Escort Inc.

[redacted],
Company policies
do not reflect popular but incorrect cliché’s. 
Company policies do not reflect the ease and/or difficulty of acquiescing
to specific requests.
To quote
from your previous statements:
I
would also like Revdex.com to be aware of their shoddy customer service practices.
Why should I have to pay for their
incompetency?
They should also
pay for me to return the wrong cable they once again said was the right cable.
I am the customer.  The customer is always right.  
I don't think it is too much to ask that
they refund in full the first cable plus overnight shipping since they made the
mistake. 
Referring
to a possible communication error as our mistake, shoddy customer service,
incompetent and our fault indicates you may not entirely appreciate the role
the customer plays in successfully completing requests.  Your reasoning seems to depend on the
position that no matter what the customer asks a company to do, no matter why
the failure, the company should always pay for the mistake.  Our policies do not reflect that position.
Customer
Service Department
Escort
Inc.

Mr. [redacted],
We have been in direct contact with your installer and our
Major Accounts Manager is working with them to understand the concerns you are
having (and had) and to find the best solution. 
They have also attempted to reach out to you directly.  They will try again to contact you. *
We appreciate your business and interest in Escort products
which is why we are working to find a solution even though your warranty period
has expired.  Per the documentation you
provided, your system was purchased/installed on 9-12-2013.  You also provided copies of the service
performed at Benchmark Motoring showing the first service was performed on
6-18-2015.  As you know, the Passport
9500ci system has a one-year factory warranty. 
When service was needed, your system warranty period had already expired
[redacted]
and was well beyond any ‘grace period’.  
To be clear, our obligations under the factory warranty have
been met.  Even though your Passport
system is beyond warranty requirements, we are working with our network of
Authorized Installers to arrange replacement and installation of the display be
provided to you at no cost.  While your
experience is unusual, the Passport 9500ci is a great system.  We thank you for your understanding and look
forward to serving you in the future.
*I just received word that our Major Account Manager was
able to contact Mr. [redacted] today and they discussed process going forward.  Mr. [redacted] agreed to the steps outlined so
far.  As I do not have all information I
will not detail here, but we will continue to work to resolve this issue. 
Customer
Service Department
Escort
Inc.

We are currently working with this customer to attempt to resolve his issue.

Mr. [redacted],
Thank you for contacting us and for your
interest in Escort products.  In order
for us to understand your experience we would like to know more about your
order history.  With the information
included in your Revdex.com filing, we are unable to locate your order or any...

repairs
you referenced.  We do not see where you
even registered your model on our site, so we have no details to work from.  Through the Revdex.com please send us the serial
number of your model, the receipt or proof of purchase of the 9500ci sale as
well as a copy of your installation charges and the repair charges you
referenced including installation charges. 
If you have contact information other than the above you may have used
to contact us, please provide that information as well and we will be glad to
review your filing.
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.The business refuses to acknowledge the hundreds of customers that all state the Escort Passort [redacted] Serial# [redacted] has defective parts in GPS and USB. Not only that, the company does not even offer the courtesy of fixing the issue, a well known issue, free of charge, but goes as far as charging shipping fees or a "premium" fee to examine their own product. Of course the company would be prepared with these sort of answers that would only bring them more revenue. 
Regards,
[redacted]

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.   [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]It appears as though you should do more research about your product before responding to Revdex.com and myself. Your resolution is ridiculous and I can definitely repair myself for a lot less money buying a better speaker for less money. As you can tell, I've spent a lot of money through Escort, and it appears as though this will be the last product I purchase from your company. I will definitely "spread the word" on how easy you are taking care of your product and lack of engineering. It's even just as bad having all the false alerts. I'm sure this is the reason for the speaker blowing to include the cheap material or supplier you used for the speaker. When your detector constantly beeps for 30-45 minute drive, I'm sure that's going to wear on the unit. Of course, this has also been brought to your attention, or do you need me to post some linos for this as well?  I am am not accepting your ridiculous offer. 
Regards,
[redacted]

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.]
Regards,
[redacted]
I've done s/w updates multiple times. They fail as often as they succeed. The installer also tried, but that did not resolve the previous problems. I will try again, but even if it works this time, it will only affect the display - it doesn't help me with the other components I've had to replace at a cost of thousands of dollars.  8/21/2015:  Additional rebuttal information provided by the customerJust FYI - I have tired the steps suggested by the business (copied below) and they failed.  On Aug 17, 2015, at 11:33 AM, [redacted]> wrote:[redacted]  
[redacted] 
[redacted] 
[redacted]
MESSAGE FROM BUSINESS:Mr. [redacted]Before we look at hardware solutions and uninstalling then reinstalling components we would like to do a complete (forced) software update to your system.  This step can be performed by you if you are comfortable with the procedure.  It can also be performed by our network of Authorized Installers.  We think this will bring the display functionality back.  It may take a few attempts, so please do not be discouraged if the first few times are not successful.  Below is the procedure outline.·         Turn vehicle OFF using the ignition key.·         Unplug 9500ci from computer.·         With the vehicle turned OFF, press and hold down the Mute button and the Power button while turning the vehicle ON.·         Continue to hold buttons until the blue backlight comes on the control module (the one with the buttons).  (Under bright lights, this may be difficult to see….)·         Connect 9500ci USB cable to computer.Open Detector Tools program on a PC or laptop with good Wi-Fi Internet connection.Select the second tab in Detector Tools – the Advanced tab, and select Update All.  This will take a few minutes to complete once software updates begin.  Again, if you are not successful the first attempt, please start this process over until you are able to update software for the 9500ci.Disconnect the USB cable.  Once this is completed, we are optimistic the display will be functional.  Please let us know if this is successful or not.  We are also reviewing the other issues you experienced but want to make sure this step is completed and hopefully gets the display operational.Thank you for your assistance as we work to resolve your concerns.Customer Service DepartmentEscort Inc.

