Schata
lvl.4
Flight distance : 727641 ft
Germany
Offline
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Hi!
As I had to send my mavic in, because of the blurry image, I wanted to share my experience from the first to the last step (whatever it will be).
Case number CAS-495526-F1W9X8
So far not much happened. Sent it in today (March 13.).
Will update as soon as something happen.
Steps:
1. Feb. 26: Email sent to DJI support reporting the problem.
2. Feb. 27: Reply from DJI asking several questions.
3. March 8: Received a case number and shipping label.
4. March 13: Mavic shipped to DJI.
5. March 14: Delivered to DJI in Netherlands but no change in status
6. March 15: No change in status
7. March 16: No change in status
8. March 17: No change in status
9. March 18. No change in status
10. March 19. No change in status
11. March 20. Case not trackable anymore. Looks like case was deleted. According to DJI it is still there but I cannot track it. Now trackable again but no change in status.
12. March 21. Confirmation email from DJI received. DJI promises to ship the replacement in 5 business days.
13. March 21. A note is added that replacement is shipped. Tracking ID available. Tracking not possible yet. After talking to a support agent it´s gonna be a brand new unit and not a refurbished one14. March 21. Mavic left DJI facility and UPS will deliver it on March 22.
14. March 22. New Mavic arrived. Will try it out and post the results later.
Did the first flight test and took a ton of pics.
No blurry edges anymore. Mavic seems to be stable in the air even with wind of 28km/h and sudden changing of direction.
Did not flew much (31min only) but till now I´m happy with the replacement.
SUMMARY
1. Repair time: 9 days from handing over to UPS to get the new drone up in the air. That is absolutely reasonable.
2. Commucation: Catastrophic. Support tells stories (not to say lies) about the turnaround time. Was promised to get it swapped the same day it arrives in their facility. Actually it took 8 days.
3. Time before getting the shipping label: 10 days. Could be done faster. Most delay was caused by handing over the case several times to somebody and each agent asked the same questions (SN, proove of purchase etc.) ignoring that it has already been provided in the same chat/case. Scrolling up would have solve it.
Conclusion:
Am I satisfied with the support?
Well, yes and know. I´d give at least 4* for the case handling when I wasnt told lies about the turnaround times. Taking the "stories" i was told into account it drops to 2*, bercause to me honesty counts way more then handling time.
Will I ever buy from DJI again?
Well (again), taking into account all the horror stories I´ve read here about reaplacement or repair cases taking weeks to months (more or less) and the lack of communication, I must be one of the lucky pilots who got his problem solved in such a short time. Next reason for calling me lucky is that one replacement doesnt guarantee the problem beeing solved. One of the members here was in his fifth replacement case.
Depending on availability I might go for a local dealer instead of DJI online store. When I have a problem with a local bought unit I can simply drop it there and get a new one just at that moment without waiting for shipping labels and all the other processes.
What can DJI do to improve their service?
Very simple question. Be honest. Tell realistic repair/replace time to you customers.
Sooner or later a new big player will show up to the market bringing excellent drones to us. Providing a better service as DJI will cause customers to switch.
Till now there are no compareable products available but this day will come for sure. We all remember the Nokia story. Dont let DJI experience the same!
Thanks to everyone who followed my case and many thanks to the mods here. You seem to be the only DJI stuff who can/try/is willing to help us.
Alex
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