3D Robotics Inc

Review: I have been flying quads for years - buying, building and flying. I started researching the [redacted] about 4 months ago and really liked the features that it had. Especially the autonomous flight modes, which I had been incorporating into my photography business as I have worked with [redacted] to name just a few. I had used [redacted] in the past and those things are like people on crack, you just don’t know what they are going to do. So I sold them and got the [redacted].

So two months ago I purchased an [redacted] along with a [redacted] and the [redacted]. I kept a [redacted] in it all the time for my work. Yesterday was such a pretty day, and I didn’t have any clients so I decided to go take a quick flight. I went through the pre-flight check list provided by you guys like I always do and all was good. Took off on 11 Sats. Was flying flawlessly but about 3 mins. into flight it started to descend. I was flying in manual mode so I gave it full throttle to get it back into the air as it was approaching a river very quickly. I had no control over the [redacted] whatsoever. I tried RTL to see if it would ascend and come home. It was only about 75 yards from me. Nothing I did would allow me to get control over it. It just continued to descend right into a large river. Tried to recover it but it is gone.

I had over $1,000.00 dollars in my [redacted] which is now living somewhere comfortably at the bottom of a river. If I had known that there were issues such as this I would have passed on getting the [redacted]. Not only can I not use it for my clients listed above, I can’t use it for other clients as well. I do not have another quad as I had put all my faith into the [redacted].

This wasn’t a bad luck flight. It didn’t get rammed by a bird or take a lightning strike. This was a complete failure on the [redacted] and I am so disappointed at myself for maybe making the wrong decision to transitioning to your quads.Desired Settlement: Since the [redacted] Quadcopter failed on its own I would like a replacement quadcopter. There was a gimbal attached along with a [redacted] and [redacted]. I am not asking for the additional items to be replaced just the quadcopter.

Business

Response:

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

Consumer

Response:

I will wait to decide resolution until I hear back from the company again.

Regards,

Review: I ordered 3dRobotics' smart drone "Solo" back in June. The unit, plus the gimbal plus a hard case and extra battery cost more than $1800. But I saw this as an investment for my business. The drone took seven weeks to arrive. It hasn't worked right from the first day. The gimble didn't arrive until the middle of Septmeber (shooting video is useless w/o the gimbal). When I installed the gimbal per the instructions there was no video signal. When called their support department on Sept 22nd, I was told to ship the product back to them and they would replace it with a brand new one. I printed out the label as advised and sent it the very next day. I have made multiple calls to them - at least four - to check on the status. Each time they tell me there is some mix up, they apologize and let me know that a new one will be shipped out but that it "might take a while because it is coming from China". Their original reason for the delay was that the RMA# that was issued was wrong and they said they corrected it. Finally, on Oct 19 I received a package, but not from China. It was from San Diego. They sent my old one back to me. I called them again today. Once again they apologized for the oversight and said that a new RMA will be issued and that a new one will be sent. I have zero confidence that they will follow through.Desired Settlement: I would like them to send me a new Solo as promised and expidite the shipment. This is a tool I use for my business and it is the least they can do.

Business

Response:

Hi [redacted],

Review: I have contacted 3d robotics or 3dr numerous times about the [redacted] I purchased. I have had multiple problems with it from being to glitchy to the [redacted] view kit not working. Every time I call I have to hold for at least 20 minutes. However, that's not the real problem, once someone answers my call and I explain to them my problem they say "I need to get a technical support agent, can you please hold?" While I am holding yet again I always get disconnected or I get the message which says please call back during business hours. 3dr advertises great customer service/support which is completely wrong, they have the worst of all quad copters I have had. This quad copter has never been crashed. I have video of all my flights to prove it. They offer 20 day satisfaction guaranteed, well I am not satisfied.Desired Settlement: I either want a full refund of my money because they offer 30 day satisfaction guarantee.

Business

Response:

We were able to find the original assistance request from the customer on 5/5/2015 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 ([redacted]) on 1/8/2015-The Customer was advised of the 90 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.

Consumer

Response:

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. The business still did not send the part which [redacted] said they did. Only after I made this complaint and called them again did they send the part. Only once I truly receive the part will I consider this complaint resolved. Their 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,

Review: Placed an order on Thursday 3/26. As of 3/31, the order has still not shipped, despite my bank account having been debited for the full amount of the transaction. I just learned through a very frustrating phone call with their support that they are holding all shipments until Friday 4/3 (earliest) due to an 'inventory', and refuse to offer me any additional information or promises at this point.Desired Settlement: I have paid for the order and for 2 day shipping. I now expect 3D Robotics to make good on their part, by putting it in the mail immediately, or providing me with a real estimate of when they can, along with a reimbursement of shipping fees with no reduction in requested service.

Business

Response:

Good day,