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Old 1 Week Ago
NJRedStingerGT2's Avatar
NJRedStingerGT2 NJRedStingerGT2 is offline
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Default Subscription Woes

This past weekend I received a warning on Escort Live that my subscription had expired. Of course, it occurred just as I was involved in two days of heavy driving.

Anyway, I went to the Escortradar.com site, logged in and the only thing I could find there was “Software + Services,” “Defender Subscription 1 yr NA” or 3 yr. I paid $24.95 for the one year and went through the email process of activation. 48 hours later Escort Live was still giving me errors that my subscription had expired.

I then poked around on Escort Live and found a menu that allows me to re-subscribe there, only now the cost was $49.95! I went though that process, paid $49.95 …. And still I am receiving error messages that my Escort Live subscription has expired.

Help! I am now $75 in the hole and still do not have a functioning Escort Live.

My system is a iX Ci Platform with ShifterMax. I run Escort Live on iPhone 8.
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  #2  
Old 1 Week Ago
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Esc0rtFan Esc0rtFan is offline
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Quote:
Originally Posted by NJRedStingerGT2 View Post
This past weekend I received a warning on Escort Live that my subscription had expired. Of course, it occurred just as I was involved in two days of heavy driving.

Anyway, I went to the Escortradar.com site, logged in and the only thing I could find there was “Software + Services,” “Defender Subscription 1 yr NA” or 3 yr. I paid $24.95 for the one year and went through the email process of activation. 48 hours later Escort Live was still giving me errors that my subscription had expired.

I then poked around on Escort Live and found a menu that allows me to re-subscribe there, only now the cost was $49.95! I went though that process, paid $49.95 …. And still I am receiving error messages that my Escort Live subscription has expired.

Help! I am now $75 in the hole and still do not have a functioning Escort Live.

My system is a iX Ci Platform with ShifterMax. I run Escort Live on iPhone 8.
Looks like you are going to need to call in to customer service to get this resolved. Call the number in my signature below.... I would call early at open time around 9:00am Eastern, then use the callback option so that you secure your place in the call line....
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  #3  
Old 1 Week Ago
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NJRedStingerGT2 NJRedStingerGT2 is offline
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Thank you.
  #4  
Old 1 Week Ago
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Originally Posted by NJRedStingerGT2 View Post
Thank you.
You are very welcome.
__________________
I use the following Escort Products

Escort Redline 360c
M1 Dash cam
Escort Live
-----------------------------------------------------------
If you need immediate help please contact Escort Customer service by calling 1-800-543-1608, option 2. , M-F 9:00AM-5:30PM EST..
------------------------------------------------------------
To contact an Official Escort Representative/Forum Admin please use this link below.

http://escortradarforum.com/forums/sendmessage.php
  #5  
Old 1 Week Ago
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NJRedStingerGT2 NJRedStingerGT2 is offline
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I spoke to Escort Customer Service and found out a few interesting things.

First is that it was my fault that I incorrectly purchased Defender as the Escort website’s page that I made the purchase on clearly says (in red) that this is not for Escort Live.

Second is that if someone has purchased an Escort Live capable Escort radar detector, Escort Live subscriptions are free, assuming you call Escort. This is great news except for the fact that Escort has a back-log of service related calls during the COVID-19 pandemic. Not sure if Escort actually had customer service people working remotely from home during the pandemic. It appears not (or not enough) to handle the call volume.

Third is the Customer Service rep said that IF the radar detector and Escort Live are used daily the subscription should auto-renew (at no charge). I drive this car on weekends. I guess every seven days is not enough.

Lastly and most curiously, the Customer Service rep said Escort cannot refund me the $50 I paid via Escort’s iOS app for the Escort Live subscription (which should have been free) because .... and I quote, “that $50 goes to Apple (or Google) not Escort.”

This amazes me!

Apparently if this is true, Escort hired someone to create an app (the Escort Live app) which will actually collect money from Escort Live radar detector owners for a service which is otherwise free and Escort has no means of refunding the money!!! This amazes me because Escort Live knows when it’s connected via Bluetooth to a Escort Live capable Escort radar detector. The radar detector’s serial number shows up in Escort Live!

