in 2015, whenever I had an issue, 3DR support was responsive and helpful. It seems like their way of doing business has completely changed. I'm trying to get a completely dead battery replaced. I spent over 20 minutes discussing the issuing during a painfully slow online chat session with a 3DR representative. At the conclusion, he told me I needed to send a video showing that indeed the battery does not charge. I made the video, then sent it to support.
He then responded saying I now need to send them logs of the dead battery. (So they didn't need the video?) I explained to that I have no logs of the dead battery; it doesn't charge, so how am I supposed to fly the Solo and send him logs? It's a stone dead battery that won't take a charge. He says if I don't follow their process of sending logs, they won't authorize the replacement.
This feels like a whole different company than I interacted with last year. Makes me question whether 3DR is really the company I want to continue with. Has anyone else experienced a decline in their customer service?
He then responded saying I now need to send them logs of the dead battery. (So they didn't need the video?) I explained to that I have no logs of the dead battery; it doesn't charge, so how am I supposed to fly the Solo and send him logs? It's a stone dead battery that won't take a charge. He says if I don't follow their process of sending logs, they won't authorize the replacement.
This feels like a whole different company than I interacted with last year. Makes me question whether 3DR is really the company I want to continue with. Has anyone else experienced a decline in their customer service?
