It's been a week since dji received payment for repair of my drone.  I check the  online repair progression and it's hung on waiting for payment.  I just spent over 45 min with customer service chatting online.  After all this, their answer was "that's a different department" and that I would have to wait for an email.   I asked when this might happen and they couldn't even give me eta on that
Great product 10 out of 10
1 of 10 for customer service

CAS-531679-S8K0D8 Is my case number.

I'm in the same boat (Case No: CAS-512764-K4N9K6). I've been asked to provide a screen shot of my payment twice now. I was told last Friday that my payment had been confirmed but it would take a day for that update to come through my end. So when I received an email stating I still needed to pay and still did not see payment confirmation on my repair progress I contacted them again today. This time I was not told that my payment had been confirmed. All they could tell me was to be patient. I understand the backlog of work that they have but I would think things like confirming my payment should be almost automatic.

I too was asked to send a screen shot of payment.   I'm really at a loss of how a company could have such a great product and completely and utterly fail when it comes to costumer service.  

I sure hope that someone can help.

No updates for a week

DJI is single handed the worst customer service out of any company i've ever dealt with in my entire life. They can't even identify their own parts.

Same problem here.  10 days with no progress!  Case Number:  CAS-517469-Q9S0P1

fanse145b8e1 Posted at 2017-4-10 09:28
CAS-531679-S8K0D8 Is my case number.

This situation has filled us with regret, deeply sorry for the pain you've been caused.
I just checked your case, the online support has forwarded your concern and payment confirmation to the designated department, please sit tight while we take a little time to review it, I'll keep an eye on its progress as well and help you get it addressed shortly.
Appreciate your feedback, we're always working to improve to make your experience with us better, thank you for your support!

DAS89 Posted at 2017-4-10 11:00
I'm in the same boat (Case No: CAS-512764-K4N9K6). I've been asked to provide a screen shot of my payment twice now. I was told last Friday that my payment had been confirmed but it would take a day for that update to come through my end. So when I received an email stating I still needed to pay and still did not see payment confirmation on my repair progress I contacted them again today. This time I was not told that my payment had been confirmed. All they could tell me was to be patient. I understand the backlog of work that they have but I would think things like confirming my payment should be almost automatic.

I do understand how you feel, sincerely apologize for the delay in payment confirmation process, I've reported your case to our appropriate department, will look into it and update it for you as soon as possible.
For support service issue, I've asked the supervisor to escalate it, will keep training and  improving  to provide more professional service for you.
Appreciate your understanding!

user7db82f8ee8 Posted at 2017-4-10 15:21
DJI is single handed the worst customer service out of any company i've ever dealt with in my entire life. They can't even identify their own parts.

Very sorry to hear about that, may we have more details about your experience? We'll try our best to help you.

fans0c7f20b6 Posted at 2017-4-10 16:25
Same problem here.  10 days with no progress!  Case Number:  CAS-517469-Q9S0P1

That must have been frustrating for you, thanks for bringing this to our attention, we have asked the local repair department to check what happened on this case, will have someone to contact you for an update, sorry for the trouble you're experiencing.