Why is Hubsan Service Lacking or so Poor?

[I_Hate_Hubsan]

I have been looking at buying a Hubsan X4 501 series drone with the H906A transmitter. I have isolated it to the H501A or the H501S. The H501A with waypoint capability is the one of interest but before I pull the trigger I am wondering what kind of service and support I might expect from Hubsan USA.

I have reviewed 4 pages of forum entries and responses to customers and I_Hate_Hubsan Service is the only way I can sum up what I see. It seems that customers who post on this forum and on Facebooks various forums either get very short answers, if any, or have difficulty getting an answer at all. Mike on Facebook really slammed Customer Service today summing it up very nicely.

Warranty Support also seems pretty dicey. I don't believe the warranty should cover abuse or even flyaways but it does seem that flyaways are a common problem and from reading information on the H501A it should never completely flyaway with the lost connection fail safe but I see that it has but does not seem to be acknowledged.

Is Hubsan even addressing this issue other than to say we're sorry you just dropped $200 USD to the drone gods in the sky. If the issue is flying out of range maybe give a flight option to limit flight to published safe range! Warranty should cover product failures where the customer can identify clearly what has failed thru visual documentation that shows what failed, a description of how it failed and their proof of purchase. To demand that in situations where say the transmitter board for 5.8G is defective and pictures of the drone show no damage with timestamps on the pictures why does the customer have to eat the expense of shipping what has been determined as a bad part to Hubsan?

Enough rhetoric from me and a few questions.
1) How many people are in Customer Service for the US region?
2) How many customer service personnel are in China?
3) What is Hubsan committed response time to giving the customer an answer to a question? What is the commitment to providing a solution?
4) How committed is Hubsan to its customers?
5) Is Hubsan going to improve the warranty process? It is nice that sellers form first line of defense but do they stock all common parts?
6) Does Hubsan intend on improving its documentation?

There is a philosophy in customer service that the customer is always right. Does Hubsan believe this? It is easy to get the first piece of business from some customers but hard to keep them buying or upgrading with poor service.

[Hubsan-Ailsa]

Dear friends,

Thanks for purchasing Hubsan product and so sorry for the inconvenience.

Just see your forum name,I can feel your angry.would you mind to tell me your drone's issue in detail? we want to solve your issue firstly .Hope you have a good mood and happy flight.

[I_Hate_Hubsan]

I have not purchased yet but do appreciate the initial response.

User Name Should be I_Dislike Hubsan_Support but not enough characters so I had to shorten.

Can you address the 6 questions I asked?

Answers may earn a new customer.

[BigBird]

keep away poor service just try a FOB you off....

[I_Hate_Hubsan]

keep away poor service just try a FOB you off....

Unfortunately Customer Service and Warranty issues just get worse. They have the customer try thing like swapping antenna's and that void warranty because in their eyes it will burn out the transmitter. With FPV range and blackouts I say BS. Unfortunately FOB does not help in the US.
A poor warranty basically does not sell me anything.

[KERRY]

Hello
I have had several encounters with Hubsan customer service and product support.
Each and every time that I have had to deal with them I have experienced nothing but the highest degree of professionalism and knowledge of the product.
The maximum time that I have waited for a response was 72 hours and that was only because I submitted a question by email late on a Friday afternoon.

I am not sure how you can post a negative review when you have not even purchased a product from Hubsan.
I think you are being totally unfair.

Kerry

[KERRY]

I have not purchased yet but do appreciate the initial response.

User Name Should be I_Dislike Hubsan_Support but not enough characters so I had to shorten.

Can you address the 6 questions I asked?

Answers may earn a new customer.

I cannot speak for Hobsan but if you walked into my place of business with that attitude I would not willingly take you as a customer. You talk about incidents involving range. All I can tell you is open your eyes and read Hobsan's sales literature. I have found that Hobsan has always underestimated the range on their products.

[I_Hate_Hubsan]

Hello
I have had several encounters with Hubsan customer service and product support.
Each and every time that I have had to deal with them I have experienced nothing but the highest degree of professionalism and knowledge of the product.
The maximum time that I have waited for a response was 72 hours and that was only because I submitted a question by email late on a Friday afternoon.

I am not sure how you can post a negative review when you have not even purchased a product from Hubsan.
I think you are being totally unfair.

Kerry

Kerry,
Of course you are entitled to your opinion but I have read way too many posts on this forum that show poor customer service.

Here is one example: https://forum.hubsan.com/viewtopic.php?f=2&t=587

And another: https://forum.hubsan.com/viewtopic.php?f=2&t=577

This one is interesting: https://forum.hubsan.com/viewtopic.php?f=2&t=513

How about this one on Warranty issue. https://forum.hubsan.com/viewtopic.php?f=2&t=496

Should I go on?

Some people may have had good luck but these examples are not atypical of what you can expect.

Good day.

[I_Hate_Hubsan]

I have not purchased yet but do appreciate the initial response.

User Name Should be I_Dislike Hubsan_Support but not enough characters so I had to shorten.

Can you address the 6 questions I asked?

.Answers may earn a new customer.

I cannot speak for Hobsan but if you walked into my place of business with that attitude I would not willingly take you as a customer. You talk about incidents involving range. All I can tell you is open your eyes and read Hobsan's sales literature. I have found that Hobsan has always underestimated the range on their products.

Mr. Kerry,
Of course you are entitled to your views and opinions as I am from observation. Like others including you I have shared my observations and opinions. No more or no less.

The intent of my post was not to be inflammatory but as a potential buyer to share observations that I gleaned by reading 4 pages of posts submitted by their customers.

The Service Reps seem very polite which is a good thing. Some times their answers are too brief though.
Unfortunately I think they have their hands tied by company policy and that is hurting their image of quality and commitment to the customer.

From what I researched for the LA Office there seem to be 4-5 service reps to handle a variety of jobs of which one is customer service. Is this too few staff members to cover the US and Canada as well as other locations? Rumor has it that they are also opening another US office in Louisiana.

In the 07/26/2018 Live Chat session Anne told us they were expanding the staff which is great and they have already moved to a different facility to accomplish that so maybe service levels will improve. I hope they do.

The 6 questions I asked were to determine what Hubsan was doing to address the concerns I have/had.

There is a philosophy in customer service that the customer is always right. Does Hubsan believe this? It is easy to get the first piece of business from some customers but hard to keep them buying or upgrading with poor service or lack of information in the user manuals.

Warranty is a story unto itself and I am not going to restate the negatives of the warranty. Let's just say it is ambiguous and very subjective.

I went up on Glassdoor site and researched Hubsan US/LA office. A disgruntled employee shared some information that would amaze people.

$300+ for the H109 is an investment that I don't want to throw away so I spent time looking into the company that produces it and I was concerned enough to share it with the hope that what I shared would filter up to management.

Sorry I offended you but honesty is always the best policy.

[Weavis]

I had a single experience with Hubsan Customer Support. I bought a Hubsan quad, a 502T, to give Hubsan a try. Right out of the box the battery was defective. It would not charge. Being a proprietary modular battery I was not sure if it was the battery or the included charger. I called Hubsan and explained my problem. The person I talked to explained to me that the only way to know which part was defective was for me to buy a new battery. I was then told that batteries are not covered under the warranty even if they fail right out of the box.