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 Department Escort Inc.
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 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.] I purchased directly from Escort Incin (ish)I have to find the receiptThis should also be in your databaseMy phone number and email have not changedYou are more than welcome to contact me at [redacted] The zip code for the purchase was ***, and you know my nameI have an Escort live account that I use regularlyAs far as alarms, this only happens around Honda and Acura vehicles under K bandThe bank is 5.9GHZ that Honda and Acura uses, and I am not sure police radars use the same frequencyHowever, I am more than willing to discuss 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 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
Tell us why here...Hello, We do not have the set figure at this time, as this is not something we normally offer, but would be happy to find out for you [redacted] gave you a rough estimate (within a $range) in your e-mail conversationYour response was "You know [redacted] I am not really interested in that"If you are, in fact, interested in that option, we will contact you directly with a quote Please understand that this offer is being made outside of our business protocol, and would be a one-time offer and only available for a limited time Thank you
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's last response to the Revdex.com's inquiry is no different from the previous oneAs before, they are trying to shirk their responsibility for manufacturing a clearly faulty product by providing misleading statements There has never been a problem with "multiple alerts", despite the company's insistence on that being the issueRather, the problem has always been that the unit would produce a high pitched beeping signal , followed by a "Service Required" message The technical details which the company has decided to beef up their response with are completely irrelevant to the case at pointAs I explained multiple times, I have *two identical units [redacted] (same make and model) and *only one unit exhibits the faulty behavior [redacted] describedIn other words, when I use another, correctly functioning unit, it does not exhibit the faulty behavior in the same carThis completely rules out the possibility of a voltage issue in the car causing the issue From the way it looks, this matter will have to be settled in court, since I have exhausted all possibilities to resolve the matter amicably Regards, [redacted]
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 However, there are issues which were still not resolved:1) Why did the business not reply to my multiple emails asking about the refund? Why did I have to raise the issue with the Revdex.com before I would receive a reply?2) Why was I only refunded a partial amount? I did not want the items in the first place and immediately informed the business of thisThey sent me the merchandise against my will and charged me for the shippingI also incurred my own shipping costs in sending the unwanted merchandise backIn conclusion, I do not wish to pursue this matter any furtherI am not totally satisfied with the result, but do not have the patience to spend any more time on it Regards, [redacted] ***
Mr [redacted] , Your response provides information we already have, but you failed to offer information we requested Once again, if you want a refund for the purchase you will need to go back to the place of purchase and follow the resellers return policies We have however offered to look closer into the alerts you receive and bring in your detector for service if needed after reviewing additional information from you, and provide details to you that may help identify the cause of concerns As far as the Service Required message on the display, have you seen any other error messages prior to the Service Required message? The Service Required message indicates the self-calibration failed This can happen for a number of reasons that do not indicate the detector is in need of repair This is difficult to detail in a letter, but we will try to give you an idea of the differences, and how this could be affected by voltage, dramatic temperature changes and other environmental factors Your detector has a computer chip inside that has a number of functions The computer chip will do a self-diagnostic test every 8-minutes It is even smart enough to “fine-tune” the frequencies if they start to drift out of calibration Frequencies are temperature dependent, meaning they will change as the temperature rises or falls Rapid temperature changes (unit in car exposed to direct sunlight with the windows rolled up or similar situation in colder temperatures) could cause frequencies to change quickly as the self-calibration is trying to ‘auto-correct’ The result could be a failed calibration A simple daily test in this environment is to turn the detector OFF, power up the vehicle and wait until the cab area is comfortable for passengers and then turn the detector ON See if the detector indicates Service Required Like all computers if the chip inside the detector is not getting good voltage while performing the self-test, it will fail due to improper voltage, not because the detector is in need of service The easiest example we have seen (although there are many, many more) is when the lighter socket stays ON even when the engine is not running It would