[redacted] , Communication is a two way street Based on your conversation we determined which cable you neededYou 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
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- You also saw on the UPS site that the order was delivered on 1-8-and left at the front door It is now 1-21-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
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]
Hello,We are sorry about the issue with *** It is fairly unusual for us to have an issue with delivery through them Under circumstances, we would have to wait until a package is returned to issue a refundIn 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 policies and procedures and will issue the refund now You will see that post to your Paypal account immediately.Thank you, Escort Customer Support
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 timesThey fail as often as they succeedThe installer also tried, but that did not resolve the previous problemsI 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:AM, [redacted] > wrote: [redacted] [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 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
Mr [redacted] , 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
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 [redacted] 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- You also provided copies of the service performed at Benchmark Motoring showing the first service was performed on 6-18- 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
[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]
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 When I spoke to the monthly payments lady yesterday, she gave me some address in Lombard illinois as to where these supposed letters were being sent but I live in downers grove illinois, which is where the merchandise was sentI did not know there was an issue until I called to check on the repair, like I originally had saidCan you please provide me with copies of the letters you said to have mailed for my review? So what are my option if no further payments are received...you just keep the merchandise and offer no refund? This constitutes unfair collection practicesI never received a phone call our usps mail about this issue....nor was I made aware upon returning my item that you were actually confiscating itI have perfect credit, no reason not to pay other than principal nowSeems very shady the way this is going downI just want a resolution to this matterThanks 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
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 appreciate the message, including the warranty references approved by your legal department I understand that these are necessary, I've written them for many clients Now that that's out of the way, the real issue is getting the products working properly I did receive a phone call from your company on Monday proposing to set up service I am waiting for the promised follow up call to confirm time and place I appreciate that contact and I am counting on the follow up I'm hopeful that the proposed service will remedy the situationBut, until that is actually accomplished, this matter is not resolved
Hello;We are sorry to hear that you remain unsatisfiedAccording to our records, the first order was shipped 11/21/and received 11/25/ Our notes show that you called to return it for a refund because you did not want itThat call was on 12/6/16, and that return was processed 12/9/A new order was then placed 12/and shipped 12/12/We offered [redacted] Air delivery for free as a courtesy, so you received it 12/13/ You called to inform us of the defect on 2/17/We offered a day air label for an exchange, as well as day air delivery back on the replacement detector We received the defective detector in on 2/23/and you received the replacement 2/27/ This is a fairly typical time frame to complete an exchangeWe do apologize for any inconvenience this may have caused you, truly.In regards to buying a new car; we certainly are/were not suggesting that In an effort to troubleshoot the issue you were having, we did and would talk about voltage problems in the car, as it can be an underlying cause of such a "defect" In some cases, the vehicle voltage may be too low or not consistent, and this can cause operational problems with our detectors We talk about this in an effort to educate our customers in an effort to facilitate the best outcome We meant no offense and are sorry if you were, in fact, offended.I hope all is well with the replacement, but if not, please let us knowWe are always happy to assist
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]
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 - how does it help? You must have given me some kind of refurbished item which was not properly testedthanks ! 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 carrierI 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 workedAlso 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 upgradedAll 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 outShame on your customer service ! Regards, [redacted]
Mr [redacted] , Thank you for your interest in Escort and for the feedback We appreciate you providing the order number as the sale referenced is not under your name or contact information We will assume for this filing that you are speaking for or representing the original purchaser We take pride in providing quality products and service to our customers for over years After reviewing your Revdex.com filing, it would be easy for us just to remind you of the warranty policy and that as you have stated, the Live power cord was purchased in November of Our products have a one-year factory warranty as stated in all of our product communications You are clearly outside the warranty period Outside the warranty period there is a charge for repairs or service needed However, we also want to point out that we replaced the Live power cord while under warranty on 12-27- On 12-27-we sent you another Live power cord at no charge, and asked you to return the cord you have so we could examine for failures We did not require you to send in for repair and we also exchanged this with a direct wire version at your request, even though this is not company policy We sent you two [redacted] pre-paid labels to return the Live cord [redacted] does not show the tracking numbers were used and to-date we have not received the power cord back as was the agreement when we advance-shipped the replacement cord On 1-15-we shipped you another Live power cord at no charge because you stated that you did not receive the prior order While we are flexible and our policies are very customer friendly, based on our information (we shipped you four cords, one was returned, one was lost during shipment ) we do not see a reason to comply with your requestPlease provide additional information if you believe this is not correct Customer Service Department Escort Inc
