paraviz02
lvl.4
United States
Offline
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Hello,
It had taken about 2 weeks of biting my tongue before finally giving in to write this.
Back on June 12, 2017, we had a minor accident -- Inspire 2 only had damage to props. But the X4S camera would not work (an issue with the sensor, as well as gimbal). Product was shipped to DJI on the 13th of June and received by them on the 14th. (We are only about 45 minutes away from their repair facility.)
Since then, we have not been able to get any valuable information or legitimate status updates on the matter. We first received a case number CAS-707659-X1T8M3, which we were using and seemed to only confuse the situation. Finally, someone said that our actual case number was CAS-716134-N8D8D3. I still don't know which is the actual one, or why I had two case numbers.
Initially, we never even received any of the emails/attachments that we were supposed to receive after starting the DJI Care Refresh return process. Though we received the UPS label very quickly after we put in the request, we didn't even know the case number or know what forms to fill out, and it took multiple calls into DJI on the 13th of June (while our X4S was sitting at UPS facility) to actually get the proper paperwork for us to be able to send it back to the repair facility. We had to call to UPS to have an employee write our newly learned case number on the package, and ended up driving to UPS before the package was actually shipped to get the paperwork into the box. Not fun.
In at least two of the many phone calls I've made to DJI about this, it seems that the repair facility has no idea what's actually going on with my product. (As if it was sitting on a "lost and found" table in the warehouse ...)
But the biggest issue that I can't seem to understand is WHAT GOOD IS DJI CARE REFRESH, IF IT ISN'T WHAT WAS SOLD AND I CAN'T GET MY CAMERA REPLACED?
It has now been almost 4 weeks. We are planning to use this for business/professional purposes. How could that even be possible if we have huge windows of nearly 1 month that our product is completely out of commission, with ZERO information about what's going on? We would simply go out of business if our goal was to sell video or inspection services using our Inspire 2.
I purchased DJI Care Refresh specifically because of the following information that is on DJI's website: "DJI Care Refresh is a service plan that provides you with peace of mind, covering damage to your DJI product. DJI Care Refresh is valid for 12 months and offers up to two full replacements at additional charge if accidental damage occurs to your product during normal use. Each time you request a replacement, you’ll receive a replacement unit that is new or equivalent to new in performance and reliability." I don't have peace of mind right now.
What am I supposed to expect with DJI Care Refresh? The information at https://repair.dji.com/en/support/RepairTrace stated that my product was received at 5.21p on June 14, 2017. It is still stuck at "Conducting Damage Assessment" -- which says "It will take 1-3 working days to conduct damage assessment." And that's fine ... But then it says "Please wait patiently." 1-3 days is not a big deal. But I still don't know what's wrong with my camera, nor do I have any idea what's going on or a date on when I will be receiving it back.
I'm not too excited about spending thousands of dollars on a product that DJI is struggling to support. I thought that I should be receiving a replacement unit. According to DJI's store, I could purchase and receive a brand new X4S camera to be shipped within 1-3 business days of payment confirmation. Why am I still sitting here waiting almost 1 month for my replacement with DJI Care Refresh?
DJI's website explicitly states that "you'll receive a replacement unit that is new or equivalent to new in performance and reliability." THAT IS WHAT I WANT -- AND I WAS DESERVING TO HAVE IT WEEKS AGO. I really don't know what DJI is doing with my X4S camera right now, but I would really like to be able to get back into action with the hardware I have purchased from DJI.
On a side note, when we first received the X4S camera, the glass on the front was smudged as if someone had got really thick grease or glue all over it. Using a lens cloth, I was not even able to remove the smudges. Did I possibly receive a refurbished unit labeled as new? I would not have expected the glass to be so unclean, and I wouldn't expect it to come out of the factory that way, especially considering how amazing China is at manufacturing tech.
Does anyone have any information on their experience with DJI Care Refresh in USA? I'm very frustrated and even more discouraged, and we have missed many great opportunities to use the Inspire 2 -- which is an AMAZING piece of engineering! The problems seem to be the post-sales processes created to support the people who have paid DJI thousands of dollars for hardware.
I don't think it is fair to sell the DJI Care Refresh the way as it has been labeled on the DJI website. It is extremely misleading, and I definitely feel that I did not know what exactly I was purchasing. (Or maybe DJI did not handle my case the way it should have been handled?)
I specified in the return report that a gust of wind had knocked the Inspire 2 out of control, sending it into the bushes. So I am hoping that we aren't put in a low priority because it was assumed to be "flight under unsuitable conditions" ... Because we currently have 100% of our flights taking off from the same location that we also control a weather station -- and we do have all wind data taken 10m above ground at 1 minute intervals to prove that our flight conditions were suitable for the DJI Inspire 2 recommended conditions -- there was a maximum wind gust of 8.5m/s throughout the entire day.
All that being said, I personally think the DJI Inspire 2 is a beautiful piece of machine and we have truly loved flying with it. I just wish that I wasn't completely left out of what is going on with my hardware -- or what exactly DJI Care Refresh is supposed to actually be.
We need to get back in the sky with our camera ASAP. Please help.
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