Unacceptable Escort Service. (2 Viewers)

Heywood

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As some have heard, I’ve been having terrible luck with my Redline EX.

Today was the final straw.

The back story is the R-Ex has been back and forth since December 2018 4 times for repair. This last time was to be a replacement.

Each time I send it back, it costs me $21.00 as they do not pay for international Shipping ( Canada) for service or warranty repairs.

After the Memorial Long weekend, I called them to have them find it. They are the shipper. They’re the ones that seemed to have put the wrong address on it, so I was curious to see if it was sent back to them, or since they would insure it, that they would be able to find out exactly where it was. Seemed logical to me.

I talked to a service rep named Kurtis. Nice enough guy. Looked at the account and said he’d find out and get back to me. Fair enough.

He did within a few hours. He explained that when it stated delivered in Canada that it meant that it was passed over from USPS to Canada Post, that’s what it meant. Seemed kind of sketchy to me as I’ve already done this 3 times. It was never like this.

He assured me that he didn’t have a transfer tracking from Canada post, but assured me that it should be delivered on May 29th. If it didn’t show up, to call back on the 30th and he should have that number to track it.

Sure enough, no delivery, so I called today.

A different Rep. Some lady. Starts with an S.

Long story short.
They have no idea.
She had no idea why the other rep would make that statement.
No idea where it is.
They don’t have to do anything about it till after 30 days.

Here’s the kicker ........ asked if I wanted to call Canada Post to see if I could get some answers.

I’m like..,...WHAT!!! Why don’t you do that? I’m the customer. You’ve sent it. Now you want me to take MY TIME to track down something that YOU SENT??? A $900.00 detector that I paid for, and you can’t fix, and you want me to do the leg work to find your mistake?

It’s got more miles on it through the postal service than in my window.

She said “We don’t do that or have to do that until 30 days have elapsed”.” It’s our customer policy and it’s been like that for years. “
“We are following our warranty obligations”
“We’ve actually replaced your detector instead of fixing it”

So basically they told me to go **** myself and sit on it. If it doesn’t show up in 30 days, call back ..... sucker.

Sorry for the rant. I’ve tried to be polite, but this was the last straw for me.

I don’t think I can objectively test anymore Escort products. Not anytime soon.

I think I’ll have to refrain from commenting on Escort product for a while as well. I don’t have anything good to say.
 

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Wow, that is really ugly service. Sorry you have to go through that.
 

tempnexus

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As some have heard, I’ve been having terrible luck with my Redline EX.

Today was the final straw.

The back story is the R-Ex has been back and forth since December 2018 4 times for repair. This last time was to be a replacement.

Each time I send it back, it costs me $21.00 as they do not pay for international Shipping ( Canada) for service or warranty repairs.

After the Memorial Long weekend, I called them to have them find it. They are the shipper. They’re the ones that seemed to have put the wrong address on it, so I was curious to see if it was sent back to them, or since they would insure it, that they would be able to find out exactly where it was. Seemed logical to me.

I talked to a service rep named Kurtis. Nice enough guy. Looked at the account and said he’d find out and get back to me. Fair enough.

He did within a few hours. He explained that when it stated delivered in Canada that it meant that it was passed over from USPS to Canada Post, that’s what it meant. Seemed kind of sketchy to me as I’ve already done this 3 times. It was never like this.

He assured me that he didn’t have a transfer tracking from Canada post, but assured me that it should be delivered on May 29th. If it didn’t show up, to call back on the 30th and he should have that number to track it.

Sure enough, no delivery, so I called today.

A different Rep. Some lady. Starts with an S.

Long story short.
They have no idea.
She had no idea why the other rep would make that statement.
No idea where it is.
They don’t have to do anything about it till after 30 days.

Here’s the kicker ........ asked if I wanted to call Canada Post to see if I could get some answers.

I’m like..,...WHAT!!! Why don’t you do that? I’m the customer. You’ve sent it. Now you want me to take MY TIME to track down something that YOU SENT??? A $900.00 detector that I paid for, and you can’t fix, and you want me to do the leg work to find your mistake?

