DJI Thor
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Flight distance : 13602 ft
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fans000d268e Posted at 2017-9-15 08:28
Hello, I am writing you because I have waited for almost 90 days to get my Mavik Pro sent back to me. I have called numerous times and talked to your overseas tech support team and everytime I call they promise me that my device will be sent to me and it NEVER comes. Originally, I was told it would take around 14 days to be repaired and returned to me and now we are approaching 90 days. This is totally unacceptable. Everytime I call I must first wait on hold for quite a long time to get a live person and then when I get them, they all say the same thing... "I'm sorry sir, I am waiting to hear back from another department to find out what is going on with your Mavik Pro. I promise you that you will get a call back or you will get an email with an update." And guess what... the call and/or email never comes or it is a worthless email. See enclosed worthless email that shows that my drone has been shipped back to me with the tracking number of... drum roll please... wait for it, wait for it... : "SUP CALL BACK: called cx to verify shipping address, left vm, email sent to the customer." No tracking number listed. I called in after getting that email and they told me that it had not been shipped yet and that was just an automated (worthless) email. On top of that, if you are on a cell phone after waiting forever to talk to someone and you happen to drop the call, they will NOT call you back to continue the call as they are not able to call out, and therefore you have to call back to wait on hold again for a new person to start all over again. At the end of the day, I think they have LOST my Mavik Pro and that is why no one can find it and why no one calls or emails with an update. It is so frustrating that my girlfriend and I have turned it into a joke as we must make "light" of it to attempt to turn it into something positive. Now, every time my girlfriend sees me on the phone, she whispers to me, "is that DJI support again..? Tell them I say hello!" It's a complete joke, but at least we turn our frustration into a joke and try to laugh at it and how ridiculous the customer support is. She tells me it is as if I purchased the "Phantom" drone and not the Mavik Pro as my Mavik Pro does not seem to exist anymore. I really feel for ALL of the customers that post their stories of being given the "run around" from the DJI repair support team. I FEEL your pain! This has been the worst support experience I have ever had to deal with. That being said, ALL of the support people on the phone have all been very friendly and polite, their follow up support systems are just BROKEN. They should be able to call the warehouse or repair center and talk to a live person to have them look up the status of my drone right then when the customer is on the phone. I have also seen some great DJI support posts from happy customers and I am still hopeful I will get one of those diligent support people to help me resolve the issues I have been dealing with for almost 3 months. If someone at DJI sees this post, PLEASE help me get my Phantom drone back... (i.e. Mavik Pro). This is my case number: CAS-730127-D1C8N8. Fingers crossed that this Facebook post helps me to get my drone back. [view_image]
This situation has filled us with regret, we are sorry for the trouble you’ve been experiencing. I had forwarded your case to the designated team to look into and will have someone to contact you soon, please wait patiently. And for the support, I will also inform this case to the related team to improve the customer service. Feel regret for this case again. Hope you can get your drone back finally. |
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