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Don't expect this to be resolved with any confidence if you choose to send your drone in to get fixed. Mine was not fixed after a two week repair. It is slightly better, but not fixed. I got back online with support hoping for a resolution other than sending my drone back AGAIN for a second time and praying they actually fix the blurry image. At this point I have no confidence in this issue getting fixed. DJI is provide viable resolution either.
Read through this 3 hour chat I just got done with.
Ian Louis
hi there
09:34
Ian - Do you see this case # - CAS-419469-R6L5Y2
Ian Louis
ok ill go ahead and check your case kevin
The case is closed. I received my Mavic Pro back, but it is still not fixed properly. I'm really frustrated
09:35
You had it for two weeks. It is slightly better than when it left, but still has a Blurry/out of focus image in the lower right hand corner of the frame.
09:36
Second image is the original file. The first is the lower right hand corner of the frame. This was the first flight after receiving the drone back.
09:37
I need this fixed asap. This is unacceptable.
09:39
Ian Louis
have you try reset the camera kevin?
what do you mean?
Did you find the last case and read it? So you can see what the issue was?
09:40
And do you have documentation from the test flights you performed to see if the camera was sharp across the whole frame? Before you sent it back?
Since that was the original issue.
09:43
Ian Louis
im so sorry for the inconvenience kevin since i had reviewed your prevois case on our system the issue was not resolve so we would suggest you to send your drone back for repair
09:44
I can't go another two weeks without the drone. I need it. I already waited over two weeks for you to fix it the first time. Plus I purchased DJI care. I need a better solution than sending it back again!
09:50
Ian Louis
ok kevin we understand since we have tried all the possible issue sending the drone back is the only way to resolve this issue since this is a hardware issue, and it cant be resolve through a simple trouble shooting.
Ian Louis
i hpoe you understand kevin
can you send out a replacement instead of me having to send it back again? I need a working drone asap
09:56
Ian Louis
unfortunately we cant replace your mavic kevin because as per our policy.
Can you get a manager on the line?
09:58
I'm not confident it will get fixed right if I send it in again since it didn't get fixed right the first time and I don't want to be without it for another 2 weeks.
I need a better solution
10:01
Ian Louis
i do understand that kevin but since your drone came from our repair team unfortunately we can't process a replacement for your drone
What do you mean since it came from the repair team? I purchased the drone brand new?
10:03
I don't want a replacement as part of my DJI care, I want a working drone with a camera that works
does that make sense?
Ian Louis
when was the first time you activated your AC?
AC?
Can you look it up under my name?
10:06
Can you get a manager on the line?
10:08
Ian Louis
Aircraft
10:10
This is a known issue - https://forum.dji.com/thread-69767-3-1.html
Ian Louis
yes im looking on your recent case right now kevin
【System Message】Dear customer, the chat will be ended in 5 minutes if we don't receive a response from you.
10:13
Hello
10:16
Ian Louis
yes kevin can we process this for another repair?
I don't want to send it back in only to have it come back not fixed again and lose another 2 weeks of time. Do you understand?
10:17
Did you guys even test the camera after fixing it the first time to see if it was fixed?
And if you did test it, what did they do specifically?
10:19
Ian Louis
yes our repair team examined your drone before they shipped it out back to you kevin
So this blurry edge was acceptable to them?
then why should I send it back in?
10:20
Ian - do you have a manager on hand? I would like the following to happen: You send me a new drone that has been tested and has a sharp camera across the entire frame. when I receive it and properly test it for sharpness, I will send back this unit.
I can't waste any more time with this.
10:23
Ian Louis
unfortunately we dont have that process for that kevin
Please get your manager on the line
10:25
Ian Louis
im so sorry our manager is at the other line but dont worry kevin we will raise your case regarding your issue immediately
Who is your manager?
what do you mean you will raise my case?
10:27
Ian Louis
we will tell your problem regarding the case immediatley
tell who? So what is the plan?
I need details and a timeline.
What are you going to do?
10:35
Ian Louis
as per advice with my manager unfotunately the only solution for this is to send your drone back fto diagnose the prevous issue that is not resolved before
10:37
Ian Louis
however if you have a dji care refresh we can process a replacement unit under dji care refresh
10:39
If I sent it in for repair how quickly will it be sent back? Do you have an expedited service because this is the second time?
