tvtvarey
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This is my last attempt to have DJI treat me with an ounce of respect after dealing with 10 months of horrendous customer support. I hope this story helps people make a more educated decision before investing in this company.
Phantom 4 purchased new from DJI has manufacture problems causing it to falsley 'sense' objects when in complete open sky, which prohibits flight motion. 2 of the three batteries had issues as well and I asked they be replaced.
26 emails later, after sending ample evidence of said problems, video proof and flight records, DJI finally tells me I can ship it for warranty. I am faced with the shipment bill. Once it arrives I'm told the repairs are several hundred dollars. I have to jump through hoops to clear that up and after several days of consistent emailing they tell me they will once again cover the bill. The drone eventually arrives in the mail - it is broken and in bits. The camera is scratched, one of the motors feels loose, there is a broken piece loose INSIDE the camera, the batteries were NOT replaced, pieces of plastic exoskeleton were broken off and in the box etc etc.
I have had 2hr phone calls in which I was hung up on while waiting to speak with a manager, not once, many times. I've tried the most useless feature they offer known as live chat. It has gotten me nowhere. I have recently been sending every other day which have go unresponded to. My longest email thread with 'Mark from DJI' was to be escalated to higher support months ago, it never happened and he has now entirely cut me off.
At first I requested the drone be replaced with the same model new, seeing as I have no faith in the repair team after such a horrible experience. I need to be confident this drone is not going to fall out of the sky at a wedding and get me sued. That is why I need a new model, not a shoddily repaired version of my already defective model. This should not be very complicated to understand. After dealing with infinite red tape, I requested instead for a return for store credit so I can go ahead and make a new purchase. At this point I want nothing to do with the company and want a full refund on the product.
I will spread this message in as many public forums as I can. Hopefully this last effort will prove beneficial.
Thank you for your time,
thom
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