take a long time, but if the detector is left ON while the engine is not running, slowly but surely, the available car battery voltage will be reduced Eventually the voltage will drop below the required level and the detector will attempt the self-diagnostic test The test will fail for the reasons mentioned above, and would result in a “Service Required” message on the display The long-term solution would be to use an optional direct-wire power cord connected to a switched circuit at the fuse block so the unit comes ON and OFF with the ignition switch Again there are many more factors, but these are good examples and there are simple tests to eliminate environmental concerns that might affect the calibration process The more information you can provide to our questions will give our technicians a better idea of how your detector is operating in the field Again, our tests here do not indicate operating failure, so we will appreciate you answering the questions in our responses with as much detail as possible Customer Service Department Escort Inc
[redacted] 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: [redacted] Sent: Friday, July 17, 1:PM To: [redacted] 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 [redacted] 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: [redacted] 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 [redacted] We appreciate your understanding and look forward to serving you in the future Customer Service Department Escort Inc
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 hoursAs for the delay in receiving your order; You placed the order on Friday, December We are not open on weekends, and an order typically takes 24-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 expenseWhile 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 possibleUnder 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 mentionedWe 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 knowledgeWe will contact you shortly to confirm the refundThank you
We have had several conversations with you on the status of your repair To recap: On Jan 13, you contacted us to set up repair for your detectorWe gave you a service number, and advised you to ship it to usOn Jan 20, you e-mailed us asking for the status of your repairYou were advised the next day that we had not yet received itOn Jan 25th, you inquired again, and we advised you that we still did not have itAt that time, we checked with our repair department for any lost packages, and did not find it, so advised you to check with your shipper Your response back to us on Feb3rd was as follows: "I contacted USPS and filed a claim and ask for different levels of supervisor and all couldn't help me with my item shippedI called the postmaster and they put a trace on it and failed to find itWould you kindly check one more time I would hate for it to get lost on its way to youI know for sure it was sent to youThanks let me know of I can help anyway that thing was expensive I really want to try and find it."On June 21st, you contacted us again for a status update We replied to let you know that it had never been received, and we advised you to file a claim with your shipperOn Aug 2, you inquired about a replacement, and we erroneously responded that the detector had shipped (you received the e-mail intended for another client) We e-mailed you to advise you of the error, and told you that your item had never, in fact, arrived hereYou left a message for the supervisor at that time, and the supervisor, Shawn, called you back, advising you that we had not received it so could not replace itShe offered you an $discount on a replacement at the time, and noted your file as such You did not accept or reject the offer at the time, but were going to think it over according to Shawn.We received new status request inquiries recently, to which we have replied We restated that we have not, to date, received the package(and did, in fact, conduct a new search for it, to be sure), nor have we received any tracking information or proof of delivery We advised you once again to file a claim with USPS Your e-mail response to that was "each time I call and speak to USPS, they want me to contact you asking thatThey cannot locate my package and said if there wasn't insurance, I am out of luck." Because we truly do empathize with your situation, we offered a $discount, along with free accompanying accessories valued at $ In addition, we offered to sell you a slightly used returned model at a deep discount (less than 1/price), with a full warranty These offers were made as a courtesy, not because we bear the responsibility for the missing package [redacted] also advised you that if you could provide USPS documentation that we had, in fact, received the item, we would work to get you a replacement Our position is that we have made you fair and generous offers under the circumstances, and these offers remain open to you There is nothing more we can do without proper documentation of receipt of the package.We do empathize with your situation, and hope you will reconsider the offers
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
