I recently (within the past week) received a RD from Escort, the 8500 refurb as a back up to my 9500ix so that I would not be unprotected when my wife was traveling. I documented in another post that while I was getting good K band detection, the KA band sensitivity was sub par. I had run against KA 34.7 C/O (straight road, no curves) on three separate occasions and at best only gotten .3 miles of detection.
I contacted Escort today to get and RTA so that I could return the radar. The customer service guy was less than enthusiastic and was actually patronizing. He tried to go into an explanation about how an 8500 would not have the range and sensitivity of the 9500ix and I explained that I did not expect them to be identical, but I did expect better range than a lesser quality RD. I also told him that while I was not trying to compare apples and oranges that something was definitely wrong with the unit and this was not the first 8500 I had owned and the last one was on par with my current unit.
Though his tone and attitude were less than what I would have expected I did agree that I would try another unit out. I verified that I would get another two-week trial period to test the new unit out. After several rounds of clarification he said that I had had my current unit (8500) for ten days, which is not true, I received it this past Tuesday, so beware, your test period starts when its mailed…apparently! He stated that he would send me an exchange authorization to my email address immediately so that I could return the current unit. I told him I would look for it so I could take to the UPS today. He said I would should see it shortly and then I “thanked him for his time.”
As I waited for the RTA, I finished my lunch and then re-checked my email and to my surprise there was nothing in my in box from Escort. My intent was to stop by UPS and get the unit out today. I followed up with an email to them. Nearly 5 hours later, I received an authorization code and a pathetic answer to a follow up request that I had left via email to customer service regarding my displeasure with their customer service. It is worth noting that I explained to them in writing on the second round that I was so displeased with my customer service experience that I no longer wanted an exchange and wanted a refund. Here is the quoted answer I received from them including my the follow up I had written regarding the service:
If you were promised an e-mail with a label, those are sent once a day at the end of the day. If you still want to return it, then you would need to call Customer Service at the number listed below.
Radar Laser Experts
5440 West Chester Road
West Chester Ohio 45069
Customer Service Department
8 AM - 6 PM M-F EST
No apology, were sorry for the confusion, forgive the delay, nothing! What happen to taking care of the customer?
I also want to clarify that I was never once rude or disrespectful with my live conversation with the service representative. I did ask for clarification on a couple of points and I was direct in my answers to his questions but not ever in a demeaning or arrogant way.
I know this a $150 RD and a refurb at that, but I work hard for my money and being that I am a returning customer you would think a little more attention to customer service would be in order.
If you could get Escort quality with Whistler service, then you would have a combination that could not be beat. Hope you are reading this EscortExperts!
Sorry for the long winded post, but I am having one heck of a Monday and it started with Escort!