10:41
Ian Louis
it will be like in the same process for 2 weeks kevin becasue our repair team will diagnose it what is really the problem on the camera
10:43
Seriously? So you are telling me to sent it back in for another 2 weeks after I just sent it in for 2 weeks and you guys didn't fix it right the first time? And it may or may not get fixed this time I send it in, no guarantee
Did you tell your manager this is the second time? Ian - I need a better solution. Will you please get your manager online now.
With small additional charge, DJI Care Refresh offers up to two replacement units. Water damage is also covered! Purchase now
Hello, very glad to help you! What can I do for you?
10:46
Hello, who am I talking to?
hello?
MANAGER GETS ON THE LINE HERE:
Jason
Hi Kevin
10:47
Jason
I'm Jason
Hello.
Can you please read through the thread between Ian and I so I don't have to rehash it?
10:50
Jason
Oh okay Kevin, just a moment while i reread you chat history
Thank you.
It was started at 9:33
10:53
Jason
Okay Thank you for that Kevin
10:55
Did you read through it and look a the samples I sent? Also did you see the old case?
10:57
I've spent 8-10 hours on chats, phone calls, etc. with you guys at this point without a resolution; not to mention two weeks you had the drone to fix it yet it was unsuccessfully repaired.
10:58
Jason
Okay Kevin, I've read the chat history
【System Message】Dear customer, the chat will be ended in 5 minutes if we don't receive a response from you.
11:02
ok
Jason
Our procedure is to take the unit and get it to our center and process it back to you
Jason
But you want a different method
Jason
am i correct?
11:03
I want a drone that works asap since I already sent it back to you and it wasn't fixed properly. I don't really care about how that happens
What worries me more is that it was sent back to me but wasn't completely fixed.
11:05
So why should I send it in for another two weeks?
11:10
Jason
Yes, I agree, that was a blunder on our part,but for now, by sending it, we can process it again, and provide you the service you deserve
Have you read this case: https://forum.dji.com/thread-69767-3-1.html
11:12
Jason, I'm not confident it will come back to me fixed because of my first experience as well as I see other people have had the same result from your repair team (the issue not fixed when they send it back). Also, I need a better resolution than sending it for another two weeks. That is unacceptable.
11:16
Jason - who is your director?
11:19
Jason
just a moment Kevin, i was checking the forum link
【System Message】Dear customer, the chat will be ended in 5 minutes if we don't receive a response from you.
11:23
ok
Jason
Sorry for that prompt
11:25
Jason
Thank you for that link Kevin
11:26
Jason
Sorry if they have lost your confidence, Kevin
11:27
Jason
But If you send it back to us
11:29
Jason
I will try to my best to make it into a high priority case and as well as an escalted case. to appease your disappointments
【System Message】Dear customer, the chat will be ended in 5 minutes if we don't receive a response from you.
11:32
Jason - do you have a director above you that you can get online right now? I have very limited time left today (this chat has been 2 hours now). I need a better resolution. I need a fully fixed or new drone within one week max (returned to me by March 1st). I have a shoot next week I need this for.
11:35
If I send it to you today, will it be back to me by next week March 1st? Can you guarantee a one week turn-around (or Less)? Also, what is your plan to make sure the camera is sharp across the entire image this time? What type of quality control will you be doing? Will you be personally involved? Can you send me sample images from the camera after it is fixed?
11:39
hello
11:41
Jason
i apologize Kevin but we can't meet the one week max for your request
11:43
Jason
If you want to have call, to our superiors, you can contact us through +1 818-235-0789
okay. What is the fastest you can get it fixed? Can you guarantee it will be fixed right this time if I send it back in?
11:52
Jason
I cannot provide information as for the fastest, for what i can do is request for expedite and escalation, yes i can make a note to them to guarantee and fixed the issue
11:55
how much sooner does an expedited case move?
12:00
Jason
I'm unable to provide a definite number for that, for the center handles to procedure and neccesary processes
Jason
Sorry Kevin
12:02
oh boy.
so it won't be faster than two weeks?
12:08
Jason
I'm unable to promise you that
【System Message】Dear customer, the chat will be ended in 5 minutes if we don't receive a response from you.
12:11
so after nearly 3 hours, I'm no better off.
what a waste of time.
Jason
HERE ARE THE ORIGINAL IMAGES (w/BLURRY, out of focus right side edge)
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