Redline Software Update

[dslrip32]

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

I don't think so, the whole chat session is above, and I stated KA and K glitch and he replied.

[TSi+WRX]

dslrip, what was the date/time of your logged session?

Thanks,
-A

[dslrip32]

dslrip, what was the date/time of your logged session?

Thanks,
-A

It was around 2:30 p.m. central time today Thursday.

[dslrip32]

Also, I bet anyone could call this "Brian" and ask him the same questions and get the same answers that there is indeed a fix and it is on all new Redlines. I think I will try this tomorrow when they are open.

[Cbr]

Oh the drama continues....this is the reason I bailed on my redline all together. I'm hesitant to purchase another redline for fear of this drama all over again. Like I said before, If anyone wants to send me their "fixed" redline for testing, I'll be more than happy to give it a shakedown.

[TSi+WRX]

dslrip, what was the date/time of your logged session?

Thanks,
-A

It was around 2:30 p.m. central time today Thursday.

Thank you.

[Divewjason]

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----->

Unread 22 Hours Ago
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EscortRadar EscortRadar is online now
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Join Date: Apr 2009
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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.

I completely understand why you are upset that they are not recognizing that there is a common glitch, but I do have to give him credit for speaking out against what the reps were saying about there being a fix for the issue. All of us wanted to hear that there was a fix but this rep did go the extra mile to find out for sure. I'm sure that if they really had a fix out he wouldn't of stated that there was no problem with the redline. I'm at least giving him credit for this.

However, there does seem to be a problem with the Redline and Escort is refusing to acknowledge the issue. Unless they want to lose a lot of customers other radar detector manufacturers, they better take a serious look into the issue. A lot of customers do read through our site and when they see our comments on this matter they will more than likely be steered away from Escort.

[TSi+WRX]

^ 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?

[Monte1]

^ 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?

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.

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

[TSi+WRX]

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.