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 youIf 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
Hi [redacted] ,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 [redacted] is in contact with youYou can let him know how you wish to proceedThank you,
Initial Business Response / [redacted] (1000, 7, 2015/07/28) */ Contact Name and Title: [redacted] Customer Manager Contact Phone: XXX-XXX-XXXX Contact Email: ***@3dr.com Hi ***, I am really sorry for the delay of your order and the experience you hadI have reviewed your order and it was shipped on 7/and it was delivered on 7/Please let me know if there is anything else we can do to make this better? You can write to us at ***@3dr.com and just ask for me, [redacted] *** I apologize once more for the delay Initial Consumer Rebuttal / [redacted] (2000, 9, 2015/07/30) */ (The consumer indicated he/she ACCEPTED the response from the business.)
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 rightHave a great (almost) weekend!
I still get minutes battery life and have also had to spend £getting the [redacted] running again I bought it believing I would get minutes without a gimbal [redacted]
[redacted] (3drobotics)May 14, 5: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]
Hi,I am sorry, asking to confirm the address where you want the check to be sent to is just procedureI have asked our accounting department to just use the shipping address on your orderPlease allow 1-business days for the check to be issued and shippedNote, 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 informationI am really sorry for all this delay, we will work on completing this process asap
Hi [redacted] , Some Companies have different policies and different insurances for their shipped packagesWe rely on [redacted] insurance and dependability to deliver our packages, therefor, once the order is out of our facilities, we file a claim with ***I am really sorry I cannot help any further
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 [redacted] and no longer in need for more partsIs this correct? Have a great Monday!
Initial Business Response / [redacted] (1000, 5, 2015/11/04) */ Hi [redacted] , Let me start by apologizing regarding the experience you have had with usI went through your caseWe will honor the Day MBG, I know you are in contact with Diego in tech supportI just want to mention that we might have had a misunderstanding, since we did send you the instructions to pull out the logs on Octto your email [redacted] @gmail.com, but we received no responseI am sorry if we got your email wrongI also want to mention that you spoke to both [redacted] and ***You are right, it would've been better to just have one person follow up your caseWe 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 deservePlease let me know if there is anything else we can do to make this better for you Have a great day,
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 understand the situation, but unfortunately your warranty expired on We can still offer you an HDMI cable that can be purchased directly from usLet me know if you are interested, and I will be glad to get in contact with you regarding the details Best Regards,
Hi [redacted] ,Some Companies have different policies and different insurances for their shipped packagesWe rely on [redacted] insurance and dependability to deliver our packages, therefor, once the order is out of our facilities, we file a claim with ***I am really sorry I cannot help any further
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] ***
Initial Business Response / [redacted] (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 itemsWe 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 / [redacted] (1000, 8, 2015/12/01) */ Hi [redacted] , I am really sorry for the confusion our Product description has caused regarding the compatibility of GoProsI 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 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 openedI am really sorry this wasn't cleared eitherPlease 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 / [redacted] (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$for the Solo drone, extra batteries C$199, sets of extra propellers C$19.99, Solo gimbal C$499, Solo backpack $plus 13% in taxes, and shipping and dutiesThese 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 companyI 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, to her personal emailI will provide her until December 21st (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 / [redacted] (4000, 34, 2016/01/28) */ Hi [redacted] , We sent you a return label back on December 23rdThis is the first time I hear that you didn't receive itI 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 daysThis is not a discount we offer to all subscribers, we only offered it as a holiday promo, but it is not available anymoreI 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 positionYou had requested a full refund and a pre-paid returning labelI worked with what I could to get you both, even though this wouldn't normally be authorizedI am also getting the copy of the check we issued for you to file on the Revdex.com databaseI 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 / [redacted] (2000, 36, 2016/02/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) A full refund for products was received days after it was supposedly sent on the 31st DecemberProducts were shipped back to companySerial number for both drone and controller are as follows: S11AXXXXXXX & AT11AXXXXXXX Overall, experience with the company was substandard, frustrating and stressfulProduct advertising was misleading, even the company's CEO acknowledge that yet "too bad, so sad attitude" prevailedIf you cannot back your products then why bother to stay in business? Poor customer service from managementI 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 limitedI even had the opportunity of having a customer service agent call me back because my call was accidentally droppedDefinitely NOT the case when I dealt with senior management
HI ***, I have reviewed your case and noticed that we did honor the guarantee we had mentioned to youIs there anything else we can help you with? Also, how is your [redacted] working so far?
