Observations and Comments regarding Customer Service

[justjarhead]

Dear Sirs and Madams,

Although when all is said and done Hubsan does make a fairly decent product It also can be said that Hubsan has some key issues that result in unhappy customers. You (Hubsan) need to understand Customers and their expectations better than Hubsan currently does. In my 1 month of experience with Hubsan I have observed the following.

Observations:

1) Hubsan USA does not have enough service resources. Considering the US appears to have 1 or 2 bodies to support the continental US and other locations is inadequate.

2) Worldwide Customer Support has 3-4 bodies including the LA office. Again Inadequate.

3) Warranty policy is archaic, not Customer friendly but is indeed Customer Hostile and too subjective in nature. To not cover product failure from non-abuse is nuts. The product should hold up to normal everyday use. To make the customer pay to ship product to Hubsan and back if the failure is covered by warranty is unfair. To charge a $30 diagnostic fee is also unfair. In the electronic industry especially within the first 90 days it usual and customary to waive these types of charges.

4) Not recognizing to customers that a problem exists. I don't know is not a satisfactory answer.

5) Product Manuals often are incomplete and missing information resulting in high amount of service requests.

Expectations:

1) Customers expect a response to their problems in less than 8 business hours, not in days.

2) Customers do expect a response to their Forum Posts, PMs and Emails.

3) Customers also expect solutions yesterday but will live with the process as long as it is moving forward and they are kept informed.

4) In relation to warranty customers expect the benefit of the doubt and not the burden of proof.

5) Customers don't expect to have to jump through hoops to get a warranty claim processed in their favor.

6) Whoever thought up the Hubsan forum did so with the best of intentions but with responses taking 2-3 days or longer it is not a viable tool. It just exemplifies the understaffing issues.

Recommendations:

1) Add resource to Service the customer. Souble your overall staff at a minimum from 4 to 8 staff members.

2) Hire or contract Technical Writer(s) to improve all End User Documentation. Prioritize it based on high volume product sales This in the long run will reduce the number of customer requests for assistance.

3) Make sure service personnel are communicating with customers in a timely manner from birth to grave.

4) Work with the Customer in regards to Warranty issues. To refuse to send replacement parts for items that have failed out of the box or within the warranty period that have not been abused in not pro-customer or even pro-Hubsan. Warranty is for 1 year not 1 hour. Customers would accept a shorter warranty duration if the warranty was honored.

Myself and other customers appreciate the efforts of Ailsa, Anne, Shally and Vivian but they are too few trying to serve too many customers.

Please share with management. I come from both R&D as well as Customer Service backgrounds. My career spanned 35 years in Hardware and Software roles at multiple companies from Technician to R&D Engineer, Support Engineer as well as VP Customer Service and VP Engineering.

I hope this is viewed as constructive criticism and actions are taken to improve operation and solve Customer satisfaction issues.

[gjvo]

Well written!

Justjarhead for President!

[Hubsan-Ailsa]

Hello Justjarhead ,

Firstly ,thanks for you help Hubsan fans solve their issue in the forum .We appreciate it!

Secondly,Let's explain why we charge the shipping charge and diagnostic fee?Because there have many cases that customer don't know how to operate it while they think it is the defect of the drone .If it is confirmed the defect of the drone.I believe we will solve it in the most fair way.

Thirdly,For the product manual error,would you mind to point out the error for us?Any error,we will improve it.

Sincerely thanks for your kindly suggestion in the end.Have a great day!

[justjarhead]

Hello Justjarhead ,

Firstly ,thanks for you help Hubsan fans solve their issue in the forum .We appreciate it!

Secondly,Let's explain why we charge the shipping charge and diagnostic fee?Because there have many cases that customer don't know how to operate it while they think it is the defect of the drone .If it is confirmed the defect of the drone.I believe we will solve it in the most fair way.

Thirdly,For the product manual error,would you mind to point out the error for us?Any error,we will improve it.

Sincerely thanks for your kindly suggestion in the end.Have a great day!

Ailsa,
I have pointed to you in other posts what I found but will take some time to review deficiencies and get back to you.

The $30 charge in my opinion is a cost of honoring warranty and unless a given customer is a nuisance and abuse warranty evaluation then it should be waived. My antenna issue was a clear case of an issue caused by policy inconsistency along with old warranty and current warranty differences. The warranty in effect on Website at time of purchase should be the one applied.

