Redline Software Update

[steve f]

Just got our first three Redlines today and serial numbers were in the 14xx's.

I have one that was shipped 10/20 that has serial number in the 880 range, date code at the end is 4209, which I took to mean the 42nd week of 09. That's pretty quick shipping if true. What is the 4 digit code on yours?

[steve f]

I Emailed them via the Live Agent and got this back .


*****,

They are in stock and there was a software fix for that.



Radar Laser Experts
5440 West Chester Road
West Chester Ohio 45069

Customer Service Department
1-800-543-1608
8 AM - 6 PM M-F EST

Sales 1-800-433-3487

>>> ***********************>>>
I purchased a Redline and it lasted about a week before the service required light started. I sent it back for a refund because Escort had none in stock at that time. Also, there was some issues where when you quick triggering it with a radar gun it would not pick it up. 1) are they now in stock? 2) has there been any software fixes to the redline yet?

Hmmm, I talked to a CSR less than two days ago via the chat feature and he said there were not any reported issues with the Redline, and thus no fixes. I specifically mentioned issues with dropping an alert when a known source was close by, or failing to alert to a radar source.

[dslrip32]

You can test until your blue in the face. Customers will always find more issues. As long as you have good customer service to handle it.

And this is a specific case of where customer support failed, and failed miserably.

Cbr was told one thing - that it was a known issue, and "is quickly becoming a problem," and a fix promised - and then another was said on the Forums - that there is no pervasive problem - which was information that was not only directly opposite what Cbr was told, on the phone, with a live representative who supposedly conversed with his supervisor/superior, but was also, furthermore, a contradiction which was not made known to him through anyone in Escort's customer-support chain.

It was only upon a fellow hobbyist directing him to that particular message - where the on-line Escort representative expressly denied any such pervasive problems, that Cbr was so discouraged, that he bailed-out of his repair order.

Which, BTW, customer service had ALSO failed, miserably, in having initially promised him same-day turn-around, but then not only missed the deadline, but actually having FAILED to proactively inform the supposedly "priority" customer/repair of such a long delay.

This is not good customer service, by any means.

Not only is it incoherent (even today, 3 weeks after the initial disagreement in terms of what the Escort representative said on the phone, to what they claimed online, this lack of coherent presentation yet remains), it also shows a complete lack of care for the customer (a "priority" one, no less), period.



There is no excuse for this one, there's no way to paint a better picture. The facts are all here, it's a fail, period.


---


quote=dslrip32;631107]Yes the thread over there is getting more and more interesting. Seems as though Escort is beating around the bush about this issue. CSR says this and CSR says that, and Escort reps says something else, what a joke. Also Nine_C1 posted over there that he had a confirmed KA dropped alert on his, and his serial # being in the 700's. I can see where this is all going, lol. Escort....... Quit beating around the bush here and put a recall out, it is totally pathetically obvious that this problem has to be on most of the Redlines, so Fess up!
I would have just simply returned mine for the update if I was told something honest about this issue, but look what happened, caused a REFUND instead of a REPAIR!

I have yet to re-check the thread there, but with what you're saying above, I fear that I won't like what I see. [/QUOTE]

It's a "Circus" over there that's going on, and when I hear more and more about what one Rep says, Then Escort rep says something different, it is really humorous. They all (Escort Reps/CSR) need to get their Ducks in a row about this issue, lol.

Also another issue, is it's really funny that they block the ability for the End User to tell what firmware is actually on the detectors such as version number, like we use to on the 8500's, as if they are hiding something, and do not want "US" out here to know when they fix these defects, and secretly pass this on to the public on newer products. I would be willing to bet all the newer Redlines have this update already on them, as of this week. And if that being the case, that would prove that it is indeed a problem with all Redlines, and not just a few, and would also prove that someone over there at Escort forum is giving out "Misinformation".

[CJR238]

Ya, that’s the one thing that gets me about Escort is there CS. Its really bad because they are trying to be helpful, but are not well trained enough to do more than say send it in if it’s broken or place an order when someone wants one. We are expecting too much from there CS and they are expecting to little of there CS.

[TSi+WRX]

^ I'm not expecting too much from their C/S - all that I expect is just some coherence.

Cbr reported that his particular rep. had to first check with his supervisor - and it was the supervisor, supposedly, which came forward with the information about the pervasive "glitch" as well as that there is/was a "software fix."

That's not just the rep., that's the rep. and whomever is overseeing the reps.

It's really quite simple, as I stated in my Escort Radar Forum posting -

Is there a "software fix," or not?

Is there a pervasive "glitch" or bug, or not?

Why are we (speaking as a community) being fed two distinctly differing lines of information?

