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My replacement experience
1573 32 2017-3-22
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Schata
lvl.4
Flight distance : 727641 ft
Germany
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Hi!


I´ve sent my Mavic in because of the blurry image. Now its back. 10 days. Not bad, right? Well, yes and no. Why? Here it comes:

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. Was promised to get the faulty unit swapped the same day my drone arrives at their facility.
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 one
14. March 21. Mavic left DJI facility and UPS will deliver it on March 22.
15. 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*, because 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

2017-3-22
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Daroga
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Thanks for your feedback. From a different perspective, most DJI customers worldwide will view 10 days as petty good support. At least I do. Few of my hobbies can have an complex item fixed in 10 days and retuned!

In most support cases, we are victims of the success of DJI and their push to release new models that push the design envelope. Do we really desire otherwise?

We, as customers, rarely have the insight into the demands placed on a business. For example, in your time line, your Mavic was delivered on March 14th, but wasn't acknowledged until March 21st. From one point of view this is unacceptable, but from the business perspective having DHL drop off 250 boxes does not constitute an acceptance email to anyone. Each box must be matched to a case number if possible and sorted for the repair/replacement queue. The box must be opened and inventoried. Etc. Etc. Etc. .........

As customers we expect instantaneous results, but the business has no control of the repair input stream. In a week imagine the possible changes in repair stream! So is staffing the issue. Probably not the root issue. You need well trained and dependable staffing for any repair business and it's not like drone repair specialist are knocking down the door for jobs. Once the service technician becomes accomplished, they likely depart and start your own 3rd party business to make more income.....

Also, as customers, we forget that time is money. With a business, goal accomplishment is priority one. Repair/replacement of your drone is probably DJI's priority one. Emails and communication, while expected and nice, are unfortunately a much lower priority for business and if not automated, becomes a drain on repair manpower staff. Not an excuse, just a business reality. Communication certainly needs improvement across the business - from documentation, to sales support, to repair.

I'm not defending DJI, but after years of being a DJI customer, I know that when I buy something that I'm a victim of INVENTORY. If it's available, I get it fast. If not, then I get it in a month. If demand exceeds the supply chain then I wait patiently for them to catch up. Communication is non-existent, but for me, it's no longer expected either. I know I will get the results that I seek (eventually). I fear they run their repair business similarly!

If you look at the design change engineering that has progressed over the lifetime of the DJI business, you can appreciate the background efforts to make our current drones more modular, more sustainable, and more repairable. As the industry continues their maturity progress, improvements will continue.
2017-3-22
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hallmark007
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Good job Schata, and thanks for reporting on your exact timeframe for having your Mavic assessed and repaired. I think most would agree with your own assessment and the need for improved CS and how they might deal with others in the future, as droga said we are victims of dji's success particularly with the success of the Mavic . Having been using dji products for a number of years I can say many things have improved although for some it's not quick enough. I think dji needs to have a customer service in Europe for Europeans to properly deal specifically with Europe but I'm sure it will happen soon.
Good luck with your new Mavic and enjoy flying it..
2017-3-22
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rogermbyrne
lvl.1

Germany
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Glad yours worked out well in the end and you're happy, I'm 36 days waiting now for a replacement because of Jello and Blurs out of the box.

As you say, one can only hope that the replacement doesn't have issues.
2017-3-22
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Schata
lvl.4
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Daroga Posted at 2017-3-22 07:50
Thanks for your feedback. From a different perspective, most DJI customers worldwide will view 10 days as petty good support. At least I do. Few of my hobbies can have an complex item fixed in 10 days and retuned!

In most support cases, we are victims of the success of DJI and their push to release new models that push the design envelope. Do we really desire otherwise?

I´m absolutely with you. I know how complex business tasks can get. Actually I´m a CEO of lasertack.com and am experienced enough that nothing in business lasts simple for a long time.
My point was just HONESTY. Repair or replacement can take some reasonable time. Thats not a problem.
I understand why DJI cannot act like Amazon or Apple who are also not always honest btw. It is just because of the lack of experienced stuff and slow (not fast enough at least) manufacturer.

The CS shall be honest and calculate the timeline + x as some kind of a buffer. It will take this time anyway and the customer doesnt have any other chance as to wait. So why promising impossible things?

When we calculate delivery time for customized products we add 2-4 days for all potential things (shipping delays, customs etc.).

