3D Robotics Inc

The [redacted] 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 [redacted], 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,
[redacted]

Hi [redacted],Some Companies have different policies and different insurances for their shipped packages. We rely on [redacted] insurance and dependability to deliver our packages, therefor, once the order is out of our facilities, we file a claim with [redacted]. I am really sorry I cannot help any further.

Hi **,
I am sorry we were not able to resolve your situation. Battery life is affected by environment and piloting style, it is common to have less flight time than advertised. The flight time you are getting of 15 minutes is still inside the normal flight times. Regarding 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,

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!

I still get 15 minutes battery life and have also had to spend £160 getting the [redacted] running again I bought it believing I would get 20 minutes without a gimbal 
[redacted]

[redacted] (3drobotics)May 14, 5:29 PMHI [redacted]Hope you are doing great.I would like to apologize for the delay with the replacement on your APM Board . I know this is a disappointment for you, we as a company know that you are very important as customer, we will take this...

as a feedback to improve and provide you in a future with a Great and excellent service like you deserve, we will process the order and start with the replacement process.Once again we truly apologize.Best Regards[redacted]3DRoboticsCustomer Service Advocate.Mon-Fri 8am-5pm PSTCall us toll free: [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
Why would this company not have my address? They shipped the product to me, took the money from my account, and I returned the product with a return label generated by THEM that has my return address. They also have my phone number. These people are either ignorant or they are pulling a sneaky long stall to avoid their promise. I have the courts as recourse if they choose to persist. I'm certain they would love the negative PR I can generate for them. I also have filed a complaint with [redacted], who I hope cancels their merchant use.

Hi [redacted],
Some Companies have different policies and different insurances for their shipped packages. We rely on [redacted] insurance and dependability to deliver our packages, therefor, once the order is out of our facilities, we file a claim with [redacted]. I am really sorry I cannot help any further.

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.

The simplicity of user interface belies the highly technical and complex underpinnings of our products.  Our advanced systems do thousands of computations a second to determine behavior in conjunction with the controls sent by the pilot.  We always work closely with our customers to...

determine the exact conditions when an issue such as this happens.  Reviewing possible technical scenarios to determine root cause takes time.  We haven't completed our analysis to be able to come to a conclusion.  We expect to have a decision before the week's end.  In the meantime, we continue to stay in communications with the customer

Hi **,
I am sorry you have had problems with [redacted], and I want to make sure we resolve them and get you up in the air asap. First I want to understand where we are at with your case. I can see in one of our last emails that you seemed to be happy with [redacted] and no longer in need for more...

parts. Is this correct? 
Have a great Monday!

Hi [redacted],
I am sorry about the situation.I reviewed our system and found your tracking number:
[redacted]
It does show as delivered in your home address. Unfortunately, once the package is picked...

up by [redacted], we are no longer responsible. [redacted] 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.

Hi [redacted],
I truly apologize for the experience you have had and the delay on your replacement order. I have reviewed your new order and a brand new replacement Solo has been shipped out from our China warehouses. You should've received it on the 17th. Please confirm this is...

correct, otherwise I will make sure we expedite an order to you. I 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 [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?

Revdex.com:
I will wait to decide resolution until I hear back from the company again.
Regards,
[redacted]

Review: CUSTOMER SERVICE APPEARS TO BE ON DRUGS AND PLAYING GAMES WITH SERIOUS SERVICE ISSUES.

PURCHASED A GIMBAL THAT FAILED TO PERFORM. MAJOR DOCUMENTS FLAWS WITH THE 3RD SOLO GIMBAL. TOTALLY AN INCOMPETENT PRODUCT. NOT USABLE. EMBARASSING AS IT TURNS LIMP AND JUST BECOMES A MESS.

GOT A RMA FROM [redacted] AND HAVE TROUBLE EVER SINCE.

THIS GUY RETURNS BIZARRE NON-SENSICAL REPLIES. GOES MISSING FOR OVER A WEEK WITH MULTIPLE EMAILS NOT RETURNED.

THE TRAIL OF HIS ACTIONS IS BIZARRE AND HE IS INTENTIONALLY DELAYING CORRECTING MY ISSUES WITH 3RD.

AS A RESULT, I HAVE NO CHOICE BUT TO FILE A COMPLAINT BECAUSE, NOBODY HAS TIME FOR THIS PERSON'S PERSONAL GAMES. I HAVE A PROFESSIONAL BUSINESS TO RUN AND THIS INCOMPETENT CUSTOMER SERVICE REP IS NEGATIVELY AFFECTING IT AND BASICALLY HOLDING ME HOSTAGE WHILE RETURNING USELESS INFORMATION AS A SNAIL'S PACE.Desired Settlement: I'VE WASTED SO MUCH TIME WITH THIS PRODUCT AND INCOMPETENT CS REP, I WANT A FULL REFUND. AVOID THIS COMPANY AT ALL COSTS.

