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Brutal After Sales Service That Do Not Stick To Their Word!!!
249 4 2017-3-14 14:53:08
fans591e5193
Beginner
Flight distance : 30606
Canada
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I have been having an issue with my Mavic where my gimbal camera would not stay level with the horizon when turning and moving. I had gone through all the trouble shooting methods with the DJI chat and it was determined that my drone had a manufacturer defect. A case was open and a shipping label was sent for a request that I was told was for a Replacement for a NEW drone. I sent out my drone under the premise that it was for a brand new replacement and have been checking the "Repair Progress Inquiry" since then. From the UPS tracking I saw that the drone had arrived last Thursday, although the case had not been updated to show this so I continued to monitor it. From this morning and before, my case had shown 4 steps. "Accepted, Product Received, Verified, and Product Delivered". This was obviously showing the steps for a replacement process. It was not until this afternoon, (5 days after the drone had arrived in Carson) that my case had changed from a "Replacement" case into a "Repair" case since it now shows 6 steps. "Case Accepted, To be Received, Damage Assessment, Quotation, Repair, and Shipment". I checked with DJI chat and they told me as well that it was a Repair Request Case. I was told before I sent the drone in the chat that my case was for a replacement of a new drone, and I had sent it under the premise that I would be getting a brand new drone back shortly. Now I am told that my drone has to go through the repair process which will take way much longer than I was planning for to be without a drone and I will not be receiving a new drone. Very Frustrating!!!!!!!!!!!!!!!!!!!!!!!!!

2017-3-14 14:53:08
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DJI Mindy
Administrator
Japan
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Your frustration is understandable.
I can check your case number from your forum email.I have brougth this to our management. We will follow up your case as soon as possible.
2017-3-14 17:53:59
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DJI-Ken
DJI team
Flight distance : 444792
United States
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Also, you don't automatically get sent a new aircraft. Yours comes in and goes through the evaluation process to determine if it's repaired or replaced.
2017-3-16 09:26:32
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fans591e5193
Beginner
Flight distance : 30606
Canada
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DJI Mindy Posted at 2017-3-14 17:53
Your frustration is understandable.
I can check your case number from your forum email.I have brougth this to our management. We will follow up your case as soon as possible.

Thanks Mindy, I saw today that the repair process has begun.. I will wait and see what becomes of it. Just stressful when you get told that "your drone will be replaced with a new one" and then told after that "it could be replaced or repaired" especially with all the Refurb horror stories. Thanks for looking into this though.
2017-3-16 11:32:52
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Et-arts
Beginner
Flight distance : 12552
United States
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Welcome to the black hole known as DJI customer service. Mine is to be replaced under DJI Refresh "with priority service" and it is taking more than a month so far. The refurb horror stories are a preamble to the refresh ones I'm afraid.
2017-3-17 11:50:56
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