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 youIf 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
Hi [redacted] ,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 [redacted] is in contact with youYou can let him know how you wish to proceedThank you,
Initial Business Response / [redacted] (1000, 7, 2015/07/28) */ Contact Name and Title: [redacted] Customer Manager Contact Phone: XXX-XXX-XXXX Contact Email: ***@3dr.com Hi ***, I am really sorry for the delay of your order and the experience you hadI have reviewed your order and it was shipped on 7/and it was delivered on 7/Please let me know if there is anything else we can do to make this better? You can write to us at ***@3dr.com and just ask for me, [redacted] *** I apologize once more for the delay Initial Consumer Rebuttal / [redacted] (2000, 9, 2015/07/30) */ (The consumer indicated he/she ACCEPTED the response from the business.)
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 rightHave a great (almost) weekend!
I still get minutes battery life and have also had to spend £getting the [redacted] running again I bought it believing I would get minutes without a gimbal [redacted]
To whom it may concern,We have gotten in contact with the customerWe have replaced his unit as requestedHow can we proceed?Thank you!
[redacted] (3drobotics)May 14, 5: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]
Hi,I am sorry, asking to confirm the address where you want the check to be sent to is just procedureI have asked our accounting department to just use the shipping address on your orderPlease allow 1-business days for the check to be issued and shippedNote, 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 informationI am really sorry for all this delay, we will work on completing this process asap
Hi [redacted] , Some Companies have different policies and different insurances for their shipped packagesWe rely on [redacted] insurance and dependability to deliver our packages, therefor, once the order is out of our facilities, we file a claim with ***I am really sorry I cannot help any further
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 [redacted] and no longer in need for more partsIs this correct? Have a great Monday!
Initial Business Response / [redacted] (1000, 5, 2015/11/04) */ Hi [redacted] , Let me start by apologizing regarding the experience you have had with usI went through your caseWe will honor the Day MBG, I know you are in contact with Diego in tech supportI just want to mention that we might have had a misunderstanding, since we did send you the instructions to pull out the logs on Octto your email [redacted] @gmail.com, but we received no responseI am sorry if we got your email wrongI also want to mention that you spoke to both [redacted] and ***You are right, it would've been better to just have one person follow up your caseWe 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 deservePlease let me know if there is anything else we can do to make this better for you Have a great day,
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 understand the situation, but unfortunately your warranty expired on We can still offer you an HDMI cable that can be purchased directly from usLet me know if you are interested, and I will be glad to get in contact with you regarding the details Best Regards,
Hi [redacted] ,Some Companies have different policies and different insurances for their shipped packagesWe rely on [redacted] insurance and dependability to deliver our packages, therefor, once the order is out of our facilities, we file a claim with ***I am really sorry I cannot help any further
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] ***
Initial Business Response / [redacted] (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 itemsWe 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 / [redacted] (1000, 8, 2015/12/01) */ Hi [redacted] , I am really sorry for the confusion our Product description has caused regarding the compatibility of GoProsI 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 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 openedI am really sorry this wasn't cleared eitherPlease 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 / [redacted] (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$for the Solo drone, extra batteries C$199, sets of extra propellers C$19.99, Solo gimbal C$499, Solo backpack $plus 13% in taxes, and shipping and dutiesThese 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 companyI 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, to her personal emailI will provide her until December 21st (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 / [redacted] (4000, 34, 2016/01/28) */ Hi [redacted] , We sent you a return label back on December 23rdThis is the first time I hear that you didn't receive itI 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 daysThis is not a discount we offer to all subscribers, we only offered it as a holiday promo, but it is not available anymoreI 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 positionYou had requested a full refund and a pre-paid returning labelI worked with what I could to get you both, even though this wouldn't normally be authorizedI am also getting the copy of the check we issued for you to file on the Revdex.com databaseI 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 / [redacted] (2000, 36, 2016/02/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) A full refund for products was received days after it was supposedly sent on the 31st DecemberProducts were shipped back to companySerial number for both drone and controller are as follows: S11AXXXXXXX & AT11AXXXXXXX Overall, experience with the company was substandard, frustrating and stressfulProduct advertising was misleading, even the company's CEO acknowledge that yet "too bad, so sad attitude" prevailedIf you cannot back your products then why bother to stay in business? Poor customer service from managementI 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 limitedI even had the opportunity of having a customer service agent call me back because my call was accidentally droppedDefinitely NOT the case when I dealt with senior management
HI ***, I have reviewed your case and noticed that we did honor the guarantee we had mentioned to youIs 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] ***