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  #1  
Old June 7th, 2013
mspk1111 mspk1111 is offline
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Default IMPORTANT your SmartRadar will be denied any warranty repair WITHOUT a reciept

I recently contacted escort through a live chat to get replacement sticky tape because my mounts keep falling down. During the chat I was asked for my serial number. I own two smartradar's one was bought off ebay and the second was a present from best buy. Luckily the issue was with the one from best buy. However, I was informed because the serial number system used for the SmartRadar lacks a dash with 4 numbers after they have no way of verifying the purchase without a copy of a receipt. For me this is a HUGE issue. I was given the radar as a birthday present from a family friend. I am not going to approach him and ask him for a copy of the receipt, that would just come across and rude and ungrateful. I was told that basically without a receipt no warranty work could be done. Obviously none of us were informed of this during our purchase. So if you lost your receipt you better find a way to get a copy and keep it safe. If like me you got it as a present and don't want to go asking for a copy then you are SOL. I just went to squaretrade to buy an extended warranty on the bestbuy radar in case it fails at some point and I am obviously going to be denied coverage. Luckily it only cost 30 dollars. Below is the transcript. I have taken out any identifying information.


info: Welcome 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 13 seconds. Thank you for waiting.
info: You are now chatting with 'Bilal'
Bilal: Hello. Is there something I can help you with today?
you: Hi, I have a smart radar and the bracket that holds the radar to the windshield and the display to by rearview mirror have lost their stickiness. They have started falling off every few days and I have to stick them back on. Is it possible for me to receive replacement brackets?
Bilal: did you purchase the Smart Radar from us?
you: No I did not
Bilal: where did you purchase the unit from?
you: It was a present but I believe it was purchased form best buy
Bilal: do you have the serial number on the unit?
you: One second
Bilal: sure
you: 44******
Bilal: should be a dash and 4 numbers at the end of that
you: There is not. It just says S/N 44******
Bilal: are you looking at the unit?
you: Yes
you: There is a white sticker with a barcode on it. Under the barcode is the serial number
you: There are no dashes in the number
Bilal: ok. if you can get the receipt that shows where and when the unit was purchased we can send you out replacements
Bilal: just call our customer service at 1-800-964-3138 option 2 and we can set that up
Bilal: would just need to fax that to us and we send those to you.
you: Since it was a present I did not get a reciept
you: I don't think the person that gave me the gift wanted me to know the price of the gift
you: is the serial number not enough?
Bilal: gotcha. typically we can but the number has a a dash and 4 numbers on the end of it
Bilal: we can go off of that
Bilal: but your saying does not. so next thing would be the receipt
you: so anyone that receives a smartradar as a gift can not get any warranty claims because they don't have a reciept?
you: I just don't want to be rude and go to a family friend and ask them for a receipt
Bilal: not what I said
Bilal: we can go off the serial number which has the dash with four number which provides the manufactures date if not then we require the receipt info or you can call sales to place the order for adhesive. but for free replacements that is what we need
you: But the radar was produced without this serial number
you: if in a few months I have an issue and need to send it in for repair will I be able to with just the serial number on the radar?
Bilal: the number is always produced with those last 4 so for service would be be same case
you: I can send you a photo of the back of my radar, it does not have those numbers
you: It is also not printed anywhere on the box with a dash a 4 numbers
Bilal: 44******- 0312 or something like that is what you should see
you: I own two smartradars and I just looked at both of them, neither of them has a dash with 4 numbers after
you: I don't believe the smartradar was manufactured with that standard for serial numbers
you: Thank you for your help, but I think you need to contact someone internally about this. I doubt all smartradars were bought for personal use. This could be a potentially huge headache for someone that buys it and gives it as a gift only to find out they can't get any warranty service.
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  #2  
Old June 7th, 2013
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TBNTX TBNTX is offline
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Escort requires sales receipts for any product that was purchased from an authorized third party. Escort doesn't require a receipt if the product was purchased directly from them.

I want to underscore purchases from authorized resellers. Items purchased on eBay, and are not sold by Escort or by an authorized reseller, will not be warranted.

If the SmartRadar was a gift from Best Buy, the purchaser should have requested a "gift receipt" for return or warranty purposes. You may want to ask the gift giver to either provide you with the original receipt, or return to BB and request a gift receipt. BB will issue a gift receipt to the buyer, even weeks later, if the buyer can produce the original sales receipt.
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If you need immediate help, please call Escort Radar customer service right after they open at 9:00 A.M. Eastern time, at 1-800-543-1608, option 2. Wait for the pause following the message and use the option for a call-back.
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Last edited by TBNTX; June 7th, 2013 at 02:26 PM.
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  #3  
Old June 7th, 2013
mspk1111 mspk1111 is offline
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Quote:
Originally Posted by TBNTX View Post
Escort requires sales receipts for any product that was purchased from an authorized third party. Escort doesn't require a receipt if the product was purchased directly from them.
I must of misunderstood during the chat then. So even if my smartradar did have a serial number with a dash and then 4 numbers I would still need a receipt either way to prove it was bought from an authorized retailer?