***,As mentioned previously, we are not surprised that you can find forum posts documenting the same complaintThat is, after all, what forums are best known forBut for every complaint lodged, there are hundreds or even thousands of detectors in the field that have not experienced this issueForum complaints do not accurately reflect the durability or longevity of a part You can only deduce this by looking at the bigger picture which includes the number of units in the field that are not experiencing an issue We know that parts can and do failThat is what the warranty is for As we have discussed with you in the past (April/2016), [redacted] is the most sensitive radar detector you can buy with the least amount of filtering of all our modelsThis is by design It is engineered for raw performance, and as such, can give more alerts than you may receive on other models Unfortunately, this is the nature of the beast with this modelPeople who love it understand that more alerts are a tradeoff to get the fantastic range and sensitivity that it deliversPerhaps this is not the right model for youFinally, as in the past when you wrote to the Revdex.com about us (also April of 2016), we would like to work with you to resolve your complaintWe have offered what we believe to be reasonable concessions under the circumstances We do not believe that expecting free repairs and/or replacement parts years from the purchase date is reasonable If you would like to get the speaker designed for it from us, we will also waive the shipping charges as a gesture of good will, for a total of $However, if you can, in fact, repair it for less using a better speaker than we can provide, perhaps that is your best option It is not our recommendation, but we understand if that is the course you choose to take.Thank you
[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 leastI see the business is attempting to work something out with me Regards, [redacted]
Mr [redacted] , We truly appreciate your help and the additional information and obviously disappointed the update did not resolve the display Please allow us a few days to review options and we will contact you as soon as possible 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 belowWe appreciate their response, we are still confused as to why they did not respond to us at all in the first place? Besides that, we disagree with how they "define" what a magnum is and isn't regarding an upgradeI understand that the firmware was updated but that wasn't my complaint1) I have attached their user manual for the magnum, and as you can see it specifically mentions magnesium casing2) I have also included proof of purchase of our brand new magnum, which included the magnesium casingSo if their position is that they don't sell those anymore, then they sure still do have authorized retailers still selling them with magnesium casing3) Once again their offer leaves me shorthanded, as I get and "older sti driver casing" and a different serial # which isn't fair to mePlus I do not want to be without my product again for another, up to weeks possiblyThat's why I said they could just mail me the "Magnum magnesium case" and I could put it on myselfEven though it's an inconvenience to me I'm willing to do thatSo that's where we stand Regards, [redacted]
[redacted] , Communication is a two way street Based on your conversation we determined which cable you neededYou 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
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- You also saw on the UPS site that the order was delivered on 1-8-and left at the front door It is now 1-21-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
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]
Hello,We are sorry about the issue with *** It is fairly unusual for us to have an issue with delivery through them Under circumstances, we would have to wait until a package is returned to issue a refundIn 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 policies and procedures and will issue the refund now You will see that post to your Paypal account immediately.Thank you, Escort Customer Support
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 timesThey fail as often as they succeedThe installer also tried, but that did not resolve the previous problemsI 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:AM, [redacted] > wrote: [redacted] [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 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
Mr [redacted] , 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
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 [redacted] 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- You also provided copies of the service performed at Benchmark Motoring showing the first service was performed on 6-18- 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
[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]
We have talked directly, and I believe this complaint to be resolved Thank you and happy holidays!
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 When I spoke to the monthly payments lady yesterday, she gave me some address in Lombard illinois as to where these supposed letters were being sent but I live in downers grove illinois, which is where the merchandise was sentI did not know there was an issue until I called to check on the repair, like I originally had saidCan you please provide me with copies of the letters you said to have mailed for my review? So what are my option if no further payments are received...you just keep the merchandise and offer no refund? This constitutes unfair collection practicesI never received a phone call our usps mail about this issue....nor was I made aware upon returning my item that you were actually confiscating itI have perfect credit, no reason not to pay other than principal nowSeems very shady the way this is going downI just want a resolution to this matterThanks 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
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 appreciate the message, including the warranty references approved by your legal department I understand that these are necessary, I've written them for many clients Now that that's out of the way, the real issue is getting the products working properly I did receive a phone call from your company on Monday proposing to set up service I am waiting for the promised follow up call to confirm time and place I appreciate that contact and I am counting on the follow up I'm hopeful that the proposed service will remedy the situationBut, until that is actually accomplished, this matter is not resolved
