Escort Inc.

Thank you for your time and patience in contacting us Specific to the complaint: Though somewhat understandable in perspective that "Magnum" (the model name) and "magnesium" (a metal) could be viewed as the same, the Beltronics STi Magnum (and its upgrade) does not use a metal case
and is not advertised or described as having a metalized or magnesium case "Magnum" is simply the model name, not an identifier of materials used in the final design So we do not see this issue as an "advertising issue" The earlier version / model, including the original model that *** *** owned, did have a metalized case The new version, the STi Magnum, is in part enhanced by its use of a light-weight polymer case - this is a major part of the latest engineering design in the newest mdel (and therefore is part of the upgrade process in updating the 'old' to the 'new') The upgrade from the old version (STi Driver, the unit owned by Michelle Peters) to the newer engineering model, the STi Magnum, and the upgrade that *** *** did purchase, is an engineering upgrade that utilizes the newer, polymer (plastic) case that enhances the design in terms of handling and driving (windshield mount) weight - this new design, as part of the the upgrade, is lighter and more stable in the mount This new case, the polymer version, is the same case used on all of our new STi Magnum radar detectors being sold and shipped today There is no current marketing or advertising focused on any other design, including a metal case, other than the new plastic case version STi Magnum.Solution:Please recognize that your new upgraded unit is the full upgrade - there has been no 'lessened' version in terms of engineering enhancements or overall performance However, if you request, we can re-case your upgraded unit in an 'old' version, STi Driver, metalized case (we cannot specifically recover your original case but we can install a same metalized STi Driver case) - note that if we do so, there will be a different serial number printed on the case that will not match the serial number of your upgraded unit To help expedite the process, we can send you a return ship label and of course we will pay for the work and the return shipping back to you.Thank you again -

Revdex.com:
* *** *** *** *** *** ** *** *** ** *** ** *** ** ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
The company continues to display crass ignorance in the legal matters related to the Lemon Law and even goes to great lengths explaining to the customer what they expect "most Americans" to do in a variety of situations, ranging from a buying a broken car to purchasing sour milkOverall, a true disgrace and disservice to such a reputable brand
Regards,
*** ***
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Thank you for the response and repairing the radar, unfortunately the item has not yet been shipped back to me yetI have checked the tracking for the package and the item says it has been delivered but neither I or my concierge have received the packageWhere is the radar? Was the item shipped to the wrong person or wrong address? Please let me know where the item was shipped so I can obtain the radar to confirm the issues with the radar have been resolvedThank you and I look forward to your response.
Regards,
*** ***

We have a record (e-media, email, CRM system data, experiential knowledge, etc.) of and a long history in repeated calls, chats and emails from this complaintent - the topics and language varies greatly and covers many exchanges and calls over many years These calls, emails and chats have
migrated to topics that are not service, sales or product related in any way.In the last several weeks, Mr* has attempted to call our employees after posted business hours to each of their personal phones - this is unacceptable and is approaching problematic, legal status due to continue harassment He has been asked to not call or harass our employees - in turn, we have asked our employees, when Mr* calls, to ask him to clearly state the service, sales or product issue - if he does not and attempts to discuss personal and personnel issues, we politely try to move him back on business related topics and if a 3rd time he does not return to service, sales or product related issues, we have instructed our Experts to state that they are politely but firmly disconnecting due to the lack of Mr*** disregard for service, sales or product related concerns versus his attempt to continue harassing our employees

