Poor customer service from 3DR -- Are they becoming another DJI?

Has anyone had any issues completing an equivalent exchange?  A support rep named "Casey Zamora" at 3DRobotics had promised me an equivalent exchange for my rattling transmitter then just tries to file an RMA instead without addressing the equivalent exchange promise?  I even have his statements in e-mail and I quote them in reply.  However the quotes and links I give them are simply not addressed in response.  Has anyone else had similar issues?  How did you handle it?  Is 3DRobotics support simply becoming another DJI?  Should I just fix it myself and ignore the (seemingly worthless) warranty?

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On the first attempt to fly the drone it operated somewhat normal but then suddenly took off into the air hovered for a while and stopped responding to the controller. After a few seconds it  flew away very quickly. Any attempt to stop this action by the controller was off no use as the drone did not respond to the controller.Here is a video of piece of the first flight, https://www.youtube.com/watch?v=1tvQV5ePGxg 

I tried resolving the matter with the company 3DR Robotics but I do not feel the matter was properly dealt with and they cannot properly explain why the Drone stopped responding to the controller.

Im finding out that the 3dr Iris and the x8 I bought was not ready to fly right out of the box. I did not have the catastrophic fly away like you had buy very poor hovering in loiter mode. I had to calibrate the compass, accelerometer, radio and escs AND make sure the newest firmware was installed in the iris. After I did all that it flies fine. I figured the compass was calibrated in china which is not that close to my house!! Not sure if that matters, but after doing the compass calibration it loitered much better.

As far as customer service goes, 3dr makes an attempt at helping you but tends to fall short. I have better luck asking around on this site and having guys read my flight logs. You must connect to mission planner either thru wireless or usb cable to perform the calibrations and access your flight logs.

Feel free to contact me if you have any questions and I would not fly your iris until you do all the above calibrations..

I have to add that it has been quite frustrating trying to deal with 3DR as of late. I have been supporting them for 3yrs now and over that time have purchased an APM2.5, Pixhawk, and an X8, in addition to $100s in radios, misc supplies, etc.

Support has been sporadic at best, but when I have managed to 'get through' they have been quite helpful and usually resolved the issues.

My biggest issue now seems to be lack of product availability and processing time for orders. As someone who is trying to build up a service within our company using their technologies, when I need parts, I need them now. I cannot afford to wait 10 days just for a simple 3 item order to get processed (an order I am currently waiting on that still has not shipped). It seems to me that they have put so much effort and resources into Solo, that everything else has taken a back seat.

Don't get me wrong, I do understand that decisions are driven by the almighty dollar and they see the large 'consumer market' that they want a piece of, but they seem to be doing that at the cost of the market that helped them get to where they are.

A 2-3 day response time for support issues is really unacceptable in this day and age, as is the minimum 5 day order processing notice currently on the website. Maybe once all of the Solo's are in all the Best Buy stores they can start re-allocating resources to keep up the other parts of the business...

Frustrated 3DR supporter...
Warren M

Im going thru the same situation with 3dr. Been waiting on some long legs and some thumb screws for my x8 for a month.Couple times I emailed tech support in the morning and got a reply that same day. But now that the solo is being rolled out, its putting a huge strain on them. And from viewing some of the forums, the solo has some issues that 3dr. had to deal with.
I guess we all need to be patient with 3dr...but its tuff!

So I finally managed to get an RMA done with these jokers and this is the part they send me as a replacement.  Notice the missing spring.  Does this seem like a professional business? And this is when they finally get around to trying to CORRECT a mistake! (Not to mention it took more than a month and over 30 emails to get them to approve the RMA)

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Lol, nice...

To add to my comments above.  I finally decided to call 3DR when after 2 weeks my account still stated 'order complete' and 'pending payment'.  It turns out my payment had to be 'verified' so the order was just sitting in limbo and I guess 3DR is too busy to deal with this on their own.  This happened even though I DID provide verification on a previous order from a couple months earlier!  After I was on the phone for 20mins or so of back'n'forth between parties inside 3DR it was finally decided that my previous verification would be sufficient for this order?!

At any rate, even after this was all done, it still took another 3 days for the shipment to actually go out?!?!

I then asked the fellow I was talking to, who by the way was helpful and did what he could to resolve the situation, how could I avoid this in the future.  He indicated that right after I place an order online, I should call in to verify the order.  HUH ?!?!?  I might as well just call the order in then?

With the Solo's hitting Best Buy, and more 3DR distributors popping up online it sure looks like they are trying to get out of the direct-sell business model.  When I asked the fellow on the phone if the Solo's were now shipping he indicated yes, and my best bet was to purchase one from Best Buy.  That pretty much said it all.

Just my $0.02


Warren

Hi Daniel,

I took a look at your case and I'm sorry about the experience you've had.  Regarding the rattling in your transmitter, I believe we mentioned that we don't have a specific remote problem determination procedure for it.  A rattling inside the transmitter is not a common occurrence so we could potentially spend more time opening up the transmitter and trying to find the offending part.  

Our policy is to make it as simple as possible for our customers.  Most customers aren't interested in opening up a device and search for the loose part.  The simplest way to resolve the issue is to replace your transmitter with a new one.  

I'm sure 3DR has there hands full supporting all the people who impulse bought the Solo at Best Buy and immediately crashed it because they know nothing about how it works. lol...  

So after this whole ordeal, I get this e-mail from the "support team" offering me $50 credit for my troubles. But when I reply accepting the reimbursement they are never to be heard from again. And they will not respond to me by any means.

Professionalism at its finest! LOL
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Support was okay a year ago. Okay meaning they as least found resolution and replaced components in a not-so-timely fashion.

However, recently Customer Support has been horrible. I understand the Support Reps must be overworked, but that is no way to run a business. The trend has been to send a single email everyday, in an attempt to make the Customer feel like the issue is being addressed. However, each email just asks for more detail. Details that are irrelevant. Don't get me wrong, I've spent the last 15 years as a Systems Engineer for the prime contractor of the F16 and F35, so I love detail. But, I also know when I am being strung along. 

I decided to use 3dr components, even though they are more expensive, for two reasons. 1) Quality and 2) Service. Both have been unacceptable, especially service, to sustain a business. 

I love this DIY Drone community, but I'm very disappointed. In the past two years I have purchased 14 Pixhawks/Power Modules/GPS/Compass/Remote LED/USB and several bits and pieces, directly from 3DR, however, I now have to consider alternative products and manufactures. 

My experience was pretty positive, replacement of a motor.  I ordered a new motor, installed and flew for a week and replacement has not arrived.  But honestly I ordered new one because I really knew it would take a long time to get the replacement.  Low expectation = Better result

Did have timely responce from support with email, not great but pretty good given the current flurry of activity.

I gave up going round in circles and asked to speak with a supervisor on 8/19/15...I am still waiting.

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