Escort Customer Service.

Discussion in 'Escort' started by Heywood, Dec 3, 2018.

  1. Heywood

    Heywood Learning Something New, Still Dying Stupid Advanced User Premium Member

    Messages:
    2,003
    Likes Received:
    2,557
    Country:
    Canada
    Joined:
    May 12, 2016
    Location:
    Alberta Canada
    So unfortunately my Redline Ex just started giving me the Check FR message.

    It was only purchased July 16/ 2018. Kind of disappointed that it didn’t last considering I rarely use it, but it is what it is.

    Although I was waiting in que for close to 30 minutes, once I got through, I talked to a service rep named Mike.

    He was great and helped my return seamlessly.

    I also told him of my troubles when trying to get the free updates for the database since this was a new detector. I first registered the Max when they came out. I had to phone in to change the subscription when I had my Max360.

    I asked if he could activate it for me over on his end for the Redline Ex. Being in Canada, some of the option to change always require a zip code. The Escort site doesn’t recognize Canadian Postal codes.

    Mike was gracious enough to give me 3 years to the data base for my troubles. He asked for my serial number and activated it from his end.

    I thought that was great, and I appreciate it.

    I just wanted to give credit where credit was due.


    Sent from my iPhone using Tapatalk
     
    LeoGetz14, Kennyc56, DrHow and 18 others like this.
  2. Revglent

    Revglent Premium Member General User Premium Member

    Messages:
    36
    Likes Received:
    24
    Country:
    United States
    Joined:
    Aug 10, 2016
    @Heywood that's good to hear. I've had to call Escort customer service twice concerning my original max, and I was fortunate to get excellent customer service as well. They provided repairs (after warranty), upgraded the firmware and provided me some accessories all on their dime. I'm now ready to pull the trigger on a 360 (non connected).
     
    Kennyc56, DrHow and Heywood like this.
  3. The Only Sarge

    The Only Sarge 7 decades of hauling ass Advanced User MFG/Vendor

    Messages:
    7,104
    Likes Received:
    12,827
    Country:
    United States
    Joined:
    Dec 27, 2014
    Location:
    South Texas
    Well I'll chime in :)
    In the past week I installed a 360c/ZW5 combo in the Jeep.
    I couldn't get the Detector Tools Pro to connect via Windows 10. Nice lady @ Escort said she did not know but would get an engineer to call me back which he did. We had a great conversation.He was very knowledgeable and professional as well. The lady then called me back to make sure all was well. Now that is customer service.

    Now on the flip side....
    I posted my question of ERF and it sat there unanswered for days until Larry came along wit a short terse "DTPro doesnt support ZW5" and that was it.

    I really think their forum does them more harm than any good .......IMHO. I would just trash it (the forum) and rely on the obviously great customer service folks they have answering the calls.
     
  4. westwind77

    westwind77 Premium Member Advanced User Premium Member

    Messages:
    1,526
    Likes Received:
    2,102
    Joined:
    Dec 7, 2016
    Well....that was after he blew off your question to start with and said 'there were no updates for the ZW5' - purposely ignoring your issue connecting. Only when you pushed and repeated yourself saying it will not connect was he forced to tell you they released a product which they cannot even update at this point in time. He did not even say they are working on it or it will be included soon.

    Their forum could really benefit them as a company but I see so many unhappy people there, and it is not from any issues they have, it is from the lack of response or the 'blow off' they get from the 'official company rep' there.

    Some days he seems to be in a good mood and will actually engage with members, but usually it seems to be just one or two line form responses which never fully answer the questions/issues addressed.
     
    DrHow and The Only Sarge like this.
  5. The Only Sarge

    The Only Sarge 7 decades of hauling ass Advanced User MFG/Vendor

    Messages:
    7,104
    Likes Received:
    12,827
    Country:
    United States
    Joined:
    Dec 27, 2014
    Location:
    South Texas
    Yes I agree he is the weak link in the store front.
     
    stangman likes this.
  6. fitz4321

    fitz4321 Running With Scissors Advanced User Premium Member

    Messages:
    1,719
    Likes Received:
    2,532
    Country:
    United States
    Joined:
    Dec 12, 2015
    Location:
    Bay Area, CA
    I’ll also jump in. Regardless of my low opinion Escort’s decisions up top, I’ll speak positive about my experience with CS earlier this year. I got a very cheep used Redline O. When I called Escort for the RDR/segmentation update the guy I spoke to was super cool and helpful. I had no hold time as I was the first caller in the morning.
     
  7. Kennyc56

    Kennyc56 Ford Freak Intermediate User Premium Member

    Messages:
    1,128
    Likes Received:
    1,994
    Country:
    United States
    Joined:
    Feb 22, 2018
    Location:
    Eastern NC
    It’s good to hear ANYTHING good about Escort these days! Thank’s for posting some good news for a change! I haven’t had any dealings with them for quite awhile now, but when I sent my Redline in for an update and repairs I got top notch service! My ole’Redline is still kicking @ss BTW!
     
    Deadhead1971 and DrHow like this.
  8. Super Dave

    Super Dave I'm invisible Intermediate User Premium Member

    Messages:
    449
    Likes Received:
    488
    Country:
    United States
    Joined:
    Jun 1, 2014
    Location:
    Kentucky
    I’ve said for a long time their forum only highlights problems.
     
    DrHow likes this.
  9. Andrew21

    Andrew21 "All Blade, All The Time" Administrator Advanced User Premium Member

    Messages:
    10,784
    Likes Received:
    8,335
    Country:
    United States
    Joined:
    Oct 31, 2010
    Location:
    Long Island
    Well, for one, I'm OKAY with the CS with Escort.

    I called in to get my Sti-R Plus module fixed. They took it in July and I didn't hear back from them till a few weeks ago when I had to call them. The guy said, sure, we'll get this out for you. They placed a hold on my credit card for the repair $49.99.

    Six months later, still no module (I forget, I'm SO busy). I called back and told the lady what happened (Angela, very very nice). She said she'll get it out asap. Two days later, the module was delivered.

    Now here's one small downside. There's a grommet which is supposed to be sandwiched in between the module. They left it hanging out there. I have to open then and put the grommet in place.

    The upside? They never charged me a dime :) Since it took 6 months to get something repaired I think they felt bad about it. j
     
    Deadhead1971 and oldcelt like this.

Share This Page