Mr***,
If purchased factory-direct we have a day money back
trial period. During that time you can
return any product for refund or exchange.
Beyond the trial period we will repair any product that is not working
to factory specifications. Your Passport
was not purchased factory-direct
Your Passport may
not be working properly although troubleshooting may resolve your concern, but
that is not the issue you are raising.
If your Passport is not working properly, you can call our Customer
Service Experts and receive a Service Order number to send your Passport in to
us for service. If it qualifies for
warranty service, we will repair your Passport at no charge. This is what warranties are all about. If it is not working properly, we will be
glad to service it for you so it is up to factory specifications
However, as stated earlier, if you want a refund you will
need to contact the place of purchase and abide by their return or exchange
policiesThere are no other options and Escort Incwill not refund purchases
made through resellersIf you are unable to return to the seller for refund,
as stated earlier, we will be glad to service your Passport.
Read More Customer Complaints:
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*** ***
Thank you for your interest in
Escort. Your
order was purchased and
shipped factory direct on 7/10/4:PM.
As per our policy you have a day money back trial period and can
return your order for refund or exchange for any reason within the 30-day
window. Our records indicate you were
the first and only person to register this model and you used the e-mail
address in this filing. However, we do
not have enough information to guarantee exchanging for a different unit will
resolve your experience
We also received an e-mail
which we will copy below for your reference:
From:
*** *** ***
Sent: Friday, July 17, 1:PM
To: ***
Subject: WILL NOT WORK
MY APP WILL NOT WORK- IT KEEPS TELLING ME WRONG
USERNAME, PASSWORD, ERROR 502, JUST SEND ME SOMETHING TO RETURN THIS $JUNK
THAT I BOUGHT- I COULD NOT GET ANY HELP ON THE PHONE OR CHAT NOW I WILL SEND
THIS TO THE Revdex.com IF IT IS NOT FIXED IN MINUTES.!!!! MY
PHONE IS *** I EXPECT A PHONE CALL BEFORE I HIT THE SUBMIT TO THE Revdex.com
Unfortunately, it appears we
are not able to meet your expectations.
It is virtually impossible for us to meet your demands. Our web site states e-mail messages will be
responded to 24-hours to respond and you demanded that we open, read, research
and respond to your e-mail within five minutes of receipt. We wish you luck in finding a company that
can meet your requirements.
Email:
***
We
will respond to e-mails usually within 24-
hours during our business dayFor faster
response please use our Live Chat service Monday
through Friday from 8AM to 5PM EST or call us
Monday through Friday from 8AM to 5:45PM Eastern
We have not had the
opportunity to properly troubleshoot your Live system, but our experience with
other customers with similar situations leads us to believe there is a solution. From the information you provided in this
filing and the subsequent e-mail messages, we have a good probability of
resolving your concern over the phone. If
you are not willing or do not have the time to properly troubleshoot, you can return
for a full refund, but as stated on our web site we do not pay for the return
shipping
***
We appreciate your
understanding and look forward to serving you in the future.
Customer Service Department
Escort Inc
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Mr
***,
","sans-serif"background:white">Following
up on your recent conversation with our Support Manager, we have resolved your
immediate concern and hope this is a long term solution for you. However, if issues arise we will be more than
happy to reopen as needed
Thank
you for your patience, and we look forward to serving you in the future
Customer
Service Department
Escort
Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I believe that I was verbally instructed to discard original cord, which I had no use for What is your point here?
I obviously am not using original broken unit which I no longer have, and the one you replaced it with never got a chance to be firmware upgraded.
What you are saying still does not change the fact that you product has unreasonably short life cycle and you customer service was and still is not very much helpful in resolving my issue
Is this really worth arguing about? You could have just replaced the unit and have a happy review instead of all of this - which again proves said above
Regards,
*** ***

Thank you for contacting us regarding your concern. While we do have information in your file noting that one letter of correspondence was received, I do not have record of receiving it myself, and am unsure as to what may have happened to itI apologize for any inconvenience. I am
sorry to hear that you are having trouble updating your Max 2. Unfortunately, I do not have access to the paperwork that you sent, as it appears to have become lost, so I am not sure what exactly is happening with the download process. This is easiest to troubleshoot over the phone, as there are a number of issues that could be the culprit and in most cases, it is not a detector malfunction. Would it be possible to e-mail the correspondence to me directly so that I may have a look or for me to call you to try to resolve? While the detector is well out of the one year warranty based on our sales records, I would be happy to assist and repair the detector at no charge, if indeed there is a malfunction, as a courtesy in light of the loss of the letter we received in AugustA refund or replacement would not be available at this time, due to the age of the detector(purchased 10/14)In rare cases, we have found that there are a handful of computers that do not work well with the Tools program, and the download process cannot be completedThis is not a detector malfunction, and repair or replacement will not resolve the issue. Unfortunately, in these cases, the detector must be updated using a different compatible computer. We can check to see if this is the case with some basic troubleshooting.Thank you,Shawn

Revdex.com:
* *** *** *** *** *** ** *** *** ** *** ** *** ** ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
In their response
from 10/6/*** insist they have never found a problem with the unit
This despite the abundance of evidence to the contrary:
All cases of malfunction were
documented and the evidence has always been available to their
techniciansSee: *** *** ***
Their own technicians' report
indicate that the unit was repaired three times for the same problem
(faulty antenna)
The company's feeble attempts
at blaming the vehicle, in which the unit is installed, for the
malfunction, are nothing but ludicrous:
The power supply
to the unit is switched off the moment the engine is shut off, so there
couldn’t be the case of insufficient power supply due to the drained
battery, as they alleged
Above all, the
unit behaves *the same way* in another vehicle and an identical unit
works perfectly well in the vehicle, in which the unit at case
malfunctions
The last point rules out any
issues with concomitant equipment and proves beyond any doubt that the
UNIT ITSELF IS FAULTY
Regards,
*** ***

Mr***,
Thank you very much for the additional
information. We have contacted the
installer you used and we are reviewing their feedback as well. We certainly understand your frustration and thank
you for bringing this to our attention.
Please allow us some time to review and offer recommendations and we
will be back to you early next week
Customer Service Department,
Escort Inc