Business

Response:

Hi No [redacted],

Review: I connected the battery near the front door placed it on the ground closed the plastic cove,r had to adjust the wires so the lid will close comfortably, I then closed the lid. I remember the led blinking red I then held it down and it turned red. I stepped back and using the left control I pulled it down to the button right and the blades began to spin. I can't remember the sequence of the led lights sorry. I gently increased the Power of the drone and I moved it around less than 1 cm of the ground. I had no intention to fly this drone higher than my height, as shown in the video. I then pressed the red [redacted] when it blinked I then proceded to move it to the drive way less than 1 meter away as I wanted to try and get it to hover and there was some grass next to it . I placed it down pressed the red [redacted] it beeped I think the bladed kinda trimbled I stepped back, and as before I pulled the controller joystick down and to the right the blades began spinning once again. I gradually gave it power and it took off a little so I immediately dropped the power and it touched back down. I feel comfortable so I intended to try and have the drone hover so I gave it a little more power on the trottle and gently in increments very slowly increase the power as seen in the video. It took off as desired hovered as I was intending. It then suddenly shoot off straight up and hovered I tried to remove all the throttle by pulling the left stick back down but no response. I then moved the controls in all directions nothing. It continued hovering, it was so hight up I can't really say if it was moving left or right much to me it looked still. I continued playing with he controls to see if it would respond nothing for a while about 15 seconds. Then it just flew away nothing I did with the controller could stop the drone.Desired Settlement: I followed the instructions provided the initiate the drone into a flight and for some reason it stopped responding to the controller and flew away. I would like the drone replaced if not I will require a full refund.

Business

Response:

To whom it may concern,

Review: I am trying to obtain an [redacted] from this company. Jan. 16 - order placed. Mar. 12 – our items were finally shipped two hours after I called on 3/12 – apparently our order had been lost and would never have been shipped if I hadn’t called. No explanation was available for why the order had not been shipped. April 11 - I [redacted]’d the bad parts back to 3d robotics. April 16 – [redacted] tracking number indicates the parts arrived at 3d-robotics at 2 PM. April 23 – I called customer service & spoke to [redacted]. He put me on hold again after I gave him the [redacted] tracking number showing that the part had arrived on April 16. My phone call was dropped. When I immediately called back, I spoke to Lou who told me that the parts had priority and would be shipped within 2-3 days. April 30 – I called customer service and spoke to Ivy. She told me our returned parts had not arrived until April 24 which was NOT true. She also told me the replacement parts had not been shipped yet. No other explanation was offered as to why the order had not yet been shipped. May 1 – no [redacted] shipping ID number yet. I tried calling, but received the message that they were only available during the hours of 8 AM to 5 PM PST. I have attempted to call both at 12:41 PM PST and 1:20 PM PST, both times are within their normal business hours. The school year ends at the end of May, so time is precious.Desired Settlement: My desired outcome is to have the parts by May 5, 2015.

Business

Response:

[redacted] (3drobotics)May 14, 5:29 PMHI [redacted]Hope you are doing great.I would like to apologize for the delay with the replacement on your APM Board . I know this is a disappointment for you, we as a company know that you are very important as customer, we will take this as a feedback to improve and provide you in a future with a Great and excellent service like you deserve, we will process the order and start with the replacement process.Once again we truly apologize.Best Regards[redacted]3DRoboticsCustomer Service Advocate.Mon-Fri 8am-5pm PSTCall us toll free: [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], 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,[redacted]

Review: I have experienced very unqualified techs and employees. On 6-30 I took delivery of a [redacted] paid for by Credit card in the amount of $1258.04. After several calls and upon finding their product did not perform to expectations,I finally got an RMA # and repackaged the complete and undamaged product via [redacted] using the labels provided by 3D Robotics. The item was received 7/23/2015. Their 30 day guarantee said they would refund within 10 days, upon being put on hold for over 30 minutes they told me they would start the paperwork and send it to their Berkeley headquarters. I told them I would file a complaint with [redacted]. Subsequent to the last call I received an email asking me if I had a [redacted] accountDesired Settlement: they need to refund to my [redacted] the same way they got their money

Business

Response:

Hi [redacted],

Review: After searching for quite some time I found a 3DRobotics [redacted] quadcopter that was listed as "Like New", according to the seller it had only been repackaged and was in perfect condition. I tend to be skeptic which purchasing high value items so I called 3DRobotics Customer Service, at the phone number provided on their support website. I spoke with a representative of 3DRobotics, "[redacted]". When I told him of the unit for sale that was like new, and that it was from [redacted] Warehouse Deals he said he thought it was covered by the 1 year warranty but he put me on hold to ask his supervisor first. When he came back on the line he assured me it was covered by the warranty, according to [redacted] he spoke with his Supervisor and another customer service representative.

Since I was assured by 3DRobotics that the [redacted] would be covered by the warranty, I purchased it. When it arrived I had a terrible time getting it working. At the time I had to put it aside due to travel for work so I recently started working with it again. The unit simply wouldn't function. After troubleshooting online I found that a connector inside the units autopilot, the "[redacted]" was faulty, it was barely making contact and needed replaced or repaired. I called 3DRobotics and spoke with a different customer service rep (unfortunately I did not write down his name) I told him of the situation, that it wasn't working and where I bought it "Like New" from [redacted] Warehouse. He insisted that it was covered and to email the picture of the broken connection as well as the invoice for purchase to the tech support team, they would handle the replacement/repair. I did just this.

Now the tech team, specifically someone named [redacted] is saying the device isn't covered because it was purchased from [redacted] Warehouse as used. He says the warranty does not apply. He is offering that I pay for a new unit ($200+). When I told him of "[redacted]" he says he must have been confused?Desired Settlement: I want the [redacted] autopilot repaired, just as I was promised by the representative BEFORE I purchased the device and the representative I spoke with AFTER I realized it was faulty. Simply saying [redacted] was confused doesn't cut it in the business world, I wouldn't have purchased the dang thing if he hadn't told me it was covered. I don't care who was confused, or had crappy training. I want to be done RIGHT by the business. Their representative made a huge mistake, they need to take responsibility for their mistake and treat their customers Fairly. A repair of the [redacted] or complete replacement of the [redacted] at no cost to me is acceptable.

On a side note, I was told TechSupport would contact me within 1-3 business days from my original request, it was over a week to get a response, only after I emailed them asking if someone would respond did they finally respond to me.

Business

Response:

HI [redacted],