitude of everyone I interacted with at Phoenix. Everyone on the factory floor was eager to address any concern I raised about the rig. (Window shades need a little adjustment? Let me do that, and show you how you can do it later, if it's needed.)

I probed several techs about their working conditions. Everyone told me it was still a great place to work. Would they go across town to work at Thor if it meant a raise? No way -- my friends are all here, and we do great work!

John

Disappointing to hear about the surge protector issues.  I am scheduled to pickup my 2552 on 4/2.  I have also had a surge protector installed, but I don’t have your skills to replace it on my own.  Really need it to be working before I leave Elkhart.  Did you find anything else that needed to be addressed?

I certainly recommend camping in your new unit in Elkhart for two nights while you try everything. Cook a meal, run the furnace, use the shower, etc. As I mentioned, everyone at Phoenix is eager to please their customers. They'll jump on anything you report as a problem. I stayed one night in their parking lot, which is very quiet at night, and one night at Potato Creek State Park, about 25 miles away, even quieter, as the campground is deserted this time of year.

The roads around Elkhart are truly terrible -- lots of bumps and big pot holes. Perfect for giving the new rig a good shaking to see if anything comes loose. (Nothing came loose in mine.)

John

Just an FYI on the EMS-HW30C.  There should be a switch on the monitor panel to bypass it if you want to.  At least there is on mine.  You would use that with caution since (normally) if it cuts power it thinks there is a problem so using the bypass allows the 'problem' voltage into your coach.

Sorry you had problems with yours, mine has functioned well so far.  I'm at a loss to explain the symptoms you experienced.  Lets hope that is all past.

*also a minor nitpick but this is not a surge suppressor which just stops power surges (usually by dying to save your equipment) but rather an energy management system which monitors the voltage and cuts off power if the voltage is not within the set parameters.

Disappointing that Progressive Industries tech support was not helpful, they have had in the past a stellar reputation for support.

Jatrax, you're right of course. I failed to mention that when the surge protectors were acting up, they ignored the bypass switch -- it did nothing. Most frustrating.

Progressive calls these "electrical management systems" which is what the EMS in their model number refers to. Yes, they do more than limit transient power surges, but "electrical mamagement system" seems too highfalutin a name, so I just call them surge protectors.

Anthony, the Progressive tech support guy, had no interest in hearing any of the details of my trouble. He repeated several times that his job was to get me up and running quickly, but all he could offer was to send via regular US mail a replacement circuit board (not a new unit). Quite a contrast with Phoenix, where everyone I talked with was quick to do anything they or I could think of to help.

I'm now on my fourth day now with the same unit working perfectly. I've used it every night in a different state park, plugging and unplugging shore power and applying different loads. No problems at all. I do like the way the display tells me shore power volts and amps continuously. That makes it easy to manage the current demand so I don't turn on too many things and then have to put on my shoes to go outside and reset the campsite circuit breaker.

John

they ignored the bypass switch -- it did nothing. Most frustrating.

That is a little disconcerting.  I wonder if the one in your current unit works?  I know the switch in mine does because we camped at a site where the voltage was right on the edge, 104 I believe.  Every time we turned on the microwave it would drop below and cut out.  I used the bypass switch and monitored the voltage manually until dinner was done, then turned the EMS back on.  We intentionally did not use anything electrical like the A/C to prevent any issues.

Progressive Industries has in the past had an amazing reputation for service but I understand they were bought out by Power Products in April of last year.  I hope that has not changed their quality control and service policies.

I don't know about highfalutin but the important part to me is that it monitors the incoming voltage.  More equipment in RVs is damaged by running at low voltage than by surges.  Lets hope they just had a bad batch..............

Hi McDucks,

It is good to read that operations at the factory remain in very good order from your experience.  Thanks for sharing!

Ron Dittmer