Old Man
Active Member
Of late I've been reading quite a bit of negative press about customer service at 3D Robotcs. I even managed to experience some of the bad myself after purchasing an RTF X8 that had a couple of poor performing accessories. All that changed today. Big time!!
I was having issues receiving any return contact after a few "contact Us" e-mails to 3dR. I finally gave up with the e-mail thing and found the time in the middle of the day to make a call to their customer service line. I should note that about a week ago I had read in another forum that 3dR had just made a change in their service manager, with the new being a Mr. Vu Tran. The call didn't go all that well at first after making contact with a receptionist, but viewed from their perspective I suppose it was fair they had a shot at qualifying my experience and knowledge and level of systems understanding before making any promises. I got a little worked up, which I do all too easily, and the receptioninst transferred my to Mr. Tran.
After a few minutes of qualifications on both ends, and an admission from 3dR they were having some issues with their contact e-mail server, more discussion was made regarding the issues I was experiencing. Due to my work schedule conflicting with continuing any further with the call Mr. Tran suggested he have one of the company Technicians give me a call at 4:00 pm sharp. I agreed with quite a bit of skepticism about hearing from them at all. Much to my surprise at exactly 4:00 pm my phone rang with a 3dR Tech on the other end. We patiently walked through some settings to assure the Tech I had done my part correctly, which he agreed I had. The tech agreed they would send out some new parts and that I would return the defective parts using their return shipping label.
Before the day was out I received an RMA number and instructions to return the old parts before they would ship the new. Here's the great part. Mr. Tran, without any prompting, saw the e-mail from the service department to me and changed the sequence to them shipping first and me returning after receipt. It doesn't get any better than that!! By the next day I had a Fed Ex return shipping label e-mail in my in box with instructions for 3 different ways to get it printed out and ready for use. There was also a shipping notification from Fed Ex showing parts on the way.
I can't say it will be this good for everyone but from my discussions with Mr. Tran they are aware of the bad press they have acquired and the need to clean things up. If my experience is going to be representative for people in the future I think we have a top notch vendor that's looking to do what's right for the customer and boost their business and customer loyalty in the process. 3dR is working hard to make things better and I can't say enough good things about the way my situation was handled. If you run into a problem, pick up the phone and make a call.
Thanks 3d Robotics! You made it high up on my list of good places to do business with! My special thanks to Vu, Fernando, and Nathaly at 3D Robotics. You folks did it right.
Pat
I was having issues receiving any return contact after a few "contact Us" e-mails to 3dR. I finally gave up with the e-mail thing and found the time in the middle of the day to make a call to their customer service line. I should note that about a week ago I had read in another forum that 3dR had just made a change in their service manager, with the new being a Mr. Vu Tran. The call didn't go all that well at first after making contact with a receptionist, but viewed from their perspective I suppose it was fair they had a shot at qualifying my experience and knowledge and level of systems understanding before making any promises. I got a little worked up, which I do all too easily, and the receptioninst transferred my to Mr. Tran.
After a few minutes of qualifications on both ends, and an admission from 3dR they were having some issues with their contact e-mail server, more discussion was made regarding the issues I was experiencing. Due to my work schedule conflicting with continuing any further with the call Mr. Tran suggested he have one of the company Technicians give me a call at 4:00 pm sharp. I agreed with quite a bit of skepticism about hearing from them at all. Much to my surprise at exactly 4:00 pm my phone rang with a 3dR Tech on the other end. We patiently walked through some settings to assure the Tech I had done my part correctly, which he agreed I had. The tech agreed they would send out some new parts and that I would return the defective parts using their return shipping label.
Before the day was out I received an RMA number and instructions to return the old parts before they would ship the new. Here's the great part. Mr. Tran, without any prompting, saw the e-mail from the service department to me and changed the sequence to them shipping first and me returning after receipt. It doesn't get any better than that!! By the next day I had a Fed Ex return shipping label e-mail in my in box with instructions for 3 different ways to get it printed out and ready for use. There was also a shipping notification from Fed Ex showing parts on the way.
I can't say it will be this good for everyone but from my discussions with Mr. Tran they are aware of the bad press they have acquired and the need to clean things up. If my experience is going to be representative for people in the future I think we have a top notch vendor that's looking to do what's right for the customer and boost their business and customer loyalty in the process. 3dR is working hard to make things better and I can't say enough good things about the way my situation was handled. If you run into a problem, pick up the phone and make a call.
Thanks 3d Robotics! You made it high up on my list of good places to do business with! My special thanks to Vu, Fernando, and Nathaly at 3D Robotics. You folks did it right.
Pat
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