There needs to be a COHERENT and AUTHORITATIVE response. You can't have one person saying one thing, someone else another.

This breeds mistrust and distrust, even among the most loyal.

Escort's lost Cbr's RedLine to this very problem.

And look at the confusion this has caused in the community.

Regardless of whether or not such a fix exists or whether or not such a problem exists (OK, now we've got Nine_c1's unit, seemingly with the same "drop glitch," and before the naysayers start to yell conspiracy, let's not forget that he's been, consistently, among the most vocal supporters of the RedLine, to-date), this is a customer-service embarrassment.

Let's put a stop, at least, to the customer-service problem.



This is something that could be cleared-up in a simple 10-minute morning-emergency-meeting of the staff. It's not that hard to do, to get your game-plan straight.

[dslrip32]

^ I'm not expecting too much from their C/S - all that I expect is just some coherence.

Cbr reported that his particular rep. had to first check with his supervisor - and it was the supervisor, supposedly, which came forward with the information about the pervasive "glitch" as well as that there is/was a "software fix."

That's not just the rep., that's the rep. and whomever is overseeing the reps.

It's really quite simple, as I stated in my Escort Radar Forum posting -

Is there a "software fix," or not?

Is there a pervasive "glitch" or bug, or not?

Why are we (speaking as a community) being fed two distinctly differing lines of information?

There needs to be a COHERENT and AUTHORITATIVE response. You can't have one person saying one thing, someone else another.

This breeds mistrust and distrust, even among the most loyal.

Escort's lost Cbr's RedLine to this very problem.

And look at the confusion this has caused in the community.

Regardless of whether or not such a fix exists or whether or not such a problem exists (OK, now we've got Nine_c1's unit, seemingly with the same "drop glitch," and before the naysayers start to yell conspiracy, let's not forget that he's been, consistently, among the most vocal supporters of the RedLine, to-date), this is a customer-service embarrassment.

Let's put a stop, at least, to the customer-service problem.



This is something that could be cleared-up in a simple 10-minute morning-emergency-meeting of the staff. It's not that hard to do, to get your game-plan straight.

They also lost mine for this very same reason.

[TSi+WRX]

^ Ah, my bad - I didn't realize, bruddah, that you'd sent yours back on a return.

[xcr440sp]

Just got our first three Redlines today and serial numbers were in the 14xx's.

I have one that was shipped 10/20 that has serial number in the 880 range, date code at the end is 4209, which I took to mean the 42nd week of 09. That's pretty quick shipping if true. What is the 4 digit code on yours?

4309 is the build week on the one I opened for myself. Other three I'll leave sealed until someone buys them, but they have sequential serial numbers so they should be same date.

[dslrip32]

Check out this chat I had online with Escort rep, lol.

Chat InformationWelcome to Escort Inc.! An online representative will be with you shortly. You are number 1 in the queue. Your wait time will be approximately 0 and 6 seconds. Thank you for waiting.

Chat InformationYou are now chatting with 'Brian'

Brian: Thank you for your interest in Escort! How may I help you today?

you: I had sent back a Redline for refund. The reason was for the defects it has. I now read on some forums that this has been fixed via a software upgrade. Is this true, and if so I may reorder one.

Brian: Yes, please call Sales at 800-964-3138, option 1. The software issue was minor and has since been corrected.

you: Is this pertaining to the KA bands and K band glitch or dropped signal?

Brian: That is correct.

you: So all brand new Redlines have this new software? Or is there a chance that if I order today that I might get a nad one with the old software?

you: oops bad

Brian: All new Redlines have the fix.

you: okay thank you.

Brian: Thanks so much for your business, and I hope you have a wonderful day!

And this quote from Escort radar rep over at Escort forum----->

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There is not a common glitch or bug with the RedLine.

I checked with our CS manager about this "software update" that our reps are supposedly reporting about and CJR238 was correct in his assumption. The reps are simply letting the customers know that we can fix whatever is wrong with their RedLine or replace it. The CS manager has let our reps know to be more careful from now on how they phrase things.

Unless a refund is requested, when a new product (within 30 - 45 days or purchase) is returned to us as defective we simply exchange it unless specifically requested otherwise from the customer, so it will be an entirely different unit with a different serial number.
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Me thinks someone has some serious misinformation, lol... Don't worry, I used misinformation this time instead of "lie".

Mr. Escort forum Rep, why tell everyone on your forum that this is not a common glitch, when it is painfully obvious that it is, due to the wide variation of serial numbers that has this issue, and now because the software is now placed on all Redlines???


The fix according to "Brian" has been put on all, and I repeat "ALL" Redlines, so this issue has to be on all of them and not a select few, lol.

[CJR238]

dslrip32, i wonder if what the CS rep is talking about was the delay for them coming out.