Escort CEO and head of CS re: Max 360 and 360c freezing

[Duffer5]

Hello all

I am in a heated back and forth with the CEO of Escort as well as the head of customer service. I contend that the latest firmware upgrade (The August 2018 firmware update) did not remedy the freezing / lockup issue that was introduced with a prior firmware update. Apparently I am the only one that is having this issue as not a single user has reported this issue post 8/18 firmware update (according to Escort).

If that is the case so be it but if not can you reply to this thread so I can point Gail (ceo) and Shawn (CS head) to this thread. I feel like my concerns have fallen on deaf ears and there is no intent to remedy this issue for any impacted users

Thank you.

FINAL UPDATE 12/14/18**********************

I did indeed receive an email from Gail the CEO of Escort radar and it has become crystal clear that Escort is intending to shift part of this burden to resolve to the consumer (one that will cause many users to abandoned their defunct RD and move onto another brand) in remedying the freezing / locking up issue with the Max 360 / 360c. All this despite the fact that well known users have shared with Escort that the 360/360c continues to freeze post 8/18 update. If a fix is not possible for whatever reason that would be detrimental to the company because a recall would be in order.

I highly encouraged Escort to either stop selling the Max 360 / 360c as it has a known catastrophic defect until a fix is available or with full transparency inform existing and potential users of the known issues with the Max 360 platform. (Not to be cynical but I won’t hold my breath.)

So buyer beware and make your purchase decision as informed as possible. This and other threads should be a good indicator on how and why you may want to avoid Escort’s Max 360 / 360c.

I won’t be returning to Escort for any additional support and I most certainly won’t be purchasing future products from them. There are too many great alternatives out there.

Cheers all and best of luck I do hope Escort steps up.

Update: 12/12/18**************************************************************************************************

Sadly there has not been or do I anticipate a formal response moving forward from Escort. Despite me providing significant data points that clearly contracdict what Escort has shared with me in writing (i have the emails fromn Gail (CEO) and Shawn (head of customer service) where they clearly state that there is not a problem, they are not seeing this problem and not a single user has brought this to their attention post 8/18 firmware update. Let me recap specifically what has been shared:


“Escort,” to me via email:

1. Good news, based on the customer feedback previously received our engineers had modified the software on the Max 360 to resolve the “freezing” issue. This software update was done in August of 2018.
2. While we appreciate your feedback, truly, we just aren’t seeing the same information you are. I have scoured several forums & Youtube and cannot find reports or videos of the issue post firmware update.
3. In addition, we have a team of testers (enthusiasts) in the field who help us to identify and resolve bugs, and none of them is seeing it, either.
4. “I also know that Vortex is still actively promoting the 360 and 360c as 2 of the best detectors on the market, and I can’t imagine he would do that if he knew of a widespread unaddressed problem

When presented with this thread and other threads that clearly claim that the firmware did not remedy the issue Escort has refused to engage and states that “we can not claim an issue that we know not to exist. (I have this in writing.)

What I find truly odd is that others have shared on this thread that they spoke to Escort and they agreed that this issue is a priority to resolve. Why would they acknowledge the issue privately with some but when confronted by their other users they continue to deny or won’t engage. Perplexing.

So there you have it. I feel there will need to be more folks presenting this issue to Escort directly to the point they won’t have any other option to acknowledge the problem and address the issue with a remedy accordingly. But for now new users prior to their purchase really should read this thread and other like threads so they can make a fully informed purschase. Because even if there is a 1% chance the 360 or 360c could become frozen / lockup and not work as advertised than that is a risk that needs to be disclosed to any potential buyer so they can make an informed decision regarding their purchase or not based on all the info.

Cheers all and thanks for the active discussion.

 

[westwind77]

If that is the case so be it but if not can you reply to this thread so I can point Gail (ceo) and Shawn (CS head) to this thread.
.

Tell them to look at their OWN forum.....from yesterday.....

Givmeabrek

Senior Member

Join Date: Aug 2009
Location: NY
Posts: 192

Just reporting another lockup. Previously (week or so ago) it was a locked out K band, and now a Ka band signal.

Everything was working fine with Ka warning, arrows show side warning as I passed by and then display locked up. Buttons were still operational, mute etc. worked. Stock mount, low on windshield, M1 attached, no BSM or other possible interference. Phone app and wifi were not connected. Had to power cycle to fix it. No obvious reason for the lockup. Very frustrating.

There needs to be a solution...

