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Had heard numerous snidey comments about DJI customer service but have now experienced first-hand the disaster that it is. Dealing with the Europe office it took them 8 weeks to replace a cable that was preventing the app from connecting to the Ronin. At least that is what I think the problem was - almost impossible to get any information out of them - but they said they were still waiting for the cable from China. This is after saying that a lot of their staff were off sick - classic sign of an unhappy company.
Eventually - 8 weeks later (not 15-20 days as promised) it was returned while I was off on a shoot, but having tested it finally yesterday it does now connect from the app, but otherwise fails to work - cuts out after 30 secs and starts bobbing like a frightened chicken. This was with an A7RII not the RED so it wasn't a weight issue for sure.
Tried to call Customer Service - line is busy - no engaged signal - just busy and disconnect. All day and all the next morning. Finally tried to go through a different number - office closes at 3pm!!
Emailed them - no response for 24 hours and that was only after I filed the ticket twice to try to get their attention
Let me contrast this with Kessler - had some issues with the CineDrive but they are available to help and really bend over backwards to support.
Things break / fail, no problem, we understand that. But if you don't care about your customers and are completely unavailable, then you cannot play in the pro market.
So, I have ordered the Movi M15 and will treat the Ronin as a back-up - a toy basically.(And why does Ronin not appear in the drop-down lost of Products on Customer Service ticket page?)
Shame, it worked well to start with and I thought I'd saved the company a fortune by not buying the Movi....
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