Many customer issues and question are due to lack of documentation or it not being complete. From recent question examples include:

1) No AltHold mode with APP or HT011A. Not documented.
2) No specific manual on functionality of the H901A controller. Functionality to say to turn on and off LEDs not documented. Purpose of SD card in H901A not documented.
3) Clear overview of rssi screen for H901A in a Users guide for it.
4) Advance calibration of H901A like IMU cal.
5) Description of how and why Overload protection circuit functions
6) Binding the HT011A and the HS001 display ahs two different methods. One way for H122D and Spark and different way in brief HS001 User Quic Guide.

The list goes on. These are recent ones. Incomplete manuals increase the number of low level questions Quick guides are great but for those who want to take use of enhanced capability have to look elsewhere. To get a better understanding of H901A functionality I had to research the heck out of it and Official Hubsan documentation just did not cover in one document.

The Facebook forums help but the average customer needs to dig to find answers.

The community appreciated your efforts as well of those of your three co-workers Anne, Vivian and Shally.

I hope this helps

Jim

[Hubsan-Ailsa]

Hello Jim,

Thanks for your efforts and kindly suggestion

1.No AltHold mode with APP or HT011A
There have GPS mode with APP or HT011A. GPS mode support Althold and Fixed point.Only the drone lost the GPS,then it will enter into the Alt hold mode.No switch to turn the GPS mode to the Althold mode.
2. No specific manual on functionality of the H901A controller. Functionality to say to turn on and off LEDs not documented. Purpose of SD card in H901A not documented.
Any accessories has no specific manual.You can refer to the H501S or H502S user manual.Kindly press the throttle trim key to turn on or off the LEDs of the drone.Don't put the SD card in the H901A.you should put the 4-32GB SD card in the drone and format the SD card to FAT32.
3.Advance calibration of H901A like IMU cal.
The IMU calibration is Horizontal calibration.which quoted in the user manual.
4.Description of how and why Overload protection circuit functions
We don't add Overload protection circuit functions to the battery.may I ask where did you see the original post?
5.Kindly attached the HT011A and HS001 tutorial video link and H122D with HS001 tutorial link for your reference
HT011A with HS001

H122D with HS001

[justjarhead]

Thanks for the info Ailsa.

The examples you asked me for where I felt documentation could be a lot better.

Thanks but I had already dug the answers out of various pieces of documentation with exception of fallback into AltHold mode in GPS satellites lost using the HT011A /APP and no GPS switch. That is not a good way to fly without solid GPS.

My point re: documentation was missed. The point is in one clear easy read document about each point of end user gear whether it is the Quad, Controller or Display should have a complete manual that includes all functionality for the specific item in question.

I understand that between various quick references, Back to the Basics tutorials, youtube videos, posts on other forums a pilot can eventually find the information needed. That is what I did in regards to numerous questions I had about the H901A I bought from a reseller. Since the item is sold as an accessory it should have a comprehensive user manual covering all the functionality it has. Users can get very frustrated having to reference thie Back to the Basics section at the @Hubsan001 forum on Facebook or various bits and pieces in the quick reference manuals for each quad it is used with.

Think about this you are a few miles from home and having FPV issues and you need to display RSSI information on the screen and you forget how to do this. Sure full down throttle and then press video button but if you forgot that what are you going to do. I for one would like to take out of my backpack a user guide for the device by aircraft it works with and look up the feature in question in that manual. I really don't want to open Facebook or a couple of other sources of information on my Smartphone and try navigating to a forum to look it up. Clear concise manuals will help customers answer their own question verses searching Facebook, the H501A quick reference, the Back to Basic series, youtube an so on and so forth.

There are (or where) two documents that tell you how to Bind the HS001 display with the controller and the Quad. The procedure in the HS001 Quick reference is different than the procedure in the H122D Quick reference.

Do you understand my point here. Bits and pieces of information does exist but it isn't compiled into one easy reference for mainstream devices. Anne does not understand this point either.

There is nothing wrong with a FAQ section, a back to the basic section and all the ancillary Youtube videos but these are not User Manuals that a pilot can take to flight location and pick up to look at.

I forget how many places I looked at to determine on the RSSI display what the values where. I finally quite by accident came across a drawing a third part put together that documented this. The Back to the Basic Trouble Shooting FPV part 2 I believe did not show you nor do I believe told you.

I think that if an experienced technical writer whose job is to write technical manuals took on projects to create A-Z documents for the end user controllers and quads the number of calls, emails and posts like mine would go way down over time. I had this done for the Product Lines designed by the firm I worked for and we reduced the number of inquiries to our Support Center by 30%. Sure some people don't read the manuals, but if they do the information should be there.

Again thank you for taking the time.

To allow me to fly in AltHold Manual and GPS modes I bought an H901A controller. I can do everything but waypoint fly with it so I will keep the HT011A for waypoint missions.

