I recently went with EI engine monitors because I'd heard JPI customer service wasn't great.

The product is solid, but I have to say, the customer service from EI has been hit and miss. They've resolved my issues but it hasn't been smooth. Am I the only person who's experiencing this?

I've had nothing but great success with EI CS. I'm sure you will be able to get your issue resolved. EI is a BCP sponsor so I'm hopeful they will chime in soon and direct you to a viable resource

MW

I've had great experiences with EI's customer service over the phone. This is over the course of 15+ years.

What in particular are you having issues with? Maybe explain what you mean by "not smooth"?

I've had great service from EI. Far better than the 'other guy'

I’ve had great service.

What happened?

Thanks, I'm not on here to bash the company, just wanted to see if I just ran into a random series of coincidences or what. I was disappointed because I'd heard EI was the company to go with.

Again, they've fixed all the issues that have come up, but I had two specific issues:

1. I asked for a certain value to be displayed on one of the CGRs. It was not on the unit as requested. I called, the guy said it would be $100 to update the program despite the fact that I'd ordered it that way, and said I could add it in a certain spot on the screen. Then, I called back, spoke to a different guy who said that no one would ever quote $100, it's actually $295 and that no it couldn't go in the spot I wanted. The individual even claimed I didn't order that feature, even though it was right on the order sheet he sent me claiming to prove I hadn't. I interpreted the tone of the response as if I was trying to lie about the quoted price to get it cheaper than what is customary. It was eventually recognized as an error on their part and it was done at no cost. I gave specific feedback to them at that time that they should not have folks manning the phones that do not understand the prices and features of their products. I'd rather that person let me know they had to check and get back to me rather than give me bad information.

2. I then realized I needed to order a feature that I thought was standard and had overlooked. I sent the request in with payment information. Then, three weeks later when I asked for status and if it could be bumped up because my plane was back in the shop, I was told they never received the order and got another snarky response. After an exchange, and again me re-sending them the information they recognized it was their fault and then provided a favorable price on the update to compensate.

So, the issue is the snarky responses and the disorganization. I'm happy that they made it right in the end, but it really made me feel like they did not value my business.

You are not the only one.

I've been on the fence over purchasing an engine monitor; I'm starting to smell smoke, is there a fire.

Fwiw, I’ve had nothing but great customer service from the “other guys” for over 20 years now. They have assisted me in troubling shooting numerous issues. I’ve even had them customize a display feature, which I believe is standard now on the 930. I have no doubt EI makes a good product, but JPI has treated me well and I’m a happy customer.

I've had nothing but stellar service from EI and JPI over the last 10+ years. Exceptional customer service and support for literally dozens of various units. I've made a few booboo's on the order forms and had to change configurations etc a number of times, but always great support

I think EI now have the lead with quality and performance, but a few years ago I would have said the other way around.. Buy the one you like the look of and I think you'll get good support

I only have experience with JPI, but every time I had a question. They had an exact answer. When I was installing the 830 I had a question about the wiring, and it was an easy fast answer. I am debating installing the EDM 900 and was wondering if the wiring was the same. They had an easy fast answer.

One thing I did learn is: in the JPI book I believe it says you can install the EGT probes anywhere from 2 1/2" to 4".

I installed at 2.5" thinking closer is better, it turns out my motor guy said 4" is where it should be.....it would have been so easy to make them 4" rather than have a variance of space it can be. Now the EDM reads higher EGT's than it should. I guess there is a big difference in egt the closer to the head you get. (i am told in that 1.5" range - 100 degrees per inch)

just thoughts for anyone that may be installing one of these.

Barrakudaman wrote:I only have experience with JPI, but every time I had a question. They had an exact answer. When I was installing the 830 I had a question about the wiring, and it was an easy fast answer. I am debating installing the EDM 900 and was wondering if the wiring was the same. They had an easy fast answer.

One thing I did learn is: in the JPI book I believe it says you can install the EGT probes anywhere from 2 1/2" to 4".

I installed at 2.5" thinking closer is better, it turns out my motor guy said 4" is where it should be.....it would have been so easy to make them 4" rather than have a variance of space it can be. Now the EDM reads higher EGT's than it should. I guess there is a big difference in egt the closer to the head you get. (i am told in that 1.5" range - 100 degrees per inch)

just thoughts for anyone that may be installing one of these.

FWIW, The variance is in case you have a mechanical obstruction or other limitation on your particular exhaust setup, but I do understand the sentiment. Ideal would be saying 4" ideal, but 2.5-4" allowable.

