Onlinesales service

capkodak

I placed an order for P3 today and now initiated a dispute for canceling my per-order with DJI. They didn't even wait to ship the product and charged my card. I rather wait till other online outfits have the product on hand then to buy it from a company that I personally could not reach even for pre-sale question. I am mean that is just sad. I had a question that was not answered in the FAQ and i contacted all their numbers and got no response. Really disappoined.

arthurbuquen@gm

So if after all that have been said i want to cancel my order on DJI website how can i do ?
I don't see any options to do so...

tabbe

arthurbuquen@gm Posted at 2015-4-14 18:41
So if after all that have been said i want to cancel my order on DJI website how can i do ?
I don't ...

Contact onlinesales@dji.com. One way is to ask in presale chat, they are sometimes same persons that answer to onlinesales@dji.com

Good luck! I am having similar battle with DJI also

arthurbuquen@gm

tabbe Posted at 2015-4-14 18:56
Contact . One way is to ask in presale chat, they are sometimes same persons that answer to

Good ...

Thankz !

cameronlevine

I am trying to cancel my order also to order the battery pack version but they told me they can not cancel it. They wouldn't even let me change my shipping address which doesn't make sense.

tabbe

cameronlevine Posted at 2015-4-15 03:35
I am trying to cancel my order also to order the battery pack version but they told me they can not ...

You can always go hard way and go trought credit card company or paypal if you used it.

Usally when they contact vendor, things start to move forward.

paul@westpointd

Tahoe_Ed Posted at 2015-4-10 10:35
Being part of Customer Service, I will object. While we are not perfect, we work very hard at mak ...

It's quite possible, in fact I'm 90% convinced, that DJI is doing its best Growing quickly is hard. Choosing staff to hire is hard. Training new staff and delegating others to train are hard too. Sometimes there just aren't enough resources to change what you wish you could.

It's also possible, and in fact I'm 100% sure, that the best you can do is often disappointing.

I own a small business which has a great reputation. I know very well that customers DON'T CARE what obstacles lie before you. Nor should they. If a chef makes a meal so salty you can't eat it, you don't care if his supplier put too much salt in the latest batch of bottled sauce so it's not his fault. You don't care if his wife just asked for a divorce. You just expect it to be cooked again, or you want to meal comped.

To the customer, bad service with a good excuse feels EXACTLY like bad service without excuse.

Rick777

Tahoe_Ed Posted at 2015-4-10 10:35
Being part of Customer Service, I will object. While we are not perfect, we work very hard at mak ...

Hi there, I ordered a phantom 3 yesterday and apparently I need to cancel it as my address was wrong on my paypal account. I contacted DJI and they told me that I can't change the address - its too late and I need to cancel the order. I plan on buying it again, I just need to know how to cancel my order. Can you please help me? Thanks, Rick

Tahoe_Ed

Rick777 Posted at 2015-4-18 11:10
Hi there, I ordered a phantom 3 yesterday and apparently I need to cancel it as my address was wro ...

Where are you located?

dlew21@mac.com

Oh no man, hate to even see this thread!!!!! I actually took a huge leap of faith after saying I'd never buy anything from them again, and bought this P3.. Lawd, DJI support is second worst only to Comcast..

ara9112003@yaho

100 % true worst customer service ever"

ara9112003@yaho

100 % true worst customer service ever"

TomWolves

DJI-Max Posted at 2015-4-11 07:30
I have gone over the posts in this thread and I am sorry to hear that many of you have had poor cust ...

Thank You!!

Tip: the author has been banned or deleted automatically shield

a.s.wright1@gma

Hi, you are not alone. My experience so far is poor, shabby and unprofessional DJI service. Had I realised they were so bad I would never have parted with my hard earned cash. ordered a thousand pound copter and a week later its still sitting on the system as pending. Having written 11 email to the so called customer support team and got nothing back other than the annoying automated notice, DJI have clearly demonstrated a customer care philosophy ( we have customers and we dont care ).