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] It appears as though you should do more research about your product before responding to Revdex.com and myselfYour resolution is ridiculous and I can definitely repair myself for a lot less money buying a better speaker for less moneyAs 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 companyI will definitely "spread the word" on how easy you are taking care of your product and lack of engineeringIt's even just as bad having all the alertsI'm sure this is the reason for the speaker blowing to include the cheap material or supplier you used for the speakerWhen your detector constantly beeps for 30-minute drive, I'm sure that's going to wear on the unitOf 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]
Hello,We are sorry to hear that your [redacted] speaker has failed This is not a common problem, but it certainly can happen While we understand that you may have seen it reported on forums, etc., this can be said for virtually any issue that can be encounteredIt does not give an accurate representation of what the part failure rate isIt’s actually very lowWe would recommend not running the volume at the max setting to increase the longevity of the part If you require a louder speaker, we sell and optional external speaker that can be used with your [redacted] While we are sorry to hear that your [redacted] is having a problem, the warranty has long since expired (in 2015), so repair of the detector or having a replacement part sent would not be free of charge.We do not recommend replacing [redacted] speaker on your own, but rather, suggest sending it in so our factory technicians can do it for youWe do ship the speaker separately at a lower cost, if that is your preference, but we cannot be held liable for any damages that occur in doing the replacement at on your own Under the circumstances, we are happy to offer a one-time discount for either option above An in-house repair, normally $would be $ Sending out the speaker would be $plus $shipping.Thank you.WARRANTY TERMS:What this warranty covers:ESCORTwarrants your product against all defects in materials and workmanship.For how long: One (1) year from the date of the original purchase.What we will do:ESCORT, at our discretion, will either repair or replace your product free of charge.What we will not do:ESCORTwill not pay shipping charges that you incur for sending your product to us.What you must do to maintain this warranty: Show original proof of purchase from an authorizedESCORTdealer.Warranty Exclusions: Warranty does not apply to your product under any of the following conditions: The serial number has been removed or modifiedYour product has been subjected to misuse or damage (including water damage, physical abuse, and/or improper installation)Your product has been modified in any wayYour receipt or proof-of-purchase is from a non-authorized dealer or internet auction site including E-bay, U-bid, or other non-authorized resellers.To obtain service: Please contact ESCORT at ###-###-#### to obtain a Return Authorization number.LIMITATION OF WARRANTY: EXCEPT AS EXPRESSLY PROVIDED HEREIN, YOU ARE ACQUIRING THE PRODUCT "AS IS" AND "WHERE IS", WITHOUT REPRESENTATION OR WARRANTY.ESCORTSPECIFICALLY DISCLAIMS ANY REPRESENTATION OR WARRANTY INCLUDING, BUT NOT LIMITED TO THOSE CONCERNING THE MERCHANTABILITY AND SUITABILITY OF THE PRODUCT FOR A PARTICULAR PURPOSE.ESCORTSHALL NOT BE LIABLE FOR CONSEQUENTIAL, SPECIAL OR INCIDENTAL DAMAGES INCLUDING, WITHOUT LIMITATION, DAMAGES ARISING OUT OF THE USE, MISUSE OR MOUNTING OF THE PRODUCT.The above limitations or exclusions shall be limited to the extent they violate the laws of any particular state.ESCORTis not responsible for products lost in shipment between the owner and our service center
Hi *** We have now chatted on the phone, and I believe that everything is resolved If you need any additional help, please feel free to reach out to me againThank you so much, ***
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 USBNot 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 productOf course the company would be prepared with these sort of answers that would only bring them more revenue 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 ALTHOUGH SOME OF THE STATEMENTS IN THE RESPONSE ARE INACCURATE, this resolution is satisfactory to me I HAVE HAD TO TAKE THE CAR INTO THE LOCAL INSTALLER'S SHOP MULTIPLE TIMES (OR 4) FOR THEM TO TROUBLESHOOT AND RESOLVE THE PROBLEMAS OF THE LAST VISIT JUST THIS AFTERNOON IT APPEARS THAT THEY HAVE FIXED THE SYSTEM.THE SO-CALLED 3RD PARTY MIRROR, WAS RECOMMENDED AND INSTALLED BY THE ORIGINAL INSTALLER AS PART OF THE ORIGINAL SYSTEM.THERE WERE DEFECTIVE COMPONENTS AS PROVEN BY THE FACT THAT THE SYSTEM WOULD NOT TAKE SOFTWARE / FIRMWARE UPDATES.SO THE MESSAGE FROM THE COMPANY IS DISINGENUOUS(NO DOUBT, AS REQUIRED BY THEIR LAWYER)BUT THE LOCAL SALES MANAGER WHO HAS BEEN ASSISTING ME HAS BEEN VERY COOPERATIVE.AND THE LOCAL INSTALLER HAS BEEN EXCELLENT Regards, [redacted] Read More Customer Complaints: $(function () { $('.complaint-block a[data-toggle=collapse]').click(function () { $(this).text($(this).text() == $(this).attr('data-close-text') ? $(this).attr('data-open-text') : $(this).attr('data-close-text')); }); $('.complaint-block .collapse').collapse({ toggle: }); $.each($('.complaint-block a[data-toggle=collapse]'), function (index, value) { $(value).text($(value).attr('data-close-text')); }) });
[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 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 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.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]
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 Department Escort Inc.