I've been using JPI stuff on personal and work airplanes for many years, and had one problem, with a fuel transducer, which they replaced at no charge, and sent it priority mail...to Alaska. Got it in three days. No charge on an item that was a couple years and several hundred hours old.

I've never liked EI's displays, so never installed one. My current plane had a 2 1/4 inch EI tach, which I absolutely hated. It worked, just really hard to see.

Everyone has bad days, and customer service can be a tough job, but it sounds like you've been bitten a little too many times for that to be the case. I hope they get it worked out, because poor customer service can really bite an otherwise good company.

MTV

CParker, that is one of my only gripes with EI as well. The cost to reconfigure via a $2 thumb drive with software that costs $295, after just having spent over $4000 on an instrument. I’ve done it a couple times because it was unavoidable for what I was doing, but it does weigh on my mind as a nickel and dime tactic. I’ve done 3 CGR-30Ps now. Does JPI charge for a software reconfiguration?

Hi CParker-

You and I have been corresponding via e-mail. I am sorry you feel like we have not provided the level of service you were expecting. I did ask our other two sales reps if they recalled a conversation where an offer of $100.00 was made to reconfigure your instrument and neither remembered such a conversation. Per our e-mails, the standard cost to reconfigure an instrument is $295.00, which is often waived, as was the case with your instrument.

Some of the blame necessitating the re-configuration the display indeed falls on our shoulders. Even after 5+ years of answering detailed questions regarding screen layouts, our sales staff occasionally fields questions that we have not previously been asked. As in your case, my colleague assumed the timers would fit at the bottom of the CGR-30C and was informed by our calibration engineer that it was not possible. I very much apologize for that miscommunication. I felt your unhappiness and agreed with your reasoning. As such, I offered to have your system re-configured at no cost and asked our calibration staff to expedite the request so you were not waiting the "standard" lead time. Having said that, your dealer did not specify the six annunciators on the initial worksheet. The reconfiguration fee was mentioned as updating the software requires our calibration engineer to reprogram the display, create new wiring drawings and ship the correct voltage interfaces.

In regard to the $295.00 reconfiguration fee, I will pass on everyone's comments to management. As stated before, the fee is very often waived, however, we felt it necessary to assess such a fee as we were often receiving requests to revise layouts after a system was built and shipped which required our engineers to delay current production orders to process customer service request.

We truly appreciate any feedback, including constructive criticism. As always, if I can be of any assistance, please feel free to PM me here, e-mail me at [email protected] or call at 541-318-6060.

Thank you!
Dave

I'm sure everyone that expects the $295 fee to be to much has no problem working for free... this stuff takes time folks, even if its sitting at a computer, building a screen layout, and loading it onto a USB drive. In my experience JPI also charges a fee and it usually involves sending the unit back to them instead of just plugging a USB stick in. Maybe rhat has changed now. Overall I have had great CS fro EI.

I cant say enough about how much I've enjoyed my dealings with EI. They've always been way more than fair in dealing with the very few instrument issues I've had over the years. One time I was dealing with an intermittent display. I flew into Bend, OR where their located. My display was diagnosed. I pulled the unit out and they repaired it on the spot. I got to meet their team and have to say they are even nicer in person. What a great operation they have too. Hard for me to imagine going anywhere else.
Sam

Being a software guy Dave, I’d be interested to hear how much engineering goes into a software reflash to change a configuration from say a tach time indication to a carb temp indication. I don’t think anyone is arguing for free stuff as A1skinner implies. It’s merely a question of why.

Yes, JPI charges a fee if your unit has to be sent in to be reconfigured or cannot be updated remotely. However, most software updates are a matter of downloading the update via email to a properly configured USB, and uploading it to your unit. Emphasis on properly configured USB. I have an earlier generation 930 and found that it does not play well with newer USB drives that are configured per the instructions. Don't ask me why. After sending my unit in a couple times for software updates for a fee, I found I can update it successfully by using an older generation USB drive properly formatted with the software file zipped or unzipped. Again, don't ask me why. Apparently, the newer units do not have this issue as it was a head scratcher to JPI tech support, who were helpful.

I have some experience with both companies. I find that JPI customer support to be a pleasant but extremely expensive affair. EI, I had a probe go haywire on a UBG I had installed, and they literally just handed me a new probe at Oshkosh on my word that it was bad. I like both companies products, and recommend them both depending on what suits the airplane better. Putting a CGR in a Cardinal soon. What we need to keep in mind is the responsibility these companies have due to the primary nature of the instruments makes it much harder to work with than it would have been with a basic bar graph. I'm sure they get phone calls all the time from people wanting to adjust a redline or mess with a setting that they cannot modify due to primary usage.