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  #181  
Old 1 Week Ago
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kasher1979 kasher1979 is online now
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Originally Posted by DetectorDan View Post
Trying to view this situation from an independent perspective is interesting.

On one hand, the natives (customers) are getting restless. They've heard about the update for a while. "It's coming, it's coming". But if it doesn't come on a particular day, they whine and feel abandoned? I guess some feel entitled. Like they're owed the update.

Well, the fact is Escort doesn't owe us anything. They fulfilled their commitment to us when they gave us the detector we paid for. End of story. They don't actually have to go back and fix anything. The fact that they are willing to do so is a testament to their ethics and integrity.

Now the customers aren't the only problem in this scenario. Escort shares some of the blame here. Their biggest misstep? Not setting/managing expectations. Or maybe I should say "not communicating what are expectations should be".

"It's coming soon." "It's imminent". "Certainly within the next couple of weeks". The customers have heard it all and so it's understandable (or it should be) why there's some frustration on their side.

The problem is, customers are expecting the update any minute. And it's been this way for a few weeks at least. And then to see Escort release two new products - the X80 and the EX - after telling us the update is coming makes people think that the update is something that will happen when there are no new products to release. The update is obviously something that takes a back seat to new product releases.

Of course Escort has to continually develop and sell new products to be able to survive. No one questions that. What some of the more vocal customers are bothered by is why can't Escort set and communicate a date for the update? Yes, schedules slip all the time but once a deadline is passed, you know the deliverable item is being worked on with a higher priority than before.

So - customers - sooner or later, Escort will release the update for us. I know we've all had to wait but be grateful when the update does come. Escort doesn't owe us anything and it's very generous of them to be doing the update at all, especially since they're going to include BSM filter improvements on top of the bug fix.

And - Escort - you could do a lot better in terms of setting expectations. I know ER doesn't control all priorities but, working together with others at Escort, he can try to get Escort to adopt a policy regarding updates going forward. It's been a long time since detectors were mostly hardware. Now they're mostly firmware so it's quite possible updates will be a way of life from now on. Escort has to figure out how to do them without breaking the bank. Getting the firmware working properly before release is one way to cut down on updates.

So, customers- ease off and remember to say "thank you" when the update does come and Escort - see what it takes for a different approach to be used for updates. If you can manage to give a date for future updates, you won't have people asking daily.

My two cents.

Dan
Dan,

These kind of posts you just made really make the forums more inviting and productive and I commend you on this particular post. It made a lot of sense and I enjoyed reading it!

You know there's always things we can do better and improve upon. In my career it's the same. Sometimes when I get a negative comment (or at least something I perceive as negative) on my evaluation it bugs me. But at the end of the day if it's constructive legitimate criticism I take it and use it to improve.

I personally think your suggestion and tactful wording of this in your comments about Escorts is great. I think Escort will appreciate this kind of constructive criticism and perhaps look into policies they can put forth on timely releases of updates and keeping customers updated.

I don't think anyone's sitting around the conference room table saying, "Now how long can we keep this firmware from being release to make sure we make everyone angry." lol

I'm sure everyone is doing the best job that they can and I think it's important as Escort Customers to convey to the company that we appreciate the products and what they bring to the table. I think we just hope that in the area of updating we can get things moving more quickly, or at least have updates on target dates etc.

Thank you again for the sensible balanced post.
  #182  
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Originally Posted by yellowtang View Post
I disagree. They sold a RD with problems/bugs/issues. When you purchase a product you expect it to work as advertised and designed. If it does not you can either return the product of unhappily live with the issues. You are right, they do not 'have' to update it, but they would lose every customer they sold one too so in reality they not have a choice if they want to stay alive as a business. Show me a quality company that abandons their products after the initial release, they are not around. Even my TV gets updates every few months!



You are right, they do not 'owe' us a BSM update, but they do owe us the lock out bug fix. It is one of their TOP selling features as NO other RD has it. If it does not work it becomes a joke. On a side note the would be 'smart' to update the IVT filter for those who paid $650 for a top of the line RD considering other RD's companies that cost less do the same.

There are a lot of things Escort does not have to do legally, but morally and in order to maintain a happy customer base, there are a lot of things they NEED to do, that is just the way things work. I do a LOT of 'free' work at times to improve my customer relations and the amount of new customers it has earned me has way more than paid for the free work I have given out. Keep customers happy and your business will thrive.

Yes I do also agree that when we buy a detector expecting it to work as advertised the company has an obligation to fix this for their customers. I think ER does and will do this. In this case it's taking a while. I believe they will get the fix out. I don't know when or how long but I think they'll do it. It's frustrating for sure but I found in life things I don't have control over I try not to sweat it and just focus on positive things in my life and not let frustrations consume me. Once I've let my frustrations be known then we must move on and focus on other things and wait. Or there is always options to sell on ebay or return products you aren't happy with and perhaps repurchase later when things are to your satisfaction etc.
  #183  
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DetectorDan DetectorDan is offline
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There are a lot of things Escort does not have to do legally, but morally and in order to maintain a happy customer base, there are a lot of things they NEED to do, that is just the way things work.
Yellowtang - you are completely correct about this. I was being a little bit facetious when I said they didn't owe us more than the detector we purchased. If there are defects, the manufacturer should make every attempt to correct the problem in a timely fashion.

But has that been done in this case? Has this problem been handled in a timely fashion? Most would say no, it hasn't. But if Escort had released a fix for the lockout bug 6 months ago, no one would be asking about the BSM update now. Perhaps Escort knows this and perhaps they're giving us the BSM update as a way to reduce the headache of living with the lockout issue for so long.

It's taken this long already. Water under the bridge. Nothing can change that now. Hopefully, the update is coming soon. But we don't know when. I hope Escort is trying to implement a better approach for the future. With a procedure in place, everyone will feel more at ease.

Dan
  #184  
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cmelby76 cmelby76 is offline
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Escort, can you please respond to us and possibly give us a date for the firmware? It's weird as to you haven't responded to this post in awhile. This is why we are upset, no communication.
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  #185  
Old 1 Week Ago
Saywhat Saywhat is offline
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Originally Posted by cmelby76 View Post
Escort, can you please respond to us and possibly give us a date for the firmware? It's weird as to you haven't responded to this post in awhile. This is why we are upset, no communication.
2 Weeks
  #186  
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ROLLTIDE ROLLTIDE is offline
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2 Weeks
It want be out till 2019 Now you can stop checking for updates
  #187  
Old 1 Week Ago
cmelby76 cmelby76 is offline
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Yeah, 2 weeks = 2 years.. So 2019 sounds about right...
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