Discussions

Bad IRIS+ and Horrible 3DR Customer Service

Posted by Luke Kuschel on May 13, 2015 at 7:44am

I bought an IRIS+ that had everything wrong with it, I’m not kidding, EVERYTHING.

Tall legs didn’t fit, Radio had no communication with the vehicle, no telemetry, no flight data, couldn’t arm the motors, and when I finally got them to arm, I could disarm them.  Rotors wouldn’t spin when armed and some wouldn’t spin until half throttle.  I couldn’t update the firmware and it seemed like none of the calibrations would stick.  It took 2 weeks for Tech Support to get nowhere with me.  All I got was a drone that gets possessed, hops around, and crashes all on its own…yeah. Finally, I had to deal with the dreaded Customer Support…what a waste!

I shipped it out to get it fixed/replaced 9 weeks ago!

I’m on my 11th week and still no IRIS+ in my hands.  This all started from an Out-Of-The-Box-Failure of the IRIS+.  WHY DON’T I HAVE A NEW ONE IN MY HANDS!!!!  If I was running this business I would have sent out a new one NEXT DAY air, not wait 3 MONTHS and counting to do nothing.  Now I’m off to start my vacation and I don’t have my IRIS+ to capture the views.  THANKS FOR NOTHING 3DR!!!!

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Tags: 3dr, atducopter, bad, batch, customer, fail, radio, radios, support, of
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Replies

  • Luke Kuschel May 14, 2015 at 9:28am

    I've been told 5 times from 5 different people on 5 different occasions that my IRIS+ is shipping out by the end of the week, which ever week I was calling, and I would get an email confirmation.  That was never the truth, the truth was that nobody knew what the other person or department was doing, so they would make something up and I would wait...months.  Three days ago someone said it was shipping out later that day and I would get an email confirmation...the day ended and a new one began, no email.  But wait, what's this?  An email from 3DR stating the IRIS+ had shipped when they said it was going to.  It seems the e-mail was late but the shipping date was correct.  So now, after almost 12 weeks, I have my IRIS+.  Once I get back from my vacation I'll see if it flies this time.

  • Martin Reed May 13, 2015 at 1:58pm

    That sucks! Have you reached out to 3DR for an update? Sometimes using twitter can get things moving a bit quicker since it's more public: https://twitter.com/3drobotics

    3DR (@3DRobotics) | Twitter
    The latest Tweets from 3DR (@3DRobotics). 3DR makes Site Scan, the industry leading drone data platform for construction, engineering, and mining tea…
    • Luke Kuschel > Martin Reed May 14, 2015 at 9:29am

      I don't have twitter but I like the idea.

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