Lemon AV
lvl.1
Spain
Offline
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So here's our story:
After lot's of research and comparison on follow focus' we decided to go for the DJI FOCUS. Even though wireless follow focus are expsensive products, DJI's option look reasonable at first glance, good build, nice motor size, a handy controller and clase included. That's all we needed.
So we purchased the kit and used it for several shots over the first 2 months. Then one day, the motor was dead. No reacting to calibration and a weird internal noize. Oh well, bad luck we thought, no worries though, it's brand new so we'll contact DJI and just ask for a replacement, like with any other expensive gear that is purchased for proffesional use. Well this is the case with other manufacturers but not with DJI. First one contacts the support service via email; 2-3 days later someone replys with truisms: "Are you sure the motor is on?" "This is how you calibrate a motor..." "Please check your firmware update". And this is when fustration begins, one would expect a proffesional and serious response on the other side, right? such as a conversation between a professional product supplier and production companies that offer high end services, which is why they decided to purchase a product like a follow focus. But no, DJI SUPPORT teams acts as you are a total dumb user that doesn't have a clue of what one's doing and hasn't spent time reading the manual.
After battling several emails back a forth, they ask us to send a video. They finally accept there's a problem; open an oline case to send over the motor. No chance of getting a replacement, even insisting on every email about it. This request is tottally ignored.
Then one goes through the repair progress, and extremely long wait, 1 month at the service centre in Netherlands.
And the motor comes back, do a few tests, work with it for a couple of days and the gone agian. Are you kidding me? No, the product has barely been used for 2 weeks and it's gone again.
One more time, contact the support team at DJI, go through the whole dumb questions again, even when we sent a new video on our first message. We even waited for a few extra days after misteriously, some of our reply emails had not gone through.
And here we are, 6 months after we've purchased the product, with 2 RMA and probably less then 10 days of work with this product.
SO MY QUESTIONS ARE:
· Is the DJI FOCUS really a wireless follow focus to be used in multiple setups or is it more like an accessorie limited to be used with the RONIN? And this question is related to powering the motor as it seems like the D-TAP P-TAP connector should never be pluged in directly to a battery.
· Will DJI attemp to improve their customer service for professionals that expect more from them?
DJI might be great for their drones, but I can assure you that I will be staying away from their products in the future, now knowing the terrible consecuences if something goes wrong with them. So keep this in mind for the next time. One kills the price for professionals in exchange for having a terrible customer service.
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