My advice to anyone who asks me is DONT BUY DJI. Once they have your cash they dont give a dash

Blake Wellman

DJI-Max Posted at 2015-4-11 07:30
I have gone over the posts in this thread and I am sorry to hear that many of you have had poor cust ...

your web site say shipping 3-5 days after confirmation. its has now been 9 days and still pending. i have emailed onlinesales 5 or 6 times now and would love to know what is going on please resolve this problem.

schoug@gmail.co

Blake Wellman Posted at 2015-6-16 03:08
your web site say shipping 3-5 days after confirmation. its has now been 9 days and still pending ...

Blake, Be patient you are not the only one. I have been waiting now almost 1 month for my batteries and I got the same answer every time I ask support. Your order has not been shipped. Hopefully it will be shipped soon, Sorry.

Website says ready to be shipped in XX days after payment confirmation. It doesn't say it will be shipped.

1randy.pence@gm

DJI-Max Posted at 2015-4-11 07:30
I have gone over the posts in this thread and I am sorry to hear that many of you have had poor cust ...

Would you like to read the thread I have been havering with customer service concerning getting the corrected prop guards that are supposed to be sent to me to replace the ones the shipped with my P3 advanced!

1randy.pence@gm

go4two Posted at 2015-4-11 05:51
Did you say IPO? I have not heard of any rumors of DJI going public?

It appears DJI-MAX did not monitor this forum very long.

jwcgc629

Had a similar experience. Had to dispute with PayPal....couldnt get replies or answers. Will not buy a DJI product as a result. BAD.

jwcgc629

dmurph24@gmail. Posted at 2015-4-9 14:50
I completely agree with you. Any time I have asked for help I have gotten nothing. I get countless r ...

Same experience, however I wont buy their product from any re-seller as a result. Too much new competition in the marketplace to put up with bad (or no) customer service. Fool me once but not twice.

jwcgc629

Tahoe_Ed Posted at 2015-4-9 22:35
Being part of Customer Service, I will object. While we are not perfect, we work very hard at mak ...

If you do not have time to respond promptly to your customers concerns, then you should correct your issues. This has nothing to do with "perfection" and everything to do with simply taking the time or having the staff to be responsive.

Avalon

I'm in the process of researching for my quadcopter purchase and I'm now scared stiff of buying a Phantom 3. As an independent observer of this forum I have noted the poor and defensive responses from the DJI representatives. Their comments are hopelessly inadequate and than less than helpful, not to mention sparse. I have time to wait and see if the 3DR Solo or the Yuneec copters improve but my view is that the Phantom's are, at the moment, the class leaders.

It might be that if DJI made a higher quality product they would have less customer service work to carry out.

Tahoe_Ed

Avalon Posted at 2015-9-12 05:33
I'm in the process of researching for my quadcopter purchase and I'm now scared stiff of buying a Ph ...

Avalon, Thank you for your comments. You are right. Customer Service is our short fall right now. We have mentioned it more than once and we are improving the process. In China the turn time is 5-7 working days. Right now in the US the turn time is 5-7 working days for new RMAs. We are currently working through the backlog as quickly as we can. I do not know what the current situation is in Germany. We also have designated repair centers at select dealers. The also handle Phantom repairs. However, if it is warranty, it has to come to DJI. China is starting a pilot project for select dealers to repair Inspires. It will be interesting to see how that goes. We are trying. It is difficult when your company virtually doubles in size every year for the past three years.

While it may seem that there are a significant number of failures, the number is actually very low compared to the number of units we sell. I hope you reconsider.

Avalon

Tahoe_Ed Posted at 2015-9-13 00:26
Avalon, Thank you for your comments. You are right. Customer Service is our short fall right now ...

I understand your position but in business the customer is king. It is, sadly, not an excuse to say that the fault lies with company growth. Growth should be planned, recruitment should be planned, management need to get this right, I don't care how good your products are if you can't support them. Your management is to blame - it's not as if China is short of potential recruits.