2017-3-22
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Schata
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hallmark007 Posted at 2017-3-22 09:16
Good job Schata, and thanks for reporting on your exact timeframe for having your Mavic assessed and repaired. I think most would agree with your own assessment and the need for improved CS and how they might deal with others in the future, as droga said we are victims of dji's success particularly with the success of the Mavic . Having been using dji products for a number of years I can say many things have improved although for some it's not quick enough. I think dji needs to have a customer service in Europe for Europeans to properly deal specifically with Europe but I'm sure it will happen soon.
Good luck with your new Mavic and enjoy flying it..

They have an European customer service in the Netherlands. Not sure what which countries else have to send their products to this facility. But thanks God that we do not have to return them to China.
Importing things to China is pain. The customs is VERY serious.
2017-3-22
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Schata
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rogermbyrne Posted at 2017-3-22 09:47
Glad yours worked out well in the end and you're happy, I'm 36 days waiting now for a replacement because of Jello and Blurs out of the box.

As you say, one can only hope that the replacement doesn't have issues.

Did you send yours in for replacement or repair?
Did you try to contact one of the mods here?
2017-3-22
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Mcdudeflut
Second Officer
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Netherlands
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Hi Schata,

Thanks for informing us with your post.
It's close to my own experience with DJI

Only i was wondering.
You wrote "After talking to a support agent it´s gonna be a brand new unit and not a refurbished one".
Did you receive a new unit ?
And how do you know if it's a new unit and not a refurbished one?

2017-3-22
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Daroga
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Schata Posted at 2017-3-22 10:25
I´m absolutely with you. I know how complex business tasks can get. Actually I´m a CEO of lasertack.com and am experienced enough that nothing in business lasts simple for a long time.
My point was just HONESTY. Repair or replacement can take some reasonable time. Thats not a problem.
I understand why DJI cannot act like Amazon or Apple who are also not always honest btw. It is just because of the lack of experienced stuff and slow (not fast enough at least) manufacturer.

Agree with you completely and the community truly appreciates your honest feedback.
The problem with an immature drone marketplace is that businesses must invest heavily in product and technology advances to stay ahead in market share.  

Hopefully with time, CS will improve. But it will never be soon enough!

Thanks again...
2017-3-22
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Schata
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Mcdudeflut Posted at 2017-3-22 12:49
Hi Schata,

Thanks for informing us with your post.

Yes, I did get a new unit. At least all the stickers were on it.
I can only rely on what they told me and what I see.

I dont see any signs of use and the SN is also different. Both dont guarantee that it is a 100% brand new unit but.....
2017-3-22
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Schata
lvl.4
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Daroga Posted at 2017-3-22 13:06
Agree with you completely and the community truly appreciates your honest feedback.
The problem with an immature drone marketplace is that businesses must invest heavily in product and technology advances to stay ahead in market share.  

They have to improve. Thats the only chance to last. Great products will not help when the CS keeps at its current level.
It only need one competitor who brings a good product with better support and DJI will be done.  

I´m sure they will improve but for a customer it cannot be fast enough
2017-3-22
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Mcdudeflut
Second Officer
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Both my replacement and my repaired Mavic had new stickers and a different SN.
Do i think i received a new unit,..........does Santa really exist?
Anyway DJI does a great job in letting us believe in fairy tales   
2017-3-22
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hallmark007
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Schata Posted at 2017-3-22 10:25
They have an European customer service in the Netherlands. Not sure what which countries else have to send their products to this facility. But thanks God that we do not have to return them to China.
Importing things to China is pain. The customs is VERY serious.

For Ireland it's Netherlands I had to use it once for a P4 , I was told 10 working days, ups picked it up and returned it in the timeframe outlined, I never checked whether they received it or when they return it, I just let them do what they do , so I don't have to worry how long it takes to open a box look at my drone repair my drone.
If it went passed the timeframe then that's the time to check what the problem is, I think it's best to let those who know what they're doing get on with doing it. If I have to email phone talk to engineer, then this will only interrupt what they are supposed to be doing, which in turn will slow the whole process down.
2017-3-22
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AG0N-Gary
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Schata Posted at 2017-3-22 13:22
They have to improve. Thats the only chance to last. Great products will not help when the CS keeps at its current level.
It only need one competitor who brings a good product with better support and DJI will be done.  

You are correct.  CS is top of the list with me, including 100% honesty.  Tell me it is going to take three weeks and I'll expect three weeks.  Tell me it will be 3 days but it takes 3 weeks without any discussion, and I'll not be returning.  I really can't see a reason to not take care of the customer.  If you want to have customers, you have to service them.  It is much more important to fix the problems so you can get to the bottom of the causes, than to bring out more bad units.  It has been very apparent since I've been dealing with DJI that WE are the beta testers in all cases.  I've done beta testing in other fields, and I can tell you that we got heavy discounts and priority support when we found and reported a problem.  We just haven't seen that happen with DJI.
2017-3-22
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fansd5e62b72
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I see some people here gloss it over and say "ten days is pretty good turnaround time".