 

[TurboDriver]

Hello all

I am in a heated back and forth with the CEO of Escort as well as the head of customer service. I contend that the latest firmware upgrade (The August 2018 firmware update) did not remedy the freezing / lockup issue that was introduced with a prior firmware update. Apparently I am the only one that is having this issue as not a single user has reported this issue post 8/18 firmware update (according to Escort).

If that is the case so be it but if not can you reply to this thread so I can point Gail (ceo) and Shawn (CS head) to this thread. I feel like my concerns have fallen on deaf ears and there is no intent to remedy this issue for any impacted users

Thank you.

I didn't realize people were still using Escort products...

J/K'in!

 

[Stoopstroop]

Don’t let them lie to you. My first 360c and my new 360c they sent me to “fix” it both lock up. Larry knows all about it. Last time they claimed it was because I was not using their stock mount.

With their lockup issues, sleepy detector issues and slow reaction time compared to my V1 and R3 I just don’t think they are safe to use. Specially when the V1 and JBV1 give you SOOOO much more useful info and reliability.

I am personally waiting for Radenso or Uniden to come out with arrows. Their added range and arrows would be just about perfect.

 

[cognetic]

Everything was working fine with Ka warning, arrows show side warning as I passed by and then display locked up. Buttons were still operational, mute etc. worked. Stock mount, low on windshield, M1 attached, no BSM or other possible interference. Phone app and wifi were not connected. Had to power cycle to fix it. No obvious reason for the lockup. Very frustrating. View attachment 94124

There needs to be a solution...

This scenario describes what happened to me with a Max 360c a few days ago. Had happened only once before with daily use since May. In addition, since the last firmware update, it has been very “noisy” reporting X band where it hasn’t before along a well traveled route.

Otherwise, I am very satisfied with the performance and range of the Max 360c that I have. Very amazed at the range, actually, for Ka. I know a particular stretch of interstate quite well and rarely get a false alert or BSM squawk.



-cognetic

 

[Duffer5]

Thank you all for your continued feedback. I have sent this link to both Gail and Shawn the CEO and the head of customer service. Hopefully with this small sampling Escort will finally stepup and acknowledge that there is still a problem.

I can safely say that this has been one of the most confusing and frustrating consumer electronics experience to date. Escort stance is simply, “ oh that problem is fixed since the 8/18 firmware update and what you are experiencing is a you problem as there have been no reports of this issue.”

As a result I pointed Escort to several threads where users claim the issue persists and I was met with resistance. “We don’t know what firmware those users are on so the issue most likely will be fixed if they apply the 8/18 update.”

With every interaction I was made to feel defensive and unsupported. Instead of trying to fix the issue they would rather deny and bury their head in the sand. Who is that good for. No one.

I contend that entire Max 360 / 360c platform has the potential not to be trusted even if your device freezes / lockup’s once a year. There is no predictability of when the issue will present itself thus the lack of trust that you will have adequate protection when using the device. In addition the 8/18 firmware update may have fixed the issue for some or not for others. Only Escort will know why that is the case. I suspect hardware variation

I will continue to push Escort for a fix but please keep the feedback coming. Escort will be listening/ reading.

 

[PHILBERT]

Is this lockup issue just with the MAX 360c at this point?

I run a regular MAX 360 with EL 5 days a week at about 200 miles a day in rural and dense traffic. I have not seen a lockup. There are some bugs though...

1 - There is an issue with EL "sometimes" auto-muting my alerts below PSL (Overspeed set to PSL), and other times it doesn't...which I MUCH PREFER. Auto-Mute should be what I set it to (25 MPH).

2 - If the detector is powered up after EL is running, settings change without my knowledge. It's usually the Over Speed changing from PSL to +5 over PSL.

So I wonder if Escort Live is the real culprit here. I am always fighting with that app, and it's a major safety issue having to deal with it in traffic. The app needs a total overhaul. It goes stupid in "no cell coverage" areas. I like to zoom out some to see ahead, and even after centering my position it wants to zoom back into the very short display distance. When it automatically reports Ka hits, they hardly ever show on the map. Manual sightings reports are about 50% showing up after I spot and report. Legit K band reports I invoke don't ever show up. When an alert pops up, it wipes out the map completely, and I dislike that. It would be better to show a "small" display at the top that looks like the detector display with frequency info below that for each bogie. But leave the map on-screen at all times! And for crying out loud, give the alert some overlap time SO WE HAVE TIME TO EVALUATE THE THREAT AND HAVE TIME TO PRESS REPORT. And NIX the "No Cellular Coverage" popup that STAYS on the map display until well after coverage is in range again. You shouldn't disable the app when cell coverage is lost! It should continue to function and report data both directions once coverage is re-established!!!