The first comment anyone I have spoken to about DJI has said, it is not just the poor quality of DJI customer support, but the overwhelmingly careless customer attitude the company has. Much more effort is needed in this area, even more than marketing, because your competitors are loving it. You may have the best products at the moment but I fear it won't be enough. Unless you start looking after your customers they will go elsewhere, they always do.

capbat

Express yourself Here

capbat

ShadyDealer Posted at 2015-4-9 19:12
Ditto... poor response at best and idiotic suggestions when I have. Customer service sucks!

Express yourself Here.

ksunsingh

DJI support is incredibly bad.
No response and answers are always run arounds as op said; email there not here.  Call there not here.  You call there; no one there call again some other time.

I am actually shocked at how bad it is and yet they have the audacity to have such short time for returns.  My P3P arrived 6 days and was having troubles from day 1. From day 1 I have emailed 4 times, called 8 times, online chat 3 times.  Yet, no adequate response.

DJI how am i supposed to let you know my product is defective before 7 days if you aren't listening and responding? I'm more frustrated than mad.  I want a phantom 3 pro that works, that would be so cool! I dont want one that doesn't when i paid full price.  Is that hard to understand?

quantor13

Tahoe_Ed Posted at 2015-9-13 01:26
Avalon, Thank you for your comments. You are right. Customer Service is our short fall right now ...

I can tell you how it is in Germany at the moment... The Turn Time at the moment is somewhere between 6 and 10 Weeks !!!

After my copter crashed unexpected I wanted to send it in for Warranty/Repair... It took them 4 days to send me a RMA Number after 1 Phone Call and 3 eMaills... not really acceptable....

The independent forums related to copters and drones in Germany are full of threads regarding the european and german support....

Biggest problem is the lack of communication.. It could be so easy: Keep your customers up2date about what's happening. (like a lot of companies do)... Send them automated eMails about the things happening with their products... Let your customers know when their send in copters were received... Let them know when a technician is starting to work on it... and so on...

Ikary2008

Tahoe_Ed Posted at 2015-9-12 18:56
Avalon, Thank you for your comments. You are right. Customer Service is our short fall right now ...

TERRIBLE RESPONSE FROM REPRESENTATIVE DJI.

FULL NO VALID EXCUSE TO JUSTIFY THE ABUSE TO CUSTOMERS.

Tahoe_Ed

Ikary2008 Posted at 2015-9-16 13:09
TERRIBLE RESPONSE FROM REPRESENTATIVE DJI.

FULL NO VALID EXCUSE TO JUSTIFY THE ABUSE TO CUSTOMERS ...

Ikary,

You say no valid excuse. How many companies have doubled in size year over year for multiple years running without growing pains. I am not making excuses just stating a fact. DJI has taken major steps to change our systems to make things work better and they are working better. In the US our turn time for new RMAs has been reduced significantly. We are clearing the backlog of units steadily. We do not abuse our customers but respect them. It would be abuse if we would have allowed the situation to continue. We have not. Senior management will not rest until we are the industry leader in customer service as we are in innovation.

pjdavis5567@hot · 2015-10-13

Tahoe_Ed Posted at 2015-4-10 03:35
Being part of Customer Service, I will object. While we are not perfect, we work very hard at mak ...

Tahoe_Ed , i'm sorry if you feel that DJI staff are being singled out however the facts are very obvious to the end users... DJI don't give a damn about their customers as soon as the purchase is complete. I am in the process of a dispute with DJI Europe at the minute... they made me an offer ( one i find insulting) to resolve the case and when i expressed my concerns and requested I get referred to the next senior level of consumer /customer care, they have opted to ignore my requests, and now it would appear they are determined to block / ignore any further attempts by myself to resolve thsi without employing a solicitor.
As a serving member of the Military for the last 22 years i find this approach to dealing with a problem most unprofessional. There are many men and women like you and I who do work 10 plus hours per day to make a wage, therefore when we spend that wage on what DJI like to call a reliable product, we expect DJI staff to treat us with respect and dignity. We the consumer are the people who will keep you the employee in a job after all.
Sorry again if you feel you may have a case to complain about people (consumers) belittling what you do, but thats what DJI customer care are employed to do, and customers wouldnt complain if DJI treated them fairly.

