Hello Escapee,

This is such an important recall that we are including more people than necessary, we are also providing more information and updates than normal.  We have a correction on the contact details for Suburban and an update on issues and questions that our customers have asked. 

Suburban issued an incorrect email address in formal communications to Escape. Suburban have corrected this error by issuing two new contact emails.

Please contact either orders@suburbanmfg.com or laborclaims@airxcel.com and reference NHTSA Recall #22E-035 to order a replacement SDS2 or to find a repair shop near you. We have double checked these emails to confirm that they are valid.

If you have emailed the previously communicated incorrect email address, your message will not go through and we recommend to resend to one of the above email addresses.

As always, our After Sales support team is here to help at recall@escapetrailer.com. 

Updates on Customer Issues

Issue:

Update:

The contact email for Suburban was incorrect and emails were not delivered.

Escape contacted Suburban. Suburban corrected the error and supplied the correct email addresses: orders@suburbanmfg.com or laborclaims@airxcel.com

Customers are being asked for the Serial Number for their SDS2. This may pose an issue if they cannot access the underside of the SDS2.

Escape informed Suburban. Suburban will manage by exception for those with the E17A/B or other models where the serial number is not accessible e.g., trailers with a Convection Microwave Oven.

Questions we have been asked:

Question:

Answer:

How do I find the Serial Number on my SDS2?

The Serial Number on the underside of the SDS2. The below photo of the underside of the SDS2 shows where the Serial Number is located.

How do I know if I am affected by this recall?

If you have an Escape with an SDS2 installed you are affected by the recall. For reference, please see a picture of the SDS2 below. 

RECALLED UNIT - Suburban SDS2 Drop- In Cooktop

Can I install the replacement SDS2 unit myself?

No, the replacement cooktop must be sent to and installed by an authorized repair shop/person as per Suburban's guidelines.

If I order a D21 or Eno 3 Burner from Escape, can I have it shipped to me?

Yes, Escape will send your requested unit directly to you. However, Escape recommends that the cooktop is installed by a licensed professional. 

Questions?

If you have any questions and need to speak with someone from Escape please email recall@escapetrailer.com. You can also call us at 1-855-703-1650 (toll-free) and ask to speak to someone in our Parts & Service department (please indicate that you are calling about the SDS2 recall). 

Additionally, you can contact Suburban at Suburban’s Customer Service department at 423-775-2131 ext 7101, via email at orders@suburbanmfg.com or laborclaims@airxcel.com.

Thank you for reviewing this message and for your patience in this matter. 

Best Regards, 

Karl@Escape 

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