Wrong thread to address Escort Live issues, but I'm thinking EL is the issue that causes lockups on the 360c.The app sucks!

Phil

 

[Duffer5]

Is this lockup issue just with the MAX 360c at this point?

I run a regular MAX 360 with EL 5 days a week at about 200 miles a day in rural and dense traffic. I have not seen a lockup. There are some bugs though...

1 - There is an issue with EL "sometimes" auto-muting my alerts below PSL (Overspeed set to PSL), and other times it doesn't...which I MUCH PREFER. Auto-Mute should be what I set it to (25 MPH).

2 - If the detector is powered up after EL is running, settings change without my knowledge. It's usually the Over Speed changing from PSL to +5 over PSL.

So I wonder if Escort Live is the real culprit here. I am always fighting with that app, and it's a major safety issue having to deal with it in traffic. The app needs a total overhaul. It goes stupid in "no cell coverage" areas. I like to zoom out some to see ahead, and even after centering my position it wants to zoom back into the very short display distance. When it automatically reports Ka hits, they hardly ever show on the map. Manual sightings reports are about 50% showing up after I spot and report. Legit K band reports I invoke don't ever show up. When an alert pops up, it wipes out the map completely, and I dislike that. It would be better to show a "small" display at the top that looks like the detector display with frequency info below that for each bogie. But leave the map on-screen at all times! And for crying out loud, give the alert some overlap time SO WE HAVE TIME TO EVALUATE THE THREAT AND HAVE TIME TO PRESS REPORT. And NIX the "No Cellular Coverage" popup that STAYS on the map display until well after coverage is in range again. You shouldn't disable the app when cell coverage is lost! It should continue to function and report data both directions once coverage is re-established!!!

Wrong thread to address Escort Live issues, but I'm thinking EL is the issue that causes lockups on the 360c.The app sucks!

Phil

No, I believe the lockup issue is with both the Max 360 and 360 C as they are essentially the same platform +/- the wifi capabilities. They atypical behavior presents itself identically on both devices.

 

[LexusISF]

Thank you all for your continued feedback. I have sent this link to both Gail and Shawn the CEO and the head of customer service. Hopefully with this small sampling Escort will finally stepup and acknowledge that there is still a problem.

I can safely say that this has been one of the most confusing and frustrating consumer electronics experience to date. Escort stance is simply, “ oh that problem is fixed since the 8/18 firmware update and what you are experiencing is a you problem as there have been no reports of this issue.”

As a result I pointed Escort to several threads where users claim the issue persists and I was met with resistance. “We don’t know what firmware those users are on so the issue most likely will be fixed if they apply the 8/18 update.”

With every interaction I was made to feel defensive and unsupported. Instead of trying to fix the issue they would rather deny and bury their head in the sand. Who is that good for. No one.

I contend that entire Max 360 / 360c platform has the potential not to be trusted even if your device freezes / lockup’s once a year. There is no predictability of when the issue will present itself thus the lack of trust that you will have adequate protection when using the device. In addition the 8/18 firmware update may have fixed the issue for some or not for others. Only Escort will know why that is the case. I suspect hardware variation

I will continue to push Escort for a fix but please keep the feedback coming. Escort will be listening/ reading.

That has to frustrating for sure (Uniden fixed an issue with within a few days) Remember they denied it existed for a while. Good luck going right to the top executives, maybe they will fix it, maybe...

 

[Duffer5]

That has to frustrating for sure (Uniden fixed an issue with within a few days) Remember they denied it existed for a while. Good luck going right to the top executives, maybe they will fix it, maybe...

I am pushing as much as I can for acknowledgment that the issue still persists. Then hopefully we can get them working on a fix. My true concern is for those who don't know any better and are experiencing the issue and living with it or for those who are about to purchase the Max 360 or 360c and are not fully informed that there maybe a potential issue right out of the box. Given, we all expect electronic devices, that are firmware upgradable, to have some quirks when newly introduced but this is a mature platform with a large user base. A user base that apparently is being ignored and overtly disregarded.

