So after waiting nearly a week for someone to answer my email about my GPS unit not working I decided to call 3DR. Chris answered the phone and tells me to email them email@example.com for a RMA. When I asked Chris how I get them to answer a email he told me you just have to wait for them to email you back!!
I always have had great service with 3DRobotics, especially when I have to return a hardware for them to look. My primary contact was thru email and while it took them awhile to respond (I have to send a couple more emails), usually within that week, an RMA # is already generated and my hardware is already on its way to 3DR. I would charge that to the fact that the dudes and gals at 3DR were busy with the APM 2.0 production. I would like to commend Carmen at 3DR for an awesome customer service; she were always helpful in my past issues.
My advice is just be patient and follow up with emails if you don't get and aswer within a day. That had worked for me. They will surely address your concerns and 3DR will never let you down. That said, I rest my case.
We will see, I have sent three emails since last Wednesday without a response. I don't work in there business but if the company I work for handled customer service like that we would be out of business.
I will never order from 3D Robotics again! "Usually ships in 1-3" days means you wait weeks on end with no communication about stock status. The stock status has to be a relatively simple thing to maintain.
My first APM power module had such a bad solder job on the deans connector I should have just threw in the towel then.
Thanks for a really aggravating experience 3DR!!
3DR Sales Tel. (858) 225-1414
Thanks for that number. I have left messages there as well.
I just received this e-mail regarding my order. I guess asking twice, and on the third time within 2-1/2 weeks I get the response, my order isn't the only one. Yikes! Now that is a professional comment.
Note: I miss read my second response when Daniel said the product should arrive on Wednesday or Thursday this week. I was thinking shipment would be no later than Thursday. After his comment, I re-read his second e-mail and he said shipment would begin on Friday. That was my fault, but his comment is unacceptable.
Also, his first e-mail stated the product was to be shipped no later than last Friday or Monday. Oh well, we will see if this Friday will hold true.
Per Daniel's third response from 3DR:
Thank you for contacting 3D Robotics Customer Support.
I don't want to sound rude, but your order xxxxxxxxxxx, is not the only order we had on hold. We had quiet a lot of them, yes the items are back in stock but we are shipping a lot of orders. We will get to yours soon. Please wait patiently, we will email you when the order ships out.
Please let me know if you have any questions or concerns.
This is how it works.
1.Take care of your biggest customers first
2.Don't tell perspective buyers you don't have something
3.Hope the majority of buyers will put up with delays and bad customer service (becuase they usually do)
4.Get all mad like it's the customers fault
I just got a response back from customer service. They're slow but they are there and took care of my issues. Thanks Chris.
I have had issues with 3DR in the past, but have never had an email not replied, and always within their time scales, and they have been helpful and flexible when issues have arisen.
For example, as a one-off, they shipped me a replacement APM for my RMA'ed one first - by courier - so I could complete some 2 time-critical filming windows and a prototype testing window with no downtime (which would have been 2-3 weeks had I shipped mine, then waited for the replacement). That was very trusting of them, and I am very grateful. It restored a lot of faith.
Their customer service has been good for me, and Chris A is on the ball with escalation, even though it's not his area. (A management escalation contact within fulfillment who read this forum would be great Chris, so we don't need to keep bugging you! :-))
My issues have usually been with their order fulfillment; orders wrong, strange and unexplained delays, defective units, inflexible and expensive shipping options. Yes, every company has these, but 3DR seems to get it wrong quite a lot. Getting this right will save them the customer service workload, and reduce reputational damage. This is where Chris and his management team should be directing their efforts (IMO); no point having the funkiest new tech on the market, if your success rate getting to that market is less than 99%.