The support sits in front of support faq listThat was one of the issues I documented when I first made contact with them, that their support people continually ask the same question over and over and ignore the answers we gave them. I also said about the support people who continually ask about the flight logs when they have already been told that the drone has gone down in the drink and cannot be recovered.
The response I got, was:
"We have recently made a comprehensive review of our support and service levels and as a result of this review defined and step by step started to implement a rigorous process improvement plan, this will be phased in over the next months and covers many elements of the support process."
Bear in mind we are all going through the COVID-19 issue, so we need to give them chance to get to full operational capability before they can implement the changes. But I will mention that still users are being asked the same question over and over.
That is all. They dont fly the birds, they dont code the fw, they 're just hired (external, mostly) to ask questions from a catalog and "we will get back to you"
Call centers, nothing else are most of the "support hotlines", are providing people with requested language skills to work with this questions from said catalog from a mostly labor cheap location somewhere in the world.
It is entirely the quality of the ordering company, how good this people can help customers.
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