I got a brand new 21NE and mostly I think escape make an amazing product. Their support and quality control could really use some work though. I've found a number of problems with things broken or just wrong. Most of them escape has worked with me to resolve but the most frustrating of all is the broken fridge.
The fridge has a problem with the gas popping over and over. I've captured it on videos.
So Escape's response is it's dirty. They say it's Norcord's problem "we merely install them". So I took a day off work and brought it to the norcold authorized repair. We stuck a little camera into the burner assembly and pipe and no dirt, it looks brand new. So he says there is too much airflow in the pipe and puts this pipe clamp over the holes which seems really janky.
Photo of the "fix" https://photos.app.goo.gl/WmUDw2pKggV4yJuA7 And he charges me $40 (and stands in front of me until I "tip" him another $20 personally). It's not under warranty unless they replace something.
Of course Escape response to this is that no it's dirty go to a different service center. The next nearest center is 2 hours away each way and another whole day off work. And of course escape will only reimburse 30 min of labor If they find something wrong. If like the last place they don't find out what's wrong, the cost is on me. So now I'm out a day of work and and $60 and have no assurance that if I take another day off work and spend another $100 in gas with a likely $60 diagnosis fee that the problem will be resolved.
Escape's "this is not our problem" attitude is rough. This is definitely not my fault, Escape is the one who selected, installed and sold me the fridge. But I'm the one who is having to pay the cost again with no guarantee it will actually fix the problem.