3D Robotics Inc

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],

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: 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,

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,