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 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.] I purchased directly from Escort Incin (ish)I have to find the receiptThis should also be in your databaseMy phone number and email have not changedYou are more than welcome to contact me at [redacted] The zip code for the purchase was ***, and you know my nameI have an Escort live account that I use regularlyAs far as alarms, this only happens around Honda and Acura vehicles under K bandThe bank is 5.9GHZ that Honda and Acura uses, and I am not sure police radars use the same frequencyHowever, I am more than willing to discuss 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 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
Tell us why here...Hello, We do not have the set figure at this time, as this is not something we normally offer, but would be happy to find out for you [redacted] gave you a rough estimate (within a $range) in your e-mail conversationYour response was "You know [redacted] I am not really interested in that"If you are, in fact, interested in that option, we will contact you directly with a quote Please understand that this offer is being made outside of our business protocol, and would be a one-time offer and only available for a limited time Thank you
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's last response to the Revdex.com's inquiry is no different from the previous oneAs before, they are trying to shirk their responsibility for manufacturing a clearly faulty product by providing misleading statements There has never been a problem with "multiple alerts", despite the company's insistence on that being the issueRather, the problem has always been that the unit would produce a high pitched beeping signal , followed by a "Service Required" message The technical details which the company has decided to beef up their response with are completely irrelevant to the case at pointAs I explained multiple times, I have *two identical units [redacted] (same make and model) and *only one unit exhibits the faulty behavior [redacted] describedIn other words, when I use another, correctly functioning unit, it does not exhibit the faulty behavior in the same carThis completely rules out the possibility of a voltage issue in the car causing the issue From the way it looks, this matter will have to be settled in court, since I have exhausted all possibilities to resolve the matter amicably Regards, [redacted]
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 However, there are issues which were still not resolved:1) Why did the business not reply to my multiple emails asking about the refund? Why did I have to raise the issue with the Revdex.com before I would receive a reply?2) Why was I only refunded a partial amount? I did not want the items in the first place and immediately informed the business of thisThey sent me the merchandise against my will and charged me for the shippingI also incurred my own shipping costs in sending the unwanted merchandise backIn conclusion, I do not wish to pursue this matter any furtherI am not totally satisfied with the result, but do not have the patience to spend any more time on it Regards, [redacted] ***
Mr [redacted] , Your response provides information we already have, but you failed to offer information we requested Once again, if you want a refund for the purchase you will need to go back to the place of purchase and follow the resellers return policies We have however offered to look closer into the alerts you receive and bring in your detector for service if needed after reviewing additional information from you, and provide details to you that may help identify the cause of concerns As far as the Service Required message on the display, have you seen any other error messages prior to the Service Required message? The Service Required message indicates the self-calibration failed This can happen for a number of reasons that do not indicate the detector is in need of repair This is difficult to detail in a letter, but we will try to give you an idea of the differences, and how this could be affected by voltage, dramatic temperature changes and other environmental factors Your detector has a computer chip inside that has a number of functions The computer chip will do a self-diagnostic test every 8-minutes It is even smart enough to “fine-tune” the frequencies if they start to drift out of calibration Frequencies are temperature dependent, meaning they will change as the temperature rises or falls Rapid temperature changes (unit in car exposed to direct sunlight with the windows rolled up or similar situation in colder temperatures) could cause frequencies to change quickly as the self-calibration is trying to ‘auto-correct’ The result could be a failed calibration A simple daily test in this environment is to turn the detector OFF, power up the vehicle and wait until the cab area is comfortable for passengers and then turn the detector ON See if the detector indicates Service Required Like all computers if the chip inside the detector is not getting good voltage while performing the self-test, it will fail due to improper voltage, not because the detector is in need of service The easiest example we have seen (although there are many, many more) is when the lighter socket stays ON even when the engine is not running It would take a long time, but if