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 firstname.lastname@example.org 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.