Thank you for your time and patience in contacting us
Again, specific to the complaint:
Again, though somewhat understandable in perspective that
"Magnum" (the model name) and "magnesium" (a metal) could
be viewed as the same, the Beltronics STi Magnum (and its upgrade) does not use
a metal case and is not currently advertised or described as having a metalized
or magnesium case "Magnum" is simply the model name, not an
identifier of materials used in the latest, updated final design So we
do not see this issue as a "fraud issue" per se
And again, the earlier version / model, including the original model
that P Vasquez owned, did have a metalized case The new version, the STi
Magnum, is in part enhanced by its use of a light-weight polymer case - this is
a major part of the latest engineering design in the newest model (and
therefore is part of the upgrade process in updating the 'old' to the 'new')
This new case, the polymer version, is the same case used
on all of our new STi Magnum radar detectors being sold and shipped today There are still some retailers with the older cased units but as those units are sold, the refreshed inventory will have units with the same case that you have been update to
Solution:
Please recognize that your new upgraded unit is the full upgrade -
there has been no lessened version in terms of engineering enhancements or
overall performance We can easily ship a metalized case for the unit but
due to internal construction issues, we recommend that you allow us to re-case
your upgraded unit in the 'earlier' version, metalized case. To help expedite the process, we can send
you a return ship label and of course we will pay for the work and the return
shipping back to you. Or, simply confirm that the shipment of the case will work for you and we will expedite that immediately Please let us
know
Thank you again -

[A default letter is provided here which indicates your acceptance of the...

business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Our Customer Service Supervisor and one of our Expert is now attempting to directly reach Mr. [redacted] to discuss all of his questions and we are more than willing to take time to offer assistance.

Revdex.com:
[redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The company continues to display crass ignorance in the legal matters related to the Lemon Law and even goes to great lengths explaining to the customer what they expect "most Americans" to do in a variety of situations, ranging from a buying a broken car to purchasing sour milk. Overall, a true disgrace and disservice to such a reputable brand.
Regards,
[redacted]











7/31/2015






Complaint


I can not get the app to work on my phone and can not get any help online or phone or email. I paid $600 and can not even use the product.



Desired Resolution

I want it refunded!!!!

Consumer Business Dialog

When
your order shipped we sent you an e-mail message with the UPS tracking number
you used to track the delivery.  As you
know from the email and confirmed by UPS, the item was shipped to you on
1-6-2015.  You also saw on the UPS site
that the order was delivered on 1-8-2015 and left at the front door.  It is now 1-21-2015 and we are just learning
about this delivery concern.
This
should have been reported to our Customer Service Department as soon as you
were aware the package was not located so we can start a UPS Tracer.  We will begin this process now.  You should ask your concierge, neighbors and
others in your area if they have seen your package.  Most deliveries are recovered quickly by
checking with others in the building/area or point of delivery.  UPS may contact you directly.  We will wait for a response from the UPS
Tracer investigation and let you know the results as soon as we receive their
findings.
Escort
Inc.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached...

an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Yes, I was contacted by ESCORT RADAR, Inc., and received feedback and an explanation as why their customer service wasn't answering phone calls or responding to my emails. Their representative whom contacted me was pleasant and more than helpful. She also was able to take my order request and process the payment. She said the item I ordered would be sent to me as soon as possible. I was holding my response to Revdex.com until I received the item - which, I found out the other day, was mailed to me. I'm still waiting for its delivery. I will say that the matter was resolved satisfactorily and want to than the Revdex.com of Cincinnati for assisting me, and also thank you to ESCORT RADAR, Inc., for their response and better-than-expected customer service.
. 
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I will supply paying less then 50% on a used radar detector and walk away from this partially satisfied at least. I see the business is attempting to work something out with me.
Regards,
[redacted]

Mr. [redacted],
Thank you
for your interest in Escort Inc.  In
order to respond to your filing correctly we need to first confirm where you
purchased the Passport Max.  With...

the
information you provided, we are not able to locate your order number and
purchase date.  If you purchased factory-direct,
please include the order number or the serial number and we will be able to
pull up your file.
If the
Passport Max was purchased from a third party or re-seller, you will need to contact them to
get a refund or to exchange to a different model and abide by their return and
exchange policies.
If the
Passport Max is not working properly, please call our Customer Service Experts
during normal business hours and they will be able to create a Service Order
number for you so we can take a look at your Passport Max 
Customer Service Department
Escort Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Escort Radar, basically what you are saying that you have given me another broken accessory in replacement of one I originally purchased in 2011 - how does it help? You must have given me some kind of refurbished item which was not properly tested. thanks ! 
I am not interested in discussing shipping troubles that were preventing your from sending you package to my correct address, that is irrelevant to this issue, I am sure you have gotten your money back from carrier. I am not sure why you are even bringing this up here.
 
My complaint is that where I only wanted to use this product as it should be used it has not worked. Also when I emailed - my email was never answered, to add to it, my call with your representative was not put int system which resulted in no one calling me back and not recording case. 
Even after all of the above, once I called and spoke with [redacted] she relayed incorrect message from [redacted] stating that Smart LiveCord can't be firmware upgraded. All seemed just as an attempt to get rid of a customer instead of resolving issue in professional way. 
I acknowledge your rather short warranty policy preventing from satisfying customers and wish you would make adjustments: read all previous complaints - they all are related to your customer service.
After all the calls and emails I've been trough with Escort customer support I can't believe you have nerve no to go outside extra mile and help out. Shame on your customer service ! 
 
 
 
Regards,
[redacted]