All in all, I started out as a truly excited believer – but now I cannot justify why I would ever do business with 3DR again. It is not about Solo launch glitches, those can be fixed – it is about the company’s integrity, not so easily fixed.
I have worked for a company that is notorious for bad product launches, but eventually gets the issues fixed, so as an early adopter of Solo, I was not expecting a glitch free launch. However, what I have gotten was not expected.
Honesty & Integrity (not).
- When I pre-ordered my Solo in APRIL the site specifically states that “Orders will be shipped in the order that they are received.” This legend still exists today on the Solo store. The reality is that customers who did not pre order were able to buy at retail stores weeks before my solo shipped AND they got their free 2nd battery at the time they got their Solo (I was told that I would have to wait until mid-July (per Jay Rodriguez) because they needed the batteries to fulfil other peoples orders. Yet they were able to re-stock Best Buy today – before stocking other existing customers). So much for any loyalty to their existing, excited customer base.
- I was told that replacement parts are not available because all available parts were going toward production of new units to fulfill existing customer backorders (by Israel in 3DR customer Service). Yet today Best Buy got new Solos in for retail distribution.
- I was told on June 27th by Trent Scobs that an order was placed for my part and that I would be “receiving the tracking number from FedEx shortly”. That was over 2 weeks ago and no tracking order has been provided.
Communication/Responsiveness (not)
- After Trent’s email of 6/27 there has been no response at all ( point #2 above)
- On July 3rd, a week after not receiving the FedEx tracking number, I sent an email reply expressing dissatisfaction and indicating that I either need to have the tracking number and the part – or – I needed an RMA to return the unit under the 30 day MBG. To this point I have neither.
- I have tried calling Solo numerous times, only to sit on hold for 20 min. and finally get dumped off the line.
- In a final attempt, I have sent emails to everyone that I have communicated with, every alias I could find, and even to Colin – and all are unanswered (although it hasn’t been 3 days J)
World Class Support (not)
- Read 3DRs own description of their support and contrast to points 4-7 above. Do you think that is world class support…or even mediocre support?
- 3DR launched a new product and apparently didn’t reserve any spare parts for support (see point 2 above). At worst case their launch plan didn’t account for massive failures and reserve enough parts…but if that is the case, then why ship more units to retail channels before fixing existing customers issues?
- Calls don’t go through to the support center. Emails don’t get responded to – even in the 3 day timeframe that the automated response system claims. (a pretty low bar for “world class”
So, how did I get to this point?
When I finally received my Solo, during its second flight, on auto, it suddenly took off at its highest speed and ran into some trees, breaking 3 blades and burning out a motor. The logs were went to 3DR and they determined that it was a loss of GPS lock and offered free repair. So far, so good. I had purchased additional blades because I am realistic enough to expect to lose some. I wasn’t expecting my Solo to continue to drive its motor at the highest speed possible after it became stuck and was not making any movement in any direction. And realistically, I would even pay for the motor – if I could actually get one.
When it became apparent that 3DR couldn’t provide the replacement part until well past the 30 day window – I asked Israel for an RMA to return it. Instead of issuing the RMA, he asked for some time to talk to someone who could get me the part. That was 6/25 or 6/26.
Instead of issuing the return RMA, Trent replied with the email stating my tracking number would come “shortly”.
When the tracking number didn’t come in a week, I once again asked for either the tracking number – or – an RMA to return under the 30 day guarantee.
Since then it has been nothing but crickets.
So, what would I have done differently if I were 3DR?
- I would have fulfilled orders in the order in which they were received. Once I realized that I had sold out my production pipeline, I would stop taking pre-orders or at least inform my potential customers that they wouldn’t get their pre-order until after the units were available at retail (OK, I wouldn’t tell a customer that – would you?).
- I would have reserved spare parts from the initial run. If 3DR didn’t that is a rookie mistake.
- When I realized that I had a much higher demand for replacement parts than I had stocked, I would divert some of the parts for new production to support the people that had already paid along with setting an honest delivery date to those still ordering (see point A)
- If I didn’t actually have replacement parts, and a customer wanted his money back guarantee honored, I would have honored that request on the spot – not led him to believe he was going to get a replacement part.
- If I failed to deliver on something that I told a customer, I would pro-actively reach out to that customer and let them know and re-negotiate.
- I would respond to all emails in the timeframe that I (or the automated system) said that I would.
- If I could not respond, then I would adjust the automated reply to a realistic response time (in 3DRs case that seems to be about 10 days).
- If I can’t answer the phones in 20 min…WOW
- If I can’t answer emails in 10 days, I need to hire more people
- I would respond to the customers 2 and 3rd request for an RMA to return under the 30 day money back guarantee.
I have all the emails and screen shots to back this up.
Next stop, the bank to reverse the charges on my Visa. Maybe
that will get a response.
