I had a drone crash when the drone flew into a branch and then hit the edge of the driveway. I posted the crash report the same day, I have Premier Support and the only request was to upload the log files. The crash log file was did not complete so I uploaded all the log files. After about a week, I chatted with support and told them I had Premier Support. The tech checked and found that the ticket I started indicated Premier support indicated Premier Support in one location but not in another. Once they determined that I had premier support communications improved immediately. The tech had me try a few things to try to upload the crash log file with no success. They decided to send a new basic drone kit to me with two day air because of the initial delay. The tech I worked with was great and the new drone was a plus. I will do business with them again.