JPK
lvl.1
United States
Offline
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This is what I post in every chat since last month and I keep getting the same canned response "sorry for you inconvenience, some one will email you in 24-48 hours." Since when does support not be able to escalate and issue.
ITS THAT TIME AGAIN….. To chat with you guys and have you assure me that this will be resolved. We are going over a month with not responses from my emails and Chat Representative basically telling that things will work out. How hard is it for someone to reply to any email and for you to actually contact someone to resolve this?????
This is in reference to 0019886212650. This was ordered on 04 Jan 2017 and was said to ship in 3-5 days. We did not receive anything after the purchase confirmation until a chat and two emails were sent on 11 Jan 2017. We then sent another email on 17 Jan 2017. This time we actually received a confirmation the they were looking into our inquiry. Sent another on the 18 Jan 2017 and now getting a little upset. Received another confirmation on 23 Jan 2017 and then approx. 12 hours later received a Tracking Number for FEDEX. Disappointed, but happy that it was shipped. FEDEX was unable to leave the package as DJI put a signature requirement on delivery. DJI also wouldn’t allow FEDEX to change the address of delivery or even the ability to drop it off at another FEDEX office for me to pick it up. After speaking with FEDEX I immediately sent an email on 26 Jan 2017 asking for this to be remedied by DJI changing the signature requirement or the ability to change the address. On 27 Jan 2017 I waited 2 hours to for a Chat since there is NOBODY I can speak with at DJI. Again, on the 28th and again on 01 Feb 2017 and again on 02 Feb 2017 and again on 03 Feb 2017 and again on 06 Feb and today with yet another long wait today for a chat.. The most recent have told me they have escalated and to wait 24-48hrs. I’ve done that twice.
I finally received an email reply on 07 Feb from my sending a daily email asking where is our order and to have it changed to NO SIGNATURE REQUIRED. I reply’d back but, still NOTHING. I do think this might of been a result of me complaining about the DJI communication on one of your forums on 06 Feb. How busy can you be and how many people work for that company?
All of this falling on a company that does not care about their customers and their assurance every time I chat that they are passing this on to some who will email me back. I tried to escalate this to a manager, but none seem to exist with the chat group. They also stated they have no phone number to pass on and they are unable to make phone calls themselves. This whole experience has left me to reconsider ever purchasing from DJI or any of their products again. How hard is it to communicate within your company and more importantly your customers. I know what you are going to say, “We’re sorry and I will forward this to someone who with contact you”. It’s like we're living 30 years ago. I thought the Internet was supposed to make communicating more efficient and quickly. Any other company, I’ve dealt with via email and chat responds ASAP. Lastly and sadly, I’ve learned the hard way the DJI is awful of communicating. |
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