Ignored by Escort email tech support

[niran916]

I agree the email responses are slow. When I emailed them a question asking them if the 9500IX was available at any stores. It took a week to get a response. I just do a live chat with them. It's quick and easy.

[Governator]

They absolutely need to improve their email response. Or even have one....

I emailed sales a question on Monday morning regarding the trade-in program being applicable to the 9500ix, since the website doesn't have the option for it. I've had an 8500 since it first came out, and finally was thinking about trading up...

Well, as of this morning, still no response. Seems odd that they wouldn't be jumping at the chance to take customer's money. Well, they got it anyways, as I called my order in this morning (and yes, they do offer the trade-in towards the ix). But not everyone would still give them $$$ after being ignored....

You're better off these days going with the "Live Chat" feature as this is becoming the norm now. I only email if it's really important or it's after hours with hoping someone will see it the next day type of deal but that's not likely anymore

[Stealth Stalker]

They absolutely need to improve their email response. Or even have one....

I've e-mailed Valentine Research twice and never, ever received any kind of response, so this is not unique to Escort. There seems to be a LOT of this going on with companies today. Especially companies that have been around since before the Internet era, like these two. They develop a customer service model and stick with it. When they contracted with some code monkey to build their website, he sticks in a e-mail contact page, but the company never really gets on board with it. I agree that, if you aren't totally committed to answering the e-mails, you shouldn't even put them on your website. Just put up your phone numbers and say you believe in old fashioned customer service. Don't put it up there and friggin' ignore people. Arseholes.

[refuge]

I emailed tech support on the 19th of August, it's the 28th now and still no word back from them. I have to work during the day so calling them by phone or using that limited time frame chat option doesn't work for me. You'd think email would be their optimum choice of contact means because they can take their leisure about replying back to you.

What a bunch of BS, my problems clearly require sending it in, all they need to email me back is the required authorization number, you'd think someone could get off their ass and just do that much.

I guess I'm old school internet though, I have my own online business and know emails get buried in billions of spammer messages when your email address is publicly available. It's no excuse though, I still have to sort through the crap and find my actual customers emails.

I'm sooner thinking I just scared them with my list of problems I'm having.

[TSi+WRX]

I've e-mailed Valentine Research twice and never, ever received any kind of response, so this is not unique to Escort. There seems to be a LOT of this going on with companies today. Especially companies that have been around since before the Internet era, like these two. They develop a customer service model and stick with it. When they contracted with some code monkey to build their website, he sticks in a e-mail contact page, but the company never really gets on board with it. I agree that, if you aren't totally committed to answering the e-mails, you shouldn't even put them on your website. Just put up your phone numbers and say you believe in old fashioned customer service. Don't put it up there and friggin' ignore people. Arseholes.

Well said.

[CJR238]

Customer service is totally out the window nowadays, everything is becoming self serve. We are now our own customer service.

The USB in the ix is a perfect example, we plug into there sight and we do the rest. No one to call and ask, no need to send in, we do it all our selves. Kind of like the self check out at the supermarket, and for some reason we seem to like it.

[MEM-TEK]

Escort's online chat has always worked superbly for me. I just used it today! Emails tend to pile up in mail boxes whereas online chats are responded to either immediately or fairly quickly. I find that tons of other companies are horribly slow about answering emails. Think about it -- there are tons of idiots out there who simple fire off a tech support email rather than looking for the answer to their question which usually is right there in the users manual. People who use a company's online chat feature or who make a direct call usually have read the users manual and know that the answer to their question isn't in the manual.

[Governator]

Escort's online chat has always worked superbly for me. I just used it today! Emails tend to pile up in mail boxes whereas online chats are responded to either immediately or fairly quickly. I find that tons of other companies are horribly slow about answering emails. Think about it -- there are tons of idiots out there who simple fire off a tech support email rather than looking for the answer to their question which usually is right there in the users manual. People who use a company's online chat feature or who make a direct call usually have read the users manual and know that the answer to their question isn't in the manual.

and well said MEM-TEK

[Retaliation]

I'm not trying to start a VR vs Escort customer service discussion, but when I bought my V1 on Craigslist, I needed to order a separate cigarette lighter adapter. I ordered it from VR's website, and a little while later I got an email from them asking for my S/N. I emailed it to them and the next day I got a confirmation emailed saying that my order was being processed right away.

Just posting this to show that good C/S through email is indeed possible. Now please don't turn this into a VR vs Escort thread. There's already enough of those.

[Governator]

I'm not trying to start a VR vs Escort customer service discussion, but when I bought my V1 on Craigslist, I needed to order a separate cigarette lighter adapter. I ordered it from VR's website, and a little while later I got an email from them asking for my S/N. I emailed it to them and the next day I got a confirmation emailed saying that my order was being processed right away.

Just posting this to show that good C/S through email is indeed possible. Now please don't turn this into a VR vs Escort thread. There's already enough of those.

Agreed. There are good companies out there with good support but recently I've had some email contact with RB for instance and as good a company they are, their email is slow and phone wait time is even worse which is precisely why I prefer the online chat feature and hopefully RB will get on board with this soon, one can only hope...