In short, they are atrocious and you should never believe a word they say. I contacted them to make them aware of the fact that I needed to repair the unit (under warranty), this was done with 24 days left before I was to go to Guatemala, and ideally it would be shipped back to me before then. They were to send me an e-mail to start the process but failed to do so. As such I had to call them back that same day to get them going. They advised me they needed the serial number of the drone and controller. I gave them what I knew was the serial number of the drone and all 3 numbers listed on the outside of the controller as it wasn't clear which was the serial number. I was e-mailed back the following day and asked for the serial number of the controller with no explanation as to where I could find it. I then found it was behind the battery (INSIDE THE CONTROLLER). This wasted a day but whatever. Once I got the shipping label and sent it, it was stuck at the boarder for 5 days (sent from Canada) because FEDEX forgot to scan it properly, admittedly not 3DR's fault. Once 3DR got it they told me it would be shipped back within the week. When I called on Friday to find out if/when it had or would be sent they advised me that it was supposed to ship that Wednesday but had been delayed for no reason. Then they told me a supervisor would call me back later that day to see if it could be shipped out in the afternoon to avoid having to wait over the weekend. Of course there was no call, so I called back and asked to speak with a supervisor. Again I was told someone would call me back shortly. No call back of course, so I call the next day but now it's Saturday and we'll have to wait until Monday. However I'm assured it will go out Monday. I call back this morning (Today's the Monday in question) and am told it will go out today at 3:00pm. Check in at 3:30pm and am placed on hold while customer service rep calls their shipping department. Stay on hold for 30min until the line is cut off. Call back and ask to speak with supervisor and am told I'll wait 2min at the most, 10min later I'm told a supervisor will call me back. I refuse and demand to know if the item has been shipped and if not, why. After another 5min on hold a supervisor answers and tells me it will be shipped tomorrow. When I press and demand to know why it's not going today he claims that nothing shipped today and he can't tell me as it's an internal issue. I press harder but he outright refuses to explain a thing. Now I have a promise it will arrive 2 days before I depart, somehow I don't believe it.