It’s got more miles on it through the postal service than in my window.

She said “We don’t do that or have to do that until 30 days have elapsed”.” It’s our customer policy and it’s been like that for years. “
“We are following our warranty obligations”
“We’ve actually replaced your detector instead of fixing it”

So basically they told me to go **** myself and sit on it. If it doesn’t show up in 30 days, call back ..... sucker.

Sorry for the rant. I’ve tried to be polite, but this was the last straw for me.

I don’t think I can objectively test anymore Escort products. Not anytime soon.

I think I’ll have to refrain from commenting on Escort product for a while as well. I don’t have anything good to say.
you should post it on their forum and they will promptly reply by deleting your post and banning your account.
 

Blizzard

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Sorry to hear that man. If it makes you feel any better, I’ll bet I’m not the only one who got a laugh out of this.....

“It’s got more miles on it through the postal service than in my window.”
 

westwind77

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Never a good situation to deal with. You are right, it is their responsibility to track it, but I think they feel you know the 'system' up there better than they do and will be able to get answers easier. Some companies just do not understand how customer service can make or break their reputation and sales...and sadly Escort is one of them.

I rarely have issues with Amazon orders but I ordered something the other week and it was lost in shipment. They credited me $20 and re-shipped another, which showed up damaged. They credited me $10 and re-shipped another, which got lost/delayed in shipping. They shipped me yet another and it arrived the next day perfectly. Eventually the 3rd one they shipped did show up. The 2nd one is still lost somewhere. My point being, the whole time they were very apologetic, offering credits and next day shipping to make it right.
 

sdrawkcaB

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Too little, too late here.

For the sake of helping out you and anyone else with lost packages, I will say this...

Internally, shipping services call a request to investigate something a "trace". Lots of the progress reports or "scans" in the tracking that you see aren't always accurate. Some of the scans are assumed. For example, your package gets put on a truck to go from City 1 to City 2, -- the truck arrived at City 2, so they sometimes superficially represent that your package was "scanned for arrival" at City 2 -- even though it may not have actually been physically scanned. I'm not even joking about this. I had a package a few years back that received multiple fictitious scans, and continually showed up every single morning as "out for delivery" for 10 days straight. It turns out after calling in and asking for the trace, that the package never even made it across the country, nor to the nearest large hub city, nor to my town.


Regarding the traces, in the past what I was told was that usually only the shipper/sender is the only person that can request a "trace" on the item via postal services. Depending on how nice you are with the shipping customer service agent and which agent you get on the phone, sometimes they'll make an exception to this and let you as the packages intended receiver, make a trace request. I see their point, the one who paid the shipping bill is the one they have to answer to. Either way, that's what I learned in my experience in investigating packages coming to me that were missing.
 

Vancity23

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Thats sucks man, nothing more frustrating...that would pixx me off too...they should be doing everything possible to help you. (4 times for repair? thats a different thread...) Hope you get it back soon with a big apology!
 

Heywood

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Well they officially “Exceeded the limits of my medication” today.

I was at work in a blast tent in the middle of a refinery. 1/4 offices, 3/4 lunchroom. Holds about 300 tradesmen.

The office walls are only 7’ feet high. This is a big blowup tent that’s suppose to collapse in the event of an explosion.

When I was told I could call myself, as they couldn’t be bothered, I lost my ****.

There was about 150 people in there when I went off. It was dead silent when I left to go to the smoke pit for a cigarette and settle down.

About 80% of the people in there know who I am as I’m in upper supervision. I’m known for never losing my cool no matter what, so when I go off.... like today, it’s totally out of character and a side they rarely ever see. Usually I’m very approachable and happy go lucky at work. The ugly side is pretty ugly when I get to that point.

Of course when I got back, some of the superintendents had to have a little laugh.

