3D Robotics
Vu Tran
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  • United States
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  • chris lumley
  • J Rose
  • P.Y. Wong
  • Patrick Poirier
  • Bernard J Vanterpool
  • Chopok Loks
  • Andy Piper
  • Ganesh Ram R K
  • Master Decker
  • kevin
  • Ed H
  • Todd Harper
  • Pascal P.
  • Mattias Nyström
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Vu Tran's Groups

Vu Tran's Discussions

Weekend Support Hours

Started Mar 9, 2015 0 Replies

As part of the efforts to improve customer support, 3DR will be offering support on the weekends in the near future.  To ensure that we serve the community most effectively, I'd like to ask which of…Continue

Tags: hours, extended, support, Weekend, 3DR

 

Vu Tran's Page

Latest Activity


3D Robotics
Vu Tran commented on Chris Anderson's blog post New 3DR autopilot: Pixhawk Mini
"Hi Colin, I'll have a team member reach out to you today and work with you and your team.  "
Feb 9

3D Robotics
Vu Tran commented on Chris Anderson's blog post Biggest Solo software update ever: adds Rewind, Augmented Reality, Pano and more
"Hi Rob, we will be releasing Solo Android 2.4 in a few weeks. It will have the Zip, Pano, Return to Me, and Return and Hover. Unfortunately, we're not planning to have AR or Geofence, those features will only be on iOS. As always, all bugs and…"
Jun 20, 2016

3D Robotics
Vu Tran replied to Mauricio's discussion Problems ordering from 3DR website
"Hi Mauricio, Thanks for reporting this.  Our web team found a bug and will be pushing a fix within the hour. :)"
Nov 18, 2015

3D Robotics
Vu Tran replied to Mauricio's discussion Problems ordering from 3DR website
"hi Chris,  Can you send me your order number? I'll check on it and see what's up.  vu@3dr.com"
Nov 18, 2015

3D Robotics
Vu Tran commented on Brad Roekle's group 3DR SOLO
"@DG How long did you wait?  Factory resets wouldn't fix that.  I'd love to walk you through the update.  We can reach out to you if you'd like.  Solo has improved by orders of magnitude from when we launched."
Nov 16, 2015

3D Robotics
Vu Tran replied to Justin H.'s discussion FAA N Number, 3DR roadblock in the group IRIS
"Hi Justin,  I do not believe any of the other manufacturers will provide that document either.  I know there are other folks in the community that have gotten their exemptions with their IRIS+ and Solo so I'll defer to them to tell…"
Nov 11, 2015

3D Robotics
Vu Tran commented on Brad Roekle's group 3DR SOLO
"HI All,  We have been in discussions with DSLRPros for the past several weeks regarding their fulfillment issues with their preorders and have come to an agreement that it will be faster if you place your order directly with 3DR.…"
Sep 26, 2015
Earl Gray left a comment for Vu Tran
"Hello Vu, I emailed you and got a response, but nothing after the first replay.  I saw your post garaunteeing "Anyone who purchases a Solo before July 15th will get a free battery."  And bought one from Best Buy on July 14th with…"
Sep 10, 2015

3D Robotics
Vu Tran replied to Eric Lee's discussion Anyone had problem ordering from 3DR store? in the group IRIS
"Hi, I just checked your order and we had an item on backorder.  I was able to find it and your order will go out today.  Please let me know if there's anything else I can do!"
Aug 4, 2015

3D Robotics
Vu Tran replied to Garrick Merrill's discussion Lack of replacement parts for 3DR vehicles
"hi Scott,  Can you send me an email of your order number?  I'd like to follow up on it and make sure it gets out."
Jul 30, 2015

3D Robotics
Vu Tran replied to Garrick Merrill's discussion Lack of replacement parts for 3DR vehicles
"Hi Nathaniel, Yes, we are listening. We abide by all regulations and laws in all states that we do business in. While we are having our share of support issues at the moment, not standing behind our products with spare parts isn't one of…"
Jul 26, 2015

3D Robotics
Vu Tran replied to Garrick Merrill's discussion Lack of replacement parts for 3DR vehicles
"Hi M.A.N, Absolutely not.  The original post was from May of 2014, I'm not sure if Garrick was able to find a part or not.  But if you have a current need for a part, I can help find it for you."
Jul 25, 2015

3D Robotics
Vu Tran replied to J Rose's discussion Over a month of waiting
"Hi J, Can you send me your order number?  I'll check on it for you.  Please send it to vu@3dr.com"
Jul 25, 2015

3D Robotics
Vu Tran replied to Eric Lee's discussion Anyone had problem ordering from 3DR store? in the group IRIS
"Hi Andy, I'm sorry about that.  I checked my email and inbox but couldn't find any messages from you?  Chris did send me your note and I thought we had taken care of that.  PM'ing you to resolve!"
Jul 15, 2015

