Has anyone been successful in getting 3DR to honor their money back guarantee?

[rrmccabe]

I am with Ryan on this.

There is a 30 day return. Its not the OPs responsibility to fix a failed aircraft before returning it. 3DR admitted it was a component failure on the Solo that caused it and not his fault. They told him the would ship the parts and didn't follow through.

What value is anyway. Is 3DR going resell it as new all fixed up? Makes no sense to me at all. After getting no response to communications I would just call my credit card company and dispute it.

And for what its worth I tried to call 3DR 10 times yesterday throughout the day and never got through. This is not the OPs problem.

 

[Ian [P13]]

Let's see the logs posted here then take a view.

I'm >guessing< this has been flown with poor GPS (i.e. say HDOP over 2), that being the case the OP would have a good degree of responsibility for the crash too, I'd guess given the initial firmware didn't handle the loss of GPS well, 3DR has decided to take the responsibility to repair the Solo anyway. >If< that's the case it's what I'd deem six of one., half a dozen of the other.

3DR tend to lean in the customer's favour on decisions even where applying "the letter of the law" they could decline offers on the basis of user error, the fact they are offering a repair but not a refund suggests to me that's the case. The 30 day refund isn't intended for crash, smash and then cash, it's for people to test the Solo and return it in working condition if it's doesn't appeal to them.

In 3DR's shoes, I'd be tempted to give the OP his money anyway, if he's so impatient and doesn't even appreciate the fact he's being offered a repair for a crash, they'd probably be better off without his custom.

 

[Jubalr]

I am with Ryan on this.

There is a 30 day return. Its not the OPs responsibility to fix a failed aircraft before returning it. 3DR admitted it was a component failure on the Solo that caused it and not his fault. They told him the would ship the parts and didn't follow through.

What value is anyway. Is 3DR going resell it as new all fixed up? Makes no sense to me at all. After getting no response to communications I would just call my credit card company and dispute it.

And for what its worth I tried to call 3DR 10 times yesterday throughout the day and never got through. This is not the OPs problem.

Correct. If 3DR diagnosed a problem on their end then he should get the RMA and refund. Where he wasn't right was relying on email and giving up after a few days and having a garage sale on the Solo. If unable to get through after trying a couple days in the morning, I would have shipped it back with a tracking # and signature required and took pictures of the content and packaging. Then I would have got it resolved through PP or Credit Card used.

 

[rrmccabe]

Yea the garage sale is out of frustration and makes no sense.

But in defense of his email attempts. I tried 10 times yesterday throughout the day to contact 3DR. 3 times I timed out the 20 minute hold and got the message about the best way to contact us is via web/email <the method he used>.

So its not always easy to get through to them. I don't remember the details now but seemed like he had done his due diligence at contacting them. He was OK with getting replacement parts from them and they said they would send the parts and they didn't. Once again I don't remember the details but this isn't over a day or two. Their lack of follow through is over a week. Still no parts.

Course I might be remembering it wrong now

 

[Jubalr]

He still could have gotten a refund. Unless he walked into their office and paid cash..

 

[rrmccabe]

OK I have obviously merged this with another issue thread. I thought they would not do a RMA until he replaced the POD.

This stuff is becoming a blur. I am out on this one !

 

[ChrisM101]

Here's an unorthodox method to fix this... Order another from Best Buy use 12 months no interest best buy card, when it comes in pick it up...
Then return the crap one after 24 hours... Problem solved.

 

[GoodnNuff]

Im not saying that the way it went down was ok. In fact I was angry about the B&H order I have talked about in other threads. What I find whiny is that he accused 3dr of flat out lying to him and and not being an ethical company because solo showed up at best buy before he got his. My point was that I am sure best buys orders came before any of ours and that they probably did exactly like they said they would and ship in the order they were received.

I agree 100% with your post.

 

[GoodnNuff]

My negativity regarding the whole situation is wearing on me, I have to do better than 3DR.

So I will part out my Solo to try and get some of you back into the air. I started a new thread on Solo Help.

You'll part your new Solo out because your too effing impatient to wait for a replacement part.

Yeah....that'll show 'em!

 

[RyanG]

So.. not to stoke the fire any further.. but Once it's fixed, do you think they will issue the refund or try and get the OP to try it again and just keep trying it?

I had a few issues today, but I am certainly waiting on the gimbal to ship before I am making any judgements..

Ryan G

 

[DodgeP]

I was able to get Tia Carerra so not all hope is lost!

 

[GoodnNuff]

So.. not to stoke the fire any further.. but Once it's fixed, do you think they will issue the refund or try and get the OP to try it again and just keep trying it?

