3D Robotics, Inc.

Initial Business Response /* (1000, 5, 2016/01/21) */
Contact Name and Title: *** Support Manager
Contact Email: ***@3dr.com
Hi ***,
I am really sorry for the delay on your refund and for your experienceI have reviewed your case and it seems that your refund has been completedCan
you please confirm this has been reflected on your credit card?
We are working hard on avoiding this situations and improving our supportHope you can give us another chance
Thank you for your patience,

Initial Business Response /* (1000, 5, 2016/01/21) */
Contact Name and Title: *** Manager
Contact Email: ***@3dr.com
Hi ***,
I reviewed your case and I can see that one of our tech support agents is still in contact with youWe can authorized your copter to be replaced, but it would
have to be with a refurbished unit since our logs tell us that the flight area had some buildings that caused the GPS lossOur refurbished units are tested and have a performance equivalent to a new unitLet me know if this would work out for you
Thank you for your patience!
Initial Consumer Rebuttal /* (2000, 7, 2016/01/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I contacted the person who responded and worked with her for the solutionAt first, she couldn't do it but later on she agreed on my requestI totally appreciate their effort and looking after their customers from head office

Complaint: ***I am rejecting this response because:it's not acceptableSincerely,*** ***

I reject the offer A free cable should be sent to me. Complaint: ***I am rejecting this response because:Sincerely,*** ***

Hi [redacted]
I apologize for the situation. We are usually very strict when it comes to our policies, but I do understand that you have the right to receive a functional Gimbal replacement. I have authorized a replacement to be sent to you. We will contact you today with further information. Please...

remember to contact us in within 10 days after receiving your replacement to let us know if there is something wrong with the Gimbal, otherwise, we won't be able to replace it. 
Thank you and have a great day!

I am sorry you were not satisfied with our offering, but unfortunately the warranty has expired months ago and there is nothing else we could offer you. If you reconsider the option and wish to buy an hdmi cable, please contact us at [redacted] and we will be glad to help you with this transaction.

Initial Business Response /* (1000, 16, 2015/08/18) */
Hi [redacted],
I sent you an email on July 28th, and then another on August 3rd, in the hopes that we could get to an agreement. I haven't gotten a response from you, but I would like to set things right for you. Please contact me at...

[redacted]@3dr.com so we can get to a resolution.
Thank you!

Initial Business Response /* (1000, 8, 2015/12/01) */
Hi [redacted],
I am really sorry for the confusion our Product description has caused regarding the compatibility of GoPros. I have reported this to our store manager so we can have a clear description that does not cause any misunderstandings....

We have an understanding with Best Buy regarding our 30 Day Money Back Guarantee, so we could've issues the RMA code and you should've been able to return it even if it was opened. I am really sorry this wasn't cleared either. Please write an email to [redacted]@3dr.com (thats me!), so we can get to an agreement on how we can proceed to both of our satisfaction.
Customers are our priority, and I am really sorry we have not performs as expected, but I want to make it right.
Initial Consumer Rebuttal /* (2000, 10, 2015/12/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Hi [redacted],
As requested, I am writing to you in regards to the complaint I had made to Revdex.com concerning my 3DR Solo's compatibility and performance issues.
As I have indicated in my letter, I had paid C$1299 for the Solo drone, 2 extra batteries C$199, 2 sets of extra propellers C$19.99, Solo gimbal C$499, Solo backpack $199 plus 13% in taxes, and shipping and duties. These were all purchased at a Best Buy store in Canada where drones are not returnable once the packaging has been opened (see link http://www.bestbuy.ca/en-CA/help/article/hc1075.aspx). I am willing to send all the items back if you send me a return shipping label so that I can ship the items back to your company. I will be coming home to Chula Vista for the coming holidays but I am not willing to bring the items with me as I purchased them in Canada and please understand that it would also cost me money again to bring them over in the flight so a shipping label is a must!
Another alternative that I would propose would be to send me a replacement product that is fully compatible with my GoPro or a GoPro camera that will be fully compatible on the drone (only as a final option and only if you agree to extend the warranty since we can both agree that I have NOT fully utilized the product due to it's compatibility and performance issues).
Sincerely,
[redacted]
Above reply was sent to [redacted], Customer Service Manager of 3D Robotics on December 7th, 2015 to her personal email. I will provide her until December 21st (14 days) to accept my proposal or for her to propose a reasonable agreement after which I will pursue other legal avenues to deal with my complaint at which point I will also request that this case be also reopened.
Final Business Response /* (4000, 34, 2016/01/28) */
Hi [redacted],
We sent you a return label back on December 23rd. This is the first time I hear that you didn't receive it. I will have an agent send you another one so you can return your products.
Once more, I am sorry, but we can not offer you more than 20% + free shipping valid for 90 days. This is not a discount we offer to all subscribers, we only offered it as a holiday promo, but it is not available anymore. I really wouldn't mind giving you the 20% off valid for all year long, but we cannot authorize 50% off.
I am sorry you feel I am incompetent and not suited for my position. You had requested a full refund and a pre-paid returning label. I worked with what I could to get you both, even though this wouldn't normally be authorized. I am also getting the copy of the check we issued for you to file on the Revdex.com database. I will make it available as soon as the accounting department gives it to me.
I am sorry this had to end this way, I really wish we had gotten to a middle ground.
Final Consumer Response /* (2000, 36, 2016/02/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
A full refund for products was received 30 days after it was supposedly sent on the 31st December. Products were shipped back to company. Serial number for both drone and controller are as follows: S11AXXXXXXX & AT11AXXXXXXX.
Overall, experience with the company was substandard, frustrating and stressful. Product advertising was misleading, even the company's CEO acknowledge that yet "too bad, so sad attitude" prevailed. If you cannot back your products then why bother to stay in business? Poor customer service from management. I would have expected much better from the management staff since their front line customer service staff were much better in dealings with issues considering the fact that their authority in regards to dealing with customers was limited. I even had the opportunity of having a customer service agent call me back because my call was accidentally dropped. Definitely NOT the case when I dealt with senior management.

