Redline Software Update

[Divewjason]

^ I don't really care if there's a "glitch" or not, truthfully speaking.

Given that whether the unit has a "glitch" or not, as soon as it's noted, it's fixed - and Escort has been very, very forthcoming with that, for which I'm glad.

What I'm disappointed - and upset and angry - about, actually, is their lack of coherence in the customer support rendered.

One side repeatedly says that yes, there's a known issue, and yes, there's a specific software fix for it.

The other, at the same time, maintains that there's no pervasive problems - and that the former's disclosure of a "software fix" is nothing but their attempt to appease those who are calling in to complain.

Who's right?

Who are we to trust?

Unfortunately lack of coherence seems to be very common in companies. Take Comcast for instance. I used to work for them and the lack of consistency in answers was just astounding. Even my supervisors sometimes gave out incorrect information when I worked in a call center for them. Unfortunately, with call centers comes misinformation. I do understand why you are irritated with them and wholeheartedly agree that this is a big problem.

[TSi+WRX]

^ Agreed, the "one hand knows not the other" syndrome is truly something that's all over. It's definitely not a knock on Escort, alone.

[Monte1]

Trust the responses from the OWNERS of the Redline who had a problem, sent it back for a fix, got it back, and have put it though the TEST of REAL LIFE. If the problems are gone, one or both of them can be trusted.

This I agree with, wholeheartedly, but it does not inherently solve the problem.

If the problem persists, neither of them can be trusted at this time.

^ And that's the problem....

And right now, my faith is very, very shaken.

I didn't copy your entire post because if you saw it again it might allow you to think of something else you haven't thought of before and I wouldn't want your faith to go further down the tubes.

Is your faith in our government also shaken? This isn't a political debate, I know better than to get into that area, but the point I'm going for here is that the President's press secretary, military spokepersons, and many others within government (regardless of party affiliation) make statements to the media and press corp which are all over the charts from one day to the next, especially when they're trying to do some damage control to keep things running smoothly.

What are they supposed to do in order to keep the trust and faith, ESPECIALLY when they don't even have the correct ANSWERS? I think the CS and spokesman of Escort are in the same boat right now. They're trying their best to figure out what the heck is going on with the product relating to the issues and complaints expressed, but at the same time keep sales coming. I seriously doubt the tech guys are sitting on their hands doing nothing. Many doctors initially make an incorrect diagnosis of a physical problem due to overlapping similarities from illness one to another until they realize the mistake and correct it. (hopefully sooner than later). But you can't lose faith in that doctor or the entire medical profession.

I'm not a loyal Escort customer as you've been, I've never owned their products except for a Bel before it was combined. However, I have faith in them to do what needs to be done to get the problems solved. It may be LATER than SOONER, but I feel confident they'll do what's needed. So much so, that I'll buy a Redline immediately. And if they don't fix it, I'll apply the 5 Bills to a Paris vacation
and be happy with the Bel and V1 I now have.

Relax...they'll get it.

[TSi+WRX]

I didn't copy your entire post because if you saw it again it might allow you to think of something else you haven't thought of before and I wouldn't want your faith to go further down the tubes.

^ Or for me to start writing again - come on, that's what you're *really* trying to avoid - going blind from reading my volumes.

OK, but no, seriously.

That's a good way of putting it, and I do see your reasoning.

I agree, part of the problem is very likely that they - the customer-service representatives - are themselves lacking in proper feedback from their higher-ups.

And yes, it is also my hope that they get this right, sooner rather than later.

But in this small industry/community, one's "word" goes a long way. Look at how far LPP and Laser Interceptor have come, simply due to their amazing customer service, and the company's ability, particularly in terms of the latter, to actually deliver.

And look at what a beating Blinder took, when things went south with the Mx5 J11, and when steagall was peddling. Look at how long it took, for them to re-establish themselves.

I just don't want to see the same thing happen to Escort. That's why I'm all worked up (you're right, I've gone a bit over-the-top) about this.

As for doctors and politicians?

[dslrip32]

Trust the responses from the OWNERS of the Redline who had a problem, sent it back for a fix, got it back, and have put it though the TEST of REAL LIFE. If the problems are gone, one or both of them can be trusted.

This I agree with, wholeheartedly, but it does not inherently solve the problem.

If the problem persists, neither of them can be trusted at this time.

^ And that's the problem....

We don't know who to trust because, at least by my logic, we cannot reconcile what one party has said, versus the other.

I think you'll see what I mean, with this set of posts below.

This was just posted by EscortRadar, one of the main Escort representatives, on the Escort Radar Forums:

Was there a pervasive problem, or not?

Is there a true "software fix," or not?

There is no pervasive problem with RedLine.

Yes, we can diagnose and repair a defective RedLine.

That seems like a clear and concise reply, right?

But logically, it's not.

