SATISFACTION GUARANTEE AND WORLD CLASS SUPPORT? (3DRexibit1 pic) (please note phone numbers)
I beg to differ. Hello fellow 3DR owners and lookers. I must be right up front to start, I feel betrayed and left out to dry by 3DR. My experience with 3DR customer support has been 2nd to none, in a bad way. But back to the very start of this, and please, you be the judge. Am I over reacting?
On Monday evening, March 30th, I landed my Iris+ that I had purchased on March 1st, disarmed it, opened the battery door, disconnected the battery and when I closed the battery door, one of the hook clips on the side of the battery door broke clean off. Disappointed, I went inside to my computer to go to the 3DR website and read their warranty. Convinced that this little problem was a covered issue and I was well within the 90 day timeframe, the next day I made my first of at least 4 unsuccessful attempts to contact 3DR by phone.
First attempt at approx. 1:00PM on Tuesday. I dialed their toll free number, 855-982-2898, where after listening to ALL the options, I chose to simply "...remain on the line for the next available rep...". At about 90 seconds into the call, the answering system interrupted the music, quoted the email address and suggested I either email 3DR or "call back during normal business hours. Thank you" and hung up. Remember, it is 1:PM local California time, and unless that recording was meant to be some sort of April Fools joke, it was during normal business hours on April 1.
STRIKE 1
Enter 3DR rep Monica and fast forward several emails, as that was indeed the only way I was able to contact customer support. For reasons I fully expect to disclose later, I tried to contact her via the phone number in her email signature. (see pic 3DRexibit2) Please, any one, try dialing that phone number and report your result. The recording, ...this number has been disconnected ... please hang up and try again..., might be what you will hear.
STRIKE 2
Enter 3DR rep Casey as an irate and anger customer again tries to contact 3DR at their (858) 225-1414 number. First try, answering machine, bla bla, please wait for the next available rep. Short wait and I hear it ringing again. 3DR rep Carlos answers, "Hello, 3DR. My name is Carlos. How can I help". I say "Hello Carlos, My name is Tom", but Carlos can not hear me. No matter how loud I yell at the phone, Carlos keeps saying "Hello, Hello". STRIKE 3! OK, that was important both as another missed connection for 3DR as well as where Carlos is referred to in an email that I really meant Casey. I immediately called again, this time to speak with 3DR rep Casey. Please note that he has in his signature the incorrect combination of the toll free and regular telephone number twice. (3DRexibit3 picture) STRIKE 4
How many strikes will it take to get a battery door replacement? The strike count is currently well over a dozen and includes 3DR employees from the telephone customer service rep to the email support rep to the CEO, Mr. Anderson himself, whom I also contacted through this sites IM.
Mr. Anderson, I know it's only been 3 days since you became aware of this case and ask for additional info. That info was sent, as requested over 2 days ago and no response from you. 24 days since I first contacted 3DR for a warrantied replacement battery door and counting.
How long should I have to remain grounded? Someone want to tell me? The broken part was delivered to 3DR bout 10 days ago with the RMA, but not a peep from ANYONE at 3DR. Can I say I'm PI$$ED, because I know I can't say what I really think about 3DR right now? Am I over reacting?
Replies
Spare parts for the IRIS aren't easy to come by, there are some resellers scattered around the globe with replacement legs and major components but not the little stuff.
I've given up on my 3DR support attempt to purchase a replacement front GoPro adapter here in Europe or from 3DR official and will instead DIY a solution.
Its nice to see the CEO cares, but it should never have gotten that far!!
Update: This morning I found 2 emails from 3DR. I have been told that my replacement battery door part(s) will be shipped out on Monday. Thank you Mr. Anderson for your follow up response. Everyone reading this understands that when the CEO of a company the size of 3DR has to personally tend to a battery door replacement, something along the line was broken. I will also send the VP from 3DR that responded the link to this thread, in the hope that they can respond to and get the support teams email signatures cleaned up.