 

[LexusISF]

For sure if you dont bring it up, it will never get fixed. Having said that, all I know about Escort is from RDF and Vortex, and I dont own any of their products. It just seems like they are having alot of internal issues (staff turnover) financial stress, and based on the last video want to move towards their whole connected vision. Not sure how much time and resources they want to put in fixing issues on current models. I hope you are successful and will be curious to see what happens, keep us posted here.

 

[Duffer5]

For sure if you dont bring it up, it will never get fixed. Having said that, all I know about Escort is from RDF and Vortex, and I dont own any of their products. It just seems like they having alot of internal issues (staff turnover) financial stress, and based on the last video want to move towards their whole connected vision. Not sure how much time and resources they want to put in fixing issues on current models. I hope you are successful and will be curious to see what happens, keep us posted here.

Will do, I am on a mission now. If people are going to put their trust and hard earned $$$ into a company then they should get what they paid for and nothing less. I will keep all posted.

 

[LexusISF]

Totally agree as consumers that is what all want, and why after purchase support and updates are so important. Good luck.

 

[Up All Night]

For sure if you dont bring it up, it will never get fixed. ...and will be curious to see what happens, keep us posted here.

My GT-360 has locked up a few times and has reset while driving which may be the power cord jiggling but, the garmin didn't reset and its on the same adapter. The max has had a couple of updates and the only attention the GT get is an occasional DB update.
RDForum: Beltronics GT-360 Great until yesterday - Silent Lockup
Posted from my SM-J337P using the RDF Mobile App!

 

[Brainstorm69]

My GT-360 has locked up a few times and has reset while driving which may be the power cord jiggling but, the garmin didn't reset and its on the same adapter. The max has had a couple of updates and the only attention the GT get is an occasional DB update.
RDForum: Beltronics GT-360 Great until yesterday - Silent Lockup
Posted from my SM-J337P using the RDF Mobile App!

Yeah, they definitely need to do something for the GT-360.

 

[twilighthan]

For sure if you dont bring it up, it will never get fixed. Having said that, all I know about Escort is from RDF and Vortex, and I dont own any of their products. It just seems like they are having alot of internal issues (staff turnover) financial stress, and based on the last video want to move towards their whole connected vision. Not sure how much time and resources they want to put in fixing issues on current models. I hope you are successful and will be curious to see what happens, keep us posted here.

If there is financial stress at the price point they are asking for their devices, they are very bad business people and don’t know how to run a business. Bottom line.

I bought the 360 and redline EX with amazing excitement over a year ago and the lockup issues were prevalent then on the 360 and the EX performance was nothing impressive. I got rid of the 360 and the EX just lays there in its case.

I’ve been on two 2500 miles road trips recently to the west and to the east of Texas. Not one ticket. My R3 detecting those IO radars in Texas from miles away saved my rear many time. Other states, they just make it too easy to know what’s miles ahead. Escort never came close. And keep in mind I was a Uniden brand HATER for years until I realized how poor Escort products performed.

They need to go out of business soon so people can stop being conned into buying their poor products and support companies that know what they are doing.


Sent from my iPhone using Tapatalk

 

[LexusISF]

Ya but they wont go out of business, they have a very well know and popular brand, non enthusiasts get sucked in and keep buying their products (they are not all bad) and Cobra’s, so keeps revenue coming in...

 

[Jbwiljr]

I have the iX and I am currently in the market to replace my other vehicle's 8500 x50. I have looked hard at the Max 360c because it professes to be very good with BSM's and has the same mag mount as my iX. The mount would make it very convenient to move my detectors between the mirror mounts in my two vehicles. ER Customer Service, if you are listening, I am having deep reservations about purchasing a Max 360c because of the lockup problems being reported by some of your customers here and on the ER site. It doesn't appear to be all Max 360c users, but even a handful makes me pause. Over the years I have owned many ER products. However, I am not a fanboy of any brand. I use what works until it is no longer reliable. I am following this situation on both sites to see how it is handled. Customer service is number one. Right now Uniden and Radenso are tugging very hard at my purse strings.

 

[mrdead72]

Its sad , i had the same problem on my rex with them not listening to me and noone stepped up , i told them to refund me if they cant fix it , for over 3 months with it bk and forth , i had to purchase another rd , so it cost me more money and wasted time. They did end up fixing the problem but time did u in , after the life of this rd ill deff move on to other brands as they are stepping it up , so to escort u are aged !!

 

[v1user]

Challenge: Figure out who is the Escort User and who is Escort.