My understanding from the chat was that if it had the 4 extra number it would be covered as long as it was bought at an authorized retailer. For example, below are two serial numbers. One from an x50 one from the box of a smartradar. As you can see the x50 has more numbers. My understanding is that with the extra 4 numbers they can track where a product was bought from and then offer warranty services without a receipt. The Smartradar does not have these 4 extra numbers and therefore requires a receipt. Is this understanding incorrect?

Also, I understand your point about asking for a gift receipt. In most circumstances that would not be an issue. In my particular situation this would not come across in a good manner, even if I said it was for warranty purposes. I would rather just spend the extra money and have square trade cover the warranty than insult the gift giver.
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Last edited by mspk1111; June 7th, 2013 at 02:47 PM.
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  #4  
Old June 7th, 2013
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TBNTX TBNTX is offline
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Quote:
Originally Posted by mspk1111 View Post
I must of misunderstood during the chat then. So even if my smartradar did have a serial number with a dash and then 4 numbers I would still need a receipt either way to prove it was bought from an authorized retailer?

I was under the impression that if you had a radar with a serial number that contained a dash and then 4 numbers then no receipt would be necessary since they could track where it was sold from. I don't have any other escort radar's so I just thought the smartradar was produced with a different S/N naming convention.
A sales receipt will always be required for warranty service, unless it was purchased directly from Escort. Sales receipts from authorized sellers will include a partial serial number, sufficient for warranty purposes.

AFAIK, the serial number patterns used on Escort's products are the same, whether they are sold by authorized resellers or by Escort directly. I'd would have asked EscortRadar (the forum's Admin) to confirm this first, if he were available, but I know that he's out of the office until Monday. If there are other moderators or knowledgeable forum members who can speak to this point, please let me know.

FOLLOW UP: I just talked with Brian @ Escort Sales. He confirmed that Escort cannot determine from where one of their products was purchased using a serial number.
Me: Are the serial numbers on Escort's products patterned differently between the items sold directly by Escort, and those that are sold by authorized resellers?

Brian: No, we can't tell by a s/n where it was sold.

Again, I'll defer to the more-seasoned Moderators and experienced users to comment, but I think that you've gotten some bad information.
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-------------------------------------
Moderators here are not Escort employees.

If you need immediate help, please call Escort Radar customer service right after they open at 9:00 A.M. Eastern time, at 1-800-543-1608, option 2. Wait for the pause following the message and use the option for a call-back.
-------------------------------------

Last edited by TBNTX; June 7th, 2013 at 02:57 PM.
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  #5  
Old June 7th, 2013
mspk1111 mspk1111 is offline
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thanks for the clarification. I was not aware that this was an escort warranty policy. I thought it was just because my radar was not numbered in the conventional method for serial numbers.
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  #6  
Old June 7th, 2013
Rocky2 Rocky2 is offline
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TBNX is correct, Escort required me to have a sales receipt for a 9500i that I needed repaired even though it had only been out 6 months. They want t to prove you didn't get it from a unauthorized seller mostly and to prove your still in the warranty period. I got mine from Best Buy also and if the person that got it for you used a Best Buy card they can still print you out a receipt.

Last edited by Rocky2; June 7th, 2013 at 03:28 PM.
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  #7  
Old June 7th, 2013
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Cusp Cusp is offline
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I may have tried pretending there was a dash 4 characters from the end. Ask the rep to run it that way.
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  #8  
Old June 10th, 2013
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EscortRadar EscortRadar is offline
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Quote:
Originally Posted by mspk1111 View Post
thanks for the clarification. I was not aware that this was an escort warranty policy. I thought it was just because my radar was not numbered in the conventional method for serial numbers.
There is nothing unusual about your SmartRadar. SmartRadar does not have the four digit code at the end of the serial number. You will need to provide a proof of purchase for warranty service of your Escort Inc product, not just SmartRadar. I believe that Best Buy can print out a "gift receipt" that will show the purchase date of the SmartRadar but not the price.
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  #9  
Old June 11th, 2013
GoDuke GoDuke is offline
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Quote:
Originally Posted by EscortRadar View Post
There is nothing unusual about your SmartRadar. SmartRadar does not have the four digit code at the end of the serial number. You will need to provide a proof of purchase for warranty service of your Escort Inc product, not just SmartRadar. I believe that Best Buy can print out a "gift receipt" that will show the purchase date of the SmartRadar but not the price.
Hey Larry, just a suggestion/question. If people purchase an RD from an authorized retailer, can they submit a copy of their receipt along with their registration (the way squaretrade does) so they don't have to worry about losing their receipt in the future
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  #10  
Old June 12th, 2013
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EscortRadar EscortRadar is offline
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We accept copies of your proof of purchase.
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Escort Radar customer service is available from 9am-5:00pm Eastern Time Mon-Fri at 1-800-543-1608 or you can fill out a repair form and we will contact you.
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