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likarok
lvl.1

Canada
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Had my brand new Phantom 4 pro for about 24 hrs when it shut off mid flight and dropped out of the sky. This was only the second flight with a total of maybe 9 minutes flight time between both flights.Gimbal camera sheared off and damaged landing gear. Local DJI store reviewed the flight record and said it doesn't look like I did anything wrong and appears to be
a good candidate for warranty replacement. Ticket submitted about 36 hrs ago. Waiting for follow up email with further direction which is supposed to come within 48 hrs of the ticket submission. My timing of this purchase was so it could be used on my summer vacation this week. Needless to say, I'm quite disappointed they weren't able to assess this at my local DJI store for immediate replacement.
2017-8-1
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Geebax
Captain
Australia
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'I'm quite disappointed they weren't able to assess this at my local DJI store for immediate replacement. '

It is not that surprising. A P4P is an expensive thing, and to work out if it should be replaced under warranty will require an experienced DJI representative to examine the flight record before they will make you an offer. Your local DJI store is not qualified to make that assessment.
2017-8-1
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dronist
Captain
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United States
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Experienced DJI representative...
2017-8-1
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MeDrone
lvl.3
Flight distance : 1245548 ft
Italy
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Ok,now the P4P falls out of the sky?Do i need to worry?
2017-8-1
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Siambuddhas Gro
First Officer
Flight distance : 116926 ft
Singapore
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Wow...tat we need to start worrying
2017-8-1
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kykphantom
Captain
Flight distance : 5892388 ft
Cyprus
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Geebax Posted at 2017-8-1 18:05
'I'm quite disappointed they weren't able to assess this at my local DJI store for immediate replacement. '

It is not that surprising. A P4P is an expensive thing, and to work out if it should be replaced under warranty will require an experienced DJI representative to examine the flight record before they will make you an offer. Your local DJI store is not qualified to make that assessment.

That's right, P4P is an expensive thing ... for whom? For DJI? Definitely, it is an expensive thing for the customer who paid a lot for that thing. Warranty is not only for cheap things.
And if so, DJI has to have the process and personnel to assess the situation fast. e.g. the local dealer can send the log files (via internet, so DJI will have them in few milliseconds) and their first aid expertise to have their assessment in few minutes, and then reply back with instructions to their local dealers - for example.  
2017-8-1
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Geebax
Captain
Australia
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kykphantom Posted at 2017-8-1 20:28
That's right, P4P is an expensive thing ... for whom? For DJI? Definitely, it is an expensive thing for the customer who paid a lot for that thing. Warranty is not only for cheap things.
And if so, DJI has to have the process and personnel to assess the situation fast. e.g. the local dealer can send the log files (via internet, so DJI will have them in few milliseconds) and their first aid expertise to have their assessment in few minutes, and then reply back with instructions to their local dealers - for example.

And taking into account different time zones? Think it out first.
2017-8-1
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kykphantom
Captain
Flight distance : 5892388 ft
Cyprus
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Geebax Posted at 2017-8-1 20:38
And taking into account different time zones? Think it out first.

They can add few hours to the whole process, that's it. Total response time within 24 hours!
2017-8-1
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DJI Susan
Administrator
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We are so sorry to hear the accident of your aircraft. Generally, the local dealer needs to report the issue in dealer system first so that our engineers could analyze first. Could you PM me your case number or ticket number? We will look into it.
2017-8-1
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likarok
lvl.1

Canada
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Thanks DJI Susan, I don't have ticket number or case number yet. I'm still waiting for the followup email from my initial call to DJI. It's been almost 48 hours now so hopefully I will have the number soon. I PM'd my details to you in case you can check for the case number on your end using my name and email address.
2017-8-2
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Geebax
Captain
Australia
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kykphantom Posted at 2017-8-1 22:48
They can add few hours to the whole process, that's it. Total response time within 24 hours!

Even Apple, who are generally acknowledged as world's best in customer service don't do it in that time frame. Your dreaming.
2017-8-2
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JoeCec
First Officer
Flight distance : 3491430 ft
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United States
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Geebax Posted at 2017-8-2 02:57
Even Apple, who are generally acknowledged as world's best in customer service don't do it in that time frame. Your dreaming.

I agree. People seem to be forgetting that DJI has a couple things on their plate right now. Not saying customer support should be put to the wayside, but if you have a local dealor why go to an online site where you may or may not be noticed? In person is a lot better than this forum. Besides, you're lucky to have a local "store"
2017-8-2
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ALABAMA
Captain
Flight distance : 10442687 ft
United States
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To me it would make good sense to authorize any store to be able to handle any customer problems on the spot.  They should be the first point of contact if customer has problems after making a purchase there.
2017-8-2
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Antonio76
Captain
Flight distance : 144403 ft
Denmark
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ALABAMA Posted at 2017-8-2 04:32
To me it would make good sense to authorize any store to be able to handle any customer problems on the spot.  They should be the first point of contact if customer has problems after making a purchase there.

Do you mean ANY store selling DJI drones? Or just the "Authorized Retail Stores" ( http://www.dji.com/ars/apply )
2017-8-2
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ALABAMA
Captain
Flight distance : 10442687 ft
United States
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Yes, authorized dealers
2017-8-2
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Geebax
Captain
Australia
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ALABAMA Posted at 2017-8-2 04:32
To me it would make good sense to authorize any store to be able to handle any customer problems on the spot.  They should be the first point of contact if customer has problems after making a purchase there.

In theory you are correct, but I don't see DJI letting authorised dealers evaluate the flight logs. It is quite a specialised task, even experts on here will tell you that.
2017-8-2
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ALABAMA
Captain
Flight distance : 10442687 ft
United States
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Very true, Geebax
2017-8-2
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