Hello;We are sorry to hear that you remain unsatisfiedAccording to our records, the first order was shipped 11/21/and received 11/25/ Our notes show that you called to return it for a refund because you did not want itThat call was on 12/6/16, and that return was processed 12/9/A new order was then placed 12/and shipped 12/12/We offered [redacted] Air delivery for free as a courtesy, so you received it 12/13/ You called to inform us of the defect on 2/17/We offered a day air label for an exchange, as well as day air delivery back on the replacement detector We received the defective detector in on 2/23/and you received the replacement 2/27/ This is a fairly typical time frame to complete an exchangeWe do apologize for any inconvenience this may have caused you, truly.In regards to buying a new car; we certainly are/were not suggesting that In an effort to troubleshoot the issue you were having, we did and would talk about voltage problems in the car, as it can be an underlying cause of such a "defect" In some cases, the vehicle voltage may be too low or not consistent, and this can cause operational problems with our detectors We talk about this in an effort to educate our customers in an effort to facilitate the best outcome We meant no offense and are sorry if you were, in fact, offended.I hope all is well with the replacement, but if not, please let us knowWe are always happy to assist
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]
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 - how does it help? You must have given me some kind of refurbished item which was not properly testedthanks ! 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 carrierI 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 workedAlso 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 upgradedAll 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 outShame on your customer service ! Regards, [redacted]
Mr [redacted] , Thank you for your interest in Escort and for the feedback We appreciate you providing the order number as the sale referenced is not under your name or contact information We will assume for this filing that you are speaking for or representing the original purchaser We take pride in providing quality products and service to our customers for over years After reviewing your Revdex.com filing, it would be easy for us just to remind you of the warranty policy and that as you have stated, the Live power cord was purchased in November of Our products have a one-year factory warranty as stated in all of our product communications You are clearly outside the warranty period Outside the warranty period there is a charge for repairs or service needed However, we also want to point out that we replaced the Live power cord while under warranty on 12-27- On 12-27-we sent you another Live power cord at no charge, and asked you to return the cord you have so we could examine for failures We did not require you to send in for repair and we also exchanged this with a direct wire version at your request, even though this is not company policy We sent you two [redacted] pre-paid labels to return the Live cord [redacted] does not show the tracking numbers were used and to-date we have not received the power cord back as was the agreement when we advance-shipped the replacement cord On 1-15-we shipped you another Live power cord at no charge because you stated that you did not receive the prior order While we are flexible and our policies are very customer friendly, based on our information (we shipped you four cords, one was returned, one was lost during shipment ) we do not see a reason to comply with your requestPlease provide additional information if you believe this is not correct Customer Service Department Escort Inc
***,As mentioned previously, we are not surprised that you can find forum posts documenting the same complaintThat is, after all, what forums are best known forBut for every complaint lodged, there are hundreds or even thousands of detectors in the field that have not experienced this issueForum complaints do not accurately reflect the durability or longevity of a part You can only deduce this by looking at the bigger picture which includes the number of units in the field that are not experiencing an issue We know that parts can and do failThat is what the warranty is for As we have discussed with you in the past (April/2016), [redacted] is the most sensitive radar detector you can buy with the least amount of filtering of all our modelsThis is by design It is engineered for raw performance, and as such, can give more alerts than you may receive on other models Unfortunately, this is the nature of the beast with this modelPeople who love it understand that more alerts are a tradeoff to get the fantastic range and sensitivity that it deliversPerhaps this is not the right model for youFinally, as in the past when you wrote to the Revdex.com about us (also April of 2016), we would like to work with you to resolve your complaintWe have offered what we believe to be reasonable concessions under the circumstances We do not believe that expecting free repairs and/or replacement parts years from the purchase date is reasonable If you would like to get the speaker designed for it from us, we will also waive the shipping charges as a gesture of good will, for a total of $However, if you can, in fact, repair it for less using a better speaker than we can provide, perhaps that is your best option It is not our recommendation, but we understand if that is the course you choose to take.Thank you
[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 leastI see the business is attempting to work something out with me Regards, [redacted]
Mr [redacted] , We truly appreciate your help and the additional information and obviously disappointed the update did not resolve the display Please allow us a few days to review options and we will contact you as soon as possible 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 belowWe appreciate their response, we are still confused as to why they did not respond to us at all in the first place? Besides that, we disagree with how they "define" what a magnum is and isn't regarding an upgradeI understand that the firmware was updated but that wasn't my complaint1) I have attached their user manual for the magnum, and as you can see it specifically mentions magnesium casing2) I have also included proof of purchase of our brand new magnum, which included the magnesium casingSo if their position is that they don't sell those anymore, then they sure still do have authorized retailers still selling them with magnesium casing3) Once again their offer leaves me shorthanded, as I get and "older sti driver casing" and a different serial # which isn't fair to mePlus I do not want to be without my product again for another, up to weeks possiblyThat's why I said they could just mail me the "Magnum magnesium case" and I could put it on myselfEven though it's an inconvenience to me I'm willing to do thatSo that's where we stand Regards, [redacted]