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Response from the assistance
124 9 2017-8-7 06:37:42
Lalli
Beginner
Flight distance : 2933
Italy
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I'm really disappointed with your assistance. I'm waiting for a response from you for 3 weeks to figure out what happened to my drone and where the drone is.
I have 2 questions for the forum:
Do you know what technical support technical response times are? I  wonder why I see many people complaining about the length of time ...  and I would like to see if there is a minimum to wait, which I think has  passed.
How do you make a formal complaint to dji? Possibly not write to the forum or write to European support.

I'm really disappointed with how so expensive a product so bought has this kind of assistance
2017-8-7 06:37:42
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fanscb1f5a91
Beginner
Flight distance : 88319
United States
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You could try getting on the Chat thing with a tech rather than waiting for an email response.
2017-8-7 09:13:49
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Lalli
Beginner
Flight distance : 2933
Italy
Offline

I've just tried....
2017-8-7 11:29:42
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DJI Mindy
Administrator
Japan
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Lalli, I'm terribly sorry for the delay in data analysis process. This situation has filled us with regret, we are sincerely sorry for the trouble you’ve been caused,
Your case has been escalated again to local team to follow up including your complaint, they will help to get this addressed for you as soon as possible, really sorry for the unpleasant experience.
2017-8-7 19:28:34
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Lalli
Beginner
Flight distance : 2933
Italy
Offline

DJI Mindy Posted at 2017-8-7 19:28
Lalli, I'm terribly sorry for the delay in data analysis process. This situation has filled us with regret, we are sincerely sorry for the trouble you’ve been caused,
Your case has been escalated again to local team to follow up including your complaint, they will help to get this addressed for you as soon as possible, really sorry for the unpleasant experience.

Thank you dji Mindy.
An hour ago, American support wrote me an email (I've already talked to the European one and also to the Dutch one).
I thought, "something moves"!
But instead of giving me an answer, ask me again about the data I sent you on July 19, 2017, both by email and by uploading the video on your cloud. So it means that so far nothing has been analyzed.
It can not be so tedious to communicate with you, but this proves that actually nobody had looked at us yet.
I told him that I have already sent the data on July 19, 3 weeks ago; If the data is to be sent again, I will do it, but you have really poor service.
I look forward and let you know the developments
2017-8-8 06:32:15
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Lalli
Beginner
Flight distance : 2933
Italy
Offline

I would like to understand from the forum, if only I'm catching long times.
2017-8-8 06:40:08
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DJI Diana
Moderator
Japan
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Lalli Posted at 2017-8-8 06:32
Thank you dji Mindy.
An hour ago, American support wrote me an email (I've already talked to the European one and also to the Dutch one).
I thought, "something moves"!

Sorry for the trouble you have been caused. Just checked it, it is under process now, I'll keep an eye on it also, will keep you updated!
2017-8-8 23:26:40
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DJI Diana
Moderator
China
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Update:  
The data analysis has been finished, we've sent an email with the result to you, please check your email box.
2017-8-9 00:30:01
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Lalli
Beginner
Flight distance : 2933
Italy
Offline

DJI Diana Posted at 2017-8-9 00:30
Update:  
The data analysis has been finished, we've sent an email with the result to you, please check your email box.

Thank you so much for checking and unlocking the situation, I wrote again to you to understand some things.
Please give me a quick response so that I can proceed.
Thanks again
2017-8-9 00:57:20
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DJI Mindy
Administrator
China
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Lalli Posted at 2017-8-9 00:57
Thank you so much for checking and unlocking the situation, I wrote again to you to understand some things.
Please give me a quick response so that I can proceed.
Thanks again

Lalli, email has been replied by support, please check.
2017-8-10 19:18:50
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