Ignored by Escort email tech support

[refuge]

Is this normal? Seems like I've emailed them in the past for just user questions on my 9500i and got a quick response with good answers.

Now some problems with my 9500i are turning up and I emailed their tech support 6 days ago and still have yet to receive any response?

[mswlogo]

Call them. They are very good about manning the phones.

[focalcivic]

Call them. They are very good about manning the phones.

I never like to email any tech q's for any company. I would call them as the other poster said. Emails seem to get lost in Inboxes.

[Governator]

I realize these days they are swamped but yesterday I called their sales about the backorder on the 12v adapters and the guy was businesslike and flat in his responses and I felt like he was in a hurry to get on with things. This is quite unlike my experiences with RB where I talked with a gal just yesterday who admitted she was new after she had some difficulties locating my order but appeared upbeat and was very helpful throughout, which is the norm for when I call them. I suppose in the end it just depends on who you get and at what time of day...

[TSi+WRX]

Escort's phone-based C/S as well as tech-support has always been touch-and-go, with a lot of variability.

It's excellent some times, bordering on complete incompetence and ignorance at others.

Immediately after the introduction of the 9500i, there seemed to have been an upswing in terms of C/S and tech-support quality, but that momentum seems to be coming down from the high.

Escort really needs to get its act together, in this area.

[MEM-TEK]

Escort's phone-based C/S as well as tech-support has always been touch-and-go, with a lot of variability.

It's excellent some times, bordering on complete incompetence and ignorance at others.

Immediately after the introduction of the 9500i, there seemed to have been an upswing in terms of C/S and tech-support quality, but that momentum seems to be coming down from the high.

Escort really needs to get its act together, in this area.

I disagree that their CS is declining. One thing I have found is that its always best to either do the online chat thing or to call them earlier in the day when they are less swamped. I am a big fan of their online chat method since its easier to communicate your issue or problem without sounding upset as you might if you were on the phone.

After a fairly recent online chat, I can now add Shelly to the list of their CS reps which I really like to deal with, along with Aaron, Dan, Dave and Mike. Shelly has become very knowledgeable about all of Bel's and Escort's products. More important though is that she will go out of her way to get the answer for any question or problem which you have if she doesn't know the answer right off the top of her head. Shelly is cool. Just be nice to her even if you are having a serious problem with your Bel/Escort product, and she will get you squared away and make you a happy camper.

[Lucky225]

I disagree that their CS is declining. One thing I have found is that its always best to either do the online chat thing or to call them earlier in the day when they are less swamped. I am a big fan of their online chat method since its easier to communicate your issue or problem without sounding upset as you might if you were on the phone.

After a fairly recent online chat, I can now add Shelly to the list of their CS reps which I really like to deal with, along with Aaron, Dan, Dave and Mike. Shelly has become very knowledgeable about all of Bel's and Escort's products. More important though is that she will go out of her way to get the answer for any question or problem which you have if she doesn't know the answer right off the top of her head. Shelly is cool. Just be nice to her even if you are having a serious problem with your Bel/Escort product, and she will get you squared away and make you a happy camper.

Awesome, I've worked a lot of C/S jobs in the past, and even tho I can be a real D1ckhead in real life, when dealing with customers I always treat them the way Shelly would, that should be a requirement for ANY C/S rep, it's just common courtesy.

[Governator]

I disagree that their CS is declining. One thing I have found is that its always best to either do the online chat thing or to call them earlier in the day when they are less swamped. I am a big fan of their online chat method since its easier to communicate your issue or problem without sounding upset as you might if you were on the phone.

After a fairly recent online chat, I can now add Shelly to the list of their CS reps which I really like to deal with, along with Aaron, Dan, Dave and Mike. Shelly has become very knowledgeable about all of Bel's and Escort's products. More important though is that she will go out of her way to get the answer for any question or problem which you have if she doesn't know the answer right off the top of her head. Shelly is cool. Just be nice to her even if you are having a serious problem with your Bel/Escort product, and she will get you squared away and make you a happy camper.

MEM-TEK, I agree and lately I've been taking advantage of online chat options if available with other vendors. Escort's online chat is quite good actually and I've dealt with Mike and Aaron, both of which are pretty cool also...

[TSi+WRX]

I disagree that their CS is declining. One thing I have found is that its always best to either do the online chat thing or to call them earlier in the day when they are less swamped. I am a big fan of their online chat method since its easier to communicate your issue or problem without sounding upset as you might if you were on the phone.

Could well be that as workload increases, people get sloppy.

But that needs to change, for a top-flight outfit.

Remember when the 9500i first came out, last year? Everyone who called in or used their then-new online support had nothing but positives to say, myself included (and yes, I'm one of the ones who *****ed about their phone-C/S, in the years prior).

But now, it seems to be more of a toss-up.

I'll certainly agree that the online chat/support does seem fairly consistent (and I'll also say good things about Aaron ), but overall, the consistency of their entire C/S base needs to "step up."

Look at your own, MEM-TEK, previous mention of their having mistaken the ZR4's physical sizing, and correcting them after your review. Also, there was a very recent post ( REF: http://www.radardetector.net/forums/439357-post24.html ) where the then-to-be new owner of a ZR3 setup was told by Escort's Tech Support that it was just fine to mount those heads behind the honeycomb grill of his vehicle.....

None of that's acceptable, in my view, of a top-flight company's C/S or Tech Support groups.

I don't expect perfection - I'm a realist.

But I do think it's time that we Escort adherents (I've been an Escort user since 1997) took off our rose-tinted glasses, and demanded more.

Escort is truly a class-leading outfit, now. We've seen what they're capable of - the ci is a beast at radar detection, and the ZR4's amazing at detecting LIDAR (and is also very technologically updated, as it works quite well against the TruSpeed) - and as such, we should expect that they live-up to those high standards.

We should demand more consistency from their C/S and Tech Support, as well as "more" from the ZR4, too.

[nocturne1]

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....