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Great Service
430 27 2017-3-31 13:14:26
gyoung5
Beginner
Flight distance : 21632
United States
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Hi All

I am writing to say thank you to DJI.

First a little about me, I have been working on promoting a drone video project for my employer and just go the green light to start. Before beginning the project, I test flew my Phantom 4, everything OK, decided to update the software and calibrate. After downloading the update and completing the calibration, my gimbal stopped working. Contacted DJI and they promptly supplied a shipping label and DJI received the unit two days later.

Beginning of problem;
On 3/23 DJI sent an email stating the drone is in the mail and I should see it in 3 days (3/26). I told employer that I expect it back on 3/30 (spare time to cover emergencies). On 3/29 I called and ask DJI where the drone was, they responded with another email saying the drone is in the mail and I will receive it in 3 days (big problem).

Attempt Solution:
Called DJI and was horrible disappointed with the reps response. Being solution oriented, I ask to speak to his supervisor.

The Solution:
Took a while on hold but eventually reached the person above the initial DJI rep. The young lady was awesome. She listened to my situation, apologized and then proceeded to solve my problem. She verified were my unit was repaired and then one day shipped the unit back. My project is starting on time (employer is very happy). This person should be a model for the rest of the reps at DJI.   She was not overly apologetic about the problem but was solution oriented. Right on.

Unfortunate, I did not write her name down; please forward a Thank You to the representative.
Case No. CAS-500113-T3Z7F4
2017-3-31 13:14:26
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DJI-Jamie
DJI team
Flight distance : 34239
United States
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Thank you for the positive feed back, it's good to hear it got sorted.
2017-3-31 13:29:31
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Callatis
Hobbyist
Flight distance : 14621
Canada
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Well, you were lucky. My case CAS-504466-V6N1J6 got in someone's hands who is not in a hurry I purchased 3 weeks ago a DOA Phantom 4 and DJI received my dead RC last Thursday. They opened the box on Tuesday, next day someone concluded I should get a replacement but they forgot to ship it. uPS ground shipping to Toronto takes 7 days. I am very disappointed.
2017-3-31 15:47:09
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DJI Natalia
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China
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Callatis Posted at 2017-3-31 15:47
Well, you were lucky. My case CAS-504466-V6N1J6 got in someone's hands who is not in a hurry  I purchased 3 weeks ago a DOA Phantom 4 and DJI received my dead RC last Thursday. They opened the box on Tuesday, next day someone concluded I should get a replacement but they forgot to ship it. uPS ground shipping to Toronto takes 7 days. I am very disappointed.

Your case is under process, sorry for the inconvenience caused, I've informed the department to help you handle it shortly, appreciate you patience, Callatis.
2017-3-31 19:49:43
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Callatis
Hobbyist
Flight distance : 14621
Canada
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DJI Natalia Posted at 2017-3-31 19:49
Your case is under process, sorry for the inconvenience caused, I've informed the department to help you handle it shortly, appreciate you patience, Callatis.

Thanks Natalia. Unfortunately I got the same response from every single DJI tech support I got in contact via e-mail or online chat. Everyone was nice and embarrassed at the same time by the delay and they promised their best.
In the meantime I paid $1600 for a DOA product, I am loosing a month of warranty for a product I purchased defective and I hope everyday someone is going to do his job and ship me the replacement. I am not seeking any compensation for the inconvenience of not being able to use a product I paid a considerable amount of money but I am asking DJI to prolong the warranty from the moment the RC gets delivered to me. DJI has to take responsibility for this DOA product and the warranty should start from the moment the product is running. This is not a case where the customer used the product for a while and then the RC was shipped back for repairs. This is a DOA where one of your Canadian vendors does not take back open boxes. It's a lesson for me not to buy from Bestbuy anymore, yet, the product was DOA and this is the manufacturer's fault.
Natalia I followed your posts, you are nice and you are trying to help everybody, but what happens behind the 1st level support it puts you and your colleagues in a very difficult position.
I am really upset but I still hope DJI cares about their name and their customers.
2017-4-1 04:30:38
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Linlo
Beginner
Flight distance : 324
Finland
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Hi all.

I bought P3 4K 22.2.2017. The first copter had a bad camera with extremely soft image and a bad compass, causing  the bird to drift away and switching between GPS and ATTI mode. Have not being able to use the first copter, but instead being fighting with the re seller. Finally, the service company told me that ok, they promise to swap to a new copter. The copter came in last week, and of course, the compass was not working. The service company told me no worries, UPS will pick it up quickly, but they never showed up, so I am going to bring it to their service center. Then, the copter will travel to Holland, I think, which will take some days and I may be lucky to have it back in couple of weeks. So, what do I think? The money was happily accepted and after one and half month, my flying experience is around 1 hour. In scale of 1-10, DJI scores barely 1.
2017-4-1 23:02:36
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DJI Natalia
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China
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Callatis Posted at 2017-4-1 04:30
Thanks Natalia. Unfortunately I got the same response from every single DJI tech support I got in contact via e-mail or online chat. Everyone was nice and embarrassed at the same time by the delay and they promised their best.
In the meantime I paid $1600 for a DOA product, I am loosing a month of warranty for a product I purchased defective and I hope everyday someone is going to do his job and ship me the replacement. I am not seeking any compensation for the inconvenience of not being able to use a product I paid a considerable amount of money but I am asking DJI to prolong the warranty from the moment the RC gets delivered to me. DJI has to take responsibility for this DOA product and the warranty should start from the moment the product is running. This is not a case where the customer used the product for a while and then the RC was shipped back for repairs. This is a DOA where one of your Canadian vendors does not take back open boxes. It's a lesson for me not to buy from Bestbuy anymore, yet, the product was DOA and this is the manufacturer's fault.
Natalia I followed your posts, you are nice and you are trying to help everybody, but what happens behind the 1st level support it puts you and your colleagues in a very difficult position.