Initial Business Response /* (1000, 7, 2015/05/18) */
5-18-15
Sent via email:
Good Morning [redacted]
I really do apologize for the grievance you are going through.
Unfortunately, our fulfillment system as a whole is going through upgrades, as part of those upgrades our fraud verification has...

also been modified of some sort.
The reason your order has been flagged is because in the past you have placed orders through Paypal and you changed payment method with a different shipping address, that raised a flag in our fraud detection system and that is the reason why you are being asked to verify.
Our intent is not to lie to our customers, unfortunately it is an automated system that will let us know that something unusual is going on with some orders, we have stated that we might require verification and further review in certain orders as stated on our Terms, I have attached the link below (If you go to our website you will find it by scrolling all the way down on the homepage):
http://3drobotics.com/terms/?_ga=1.XXXXXXXXX.XXXXXXXXXX.XXXXXXXXXX
I will help you verify your order and get your product shipped shortly if you help us removing the Revdex.com complaint you have placed.
Again, I'm really sorry that this have caused you stress, however, we will work with you to get it resolved to your satisfaction.
Let me know if I can help you with anything else.
[redacted]
Verifications
Initial Consumer Rebuttal /* (2000, 9, 2015/05/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The above response was not sufficient, and I explained why in a detailed email back to 3DR. Their customer service manager responded with an email containing a sincere apology, a detailed explanation of what had happened, and an acknowledgment that this wasn't handled appropriately. I am satisfied that they will change both their approach to potential fraud detection, and more importantly, how they handle communications with customers when this is an issue.
Their response came across as sincere, and I can understand people with good intentions making honest mistakes. I think they'll do better next time, and I very much appreciate their honesty.

Initial Business Response /* (1000, 7, 2016/01/21) */
Contact Name and Title: [redacted] Support Manager
Contact Email: [redacted]@3dr.com
Hi [redacted],
I am really sorry for sending your order with the wrong items. We will contact you today to confirm if you still have not gotten your order (if not,...

we will make sure it ships tomorrow). I would also like to offer a refund of the complete order as compensation for your patience.
Thank you for your understanding,

Initial Business Response /* (1000, 7, 2015/07/28) */
Contact Name and Title: [redacted] Customer Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@3dr.com
Hi [redacted],
I am really sorry for the delay of your order and the experience you had. I have reviewed your order and it was shipped on...

7/7 and it was delivered on 7/11. Please let me know if there is anything else we can do to make this better? You can write to us at [redacted]@3dr.com and just ask for me, [redacted].
I apologize once more for the delay.
Initial Consumer Rebuttal /* (2000, 9, 2015/07/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/11/04) */
Hi [redacted],
Let me start by apologizing regarding the experience you have had with us. I went through your case. We will honor the 30 Day MBG, I know you are in contact with Diego in tech support. I just want to mention that we might have had...

a misunderstanding, since we did send you the instructions to pull out the logs on Oct. 26 to your email [redacted]@gmail.com, but we received no response. I am sorry if we got your email wrong. I also want to mention that you spoke to both [redacted] and [redacted]. You are right, it would've been better to just have one person follow up your case. We will more careful, as this is confusing for our customers.
I am hoping you give us another chance, and I assure you we will do out best to give you the support you deserve. Please let me know if there is anything else we can do to make this better for you.
Have a great day,

Hi [redacted],
I understand the situation, but unfortunately your warranty expired on 2016. We can still offer you an HDMI cable that can be purchased directly from us. Let me know if you are interested, and I will be glad to get in contact with you regarding the details.
Best Regards,