3D Robotics
Vu Tran replied to Mark Parker's discussion Are you grounded for lack of parts? in the group 3DR SOLO
"Hi Mark, I'm sorry about this.  We'll absolutely give you a full and complete refund.  I'll also arrange to have a motor shipped overnight to you today if you wish.  Please let me know what you'd like to do.…"
Jul 9, 2015

3D Robotics
Vu Tran replied to Eric Lee's discussion Anyone had problem ordering from 3DR store? in the group IRIS
"Hi Dom, We really do aim to please and I'm sorry we didn't deliver this time.  Please let me know if you have any other issues.  :)"
Jul 7, 2015

Profile Information

About Me:
3D Robotics VP of Support
Please tell us a bit about your UAV interest
Avid Fan and follower
Hometown:
San Diego

Comment Wall (7 comments)

At 1:10pm on October 22, 2014, Todd Harper said…

Hello Vu,

I wanted to personally thank you for your help with my new IRIS+. I had recently purchased it from Adam at Aeroworks Productions and he contacted you this morning regarding the GPS issue I am having with it.

Customer service contacted me and a new IRIS+ is on the way.

I do a lot of aerial filming and photography and the IRIS+ is exactly what I need.

I look forward to being a part of the IRIS group and sharing my experience with it.

Again, thank you very much for help this morning. It is greatly appreciated.

Todd H

At 2:45pm on October 23, 2014,
3D Robotics
Vu Tran
said…

Hi Todd,

I'm sorry about the experience you had, but we stand by our products and I want to make sure you are happy with your decision to be a 3DR customer.

Please let me know if there's anything else I can do.

At 8:39pm on April 7, 2015, kevin said…

Hello Mr. Tran, I am having a few difficulties with some of the Iri+ settings. So i was trying to configure the fat shark Trinity head tracker system via the  fpvlab website.

http://fpvlab.com/forums/showthread.php?7012-Head-Tracker-Radio-Support-List-of-supported-radio-and-instructions

and I thought that the tx that was part of the Iris bundle was a turnigy 9xr, even though its says fs- th9x on the front of the tx. So I tried to follow the instructions via the website for the turngy beleiving thats what brand this was. However Im also see some frsky modules on there. My overall point is, i think i messed upa setting or turned off my rtl switch on my tx. The iris will not rtl at all. also tried the follow me today with no sucess i followed the instructional video from 3dr. i was able to get the iris to elevate up and down and land but could not follow or track the mavlink, i use a samsung s5. 

any help would be greatly appreciated.

Thanks, Kevin

At 8:59pm on April 7, 2015,
3D Robotics
Vu Tran
said…

Hi Kevin,

Please send an email to help@3dr.com and we'll help you out!

At 11:30am on April 8, 2015, kevin said…
Thanks
At 2:13pm on June 24, 2015, Gregg said…

HELLO VU

So if I order a new solo from 3dr how long will it take?

Thanks

At 8:59pm on September 10, 2015, Earl Gray said…

Hello Vu,

I emailed you and got a response, but nothing after the first replay.  I saw your post garaunteeing "Anyone who purchases a Solo before July 15th will get a free battery."  And bought one from Best Buy on July 14th with that specifically in mind.  When I picked it up  in the store was out of batteries and couldn't order one without charging me.  I took the Solo and started to deal with the problem immediately.  

Best Buy originally wouldn't help and I called 3DR, who called Best Buy.  Best Buy eventually offered me store credit, and 3DR (John) also offered me the battery when they came in.  Since they were backordered and  I just wanted the battery, .I took John's offer rather than Best Buy's thinking that would be the quickest route.  I kept pinging 3DR since mid July, and was told to have patience.  In the interim, I also ordered a "non free" battery.  It came, and I contacted 3DR for the free one.  

I was NOW told then (now months later) that I actually wouldn't get the battery after all because the Best Buy promostion ran out  on July 10th.

Vu...You didn't say "Anyone will get a free battery except those that purchase at Best Buy"   or "Anyone purchasing Solo by July 15th, execept for Best Buy which is July 10th" and I acted on those words you did say specifically purchasing the Solo inside the deadline you imposed.   To be told (now that I can no longer return the Solo) that I will not get the $150 battery (efffectively increasing the price by that amount)  is unfair, as you specifically said otherwise.  And yet, that is what I am repeatedly being told by 3DR staff.  

$150 is nothing to sneeze at, but it is also the principle.  I am hoping your word means something, and hoping you will do the right thing by rectifying this situation, by getting me the free battery I was promised.

 30MBG.jpg

Thank You

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