I had a few issues today, but I am certainly waiting on the gimbal to ship before I am making any judgements..

Ryan G

I think if the OP wanted a refund at this point, he would be able to get one.

Sorry I am very suspicious of some posts after spending some time on the RC Groups Solo forums and seeing the trolling on that forum.

 

[Jubalr]

Looks like 3DR is giving him a refund or motor.. His Choice... Posted yesterday..

Reply by Vu Tran 17 hours ago

Hi Mark,

I'm sorry about this. We'll absolutely give you a full and complete refund. I'll also arrange to have a motor shipped overnight to you today if you wish. Please let me know what you'd like to do. I've also sent you an email as well.

 

[Kabz]

Listen, it takes a while to get through to some people.
Looks like 3DR is making good, and might be reading all this discourse, but this is why I chose them.

Funny we are so wrapped up in another users issue, but from the get go it seemed that there were communication failures with what he actually wanted done (repair or return, or both, or what?)

The fact is, out of ALL the Phantom/Inspire folks I have chatted with -- you got a problem? Wait 6 weeks, at least.

Granted they may have motors and parts for sale so you can repair yourself, but would you be able to send logs after a test flight, just to make sure everything is okay, like you can with 3DR? (not rhetorical, I really don't know how/if DJI handles logs even for weird behavior of the bird)

The poll seems to speak for itself too.
Fact is, I am flying free time (even though I've pretty much committed to this UAV system) until my gimbal arrives. Then another 30 days after that to return everything if you desire.

Glad you updated us on the issue Jubalr.
Hope the OP is satisfied!

 

[Earldgrayjr]

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).

1. 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.
   
   
2. 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.
   
   
3. 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)

1. After Trent’s email of 6/27 there has been no response at all ( point #2 above)
   
   
2. 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.
   
   
3. I have tried calling Solo numerous times, only to sit on hold for 20 min. and finally get dumped off the line.
   
   
4. 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)

1. 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?
   
   
2. 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?
   
   
3. 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?

1. 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?).
   
   
2. I would have reserved spare parts from the initial run. If 3DR didn’t that is a rookie mistake.
   
   
3. 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)
   
   
4. 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.
   
   
5. 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.
   
   
6. I would respond to all emails in the timeframe that I (or the automated system) said that I would.
   
   
7. 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).
   
   
8. If I can’t answer the phones in 20 min…WOW
   
   
9. If I can’t answer emails in 10 days, I need to hire more people
   
   
10. 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.

This is down right eerie. This is almost exactly the experience I have had, both technically, as well as with support. Almost EXACTLY!!! The biggest differences are the names.

Though you have documented in your post more completely, You can see some of my experiences and communication in a thread called "Finally!!" Where I start off bright eyed and hopefull, and end up where you are. As of late last night, I sent a follow up email asking how I return the Solo and cancel the rest of my order.

I like being leading edge, but I am not a masochist.

And I really can't imagine how so many people say they have "world class" service, unless they actually haven't used it.

A phone system that automatically hangs up on you after 20 minutes? Really?

No available parts? Really?

Days to respond to emails? Really?

In my case, they also keep trying to find ways of saying the Solo tumbling down with no stick inputs was me, even though the logs show otherwise.

And just last night I received an email from 3DR to "go to the website and order motors" when clearly that isn't even possible.

World class? Hardly... Apple? Yes. Amazon? Yes. 3DR? No.

I am also a DJI customer. They have legendary bad support. I thought (based on their advertsing) 3DR was going to pin their hat on service, and that was a major reason I chose the Solo over a more mature platform. I SOOooo wanted to believe that.

I am completely disillusioned now.

And because there is one other vendor with service even more horrible than yours (although they have parts) does NOT somehow make your service "world class".

 

[GoodnNuff]

I've owned an Iris+ for 8 months and now on Solo #2 (which is problem free, btw), but have experienced nothing but "world class service" from 3DR.

With my Iris+ I made a 4 minute maiden flight, then 2 minutes into my second flight, the thing dropped from the sky at 80 meters like a rock. Totally destroyed. Sent the logs, issued an RMA, and within 10 days of the crash, I had a brand new Iris+ (the first one had a crappy ESC). Same with the first Solo with its controller issues - 3DR's response was quick, an engineer (Imalia) spent over an hour on the phone trying to trouble shoot the problem, the only glitch was the time it would have taken 3DR to replace my first Solo, so I went through Best Buy for the replacement.

I think 3DR bit off more than they can chew, and probably did release the Solo's a bit before they were ready. But I can't complain about their service, and just wished everyone could experience the level of customer care I have with 3DR.

