29/01/2026
To our (Drone Gear)customers and community,
I want to take a moment to acknowledge recent feedback we’ve received regarding a service experience at our store.
Firstly, thank you to the customer involved (Juelz Visuelz) for taking the time to share their experience constructively. Feedback like this, even when it’s uncomfortable to read, is important — and it helps us improve.
We want to be clear: the frustration described was not about a single technical issue, but about communication and follow-up, and in that regard, we fell short. Busy service environments are never an excuse for poor communication, and we fully understand how a lack of updates or clarity can leave a customer feeling unheard or dismissed. That is not the experience we aim to deliver.
We value every customer who trusts us with their equipment and their business, especially long-term customers who have supported us over the years. After-sales service should feel proactive, transparent, and respectful — and when it doesn’t, it’s on us to own that and fix it.
We are already taking steps internally to improve how repairs are booked, tracked, and communicated, so that customers are kept informed and never left guessing. Clear expectations and better follow-up are a priority for us going forward.
To anyone who has felt let down by our service at any point: we hear you, we take responsibility, and we are committed to doing better.
Thank you to everyone who continues to support us, hold us accountable, and help us grow.
— Jacques
