I think 3DR has good customer support on the "back end"' ie. tech support, but not so much on the "front end". Sales support doesn't give you that warm & fuzzy "gosh, they care about me" feeling.
There is nobody in "customer relations" to handle concerns & complaints. (Not that I've found, anyway)
I think 3DR was created by people who are great at the "tech stuff" but no so much at the "running a business stuff". In the beginning they didn't sell anything- you had to buy from an authorized retailer.
Then they started selling, but didn't seem to have their act together.
There's a lot more to selling your product than just setting up a website to handle orders.
If they did a better job with customer relations I think they would really distance themselves from all the other drone companies.