Why are these types of companies using this type of support?
For the life of me I can't understand why companies like Dronelink, Aloft, etc...are all using this absolutely ridiculous interface of hiding behind an internet portal and stupid community to get answers. It's incredibly frustrating and extremely disingenuous. They have become so lazy as they don't want to offer real, human technical support? This is sad and pathetic at the same time.
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21 comments
This is not an accurate description of our support policy. You can read about our support policy here:
https://support.dronelink.com/hc/en-us/articles/4407762769939-Does-Dronelink-offer-support-
This is what I mean...instead of offering a link...why not tell us here? That's how normal people communicate.
In your policy you state the best way to get support is via Forums...so my description IS accurate. You do hide behind internet portals and a 24-48 hour turn around.
What do you propose someone does when they are stuck out on the field, on the clock, and being paid for the work they not able to do? What then? Who do they turn to for help in that case? Do we pack up and go home and tell the client "Sorry but Dronelink won't get back to me until 2 days from now?"
On top of that, you only offer slightly better, "personal email" support for Professional accounts. So in other words, you really do hide behind the net and community chats as you don't even have a phone number we can call you at.
If that's inaccurate, please let us know what part of it is inaccurate.
People ask the same questions over and over again, so copying and pasting the same answer over and over again isn't really productive as it takes longer, and in this case, if the policy changes, then there will be a bunch of misinformation spread across lots of posts.
There is no hiding. In fact it is the opposite of hiding as our answers are right out in the public eye for scrutiny by everyone.
This is a worst case scenario. As you can see, the normal response time is much faster - we answered your post within minutes.
If you need enterprise level support, then you can sign up for an enterprise plan with an enterprise SLA: sales@dronelink.com
Not sure what your definition of slightly better is, but in this case the quality is exactly the same as it is answered by the same staff (in this case you were answered by the CEO). The only difference is one is private and the other is public.
See enterprise SLA comments above.
That's what you get paid for...to answer questions and offer support I would imagine. No?
I'm not talking about not answering questions. I'm talking about real life availability and not a 24-48 hour turn around. Imagine you got a flat tire and the tow truck comes to help you 24 hours later. That's how this is.
There is no substitute for being able to get someone on a call and walking through an issue. No matter how quickly you respond online. I could describe my issue to you 10 times more quickly and efficiently if I have you on the phone.
So in other words, you charge for normal, human support. Ok understood. Like I said, hide behind an internet firewall.
Yes, humans (Americans in particular), are expensive. There is no way around charging for direct access to humans.
What an absurd comment.
We realize that we can't make everyone happy, and that is okay. Maybe Dronelink isn't the right community for you. We wish you luck in finding a US-based company that offers better free support than ours.
Thanks....good to know that's how you treat would-be customers. Incredible. Must be nice to know you can't even be called to answer a question lol.
Most of us are happy to belong to this community, keep up the work Dronelink.
Good for you. That doesn't mean there aren't issues that you may be ok putting up with
Please refrain from being antagonistic to the other users in this community or we will have to ban your account.
Oh ok...so now you don't like what I have to say so you'll ban me.
No, you are free to vent all you want at us. We draw the line when you take it out on other users.
I've not taken it out on anyone. Calm down.
I've never had poor support from t5he Dronelink team, and I'm in a totally different timezone, in fact I'd say that the support from Jim & the rest of the Dronelink team is way better than larger companies like DJI
Well I can at least definitely agree with you about DJI....they are absolutely awful but they follow the same model...online chat, community postings, etc. Oh and their favorite line " Please send in your drone for repair or evaluation"
Perhaps you might benefit from this? Just tryin' to help... :-)
No thanks
Armond M
Jim (the CEO) provided you with an answer earlier. If you want in person support via a phone number then you can sign up for an enterprise plan with an enterprise SLA: sales@dronelink.com
Yes, that is going to cost you money. That is how life is. You want white glove service then it is available, but you need to pay for it.
Compare that to (say) Google Business Suite. You are still paying a monthly fee, but you will never get access to one of their staff, not even via the portal. You will be directed by their bots to articles which, frequently, are worst than just using Google.
Here you have access to a public portal that you can search to see if your question has been answered before (it often has), a team of people at Dronelink that regularly respond, and a group of enthusiasts such as myself who provide as much help as we can.
Personally, I've always found the Dronelink team and other users on here very responsive and usually get the answers I need very quickly.
But, if that doesn't meet your needs then perhaps this is not the software you are looking for.
https://seths.blog/2018/06/its-not-for-everyone/
White glove service??? LOL....live customer support isn't white glove service. It's industry standard before all this silly portal chat nonsense started.
Comparing it to Google isn't a good comparison. Google is notoriously bad for being behind isolated internet chat wall.
I didn't realize that asking for decent service makes me a special case and the answer is to look elsewhere. How standards have fallen.
Armond, what is it you are trying to accomplish here?
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