Hi Guys,
I do not know how many have had issues with 3DR/ udrones customer service. I am quite disappointed with their customer service response:
1. I do not see any customer service number to call/ enquire. I am surprised!!
2. Not completely informative and I have to wait days before getting information on an order/ any issues with an order before even placing it.
3. The udrones website is not completely informative, with broken links, lack of information on money payment methods on checkout (udrones).
Also, I wanted to avail coupon code as I am ordering for an institution project, but they do not provide coupon code for udrones (which is again, part of 3DR linkage, if I understand correctly). They earlier said they would, but later said the information was incorrect from their side. I am ordering Quad-D frame assembled arducopter which is not available directly on 3DR. The International FedEx shipping charges at udrones is 136$, more than twice at 3DR and this can't be combined with products bought at 3DR simultaneously!
I completely respect APM and have my contributions via forums too where ever I can, but having ordered a product, must go hand in hand with an informative website and an available customer service when you need them.
Hope this really improves!
Regards..
Replies
I have really liked the live chat feature of HobbyKing. Maybe 3DR should consider this. However, try and get Hobbyking on the phone, or the CEO of the company on forums and see how far you get...
There is no doubt 3DR is kind of in its infancy right now and has growing pains, but compare it to the customer service of other international hobby suppliers and they are pretty good.
I do think that every email should be answered in less than an hour during normal business hours, however. This needs to be a priority.
I had a recent rather crap experience with 3DR support too... my APM2 and MinimOSD blew up just after Xmas so I
Given one of the major reasons to pay the extra for a 3DR board is the so called support (vs a RCTimer or other clone), I don't feel I'm getting the love... or the value to justify the difference in cost!
I also agree with the point that each support contact should have a unique Id so it can be tracked and prioritised. I'm sure over new years is a busy time, but the support was very adhoc. If I knew my request was being tracked and I was in a line, I would have been much happier about it!
Hi,
I had a very good experience with my order on 3D robotics store web site. They answered my enquiries before and after my purchase. Emails were answered always within 24hrs. I was delilvered fairly quickly in Europe (Fedex) for a full kit 3DR quad+electronics. I do not remember the price but was not as high as what you mentioned. So, very pleased with them until now.
Further I do not think it is fair to point publicly in a forum at a bad service quality based on your single opinion. Did you first try to contact 3DR to discuss your complains ? this, I think, does not reflect the overall opinion. As a proof just see how many people are satisfied on this forum by the excellent reactivity and support provided by 3D robotics personnel (e.g. : Chris, Randy and and all the others).
By the way , I am not a shareholder of 3DR. Just my humble opinion.
Hugues
http://store.diydrones.com/aboutus.asp
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But the best way to get help I find is via email, I have never had to wait more then one business day.
on udrones homepage
I can't speak on the international shipping rates.
I just noticed that there is a huge disparity for International shipping rates between 3DR and udrones.com. In 3DR, there is FedEx economy shipping that costs 36$, the shipping rate at udrones is 136$.
I do not understand why this is so, if that is a mistake or is it due to some shipping reasons?
Regards..