the detector is left ON while the engine is not running, slowly but surely, the available car battery voltage will be reduced Eventually the voltage will drop below the required level and the detector will attempt the self-diagnostic test The test will fail for the reasons mentioned above, and would result in a “Service Required” message on the display The long-term solution would be to use an optional direct-wire power cord connected to a switched circuit at the fuse block so the unit comes ON and OFF with the ignition switch Again there are many more factors, but these are good examples and there are simple tests to eliminate environmental concerns that might affect the calibration process The more information you can provide to our questions will give our technicians a better idea of how your detector is operating in the field Again, our tests here do not indicate operating failure, so we will appreciate you answering the questions in our responses with as much detail as possible Customer Service Department Escort Inc
[redacted] 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: [redacted] Sent: Friday, July 17, 1:PM To: [redacted] 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 [redacted] 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: [redacted] 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 [redacted] We appreciate your understanding and look forward to serving you in the future Customer Service Department Escort Inc
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 hoursAs for the delay in receiving your order; You placed the order on Friday, December We are not open on weekends, and an order typically takes 24-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 expenseWhile 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 possibleUnder 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 mentionedWe 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 knowledgeWe will contact you shortly to confirm the refundThank you
We have had several conversations with you on the status of your repair To recap: On Jan 13, you contacted us to set up repair for your detectorWe gave you a service number, and advised you to ship it to usOn Jan 20, you e-mailed us asking for the status of your repairYou were advised the next day that we had not yet received itOn Jan 25th, you inquired again, and we advised you that we still did not have itAt that time, we checked with our repair department for any lost packages, and did not find it, so advised you to check with your shipper Your response back to us on Feb3rd was as follows: "I contacted USPS and filed a claim and ask for different levels of supervisor and all couldn't help me with my item shippedI called the postmaster and they put a trace on it and failed to find itWould you kindly check one more time I would hate for it to get lost on its way to youI know for sure it was sent to youThanks let me know of I can help anyway that thing was expensive I really want to try and find it."On June 21st, you contacted us again for a status update We replied to let you know that it had never been received, and we advised you to file a claim with your shipperOn Aug 2, you inquired about a replacement, and we erroneously responded that the detector had shipped (you received the e-mail intended for another client) We e-mailed you to advise you of the error, and told you that your item had never, in fact, arrived hereYou left a message for the supervisor at that time, and the supervisor, Shawn, called you back, advising you that we had not received it so could not replace itShe offered you an $discount on a replacement at the time, and noted your file as such You did not accept or reject the offer at the time, but were going to think it over according to Shawn.We received new status request inquiries recently, to which we have replied We restated that we have not, to date, received the package(and did, in fact, conduct a new search for it, to be sure), nor have we received any tracking information or proof of delivery We advised you once again to file a claim with USPS Your e-mail response to that was "each time I call and speak to USPS, they want me to contact you asking thatThey cannot locate my package and said if there wasn't insurance, I am out of luck." Because we truly do empathize with your situation, we offered a $discount, along with free accompanying accessories valued at $ In addition, we offered to sell you a slightly used returned model at a deep discount (less than 1/price), with a full warranty These offers were made as a courtesy, not because we bear the responsibility for the missing package [redacted] also advised you that if you could provide USPS documentation that we had, in fact, received the item, we would work to get you a replacement Our position is that we have made you fair and generous offers under the circumstances, and these offers remain open to you There is nothing more we can do without proper documentation of receipt of the package.We do empathize with your situation, and hope you will reconsider the offers
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