I don’t think I seen a GF, Foreman, or any of the tradesmen for the most of the day.
-- Double Post Merged: --
you should post it on their forum and they will promptly reply by deleting your post and banning your account.
It’ll have more traction here. At least some will see it.
 

meismyname

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I've found that you can put tracking numbers from other countries into USPS's website to get better information once it's entered the country. Perhaps you can put the tracking number into Canada Post's website? It looks like it got shipped to the wrong address, then Canada Post did something with it, either by contacting the sender and asking for more information, or by simply returning it to the sender. Canada Post's website may have more detail.
 

Deadhead1971

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We can bombard their chat room tomorrow inquiring on the status of the missing EX to Alberta or maybe play the slot machine and keep calling until the line lands on Kurtis again. Sorry about your experiences.
 

sdrawkcaB

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Thats sucks man, nothing more frustrating...that would pixx me off too...they should be doing everything possible to help you. (4 times for repair? thats a different thread...) Hope you get it back soon with a big apology!
Just think on this... The detectors that Heywood [should have] received have now passed through quality control a cumulative total of at least 5 times; two times in manufacturing (since this latest is a new exchange), plus the other 3 times the first unit was serviced and returned. Heywood should therefore be imminently receiving back the highest quality detector EVER made by Escort. :D
 

mikedotd

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Just think on this... The detectors that Heywood [should have] received have now passed through quality control a cumulative total of at least 5 times; two times in manufacturing (since this latest is a new exchange), plus the other 3 times the first unit was serviced and returned. Heywood should therefore be imminently receiving back the highest quality detector EVER made by Escort. :D
If it's anything like the v1.14 EX that I bought and returned last week, it'll last 3 days before it stops detecting radar...

Man, how can Escort continue to survive operating like this?
 

schissler

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If it makes you feel better, I sent in my old Magnum in perfect working condition for the BS/RDR update - When I got it back, I drove with it for 15 minutes and something was off - it wouldn't alert to a single thing. Escort broke my detector while they had it and clearly didn't QC it before it left. I had to send it back again.

I send people things in Canada via USPS all the time and it's not uncommon for the tracking info to stop updating once it is in Canada Posts hands. I've had that happen a few times and even had stuff "disappear" where we've called USPS who said to call CP, who then said they can't do anything about it, standard run-around....and then a week or two later the package arrived, where it goes; I have no idea. I've never had anything sent to the wrong address internationally, though.
 
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Heywood

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Thankfully, it’s not my only detector. If this was my only one, I would’ve lost it a long time ago.
I mostly only use it for comparison testing. Maybe 5 days in a month and I only bought it July 16 2018.
I even told them this after they questioned me on how I was sure of the problems and how I tested it.
The service rep quickly conceded that I seemed to know more about it than he did.
-- Double Post Merged: --
It’s not so much the part of things going missing, it was the lack of them, since they are the sender of the package, to be bothered to try and suggest I do it.

That after sitting on hold for 20 minutes at a time trying to get through while I should be enjoying my break or working. Oh, and international phone charges on my personal cell phone.

All lost in the point, as was pointed out, that every time they tried to fix it, something else was not working and had to be immediately sent back after I received it.

If I didn’t have multiple radar guns to test it when it arrived back, you wouldn’t even know that they fixed “A”, and screwed up “B”.

I think the longest I’ve had it in my possession for any stretch was 7 days, and that was because I was busy and couldn’t test it.

One service rep says he can get the tracking, the other says no and tells me to try it myself.
After all of the issues, that was the final straw.
 
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1move

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That sucks! I know they effed up but I’ve had this happen with another company and the package was “delivered” but to the local post office and held there because they put the wrong address on it. It might be worth a call to Canada Post as I know I had to go through the same thing as the other company did not give two cents about my package. Needless to say they never got my business since.
 

KrazyK

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Sorry to hear about all this crap L. escort has been going down the tubes for awhile and I am not totally surprised by this and other "goings ons".
I wonder if, no, I know that escort doesn't have any need for the Canadian market and won't ship here so I don't buy their products anymore, ever.
 

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