We do understand how you feel, and are trying our best to help you resolve it soon.
Just checked the status, our support contacted you yesterday and explained the situation, thanks for your understanding.
For product warranty period, we're very sorry that the starting time cannot be changed. I've reported your concern to the local department to see what we can do for you.
2017-4-4 23:28:13
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DJI Natalia
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Japan
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Linlo Posted at 2017-4-1 23:02
Hi all.

I bought P3 4K 22.2.2017. The first copter had a bad camera with extremely soft image and a bad compass, causing  the bird to drift away and switching between GPS and ATTI mode. Have not being able to use the first copter, but instead being fighting with the re seller. Finally, the service company told me that ok, they promise to swap to a new copter. The copter came in last week, and of course, the compass was not working. The service company told me no worries, UPS will pick it up quickly, but they never showed up, so I am going to bring it to their service center. Then, the copter will travel to Holland, I think, which will take some days and I may be lucky to have it back in couple of weeks. So, what do I think? The money was happily accepted and after one and half month, my flying experience is around 1 hour. In scale of 1-10, DJI scores barely 1.

Linlo, sincerely sorry for the difficulties you're experiencing.
What's your case number so we can look into it for you?
2017-4-4 23:35:50
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Callatis
Hobbyist
Flight distance : 14621
Canada
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DJI Natalia Posted at 2017-4-4 23:28
We do understand how you feel, and are trying our best to help you resolve it soon.
Just checked the status, our support contacted you yesterday and explained the situation, thanks for your understanding.
For product warranty period, we're very sorry that the starting time cannot be changed. I've reported your concern to the local department to see what we can do for you.

Hi Natalia,
I am really sorry I have to write you again. This case it's dragging too long and beside everyone being nice and trying to escalate my case nothing is happening.
I was told a week ago the Remote Controller is defective (DOA) and I was approved shipping of a replacement, I was even called by one of the supervisors who couldn't promise me a shipping date.

Can you keep the defective one and ship me a new RC like I was doing an online purchase? I didn't fly this drone for a minute, you can see the logs. Why do I keep a defective product? Why no one is doing something?

This Sunday it will be a month since I paid for a DOA product that I cannot enjoy.
I work in Customer Support as well but I cannot treat my clients the way DJI is looking after my case. I have to give my clients a reasonable explanation and I have to compensate them for my inability to help with their case.

If you are not able to ship me a replacement RC I am asking DJI to contact Bestbuy Canada and authorize a product exchange. It is not the customer who has to deal with bad Customer Service.
2017-4-5 08:24:17
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DJI Natalia
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Japan
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Callatis Posted at 2017-4-5 08:24
Hi Natalia,
I am really sorry I have to write you again. This case it's dragging too long and beside everyone being nice and trying to escalate my case nothing is happening.
I was told a week ago the Remote Controller is defective (DOA) and I was approved shipping of a replacement, I was even called by one of the supervisors who couldn't promise me a shipping date.

Callatis, your unit has been shipped out, hope you would receive it soon.
We care much about your experience on our product and service, we're working hard to improve, sincerely sorry for the inconvenience caused, appreciate your patience.
2017-4-6 18:04:42
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Linlo
Beginner
Flight distance : 324
Finland
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DJI Natalia Posted at 2017-4-4 23:35
Linlo, sincerely sorry for the difficulties you're experiencing.
What's your case number so we can look into it for you?

Still nothing. The service is just telling me to be patient and wait (in written) CAS-543363-K8T2W2
2017-4-7 07:44:55
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Callatis
Hobbyist
Flight distance : 14621
Canada
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DJI Natalia Posted at 2017-4-6 18:04
Callatis, your unit has been shipped out, hope you would receive it soon.
We care much about your experience on our product and service, we're working hard to improve, sincerely sorry for the inconvenience caused, appreciate your patience.