Here's what I wrote back to him, and by reading it, I think you'll see what I mean.

There *is* no pervasive problem - or *was* there no such problem, ever?

It seems that, from everything that the other representatives have said, there *was* a problem, which has since been addressed.

And if there *was* a problem with the older units, are they going to be actively recalled? or are those early buyers left to their own devices, to discover if that "software glitch" - which has repeatedly been mentioned to have existed in the older units - will manifest based on their usage?



But is this fix in specific relation to that "software glitch?"

I have no doubt that y'all can diagnose and properly repair a faulty RedLine - as you can, should, and have demonstrated to be able to do with *ANY* of your past as well as current products.

But we're not talking about general problems, here. We're specifically addressing the noted "glitch" - and whether if there exists a specific "software fix" to address that "glitch."

If there *was* a software issue, would that not have been pervasive, throughout the entire product run up until the point at which such a glitch was discovered - and was addressed? Yes, there's now only been three unique units (Cbr, dslrip32, and Nine_c1), and out of the hundreds or even thousands sold to-date, even if we isolate those to only the "older" batch, that can be an anomaly...something that's truly a freak occurrence. But that statistic can be just as easily reversed: what are the odds of three separate and unique units, units which landed in the hands of experienced hobbyists who've been able to observe and note this issue not only in real-life use (Nine_c1), but who have been able to *document* the issue, under controlled testing (capable of manipulating the RADAR signal, so as to elicit a controlled alert circumstance, with known operation parameters from the RADAR's side of the equation - Cbr and dslrip32's unique units)?

So, who are we to trust?

I think that both Cbr and dslrip - two individuals who returned their RedLines - would both come forward and say that part of what caused them to return the products, instead of seeking a "fix," is that they've lost faith in Escort, based on the run-around that they've been given.

And it's this very run-around that's seen, above.

I've been a loyal Escort user since 1997/8. If you discount my one single fling with a Bel (note that I didn't even stray far), I've been an *exclusive* Escort user since that time.

I'm not rich, but I've got the ability to choose what countermeasures I run, and I *chose* the 9500i, specifically, over the V1, the last time I had this decision to make, when updating from my S7 Rev5 8500x50. I sought repair/refurbishing of my ZR3, and still use it, today.

Why did I just go through my "user history?"

Because I hope that you - and any newcomers to the community - will see that I'm not just some guy who's looking to bash Escort.

I'm a loyal customer who wants to see the best of the company.

And right now, my faith is very, very shaken.

You pretty much hit the spot on this one. First of all, I have been an Escort customer for a long time. My first detector was the original Passport when I was still in high school. I actually had faith in the beginning when I pre-ordered the Redline. I was fed up with the 9500ix not alerting to Q/T Stalker DSR 2X, and that was why I ordered the Redline. When I noticed the problems, and on K band, and all the mislead info from "ALL" Escort reps I talked to I just basically threw the towel in on the issue. I did order a V1 while I was patiently waiting for the Redline, so I could make a comparison as to which I would keep. Well we all know what happened.... The drama and mis-information, helped me make my decision. Also this circus of drama over the whole issue from all the CSR I talked to, made me loose faith all together for awhile with Escort Inc. I really had plans on ordering the Entourage, actually 2 of them, and wanted feedback about the product, as I posted a Thread over at Escort forum ---->[ame="http://escortradarforum.com/forums/showthread.php?t=322"]http://escortradarforum.com/forums/showthread.php?t=322[/ame]. Well all this drama made Escort loose that sale also. Escort and or their employed CSR's need a thorough talking to as far as what they say to the end user or future customers. I am highly disappointed. Escort should at least have a "Customer Retention Dept." somewhat like many other professional companies have to help retain their customers both old and new, when "quirks" like this happen. It would be "Refreshing" to have a rep call back and apologize for the troubles, and offer at least something. Actually they don't care who they loose is basically the impression I have gotten. In the past I have received calls from companies like Sprint to H.P. for little problems with products, in which I had no idea they were even going to call and that made me continue being a customer. I mean it is really refreshing to actually receive a call like this. But I damn sure won't hold my breath waiting on Escort to do this.


Think about it Escort Inc. 2 Entourages, and 1 Redline=$1300 USD lost just on my sale alone, not to mention the monthly subscription for the Entourage. Say just 1 customer a week like this = $67,600 USD a year. Something to think about eh?

I think it would be a good idea to think about a "Customer Retention Dept." don't ya think?

[CJR238]

Think about it Escort Inc. 2 Entourages, and 1 Redline=$1300 USD lost just on my sale alone, not to mention the monthly subscription for the Entourage. Say just 1 customer a week like this = $67,600 USD a year. Something to think about eh?

I think it would be a good idea to think about a "Customer Retention Dept." don't ya think?

