??What's the problem with 3dR responding to help/warranty e-mails??

In this past year my group has purchased a 3dR quad and three of the latest X-8's. In each case the units have been RTF and in the case of the X8"s loaded with all the options. Earlier in the year 3dR would respond to an e-mail or phone call but it seems all they'll do now if ship a part after an order comes in.

I've made two e-mail inquiries to 3dR in the past two weeks, one with a question about software and the latest about a defective gimbal and FPV system, neither of which has elicited a response. Does one have to get their attention though a credit card carrier to obtain some level of response? I'll be making a final e-mail inquiry tomorrow followed up with a phone call. Failure to receive a response to those will bring a quick follow up call to my credit card carrier to initiate a dispute over defective equipment.

I'm involved with a couple of other MR forums and had previously been quite defensive about negative comments referencing the rapid decline in 3dR's customer service. It appears I have some retractions to make after my own experiences have indicated the rants at other locations have been correct. Failure to respond to customers had been up to now a DJI trait. I'm sorry to see the condition spreading to what had been a fairly upstanding company.

An update on my issues with 3d Robotics, and it's all good!

Of late I've been reading quite a bit of negative press about customer service at 3D Robotcs. I even managed to experience some of the bad myself after purchasing an RTF X8 that had a couple of poor performing accessories. All that changed today. Big time!!

I was having issues receiving any return contact after a few "contact Us" e-mails to 3dR. I finally gave up with the e-mail thing and found the time in the middle of the day to make a call to their customer service line. I should note that about a week ago I had read in another forum that 3dR had just made a change in their service manager, with the new being a Mr. Vu Tran. The call didn't go all that well at first after making contact with a receptionist, but viewed from their perspective I suppose it was fair they had a shot at qualifying my experience and knowledge and level of systems understanding before making any promises. I got a little worked up, which I do all too easily, and the receptioninst transferred my to Mr. Tran.

After a few minutes of qualifications on both ends, and an admission from 3dR they were having some issues with their contact e-mail server, more discussion was made regarding the issues I was experiencing. Due to my work schedule conflicting with continuing any further with the call Mr. Tran suggested he have one of the company Technicians give me a call at 4:00 pm sharp. I agreed with quite a bit of skepticism about hearing from them at all. Much to my surprise at exactly 4:00 pm my phone rang with a 3dR Tech on the other end. We patiently walked through some settings to assure the Tech I had done my part correctly, which he agreed I had. The tech agreed they would send out some new parts and that I would return the defective parts using their return shipping label.

Before the day was out I received an RMA number and instructions to return the old parts before they would ship the new. Here's the great part. Mr. Tran, without any prompting, saw the e-mail from the service department to me and changed the sequence to them shipping first and me returning after receipt. It doesn't get any better than that!! By the next day I had a Fed Ex return shipping label e-mail in my in box with instructions for 3 different ways to get it printed out and ready for use. There was also a shipping notification from Fed Ex showing parts on the way.

I can't say it will be this good for everyone but from my discussions with Mr. Tran they are aware of the bad press they have acquired and the need to clean things up. If my experience is going to be representative for people in the future I think we have a top notch vendor that's looking to do what's right for the customer and boost their business and customer loyalty in the process. 3dR is working hard to make things better and I can't say enough good things about the way my situation was handled.

Thanks 3d Robotics! You made it high up on my list of good places to do business with! My special thanks to Vu Fernando, and Nathaly at 3D Robotics. You folks did it right.

Replies

Tim July 30, 2014 at 9:53pm

I figure I'll chime in. I've had to ping tech support and customer service a number of times over the past 4 months. I must say, they have always been responsive and very pleasant in doing so. Even the hand-offs between people have worked well. This includes an RMA for a faulty part. I have not had to chase them whatsoever.

My 2 cents.

Tim
- hotelzululima > Tim July 30, 2014 at 10:41pm
  
  I too have to agree.. I have had pretty much first rate support out of customer service at 3DR...
  
  hzl
3D Robotics

Vu Tran July 16, 2014 at 10:13am

HI Patrick,

I'm sorry that you're having a bad experience with our support. Let me check with my support team and I will get back with you directly. I'm sure we can work together to resolve the issue.

I am investigating some intermittent issues we're having with our contact form on our website. Your input on this would also be very valuable and greatly appreciated. Also for future reference, you can also get to our support support center by emailing us directly at help@3drobotics.com.

Vu Tran
3D Robotics
Director of Support
- Patrick Roy > Vu Tran July 17, 2014 at 9:02pm
  
  An update on my issues with 3d Robotics, and it's all good!
  
  Of late I've been reading quite a bit of negative press about customer service at 3D Robotcs. I even managed to experience some of the bad myself after purchasing an RTF X8 that had a couple of poor performing accessories. All that changed today. Big time!!
  
  I was having issues receiving any return contact after a few "contact Us" e-mails to 3dR. I finally gave up with the e-mail thing and found the time in the middle of the day to make a call to their customer service line. I should note that about a week ago I had read in another forum that 3dR had just made a change in their service manager, with the new being a Mr. Vu Tran. The call didn't go all that well at first after making contact with a receptionist, but viewed from their perspective I suppose it was fair they had a shot at qualifying my experience and knowledge and level of systems understanding before making any promises. I got a little worked up, which I do all too easily, and the receptioninst transferred my to Mr. Tran.
  
  After a few minutes of qualifications on both ends, and an admission from 3dR they were having some issues with their contact e-mail server, more discussion was made regarding the issues I was experiencing. Due to my work schedule conflicting with continuing any further with the call Mr. Tran suggested he have one of the company Technicians give me a call at 4:00 pm sharp. I agreed with quite a bit of skepticism about hearing from them at all. Much to my surprise at exactly 4:00 pm my phone rang with a 3dR Tech on the other end. We patiently walked through some settings to assure the Tech I had done my part correctly, which he agreed I had. The tech agreed they would send out some new parts and that I would return the defective parts using their return shipping label.
  
  Before the day was out I received an RMA number and instructions to return the old parts before they would ship the new. Here's the great part. Mr. Tran, without any prompting, saw the e-mail from the service department to me and changed the sequence to them shipping first and me returning after receipt. It doesn't get any better than that!! By the next day I had a Fed Ex return shipping label e-mail in my in box with instructions for 3 different ways to get it printed out and ready for use. There was also a shipping notification from Fed Ex showing parts on the way.
  
  I can't say it will be this good for everyone but from my discussions with Mr. Tran they are aware of the bad press they have acquired and the need to clean things up. If my experience is going to be representative for people in the future I think we have a top notch vendor that's looking to do what's right for the customer and boost their business and customer loyalty in the process. 3dR is working hard to make things better and I can't say enough good things about the way my situation was handled.
  
  Thanks 3d Robotics! You made it high up on my list of good places to do business with! My special thanks to Vu Fernando, and Nathaly at 3D Robotics. You folks did it right.

This reply was deleted.

Discussions

??What's the problem with 3dR responding to help/warranty e-mails??

Replies

Activity