 

[Earldgrayjr]

Let's see the logs posted here then take a view.

I'm >guessing< this has been flown with poor GPS (i.e. say HDOP over 2), that being the case the OP would have a good degree of responsibility for the crash too, I'd guess given the initial firmware didn't handle the loss of GPS well, 3DR has decided to take the responsibility to repair the Solo anyway. >If< that's the case it's what I'd deem six of one., half a dozen of the other.

3DR tend to lean in the customer's favour on decisions even where applying "the letter of the law" they could decline offers on the basis of user error, the fact they are offering a repair but not a refund suggests to me that's the case. The 30 day refund isn't intended for crash, smash and then cash, it's for people to test the Solo and return it in working condition if it's doesn't appeal to them.

In 3DR's shoes, I'd be tempted to give the OP his money anyway, if he's so impatient and doesn't even appreciate the fact he's being offered a repair for a crash, they'd probably be better off without his custom.

Nope. Mine had 10 sats and an hdop NEVER over 1.6. In open space with no obstructions.

The Solo spontaneously went into ALT HOLD (they first tried to say I put it in pause, but I proved otherwise) then spit a "horiz variance" error and a few seconds later TUMBLED out of the sky, with almost zero stick. From a flat hover with only slight stick tweaks. It dropped about 18 feet in about a second, while going side over side and end over end.

I am experienced, with 30+ years in electronics, avionics, computers, and beta testing everything you can imagine.

This was the craft. Not me. I know that, if you don't. I now have 2 bad motors, and no ETA for repairs. .

My tlog file (as well as much of my experience) is posted under the thread "finally!!"

Given several significant delays, a faulty product, very bad support, and no parts, and a 30 day window. 3DR has really given me no real choice but to send it back.

I sincerely hope your experience is better.

 

[Rodney Johnson]

Man o man O man,, I step away for awhile and I come back to this,,

Let me make some popcorn,, this porno is getting good,,

I had wrote an email to 3DR about a week ago explaining to them that I have been in this hobby/business for about 40 years now, , so I'm not a nob, , Told them the truth, , honest personal
"Experienced opinion" on the Solo,, as I do feel I am qualified buy now. .
I told them it has GPS flaws and flight time don't match what was advertised and a list of other problems that most people probably don't even see because there new to this,,

I told them, , don't bullshit a bullshiter I have been in this toooo long.

I asked for a RMA and told them there are no scratches dents or splatters.

Within a day I was given a thank you for an honest feedback and sorry for any inconvenience that this may have cost Email..... so that was nice. ..

I also recieved an RMA and I am waiting on receiving a return postage label that I should have on Monday. ..

So it didn't cost me to get it, , I flew it for a few weeks and didn't like what I seen and they are paying shipping back. ..

I personally don't see any issue. .
It might take a week to get things straight but big deal, , I know I'm not the only person 3DR has to deal with right now, ,

There are a lot of unhappy customers right now and I (Choose) Not to be one. ..

Why? I'm going to get my money refunded so big deal if it takes a few days or a few weeks. .
I'm sitting out in my shop building another hex and enjoying the weather.. My blood pressure is good and I have airplanes, helicopters, quadcopter, hexacopters cars and boats and more to build... so do you think this hobby is worth a heart attack... it's only a hobby.. don't worry life can be worse....
You can always fold yourself a paper plane....

 

[DesertEagle]

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).

1. 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.
   
   
2. 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.
   
   
3. 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)

1. After Trent’s email of 6/27 there has been no response at all ( point #2 above)
   
   
2. 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.
   
   
3. I have tried calling Solo numerous times, only to sit on hold for 20 min. and finally get dumped off the line.
   
   
4. 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)

1. 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?
   
   
2. 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?
   
   
3. 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?

1. 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?).
   
   
2. I would have reserved spare parts from the initial run. If 3DR didn’t that is a rookie mistake.
   
   
3. 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)
   
   
4. 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.
   
   
5. 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.
   
   
6. I would respond to all emails in the timeframe that I (or the automated system) said that I would.
   
   
7. 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).
   
   
8. If I can’t answer the phones in 20 min…WOW
   
   
9. If I can’t answer emails in 10 days, I need to hire more people
   
   
10. 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.

Glad you got it sorted out. With the amount of fayboy attacks, this forum is starting to remind me of the Phantom 2 forums back in the day. "How dare he attack our idol, let's get him" LOL truly sick.

 

[Raybro]

Good grief! I see some whining going on here!!
Want some cheese......LOL