Well, for one, ten days might not be horrific turnaround time, but it isn't stellar either. The uncertainty the customer experiences with delays of several days between the logistics partner tracking the item as delivered and the DJI system acknowledging it as received does not help matters.

In any event, calling this a ten day turnaround case is grossly misleading. For me, as a customer, the "turnaround clock" starts ticking the moment I report the fault. That means, in this case, the turnaround time was days short of a month.
2017-3-22
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Schata
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fansd5e62b72 Posted at 2017-3-22 15:37
I see some people here gloss it over and say "ten days is pretty good turnaround time".

Well, for one, ten days might not be horrific turnaround time, but it isn't stellar either. The uncertainty the customer experiences with delays of several days between the logistics partner tracking the item as delivered and the DJI system acknowledging it as received does not help matters.

The delay caused by the internal way at the facility is something I also do not really understand. I think they simply do not have enough experienced people working there to handle all the cases.
Would the regular timeline be lets say 3 days, then I wouldnt be happy about waiting for 10 days.
But most customers are waiting way longer as 10 days and some of them are going through several replacement cases.
I also think that they cannot send you a shipping label just at the time of the first email. They need to verify the problem first and look whether it can be solved at your place. Sure I had a delay of several days because they asked me several times for prove of purchase, SN etc. That not necessary for sure. Simply going thorugh the chat would give them this information.

You´re trying to put DJI to the same service level as Amazon or Apple but they are not there yet.  DJI has about 3300 people working for them including the developers. How many have Amazon or Apple? Way more. So they can act faster providing a better service.

As mentioned so many times here DJI is a victim of its success ad so we are. They are growing in sales much faster as in service, quality control and especially in after sales service.
2017-3-23
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MikeG2
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My experience has been the same. Case #CAS-493793-Y4T5B7

Rec'd my new drone 3/6/17.
Unpacked the drone and had a rattle in the body behind the battery compartment.
Called support - John in support gave me a case # and said that they would ship me a replacement unit once they received my return.
I received UPS shipping labels on 3/7 and shipped the unit back the same day.
Shipment was received on 3/12 per UPS.
DJI acknowledged receipt on 3/17.
I have since contacted DJI support several times by phone (last contact was 3/23) and Reo in support told me my drone has been inspected and was now in some sort of approval stage?
Reo suggested that I call back on Monday 3/27 to check on progress.
Mind you John in support originally told me they would ship a replacement once they received my return???? I expected DJI opens my return shakes the drone, it rattles, then notify warehouse to ship my replacement????

Keep in mind that I purchased/paid for the unit back on 3/1 and through no fault of my own still don't have a drone!!!   

  
2017-3-23
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Schata
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MikeG2 Posted at 2017-3-23 08:55
My experience has been the same. Case #CAS-493793-Y4T5B7

Rec'd my new drone 3/6/17.

It is horrible. Hope you get it back soon.

2017-3-23
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DJI Natalia
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Thanks for sharing your experience here, we sincerely sorry for the delay in repair process, while we glad to hear your received it and enjoy the flight.
Appreciate all your feedback, which provides us motivation to keep improving.
For any further questions, please feel free to contact us at any time, we're glad to help.
2017-3-24
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DJI Natalia
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MikeG2 Posted at 2017-3-23 08:55
My experience has been the same. Case #CAS-493793-Y4T5B7

Rec'd my new drone 3/6/17.

Thanks for bringing this to our attention, this situation has filled me with regret. I've forwarded this concern to our related team and asked them to take care of this case as soon as possible.
2017-3-24
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MikeG2
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DJI Natalia Posted at 2017-3-24 03:09
Thanks for bringing this to our attention, this situation has filled me with regret. I've forwarded this concern to our related team and asked them to take care of this case as soon as possible.

My continuing nightmare!!

I did get some attention as a result of you forwarding my posting to another team. I received a call from Qscar last Friday 3/24 stating his concern about my situation and that my replacement drone was going to ship that day or at the latest this past Monday 3/27. Well... low and behold I called today 3/28 to follow up and was told my replacement "was approved" and would ship in (10) days????  

I can't even tell you how aggravating it is dealing with your company. You have such great products and by far the worst customer service I have ever experienced!!