Hi Natalia.
Thanks a lot. I did receive the notification last night as well as the UPS tracking number. It seems I should get the RC before the Good Friday!
Thanks again!
2017-4-7 08:38:54
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Captain PIC
Beginner
Flight distance : 324
Finland
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Well, it seams as it is going to be 2 months from the purchase and no drone
2017-4-8 09:55:25
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DJI Natalia
Administrator
Japan
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Linlo Posted at 2017-4-7 07:44
Still nothing. The service is just telling me to be patient and wait (in written)  CAS-543363-K8T2W2

You asked the dealer to help you sent the drone in for repair, right? I did not see a tracking number in the system. I'd like to know more detaile so that I can look into the case and help you out.
2017-4-9 18:52:28
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DJI Natalia
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China
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Callatis Posted at 2017-4-7 08:38
Hi Natalia.
Thanks a lot. I did receive the notification last night as well as the UPS tracking number. It seems I should get the RC before the Good Friday!
Thanks again!

That's great, enjoy the flight!
Looking forward some nice pictures and videos from you.
2017-4-9 19:16:27
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Captain PIC
Beginner
Flight distance : 324
Finland
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DJI Natalia Posted at 2017-4-9 18:52
You asked the dealer to help you sent the drone in for repair, right? I did not see a tracking number in the system. I'd like to know more detaile so that I can look into the case and help you out.

This is all I know...

A case.JPG

Info

Info
2017-4-9 21:04:10
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DJI Natalia
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China
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I've forwarded your case to the local designated team, asked them to escalate what happened on your case, then keep you updated.
Appreciate your patience!
2017-4-10 00:16:01
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Captain PIC
Beginner
Flight distance : 324
Finland
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DJI Natalia Posted at 2017-4-10 00:16
I've forwarded your case to the local designated team, asked them to escalate what happened on your case, then keep you updated.
Appreciate your patience!

Thank you The shipment has arrived to the service center

UPS

UPS
2017-4-10 00:39:34
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DJI Natalia
Administrator
China
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Captain PIC Posted at 2017-4-10 00:39
Thank you  The shipment has arrived to the service center

My pleasure, and appreciate your detailed information.
I think the delay might be caused by weekend, since it takes a few business days to check in and update the system.
2017-4-10 01:03:45
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Captain PIC
Beginner
Flight distance : 324
Finland
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Still nothing after six days at the service center....
2017-4-11 09:18:25
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DJI Natalia
Administrator
Japan
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Captain PIC Posted at 2017-4-11 09:18
Still nothing after six days at the service center....

It has been checked in already, sorry about it.
2017-4-12 04:45:31
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Captain PIC
Beginner
Flight distance : 324
Finland
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As I have said earlier:
I bought P3 4K 22.2.2017. The first copter had a bad camera with extremely soft image and a bad compass, causing  the bird to drift away and switching between GPS and ATTI mode. Have not being able to use the first copter, but instead being fighting with the re seller. Finally, the service company told me that ok, they promise to swap to a new copter. The copter came in last week, and of course, the compass was not working. The service company told me no worries, UPS will pick it up quickly, but they never showed up, so I am going to bring it to their service center. Then, the copter will travel to Holland, I think, which will take some days and I may be lucky to have it back in couple of weeks. So, what do I think? The money was happily accepted and after one and half month, my flying experience is around 1 hour. In scale of 1-10, DJI scores barely 1. So far, the copter has traveled to Holland by truck, that's all. I could understand if I it was my fault and I broke the copter, it could be as a punishment because of my ignorance but as it was a bad product, combined with bad service...   Still the score is 1.
2017-4-12 20:21:06
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Captain PIC
Beginner
Flight distance : 324
Finland
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Absolutely nothing.... So, it seems that I have to withdraw my purchase

Nothing

Nothing
2017-4-13 09:11:23
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Captain PIC
Beginner
Flight distance : 324
Finland
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Permanent beginner... And why? do you ask, because DJI took my drone, and then, nothing  else seem to happen...
2017-4-17 02:37:55
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Callatis
Hobbyist
Flight distance : 14621
Canada
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DJI Natalia Posted at 2017-4-6 18:04
Callatis, your unit has been shipped out, hope you would receive it soon.
We care much about your experience on our product and service, we're working hard to improve, sincerely sorry for the inconvenience caused, appreciate your patience.

Hi Natalia!
I received the RC and I had no issues charging it and linking it to my drone. I didn't fly yet but it should be OK. For the last few days I borrowed a friend's RC as the weather got better up North.
Thanks again!
2017-4-18 14:14:22
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DJI Natalia
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Japan
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Callatis Posted at 2017-4-18 14:14
Hi Natalia!
I received the RC and I had no issues charging it and linking it to my drone. I didn't fly yet but it should be OK. For the last few days I borrowed a friend's RC as the weather got better up North.
Thanks again!

Thanks for your update and nice to know it performs fine.
Please fly it in a suitable environment, hope you have great time on the drone, looking forward some wonderful pictures and videos from you!
2017-4-18 20:36:43
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Captain PIC
Beginner
Flight distance : 324
Finland
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Maybe they are just testing my nerves ....
2017-4-19 09:19:49
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Captain PIC
Beginner
Flight distance : 324
Finland
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Great Service? Third month after purchase have just started, but no drone. On the other hand, I don't really care any more as I will return the DJunk whenever it appears.
2017-4-21 05:58:55
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