charlesrmc Posted at 2017-3-28 21:03
Wow I see from your case that you got your Mavic back... fantastic, glad to see that..
I have not been so lucky at all... Today marks 40 days that they have had my Mavic.. I keep getting told they are waiting on new product from China, that I am getting a replacement because I have DJI Care Refresh... but that they are waiting on more Mavics to be received from China so they can ship me my new Mavic from their California facility (USA).
It’s been another week, so I decided to call for another update on my DJI Care replacement. . .
Just got off the phone with "James" who says they are still waiting on new Mavics..(This is the same story I’ve heard for 3 weeks now). He does not know when new Mavics will come in from China, but that I should "give us 10 business days for this one" - this was not a researched date, just one that he came up with. He once again gave me the same script of how he has “created a ticket for the repair group to escalate this issue”. Seriously, they have told me that every…single…time I’ve called…
The problem I see is not only that DJI has had my Mavic for 40 days now with no idea at all when I will get my replacement shipped to me, it's the overall lack of any kind of urgency on their part. He just kept repeating that “this is the process”.
When I mentioned that new drones are shipping directly from China in one business day, he informed me that “well, this isn’t a new order is it?" I suggested they ship me one from China directly, like they do for new purchase orders. Not an option.
I mean seriously. I’m at a loss. DJI customer service keeps telling me I need to be patient. Ok, I was patient for a month; now I’m just angry. Angry because they have Mavics, they are just holding them for new purchases. There’s no “delay in repairs”. Like someone else here has said already, it’s just that the $1,000 from a new customer purchasing a Mavic new is more attractive than the customer who purchased your DJI Care plan already and is just paying $79 for a replacement.
DJI, you need to pay attention. You may be the big producer now, but drones are a quickly growing industry. If this is the best you can do in terms of customer service, you will be quickly forgotten in favor of companies who can do better. I’ll even pay for a product that offers slightly less from a company that is going to be there for me when I need them.
More later . . .