My experience with DJI and the Mavic line has been nothing but a nightmare. I made my initial purchase at the end of January 2017 for a personal trip for the weekend of February 18th. The Mavic was listed as having a 3-5 day ship time when I ordered it along with a set of filters. On the 5th business day, I wrote to a support specialist via the chat system to check in on the order as I was concerned with the unit arriving during the week of Feb 13-17th, when no one would be available to receive the package. They informed me that my unit would not ship until March 7th, well past my personal trip date. At that time I instructed them to cancel the order as I was made aware that the DJI store in Manhattan had Mavics in stock for pickup. The representative confirmed that they canceled the order and I picked up my Mavic from the store in Manhattan. On Feb 8th, despite the fact that I was told that my order was canceled, the Mavic "Fly More Combo"  from the DJI online store shipped. I was informed that I would first need to wait until the package arrived in the states, send it back, and then wait for the unit to be received and processed before I would be refunded my money for the order. The unit made it back to the warehouse on the 22nd of February and after many calls to confirm that the unit had made it safely, I was informed that I would not receive a refund until the second week of March. This left me in a situation where I had to make emergency arrangements to pay my rent because my account had an extra $1,433 outstanding. To this date (March 24) I've only received a partial refund of $1,398 and have been unable, after over 16 attempts, to obtain the remaining $35. Finally, almost two full months after requesting a refund, I've been notified that the filters from my original canceled order are being shipped to me! I am at a loss as to how a company can function when its customer service is completely incompetent, untrained, and unreliable. Each time I contact Mavic via phone, chat, or email, I am left feeling more and more aggravated and hopeless about resolving my issue.




On top of all the issues with my order, the unit that I purchased from the DJI Experience Store in Manhattan had an issue with its camera where the frame would be out of focus on the lower right side when the rest of the frame was completely in focus. I contacted the store in Manhattan and they were able to mark the unit as DOA and issue me a new model. After getting the new unit home I realized that it also had the same issue with it's camera. I was absolutely devastated and had to send it to the West Coast service facility to be repaired.




DJI has taken a product that I was so excited to save up for and buy and ran it right into the ground. I can say wholeheartedly that I wish that I had never purchased their product and feel that it is impossible to support a company that cares so little about their customers.

That's a tough one to take, one thing it seems we all have to be patient with dji, phoning and emailing constantly only serves to get more worked up because they don't answer the phone you can't get replies to emails and can't get a proper timeframe for your purchase or service.

I hope you have better luck when you get your Mavic back, it really is a great AC when working properly. Sometimes dji have a problem with putting the cart before the horse, hopefully they will learn from all these bad experiences customers are having, and bring the level of CS and repair department up to the same level as their technology.

Good luck..

A well-written dispassionate account of your experience. Whoever is their director of customer service/experience - if they even have one - should email your account to the US division CEO as a perfect example of the sort of customer experience that will ultimately cost the company far more in dollars of lost business and lost goodwill than dollars expended on a properly staffed and equipped customer service/experience department. Of course, it would be even better to first determine the root causes of their business inefficiencies besetting their problems in the first place. Expanded customer service with no intention of business process improvement is a waste of money. Let's hope DJI has some good people on board at higher levels enthusiastically advocating for their customer base.   -- Stepping off my soapbox now.{:4_177:}

I can comprehend your feelings and we sincerely apologize for the unpleasant experience.
Could you please provide me with your order number? I'll help to look into it.
As for the Mavic, did you get a case number starts as "CAS" ?

Hey Mindy,


Thank you for the quick response.

My order number is:
0019758351920

My Mavic case number is:
CAS-519230-V4N4R8


I would sincerely like to speak with someone in management about my experience to resolve this as quickly as possible as this has been going on since the start of February.

Thank you,
Joe

Petrone Posted at 2017-3-24 19:04
Hey Mindy,

Thank you for your information.
I have brought this to the attention of our designated team and we will escalate the case for you.
Please remember to click "reply" button, so I can see you are responding to me.

Thank you for writing on your dealings with DJI Support. Hopefully, DJI corrects this issue. Please continue to keep us consumers posted on this matter.

DJI Mindy Posted at 2017-3-24 20:01
Thank you for your information.
I have brought this to the attention of our designated team and we will escalate the case for you.
Please remember to click "reply" button, so I can see you are responding to me.

Hey Mindy,

I just got my Mavic back this afternoon. I noticed that the Serial number is different than the one I sent in. I assume I got a replacement unit, which is fine. My concern now is that my DJI care refresh plan does not list the current unit's serial numbers on the form.

Please let me know what I need to do to fix this.

Thank you!

Joe

Sounds about right.

Why didn't you give the second unit to Apple once you were in their loop?

When the 4 first came out it had a tilted horizon issue and they let me sit there and go through them until one worked. I love Apple. DJI innovation with Apple support will be a company to take over the world.

Petrone Posted at 2017-4-14 19:58
Hey Mindy,

I just got my Mavic back this afternoon. I noticed that the Serial number is different than the one I sent in. I assume I got a replacement unit, which is fine. My concern now is that my DJI care refresh plan does not list the current unit's serial numbers on the form.

Hi Joe, please send an email to djicare@dji.com.
They will be able to assist you in transferring the Care Refresh.