HOVERAir Anmeldelser 97

Subject: Concern Regarding Support Quality and Customer Experience

Dear HoverAir Management,

I am writing to formally express my concern regarding the level of support I have received for my HoverAir X1 Pro Max. Having invested nearly €1,000 (including accessories), I expected a standard of service that reflects the premium positioning of this product. Unfortunately, my experience has been a bit on the opposite.

Despite multiple detailed emails and clear bullet-pointed questions, I have repeatedly received generic responses, links to general blog posts, or automated AI-style replies that fail to address the specific issues raised. In some cases, different agents have responded without context on the same issue , and ticket references have been vague or absent, adding to the confusion. For reference, the tickets in question are 81820 and 82002- after which both were merged into one issue ...that is okay ...since Simonn took over.

I would like to be candid here: I came across four support representatives — Simonn, Paras, Iris, and Etim. The first two (Simonn and Paras) at least tried to provide some specific direction, both in particular were genuinely helpful. Simonn resolved the issue and I agreed for a ''close''.
However, the rest of my interactions — particularly with Etim, Iris — were disappointing. They often came across as superficial, dismissive, and careless. In many instances, my name was not even addressed correctly, despite it being clearly present in the correspondence. (Maybe also intentional ...Iris addressed me : Mr Woes ...we all know where's that coming from in the English Vocabulary ) . while I don't mind this a wee-bit ......That is simply not acceptable in a professional setup.

This lack of care creates the impression of “clowns” handling the case rather than trained product specialists. It might help close tickets quickly, but it does not resolve problems or build customer trust. Instead, it projects a “fly-by-night” approach that damages brand credibility.

Adding to the confusion: HoverAir support initially suggested that purchases via Bol.com do not qualify as valid sales channels. Electro Taelman (a Bol.com partner and an officially recognized HoverAir seller) has since confirmed otherwise, which means the information I received from HoverAir support was flat-out wrong. This back-and-forth has caused unnecessary frustration and wasted time.

For a product of this cost and ambition, customers expect professional, knowledgeable, and consistent support. When this is lacking, word of mouth inevitably suffers. I, for one, will be candid with friends and colleagues about my experience, and this kind of feedback — especially in the premium gadget space — directly affects purchasing decisions.

I strongly urge you to review your support process, ensure cases are handled with continuity and precision, and empower your team to go beyond scripted replies. Without these changes, HoverAir risks alienating precisely the early adopters who should be your strongest advocates.

I hope this note is taken in the constructive spirit intended. Your product has genuine potential — but unless the support experience improves, that potential will be overshadowed by frustration.

Damaged my drone from a fall (poor piloting in manual mode). Sent in my service request and they responded quickly with instructions and communicated with me through the entire process. I had the HoverCare so the repair fees were reduced and I got my drone back and in the air again. Great experience!

My Hoverair X1 Pro Max ended up getting water damage and was no longer operating. I reached out to the Hoverair Support team and they helped me through the process of getting a new one. They were responsive and consider with their communication. Thank you Hoverair Team!!

The return process is a nightmare. You only get 15 days, but first you must fill a return form and wait several days for them to process it. Then they email saying they need another 48h to prepare a return label. 3 days later, still no label. I’m leaving on holiday and will miss the 15-day limit. They make it practically impossible to return, so unless you’re 100% sure you’ll keep it, avoid!

After my Hover X1 Pro Max took an unexpected dive over water, I was worried the claim process would be a headache. Instead, Hover’s customer service absolutely delivered — quick replies, clear instructions, and a smooth resolution from start to finish. They handled my case with real care and professionalism, and I felt supported the whole way through. Huge thanks to the team for turning a frustrating situation into a positive experience!

I initially had some concerns about the repair time for my HoverAir drone, as I urgently needed it for an upcoming trip. However, Sonja from customer service responded quickly to my messages, expedited the shipping, and the drone arrived much earlier than expected.

I especially appreciate that Sonja even offered to send the drone directly to my hotel in Kuala Lumpur if delivery to Munich would have taken too long. This flexibility really impressed me.

I am very satisfied with the drone itself and the accessories – everything works perfectly and is a pleasure to use. Thank you, Sonja, for your effort and outstanding service!

The product is very awsome, great quality, convinient size, pretty good video quality, great accesories, the repair service center is very fast and efficent. I am very satisfied and recomend this product 100%

I’ve been using the HoverAir X1 Pro for a few months now, and it’s truly a game-changer. The drone is compact, smart, and incredibly easy to use — perfect for capturing dynamic, cinematic shots without needing a second person. Whether I’m biking, running, or exploring nature, the tracking and stability features work like a charm.

But what really impressed me the most was the customer service. I encountered a technical issue with my unit, and the support team handled it brilliantly. They were fast, professional, and went above and beyond to resolve everything in an impeccable way. It’s rare these days to find a company that not only stands by their product but also treats customers with such care and efficiency.