I have seen the Battery Protection Overload protection on various Hubsan forums on Facebook and RC drone. A whole lot of pilots believe it is there and has been on Hubsan batteries for quite some time now.

Have a great weekend.

[ParadoxPete]

Most of the basic stuff you mention is indeed in the manuals.
The advanced and engineering stuff (like looking and interpreting RSSI) is not, because it was never intended to be an end user feature IMHO (many people don't even know what RSSI is never mind what it is and isn't telling you).

Manuals have very limited use. Most people do not read them. They'd rather ask someone else to do the leg works and tell them how to resolve their particular problem.

I have semi-written an advanced user manual that would only require some tidying up, the info accumulated from over 2 years as a user and an experimenter.
This includes not only info on the controls and operation of the aircraft, but covers the hardware, firmware, compatibility etc.
It also explains RF theory, what causes Toilet bowl, VRS, undocumented "features", checklists, testing and weather and external influences etc....
I was going to publish it either as a knidle book, a subscription web page or through a Patreon link.
I decided however it's pointless and a waste of my time.
The content will just get shared online and no one would pay for the info anyway
I placed a few articles on my website, but that just resulted in me having to do more unpaid for work answering queries
http://qeltakeoff.blogspot.com/
By publishing the manual , I'd be stuck with answering questions from those who can't RTFM, because it's too much like hard work, and they need instant gratification.

Hubsan support is let down, not by lack of a manual, but by staff who are not able to properly answer questions.
Some of the answers given show a complete lack of knowledge of both the product and the technology itself. A recent answer to a user yesterday was beyond a joke...
This may or may not have been because of loss of meaning in the translation, but all the same, it needs sorting.
I know how these things work. I worked in technical support for many years and have seen it time and again.
Getting a job on a help desk often only requires you to only be able to read stuff off a screen, not have anything more than the sketchiest understanding of what that info you are telling the customer means.

At the price point however, I think that expecting very much more support than is currently available is not going to be forthcoming.
(this is a very cheap package)
Regards
PP

[justjarhead]

Then I must be the exception to the rule because I do RTFM

Your response is accurate and such.

Personally I am done with the subject(s).

Tired of beating a dead horse.

[W95]

To Hubsan....

Regarding justjarhead's Expectations item 2 (respond to forum posts, etc.) I think this is a very reasonable request and expectation. I was quite surprised and glad when I found this forum on the Hubsan site and commend Hubsan for hosting this for users to come together, ask questions, share experiences and tips, and just in general share and spread their excitement for this hobby. I don't think other quad manufacturers necessarily offer a hosted forum so this seemed quite unique to to Hubsan's credit. However, the forum does come with implicit expectation that Hubsan admins will help out with questions especially when they are directed right at Hubsan. But, it seems many of these questions are never answered leading to a lot of frustration.

In the few weeks I have been on this forum, the place seems barely alive. I don't know what it used to be like here but I can't help but wonder how much more populated and active it would be if Hubsan were more proactive in joining in discussions and answering questions. Would this not in turn bring even more business to Hubsan? I fear at this rate, this forum will soon be deserted by customers.

[justjarhead]

To Hubsan....

Regarding justjarhead's Expectations item 2 (respond to forum posts, etc.) I think this is a very reasonable request and expectation. I was quite surprised and glad when I found this forum on the Hubsan site and commend Hubsan for hosting this for users to come together, ask questions, share experiences and tips, and just in general share and spread their excitement for this hobby. I don't think other quad manufacturers necessarily offer a hosted forum so this seemed quite unique to to Hubsan's credit. However, the forum does come with implicit expectation that Hubsan admins will help out with questions especially when they are directed right at Hubsan. But, it seems many of these questions are never answered leading to a lot of frustration.

In the few weeks I have been on this forum, the place seems barely alive. I don't know what it used to be like here but I can't help but wonder how much more populated and active it would be if Hubsan were more proactive in joining in discussions and answering questions. Would this not in turn bring even more business to Hubsan? I fear at this rate, this forum will soon be deserted by customers.

You are correct in your observation. In last week Hubsan only put up advertising for the X4 Jet and did not answer any customer issues. They do not seem to care. Ailsa is the only one to work on the forum.

I am so frustrated at the lack of responses from Hubsan on all issues brought up that I will probably abandon this forum. It seems from all points of view that Hubsan Service does not respond to this forum or Emails ( AT least for me). I recognize I have been outspoken but that is the nature of things when Customer service is so poor. I may go with Yuneec or DJI in the foreseeable future. Cheers!