- Joined
- Mar 12, 2016
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One of the IMUs in my less than one month old Solo died. Ticket was opened to 3DR including logs from the controller. They determined right away that it was a dead IMU and the Solo needed to replaced under warranty. That only took one day, which was fine.
Now they're saying it will take customer service "2-3 days" to send me a shipping label to send it back to them. Seriously? The unit of measure here should be hours, not days, to create a shipping label. And that's 2-3 days on top of the one day that's already elapsed since they determined it needed to be returned yesterday. So then 5-7 days shipping back to them. Unknown number of days with 3DR doing whatever they do. Somehow I doubt it will be quick. Then another 5-7 days shipping back to me after that.
So this Solo is less than one month old. And it's about to be out of service for nearly a month for them to replace it. I have no problem with their ticket system and lack of phone support that many complain about. It's a narrow margin business. And half the complaints are probably operator error. But making a customer wait longer for a replacement than they've even owned the brand new product seems absurd to me. I will now be missing the charity event I was doing some photography for, and frankly missing the entire season of spring.
What I was hoping for, was a replacement shipped immediately while I'm shipping the old one back. Maybe I'm spoiled because that's what Amazon does. If I don't send it back, I get billed for it. It doesn't seem like this is a huge risk since 3DR knows for sure the issue based on the logs. I would probably grumble less if they used 2-day shipping for this and had a quick turn around. A week or so is still better than nearly a month.
@Vu.3DR is there anything you can do about this? Or is this really all 3DR is staffed to handle these days? Given you have the logs directly from the controller, what is the harm in shipping the replacement right away while I send the busted one back? (RMA EX041216208537, Ticket #208537). This would go a long way to boost customer service with very little risk and no additional cost.
/rant
Now they're saying it will take customer service "2-3 days" to send me a shipping label to send it back to them. Seriously? The unit of measure here should be hours, not days, to create a shipping label. And that's 2-3 days on top of the one day that's already elapsed since they determined it needed to be returned yesterday. So then 5-7 days shipping back to them. Unknown number of days with 3DR doing whatever they do. Somehow I doubt it will be quick. Then another 5-7 days shipping back to me after that.
So this Solo is less than one month old. And it's about to be out of service for nearly a month for them to replace it. I have no problem with their ticket system and lack of phone support that many complain about. It's a narrow margin business. And half the complaints are probably operator error. But making a customer wait longer for a replacement than they've even owned the brand new product seems absurd to me. I will now be missing the charity event I was doing some photography for, and frankly missing the entire season of spring.
What I was hoping for, was a replacement shipped immediately while I'm shipping the old one back. Maybe I'm spoiled because that's what Amazon does. If I don't send it back, I get billed for it. It doesn't seem like this is a huge risk since 3DR knows for sure the issue based on the logs. I would probably grumble less if they used 2-day shipping for this and had a quick turn around. A week or so is still better than nearly a month.
@Vu.3DR is there anything you can do about this? Or is this really all 3DR is staffed to handle these days? Given you have the logs directly from the controller, what is the harm in shipping the replacement right away while I send the busted one back? (RMA EX041216208537, Ticket #208537). This would go a long way to boost customer service with very little risk and no additional cost.
/rant