3D Robotics Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolvedThe business still did not send the part which *** said they didOnly after I made this complaint and called them again did they send the partOnly once I truly receive the part will I consider this complaint resolvedTheir overall customer service has been a disappointment as they have hung up on my multiple times which I have the emails and call logs to prove
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

The *** is doing great now, I wanted to cancel/close this case once it was
taken care of but couldn't find a way to do so Thanks again!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

background-attachment: initial; background-size: initial; background-origin: initial; background-clip: initial; background-position: initial; background-repeat: initial;">We were able to find the original assistance request from the customer on 5/5/and per the information on the ticket, the customer was taken care of in a timely manner and following proper guidelines-Troubleshooting and diagnose was performed on unit by a technician.-Agent advised of what the issue is and requested proof of purchase (which the customer provided)-The unit was purchased through 3rd party (***) on 1/8/2015-The Customer was advised of the day warranty period from our end-His warranty expired 4/8/2015-The part needed to fix the issue and have the unit flying was offered at no cost to the customer by the agent even though customer is out of warranty.-New order created for the needed part.
Please, take all of this information into consideration when providing final resolution

Hi ***,
I am really sorry for the delay of our actions and not getting the refund back to you in a timely mannerI have reviewed your case and our credit card system does not allow us to give you a refund back to your credit cardWe have tried to contact you to get a name and
address where we can send a check toI know this is not ideal, and I truly apologize for thatIf you prefer any other way of refund, please let me know and I will make sure we work on thatI know our agent *** is in contact with youYou can let him know how you wish to proceed.
Thank you,

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.My complaint can only be resolved when I have received the items paid for. Please ship the items immediately! Regards,*** ***

Hi No ***,
I am really sorry for your experience with usI want to make sure that we made it right for youI can see that we shipped a replacement Gimbal last Friday, please confirm that you received itPlease let me know if there is anything else I can do to improve your
experience with usHope you had a great weekend!

Hi **,I am sorry you have had problems with ***, and I want to make sure we resolve them and get you up in the air asapFirst I want to understand where we are at with your caseI can see in one of our last emails that you seemed to be happy with *** and no longer in need for more partsIs this
correct? Have a great Monday!

Hi **,I am sorry we were not able to resolve your situationBattery life is affected by environment and piloting style, it is common to have less flight time than advertisedThe flight time you are getting of minutes is still inside the flight timesRegarding the motor failures, I haven't seen any new support ticket opened regarding this issue, but I will have a tech support engineer contact you to determine why you are having problems with your motors so we can replace them asap.Thank you,

Good day,
We are truly sorry for any inconvenience our inventory has caused to our customer.
We indeed are trying to do our best to deliver his parcel.
We had sent an email regarding this situation to our customer yesterday
at 3:56pm PSTPlease find a copy of the email sent by one of our agents:
Trent Yesterday 03:pm
Hi ***We are really sorry for this inconvenience, we are doing our best at the moment to ship all the orders we have in cue due to the inventoryI completely understand your point of view, and for 3D Robotics we like to make these things right for you, so right now we are going to put your order on shipping emergency status so you can have priority this coming Friday, we also refunded your shipping charge of $because of this situationWe appreciate your attention and understandingIf there is anything else we can assist you with please let us knowBest Regards*** ***
Customer Support8:am - 5:pm PST*** ***We are certainly working the best we can with this situationWe have already provided the information customer was requiring in this Revdex.com complaint since yesterday, such as a reimbursement of the shipping value of: $usd and placed the order as urgent, so it can be shipped out on Friday on the first shipment batch. Please feel free to contact us directly if there's anything else we can do to help on this case.
We appreciate your assistance and understanding.
Best regards,
*** *** Customer Advocacy TeamQ A Analysis & Trainer8:am - 5:pm PST*** ***3D RoboticsNOTE: Please find attached a copy of the refund we made for customer yesterdayWe kindly ask you not to make public these detailsThank you

Hi ***,I truly apologize for the experience you have had and the delay on your replacement orderI have reviewed your new order and a brand new replacement Solo has been shipped out from our China warehousesYou should've received it on the 17thPlease confirm this is correct, otherwise I will
make sure we expedite an order to youI apologize once more, and hope once you receive your Solo, you will love it so much that you will give us another chance to make this right.Have a great (almost) weekend!

Hi ***,I am sorry about the situation.I reviewed our system and found your tracking number:***It does show as delivered in your home addressUnfortunately, once the package is picked up by ***, we are no
longer responsible*** is usually very dependable and honors their insurance when a package is lost; but when it has been delivered, they won't cover the package. I am truly sorry, but I won't be able to help you any further

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[I had packages from *** that were supposed to be delivered on the same day Both items showed as delivered at the same time but neither of the items were actually delivered to my address For the other item, I contacted the company that I ordered the item from and they replaced it without me having to contact *** I ordered this item from you and you chose *** as the shipper Your shipper didn't deliver the item I ordered from you and I expect a full refund from you I hold you, not ***, responsible Any resolution other than a full refund is not acceptable]
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me I also confirm that I have received a refund of my shipping costs, as indicated in the business' response I will wait for confirmation of shipment by Friday of this week, at which time I will consider this complaint resolved
Regards,
*** ***

Hi [redacted],I reviewed your situation, and we spoke to Fedex. They do have the correct weight registered for the package, therefor I am authorizing the replacement Gimbal to be shipped to you asap. I apologize for the inconvenience of this situation. One of our agents will contact you soon.Thank you...

for your patience and understanding.

Hi [redacted],I am really sorry for the delay of our actions and not getting the refund back to you in a timely manner. I have reviewed your case and our credit card system does not allow us to give you a refund back to your credit card. We have tried to contact you to get a name and address where we...

can send a check to. I know this is not ideal, and I truly apologize for that. If you prefer any other way of refund, please let me know and I will make sure we work on that. I know our agent [redacted] is in contact with you. You can let him know how you wish to proceed. Thank you,

To whom it may concern,We have gotten in contact with the customer. We have replaced his unit as requested. How can we proceed?Thank you!

HI [redacted],I have reviewed your case and noticed that we did honor the guarantee we had mentioned to you. Is there anything else we can help you with? Also, how is your [redacted] working so far?

Hi,I am sorry, asking to confirm the address where you want the check to be sent to is just procedure. I have asked our accounting department to just use the shipping address on your order. Please allow 1-3 business days for the check to be issued and shipped. Note, we will not be able to issue a check is there is an open claim with [redacted]. I will let you know if this is the case as soon as our accounting team confirms the information. I am really sorry for all this delay, we will work on completing this process asap.

Hi No [redacted],I am really sorry for your experience with us. I want to make sure that we made it right for you. I can see that we shipped a replacement Gimbal last Friday, please confirm that you received it. Please let me know if there is anything else I can do to improve your experience with...

us.Hope you had a great weekend!