Highly recommended — both for the technology and the people behind it!

In a way that is inexplicable to me, I lost my drone when it fell into the water. The support department ensured that I received a new drone, for a fee. I am very satisfied with this. Very good and fast service.

We bought an HooverAir on the website. When we tried the Hoover it did'nt work. It wouldn't connect. The app couldn't find the Hoover. We've contacted the Aftersales support. Iris was very kind and patience. She gave us some possible solutions. Unfortunatly they didn't work out. Then Iris suggested that we could return the Hoover and they would take a look at it. Ofcourse without shipping costs. So we did. And they found out what is was. Something quite simple. A wrong SD card. They sent the Hoover back. And the Hoover now works well. So thank you so much Iris! Greetings Coen(and my wife Tanina) from the Netherlands

I chatted via email with Customer support and got the answers I needed.
At first I tried to call and looked for a phone number, but instead sent an email, and the whole communication was on email and was great (took 3 days or so to resolve).

Great customer support

I have been dealing with Amanda on a refund because I never received the drone. She keeps telling me to contact UPS but I did and was on hold one hour for them to tell me Hover needs to file a claim, not me. Hover labeled it so they need to do it but she keeps telling me to look into it with ups when it's not my responsibility. The customer service is very bad, I would not recommend getting this product as they are no help and they are criminal in how they operate.

They respond fast and give a service after sale. I'm always scared of company's I don't know and how they tread their customers after sales, but from my point of view i don't have any complaints so far

Appréciation du Drone Hover X1 Pro
Je laisse rarement des commentaires, mais ce petit drone, le X1 Pro, avec ses accessoires, m'a vraiment impressionné par ses nombreuses possibilités.
Bien que l'investissement soit non négligeable, l'ensemble respire la qualité.
L'ensemble est très complet, incluant notamment le Beacon et le Joystick dans le pack que j'ai acheté. Il offre de nombreuses possibilités pour guider le drone en mode manuel. Pour moi le Beacon est indispensable surtout en suivi sur le vélo
Les mises à jour du produit sont très régulières et apportent à chaque fois de nouvelles fonctions intéressantes.
Le service après-vente est très réactif. J'ai eu besoin de poser quelques questions sur le fonctionnement et j'ai reçu des réponses très rapides et surtout très claires.
En résumé, c'est un pack ultra complet et de qualité. Aucun regret malgré l'investissement. De plus, il offre de nombreuses possibilités de vol en mode automatique.
J'ai acheté ce drone surtout pour filmer des scènes de sport comme le VTT, le VTT de descente, le ski, et les randonnées en montagne… Et ce drône répond pleinement à mes attentes.

N'hésitez pas à ajuster selon vos préférences !

Had my Hoverair X1 for a year, and when I switched to a new phone, the transfer of photos and videos didn't work any more. Contacted support, sent them screenshots and logs, and they went to great lengths to help me. Obviously, it wasn't an easy case as it took some time, but finally they solved it. Hats off to the Hover support team, can't say anything negative about them.

I purchased an EOL (end of life), product from Zero Zero Robotics, the parent company of HOVERAir. It was the Falcon drone. I had issues with updating the firmware which was at least 3 yrs old. HOVERAir bent over backwards to try to resolve my issue. It was resolved and I couldn't be happier with their outstanding customer service.

Excellent customer service from Jane at Hover - replacing my batteries with next day delivery and no charge - thank you

The 2 batteries in the combo set swelled badly after 1 year 4 months and very little usage (approx x15 flights) and correct storage - to become unusable/dangerous. The care instructions are unreadably small but suggestions are to store at 50-100% capacity and charge once per month. No quibble replacement was greatly appreciated and restored my confidence in the company as the batteries are overly expensive priced at £40ea and the originals don't have self discharge control like the newer types.

Ho avuto molti problemi con il X1ProMax, evidentemente avevo ricevuto un drone con qualche difetto di fabbrica. Devo dire che l'assistenza è sempre stata pronta e, quando necessario, hanno organizzato la spedizione al loro laboratorio. Bisogna avere pazienza: fra ispezione e tempi di spedizione, sono necessarie 3 settimane. Questo apparecchio è un miracolo di tecnologia tascabile, tuttavia, ancora oggi non riesco a scaricare l'aggiornamento CoPilot, purtroppo.

ATTENTION - SUPPORT IS NOT GREAT!
Your support team is not getting back Case# 75358 - Log id – 1936784957731688449. After updating firmware LCD menu is no longer working, I cannot see what mode etc. and only manual mode works via phone, can’t operate any mode to take off. Beacon no longer connects but sometimes it connect but only manual mode and cannot reset the ring by holding both side. I had seen some other users posted their issues. I shared everything to support team but no input yet. There is no support number to call for a product when spending more then $1k! this is an issue. You have my case number, please get back to me.