Assuming Escort wanted (for whatever reason) to allow Apple and Google to collect $50 from their customers … and those funds do not go to Escort, it should have been very simple for the App Developer to filter our, “this person is a Escort customer because they are connected to Escort radar detector,” therefore do not allow the transaction to go through. And then display a screen “Call Escort for a free subscription update.”

That’s my opinion. Am I nuts?
  #6  
Old 1 Week Ago
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TBNTX TBNTX is offline
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Quote:
Originally Posted by NJRedStingerGT2 View Post
I spoke to Escort Customer Service and found out a few interesting things.

First is that it was my fault that I incorrectly purchased Defender as the Escort website’s page that I made the purchase on clearly says (in red) that this is not for Escort Live.
Correct. Defender subscriptions are only needed if you aren't running Escort Live. If you are running EL, the Live app draws Defender information from Escort's Defender Cloud. If you aren't running the Live app, then the detector has to rely on the stored Defender database on your detector. This has been well documented on the forum.

Quote:
Second is that if someone has purchased an Escort Live capable Escort radar detector, Escort Live subscriptions are free, assuming you call Escort. This is great news except for the fact that Escort has a back-log of service related calls during the COVID-19 pandemic. Not sure if Escort actually had customer service people working remotely from home during the pandemic. It appears not (or not enough) to handle the call volume.
Escort Live subscriptions have been free since its inception. EL subscriptions have been automatically renewed year-after-year.

The COVID impact is real with Escort. The company is actually a small-sized business, and Ohio state-mandated restrictions are keeping the bulk of the employees working from home. However, I have it on good authority that new staff is going thru training right now to handle the calls, albeit remotely.

Quote:
Third is the Customer Service rep said that IF the radar detector and Escort Live are used daily the subscription should auto-renew (at no charge). I drive this car on weekends. I guess every seven days is not enough.
I'm not sure where this person got this information, but it's not correct. I typically use EL only on long drives (perhaps once every few months), and it always works for me, whether it has been weeks or months since the last time I used EL.

Quote:
Lastly and most curiously, the Customer Service rep said Escort cannot refund me the $50 I paid via Escort’s iOS app for the Escort Live subscription (which should have been free) because .... and I quote, “that $50 goes to Apple (or Google) not Escort.”

This amazes me!
This information is correct.

Quote:
Apparently if this is true, Escort hired someone to create an app (the Escort Live app) which will actually collect money from Escort Live radar detector owners for a service which is otherwise free and Escort has no means of refunding the money!!! This amazes me because Escort Live knows when it’s connected via Bluetooth to a Escort Live capable Escort radar detector. The radar detector’s serial number shows up in Escort Live!
I don't have the answer regarding payments made to Apple's App Store or to Google Play. I scratch my head about this, too. However, this question has been raised (and answered) several times on the forum. Escort isn't receiving any subscription payments, so the payments aren't refundable. In this matter, perhaps you can work with Google or Apple for a refund.

Quote:
Assuming Escort wanted (for whatever reason) to allow Apple and Google to collect $50 from their customers … and those funds do not go to Escort, it should have been very simple for the App Developer to filter our, “this person is a Escort customer because they are connected to Escort radar detector,” therefore do not allow the transaction to go through. And then display a screen “Call Escort for a free subscription update.”
I'm not an Escort employee, so I'll have to leave this with Escort. Personally, I think that your idea is sound.

Regards,
TBNTX
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If you need immediate help, please call Escort Radar customer service at 1-800-543-1608, option 2, available from 9am-5:30pm Eastern Time Mon-Fri.
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  #7  
Old 1 Week Ago
flylow7f39 flylow7f39 is offline
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I am not an Escort employee.

I'd think Escort possibly could add something on the screen that says the Live subscription is expired.

Google/Apple are the ones that set refund/payment/ordering policies for the content they sell. Google/Apple has the method of purchase you used when you buy an app from them on file, not Escort.

Escort does not share your personal information, stuff like your serial number, email address, location history and so on, with others if your detector is or is not connected before, during or after a transaction.

No idea how easy or difficult it would be for Google/Apple to allow and verify product serial numbers so they wouldn't be be charged.