We have a vacation planned to Costa Rica in two week and were planning on taking some great volcano, rain forest and waterfall videos - at this point I'm doubtful that that will happen!! What a huge disappointment.
2017-3-28
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The Rev
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I sent mine in for repair with a case logged 14/03/17 and posted 15/03/17 and UPS delivered it 17th.
They acknowledged receiving it on the 24th so a week just to acknowledge it and status changed to conducting damage assessment on the 24th that says will take 1 -2 days but again I have heard nothing.
I wish Apple made drones.
2017-3-28
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DJI Natalia
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MikeG2 Posted at 2017-3-28 11:35
My continuing nightmare!!

I did get some attention as a result of you forwarding my posting to another team. I received a call from Qscar last Friday 3/24 stating his concern about my situation and that my replacement drone was going to ship that day or at the latest this past Monday 3/27. Well... low and behold I called today 3/28 to follow up and was told my replacement "was approved" and would ship in (10) days????  

It should be shipped out as promised, I've left a message to them and asked them to look into it for you soon, deeply apologize for the trouble caused.
Appreciate your patience.
2017-3-29
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DJI Natalia
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The Rev Posted at 2017-3-28 13:17
I sent mine in for repair with a case logged 14/03/17 and posted 15/03/17 and UPS delivered it 17th.
They acknowledged receiving it on the 24th so a week just to acknowledge it and status changed to conducting damage assessment on the 24th that says will take 1 -2 days but again I have heard nothing.
I wish Apple made drones.

What's your case number? we'll check the status for you.
2017-3-29
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The Rev
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DJI Natalia Posted at 2017-3-29 00:35
What's your case number? we'll check the status for you.

Thanks Natalia   CAS-506661-Q8H2G1
2017-3-29
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The Rev
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DJI Natalia Posted at 2017-3-29 00:35
What's your case number? we'll check the status for you.


Hi Natalia did you manage to check the status of this case as its sat waiting to be assessed for 5 days and it states it takes 1-2 days  CAS-506661-Q8H2G1
2017-3-29
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NoSale
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Schata Posted at 2017-3-22 13:08
Yes, I did get a new unit. At least all the stickers were on it.
I can only rely on what they told me and what I see.

There is a recent thread on here somewhere that contains a link to a website where you can enter the SN and find out your Mavic manufacture date.

It would be interesting for you to look up the date on your Mavic.  That would be a reasonable indicator of new vs. refurbished.

Just as a side note, I don't have an issue with refurbished for most things.  It usually means a return that has undergone the QA process more than once.  With drones, it could be something that's gone under repair.  Then you have to trust the QA process has been conducted.  If it has, its just the one time......
2017-3-29
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NoSale
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Schata Posted at 2017-3-22 13:08
Yes, I did get a new unit. At least all the stickers were on it.
I can only rely on what they told me and what I see.

Just in case, I found the link to look up your Mavic's manufacture date:

Mavic Manufacture Lookup
2017-3-29
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DJI Natalia
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The Rev Posted at 2017-3-29 12:46
Hi Natalia did you manage to check the status of this case as its sat waiting to be assessed for 5 days and it states it takes 1-2 days  CAS-506661-Q8H2G1

Your case is under process, I've reported it to our repair team to help you handle it as soon as possible. Sorry for the trouble caused.
2017-3-29
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The Rev
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DJI Natalia Posted at 2017-3-29 20:33
Your case is under process, I've reported it to our repair team to help you handle it as soon as possible. Sorry for the trouble caused.

Thanks for your help
2017-3-29
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The Rev
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DJI Natalia Posted at 2017-3-29 20:33
Your case is under process, I've reported it to our repair team to help you handle it as soon as possible. Sorry for the trouble caused.

I have received a quote for repair but just selected to have it replaced under Care refresh and paid by Paypal.
Can you advise how long it takes from this stage to it actually being despatched?
2017-3-30
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DJI Natalia
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The Rev Posted at 2017-3-30 08:11
I have received a quote for repair but just selected to have it replaced under Care refresh and paid by Paypal.
Can you advise how long it takes from this stage to it actually being despatched?

It will not take a long time for the replacement after payment is confirmed.
I'll also keep an eye on it for you, truly appreciate your patience!
2017-3-30
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The Rev
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DJI Natalia Posted at 2017-3-30 19:26
It will not take a long time for the replacement after payment is confirmed.
I'll also keep an eye on it for you, truly appreciate your patience!

Ok Thanks for your help
2017-3-30
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