My guess is for every one of us they lose, they get 200+ sales, and that's crazy cash. I think 5 RedLines were sold here and for those 5 returns they sold 1000.

I’m actually surprised at the attention they give us now, its unnecessary but smart, but in the long run we do allot of the work for them and they will prosper from it.

I certainly hope there CS people join these forums, it would help them 1000%. It should be mandatory.

Good news on that front, it appears an ex-Navman employee EE that worked closely with Escort Engineering on all things GPS has joined the Escort forum.

[dslrip32]

Think about it Escort Inc. 2 Entourages, and 1 Redline=$1300 USD lost just on my sale alone, not to mention the monthly subscription for the Entourage. Say just 1 customer a week like this = $67,600 USD a year. Something to think about eh?

I think it would be a good idea to think about a "Customer Retention Dept." don't ya think?

My guess is for every one of us they lose, they get 200+ sales, and that's crazy cash. I think 5 RedLines were sold here and for those 5 returns they sold 1000.

I’m actually surprised at the attention they give us now, its unnecessary but smart, but in the long run we do allot of the work for them and they will prosper from it.

I certainly hope there CS people join these forums, it would help them 1000%. It should be mandatory.

Good news on that front, it appears an ex-Navman employee EE that worked closely with Escort Engineering on all things GPS has joined the Escort forum.

Since you are a "moderator" over at their forum, why don't you give them a little "hint" to the situation at hand. I am 100% positive it will help.

Also the above in blue, proves my theory, which is "$$why they do not care who they lose as customers$$", lol. sad indeed, but it will bite them you know where, eventually......

[CJR238]

Think about it Escort Inc. 2 Entourages, and 1 Redline=$1300 USD lost just on my sale alone, not to mention the monthly subscription for the Entourage. Say just 1 customer a week like this = $67,600 USD a year. Something to think about eh?

I think it would be a good idea to think about a "Customer Retention Dept." don't ya think?

My guess is for every one of us they lose, they get 200+ sales, and that's crazy cash. I think 5 RedLines were sold here and for those 5 returns they sold 1000.

I’m actually surprised at the attention they give us now, its unnecessary but smart, but in the long run we do allot of the work for them and they will prosper from it.

I certainly hope there CS people join these forums, it would help them 1000%. It should be mandatory.

Good news on that front, it appears an ex-Navman employee EE that worked closely with Escort Engineering on all things GPS has joined the Escort forum.

Since you are a "moderator" over at their forum, why don't you give them a little "hint" to the situation at hand. I am 100% positive it will help.

Also the above in blue, proves my theory, which is "$$why they do not care who they lose as customers$$", lol. sad indeed, but it will bite them you know where, eventually......

I tend to agree, in sales there is a certain amount of customers you don't care to do business with. Its usually the ones that require the most attention and service for the least amount of profit. Though I don't think this is what Escort is doing it can appear this way to the enthusiast.

I guess there participation is better than not participating at all like some company's. Lets hope it keeps moving forward. My guess is within 2 years Escort will have a huge jump on the competition if they listen to the collective enthusiast (us).

I’m certainly willing to act as a filter to get useful information to them. Though TSi+WRX does it better than anyone.

[dslrip32]

Think about it Escort Inc. 2 Entourages, and 1 Redline=$1300 USD lost just on my sale alone, not to mention the monthly subscription for the Entourage. Say just 1 customer a week like this = $67,600 USD a year. Something to think about eh?

I think it would be a good idea to think about a "Customer Retention Dept." don't ya think?

My guess is for every one of us they lose, they get 200+ sales, and that's crazy cash. I think 5 RedLines were sold here and for those 5 returns they sold 1000.

I’m actually surprised at the attention they give us now, its unnecessary but smart, but in the long run we do allot of the work for them and they will prosper from it.

I certainly hope there CS people join these forums, it would help them 1000%. It should be mandatory.

Good news on that front, it appears an ex-Navman employee EE that worked closely with Escort Engineering on all things GPS has joined the Escort forum.

Since you are a "moderator" over at their forum, why don't you give them a little "hint" to the situation at hand. I am 100% positive it will help.

Also the above in blue, proves my theory, which is "$$why they do not care who they lose as customers$$", lol. sad indeed, but it will bite them you know where, eventually......

I tend to agree, in sales there is a certain amount of customers you don't care to do business with. Its usually the ones that require the most attention and service for the least amount of profit. Though I don't think this is what Escort is doing it can appear this way to the enthusiast.

I guess there participation is better than not participating at all like some company's. Lets hope it keeps moving forward. My guess is within 2 years Escort will have a huge jump on the competition if they listen to the collective enthusiast (us).

I’m certainly willing to act as a filter to get useful information to them. Though TSi+WRX does it better than anyone.

All customers of the same product, should get the same attention, and satisfaction for their "high~end or high~dollar" purchase.

[Holla]

So is the Damn thing fixed or not