For Live keep in mind that Google/Apple is the one that took your money not Escort. Google/Apple is the retailer and takes a cut as all retailers do. If I bought something from say Best Buy and wanted a refund I'd be asking Best Buy, not the manufacturer.

I have no idea if anyone has had any luck at all getting refunds from Google/Apple when it comes to apps. IIRC return/refund policies for software by most retailers is very strict, software sales seem to be pretty much final.

https://support.apple.com/en-us/HT204084
"Request a refund for apps or content that you bought from Apple

Some purchases from the App Store, iTunes Store, Apple Books, or other Apple services might be eligible for a refund. You can use any device with a web browser to request a refund.
How to request a refund

Go to reportaproblem.apple.com.
Sign in with your Apple ID and password.
If you see the "Report" or "Report a Problem" button next to the item that you want to request a refund for, click it.
Follow the instructions on the page to choose the reason why you want a refund and submit your request.

If you can't request a refund on reportaproblem.apple.com

If the charge is pending, you canʼt request a refund yet. After the charge goes through, try to request a refund again.

If you have an unpaid order, you need to pay for that order before you request a refund. You might need to update your payment information.

Get more information about refunds

See how long refunds take.

For more information about refund requests or for other refunds that you can’t request on reportaproblem.apple.com, contact Apple Support.
Problem with a subscription?

You can request a refund. You can also cancel the subscription.
If you or a family member bought an item by accident

If you or a family member bought an item by mistake, set up Screen Time to prevent unintentional purchases in the future. You can require a password for purchases, prevent some types of purchases, or disable purchasing completely. Set up Screen Time.

Refund eligibility might vary by country or region. See the Apple Media Services Terms and Conditions for details. In countries and regions with consumer law protections, users retain their rights under these protections. In Australia and New Zealand, consumers retain their rights under the applicable consumer protection laws and regulations.

Store availability and features might vary by country or region. Learn what's available in your country or region.
Published Date: August 07, 2020"
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Moderators here are not Escort employees.

If you need immediate help give Escort Radar customer service a call at 1-800-543-1608, option 2, available from 9am-5:30pm Eastern Time Mon-Fri.

Last edited by flylow7f39; 1 Week Ago at 05:30 PM.
  #8  
Old 1 Week Ago
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NJRedStingerGT2 NJRedStingerGT2 is offline
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My understanding is that businesses, non-profits, or individuals develop apps usually by hiring an app developer. Thus the business (or non-profit, individual) is in control of what functionality is included in an app, or excluded; not the platform host (Google or Apple in this case) per se. The next step is the app is submitted to the platform and approved (or denied) by the same.

The data exists within EL to know it is currently connected to a EL compatible radar detector. It’s a simple logic statement for the coder to include, “if connected to an authorized device do not process transaction, instead display message “contact Escort via telephone at this number ….”

If Escort developed the app (or hired the app developer) then Escort should take responsibility for the app’s features, functionality and financial transactions that occur via the app.

Escort Live was a prominent factor in my decision to purchase a iX Ci Platform system. It’s disappointing that (as it seems) Escort takes no responsibility for their own app. It’s not about the $50. I can afford that (after all, I have an iX Ci Platform, which is not a small financial investment). It is fully about the customer service experience of Escort’s app charging me for something that is otherwise free … and then have Escort take no responsibility for that transaction.

Whether or not the money was collected by a platform (not Escort) is aside from the point. Whether or not Escort allows all the money to remain with a platform is also aside from the point. When I spent the $50 it was for an Escort service & functionality, not Apple’s.
  #9  
Old 1 Week Ago
flylow7f39 flylow7f39 is offline
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I'd think Escort possibly could add something on the screen that says the Live subscription is expired that states if you own a Live compatible detector/product contact Escort with the serial number for assistance.

If I bought something from say Best Buy and wanted a refund I'd be asking Best Buy for the refund, not the manufacturer.

Thinking this thread has run it's course so I'm closing it. Any moderator can reopen it if they want.
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__________________________________________________ ______________________________________
Moderators here are not Escort employees.

If you need immediate help give Escort Radar customer service a call at 1-800-543-1608, option 2, available from 9am-5:30pm Eastern Time Mon-Fri.

Last edited by flylow7f39; 1 Week Ago at 11:08 AM.
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