Tahoe_Ed · 2015-10-13

pjdavis5567@hot Posted at 2015-10-13 04:33
Tahoe_Ed , i'm sorry if you feel that DJI staff are being singled out however the facts are very o ...

Can you email me your contact information and ticket/RMA number. My email is edward.windham@dji.com. I will get it escalated.

bdsmitty88 · 2015-10-19

Tahoe_Ed Posted at 2015-10-13 11:40
Can you email me your contact information and ticket/RMA number. My email is . I will get it esc ...

Just wanted to share my experience as well.  I have been following the video lag thread for android devices and no 100% fix has come about.  I tried contacting DJI (per adorama recommendation) about a return.  I was told, by DJI, that they wouldn't honor a return because I didn't purchase the drone through their site.  This was after I emailed them multiple times, just to get a response.

I don't understand how DJI can have a different return (warranty) policy for something sold through an approved reseller. Especially, one as reputable as adorama.  They said they would repair the device, but they have proven that they cannot fix the android lag issue with a high confidence fix.  I also don't count disabling every function on the tablet and downgrading apps and disabling other services as a fix.  Its crazy that they can sell something that they claim to work and when it fails to perform they take no accountability.  Even if they came out with a guaranteed "fix" I wouldn't want it, because from all I can tell these drones used to work, they issued a firmware update and all went to hell.  There is nothing to say that it won't happen again.

I am not one to publicly complain, but I am just so disappointed in the service and the $1300 drone at this point that I don't know what else to do.  The experience will forever be ruined for me.

Tahoe_Ed · 2015-10-21

bdsmitty88 Posted at 2015-10-19 18:36
Just wanted to share my experience as well. I have been following the video lag thread for androi ...

BD, we cannot design apps for every version of Android. Different manufactures install different skins over the Android operating system. That is something that we cannot account for. We have a list of devices that have been tested and work. However, not running apps in the background, enabling debug, etc are part of having apps working on most devices. If you expect to be able to run everything in the background and still run a video intensive app in the foreground, I don't think that that device exists right now. It may in the future but not right now.

fvnaguib · 2015-10-21

Well, I need to buy 3 more drones and I am doing my research to buy anything other that DJI as I don't trust them in the future when I will need customer service. I have P3A with no issue so far.
I may wait till the next year, lot of companies will release awesome products and I may go with one of them. If DJI didn't work so hard to change thier customer service, they will loose the business and reputation very soon.

brycerichert · 2015-10-21

pjdavis5567@hot Posted at 2015-10-13 04:33
Tahoe_Ed , i'm sorry if you feel that DJI staff are being singled out however the facts are very o ...

What does serving in the military for 22 years have to do with this? Hope you get your quad fixed.

pjdavis5567@hot · 2015-12-24

Tahoe_Ed Posted at 2015-10-13 15:40
Can you email me your contact information and ticket/RMA number. My email is . I will get it esc ...

Tahoe_Ed, i apologise for my lack of response... since my post I decided to take matters into my own hands.
I contacted DJI HQ in China where i was treated with the utmost professionalism. I received an immediate response and a very acceptable discount on a replacement system. The staff at DJI HQ in China restored my faith in DJI.
I have purchased an Inspire 1 and have had no further issues.
Thank you very much for your kind offer of assistance in this matter.
Regards
Pj

pjdavis5567@hot · 2015-12-24

brycerichert Posted at 2015-10-22 07:57
What does serving in the military for 22 years have to do with this? Hope you get your quad fixed.

It means everything to me when it comes to operating in a professional organisation. I didn't get my quad fixed, but i did get a very acceptable resolution to my problem.
Thank you for your concern.

QptBgKW3dSEn

Tahoe_Ed Posted at 2015-4-10 10:35
Being part of Customer Service, I will object. While we are not perfect, we work very hard at mak ...

Of course you're going to object, you're paid by DJI. D-uh. Try being a customer.

Harley This user has been deleted	Tip: the author has been banned or deleted automatically shield
Harley This user has been deleted
	2015-4-25 Use props