Hello,We are sorry about the issue with [redacted].  It is fairly unusual for us to have an issue with delivery through them.  Under normal circumstances, we would have to wait until a package is returned to issue a refund. In this case, [redacted] appears to have misplaced the package.  We...

have checked and do not yet have it.  However, under the circumstances, we will offer an exception to our normal policies and procedures and will issue the refund now.  You will see that post to your Paypal account immediately.Thank you, Escort Customer Support

Mr. [redacted],
If purchased factory-direct we have a 30 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
policies. There are no other options and Escort Inc. will not refund purchases
made through resellers. If you are unable to return to the seller for refund,
as stated earlier, we will be glad to service your Passport.

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.
The response on the amounts to repurchase are to vague.  A very deep discount may be something we are interested in however we need a number,  we need a figure and it can't be vague. 
Regards,
[redacted]

[redacted],
Communication is a two way street.  Based on your conversation we determined
which cable you needed. You are the customer and you instructed us as to which
part you needed and how you wanted it shipped. 
It is easy to jump to the conclusion that it was entirely our fault but that does not make
it true. 
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.They sent me the wrong part and are not taking responsibility.  I am the customer.  Why should I have to pay for their incompetency?  I paid for two cables and two overnight shipping.  I don't think it is too much to ask that they refund in full the first cable plus overnight shipping since they made the mistake.  They should also pay for me to return the wrong cable they once again said was the right cable.
Regards,
[redacted]

Revdex.com:
[redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Beltronics blatantly
refused to reimburse for a faulty product and denied their responsibility for
the failure to fix the same problem three times in a row.
 
Their behavior
leaves me no choice but to seek redress in court.
Regards,
[redacted]

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 response
is almost entirely comprised of untruthful and misleading statements, and is
therefore completely unacceptable.
 
The way the problem
manifested itself has nothing to do with "multiple alerts", as
the company's response falsely states. Rather, the problem manifested
itself in a high pitch beeping signal, followed by a "Service
Required" message on the unit’s display. Please see the video I took
of the issue in June 2015 and in August 2015:

June 2015: [redacted]


[redacted]

 
The exact same problem (as
described above) was fixed three times -- each time the unit antenna was
repaired. Please see the copies of the repairs performed by [redacted] (also attached to this complaint):

February 2015: [redacted]
July 2015: [redacted]
August 2015: [redacted]

 
I am astounded by
Beltronics' lack of professionalism and its mendacious business practices.
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. 
Regards,
[redacted]

Mr.
[redacted],
Unfortunately,
you seem to be missing the point.  We
could not duplicate the issues as you described while your unit was here for
testing.  If we cannot duplicate it is
much more difficult to repair or resolve. 
We have stated we will not issue you a refund, so our options are to get
more details from you so we can bring in your detector and have a better idea
what might be triggering the experiences you are having.  To that end, we have offered examples of
situations that may affect performance and have asked you for more
details.  In each reply you do not answer
our questions but continue to demand solution. 
If you feel you will have better success taking legal action that is
your option, but you have not provided us with any more information than we
already had. 
These are
not ‘dumb radios’.  They are very complex
processors and are subject to a number of environmental factors.  It is simply critical that we get as much
detail as we can in situations like yours where we do not see the unit
malfunctioning in-house.  We would prefer
to have better information and if there is a malfunction, identify and correct
it so you have a dependable detector.
Customer
Service Department
Escort
Inc.

We simply stated the history and
asked you to confirm or provide additional information if we were not correct.  Your response confirms that our records are
correct and that you have two power cords and only paid for one.  If one of the power cords is defective as you
claim, why did you not return to us for inspection using the prepaid labels as
agreed?  We request return of all products
so we can inspect to see if there was a failure in the field and report
findings to Engineering and Product Development teams.  This is not an unusual or unreasonable request. 
A purchase date of November of
2011 is well outside the warranty period. 
The out of warranty repair procedures mentioned earlier will apply.
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.]
Regards,
[redacted]
I am attaching copies of invoices and a copy of a letter I sent to the business before contacting Revdex.com.Additional information.

[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]

Mr. [redacted], First, I am very sorry to hear that you have received a defective [redacted].  Our quality checks are rigid, so it surprises me to hear this.  That said, I can assure you that the [redacted] you received was new.  We do not ever send used products to our customers and represent...

them as new.  In addition, I am sorry that you encountered wait times when you tried to reach us.  It is true that during the holidays and for a while after, our wait times can be higher than usual.  I can promise you that we have staff here handling calls every day from 9:00-5:30, and they talk to hundreds of customers every week.  Unfortunately, waiting to talk to one of them is sometimes a necessary evil.  We apologize for any inconvenience. *For future reference, we rarely have holds later in the week, in the morning hours. As for the delay in receiving your order; You placed the order on Friday, December 2. We are not open on weekends, and an order typically takes 24-48 business hours to process.  When we tried to process your order, we were not able to.  It looks as though we could not get authorization on the credit card.  We contacted you that same day to let you know, and you called back a few days later to re-place the order.  The order shipped on the 12th, and was received on the 13th, via Next Day Air at our expense. While there was a slight delay in getting the order to you, we did everything in our power to get it to you as quickly as possible. Under the circumstances, we feel it best to send you a pre-paid shipping label and allow you to return the product for a refund.  In the meantime, you can buy whatever detector you would like via Best Buy as mentioned. We do not believe that Best Buy will allow you to swap units, as their policy is to check serial numbers, to the best of our knowledge. We will contact you shortly to confirm the refund. Thank you