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] It appears as though you should do more research about your product before responding to Revdex.com and myselfYour resolution is ridiculous and I can definitely repair myself for a lot less money buying a better speaker for less moneyAs 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 companyI will definitely "spread the word" on how easy you are taking care of your product and lack of engineeringIt's even just as bad having all the alertsI'm sure this is the reason for the speaker blowing to include the cheap material or supplier you used for the speakerWhen your detector constantly beeps for 30-minute drive, I'm sure that's going to wear on the unitOf 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]
Hello,We are sorry to hear that your [redacted] speaker has failed This is not a common problem, but it certainly can happen While we understand that you may have seen it reported on forums, etc., this can be said for virtually any issue that can be encounteredIt does not give an accurate representation of what the part failure rate isIt’s actually very lowWe would recommend not running the volume at the max setting to increase the longevity of the part If you require a louder speaker, we sell and optional external speaker that can be used with your [redacted] While we are sorry to hear that your [redacted] is having a problem, the warranty has long since expired (in 2015), so repair of the detector or having a replacement part sent would not be free of charge.We do not recommend replacing [redacted] speaker on your own, but rather, suggest sending it in so our factory technicians can do it for youWe do ship the speaker separately at a lower cost, if that is your preference, but we cannot be held liable for any damages that occur in doing the replacement at on your own Under the circumstances, we are happy to offer a one-time discount for either option above An in-house repair, normally $would be $ Sending out the speaker would be $plus $shipping.Thank you.WARRANTY TERMS:What this warranty covers:ESCORTwarrants your product against all defects in materials and workmanship.For how long: One (1) year from the date of the original purchase.What we will do:ESCORT, at our discretion, will either repair or replace your product free of charge.What we will not do:ESCORTwill not pay shipping charges that you incur for sending your product to us.What you must do to maintain this warranty: Show original proof of purchase from an authorizedESCORTdealer.Warranty Exclusions: Warranty does not apply to your product under any of the following conditions: The serial number has been removed or modifiedYour product has been subjected to misuse or damage (including water damage, physical abuse, and/or improper installation)Your product has been modified in any wayYour receipt or proof-of-purchase is from a non-authorized dealer or internet auction site including E-bay, U-bid, or other non-authorized resellers.To obtain service: Please contact ESCORT at ###-###-#### to obtain a Return Authorization number.LIMITATION OF WARRANTY: EXCEPT AS EXPRESSLY PROVIDED HEREIN, YOU ARE ACQUIRING THE PRODUCT "AS IS" AND "WHERE IS", WITHOUT REPRESENTATION OR WARRANTY.ESCORTSPECIFICALLY DISCLAIMS ANY REPRESENTATION OR WARRANTY INCLUDING, BUT NOT LIMITED TO THOSE CONCERNING THE MERCHANTABILITY AND SUITABILITY OF THE PRODUCT FOR A PARTICULAR PURPOSE.ESCORTSHALL NOT BE LIABLE FOR CONSEQUENTIAL, SPECIAL OR INCIDENTAL DAMAGES INCLUDING, WITHOUT LIMITATION, DAMAGES ARISING OUT OF THE USE, MISUSE OR MOUNTING OF THE PRODUCT.The above limitations or exclusions shall be limited to the extent they violate the laws of any particular state.ESCORTis not responsible for products lost in shipment between the owner and our service center
Hi *** We have now chatted on the phone, and I believe that everything is resolved If you need any additional help, please feel free to reach out to me againThank you so much, ***
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 USBNot 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 productOf course the company would be prepared with these sort of answers that would only bring them more revenue 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 ALTHOUGH SOME OF THE STATEMENTS IN THE RESPONSE ARE INACCURATE, this resolution is satisfactory to me I HAVE HAD TO TAKE THE CAR INTO THE LOCAL INSTALLER'S SHOP MULTIPLE TIMES (OR 4) FOR THEM TO TROUBLESHOOT AND RESOLVE THE PROBLEMAS OF THE LAST VISIT JUST THIS AFTERNOON IT APPEARS THAT THEY HAVE FIXED THE SYSTEM.THE SO-CALLED 3RD PARTY MIRROR, WAS RECOMMENDED AND INSTALLED BY THE ORIGINAL INSTALLER AS PART OF THE ORIGINAL SYSTEM.THERE WERE DEFECTIVE COMPONENTS AS PROVEN BY THE FACT THAT THE SYSTEM WOULD NOT TAKE SOFTWARE / FIRMWARE UPDATES.SO THE MESSAGE FROM THE COMPANY IS DISINGENUOUS(NO DOUBT, AS REQUIRED BY THEIR LAWYER)BUT THE LOCAL SALES MANAGER WHO HAS BEEN ASSISTING ME HAS BEEN VERY COOPERATIVE.AND THE LOCAL INSTALLER HAS BEEN EXCELLENT Regards, [redacted] Read More Customer Complaints: $(function () { $('.complaint-block a[data-toggle=collapse]').click(function () { $(this).text($(this).text() == $(this).attr('data-close-text') ? $(this).attr('data-open-text') : $(this).attr('data-close-text')); }); $('.complaint-block .collapse').collapse({ toggle: }); $.each($('.complaint-block a[data-toggle=collapse]'), function (index, value) { $(value).text($(value).attr('data-close-text')); }) });
[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 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 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.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]