Daroga
Captain
Flight distance : 3517287 ft
United States
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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.
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