bcjkdem1
 lvl.4
United States
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Case# - CAS-528225-D6T1K2
03/23 - Case opened for a gimbal overload error. No other issues, and the aircraft was flown on multiple occassions after the overload error, without any issues.03/24 - Receive a shipping label after waiting 24 hours.
03/30 - DJI receives my Mavic Pro. When checking status, it shows that it is being assessed for damage estimate, and will take 1 business day.
04/04 - After not recieving any update as to the status of my assessment, I checked online to see the status. It still showed the same status. I contacted their their online chat support and got the same broken English, copy and pasted answer to every question you ask, from multiple reps, and when each felt like they didn't want to chat anymore, all justed end the chat on me, without notice. I call in on the one, very hard to find phone #, and they all spit out those same generic answers of "we are sorry, but we are currently backed up on orders/repairs" (not my problem), and "your order/repair will be processed in the order it was received" (great, but stick to your given timeframes!). Then, to go further, when I continued to push them on the phone, the rep finally caved, and told me that they "would be submitting a request to have the repair process bypassed and a refurbished item sent out within the next 24 hours due to their current delays".
04/05 - 24 hours goes by, and I get a call back from a different person telling me "no, you will not be receiving a reburb, we will process your repair in the order it was received". When I ask to speak to a supervisor about why I was told one thing by the last rep and now this one is telling me the opposite, I get told that I can't speak to a supervisor/manager, and after pushing further, was told then told (very rudely) "I am the supervisor, there is no one else here for you to talk to". He then tells me that once the repair is complete (whenever that is, because of course, he can't give me an accurate timeframe), that they "upgraded" me to two day shipping..... Gee, thanks! Two day shipping, that should be applied to EVERY $1,000 drone that is being shipped....
04/05 (later that day) - I receive my first repair invoice. It includes the following:
Back right motor arm, Middle Frame, Gimbal Control Board, and Gimbal Arm. For these 4 items, they are quoting me for 2 hours of service charge.
I call the support number back, and explain to them that I do not need anything fixed, besides the gimbal overload error, and that the aircraft was flown, on multiple occasions after the error, with absolutely no issues, and that after looking at other invoices posted by other customers on the DJI forum, I saw that EVERY SINGLE other person had a much longer list of items that needed to repaired, INCLUDING EVERYTHING on my list, and were only quoted for 1 service hour. The first rep puts me on hold for 10 minutes at a time, coming back to the call not answering my question, and after about a half hour of this, claims that he "can't hear me anymore", and hangs up. I call back, wait in the queue for another half hour, get back on the phone with someone else, who has no clue about anything I just explained to the last guy (because they clearly keep no notes). I explain the entire story, again, and get the same, put on hold, and come back with the same generic answers for 45 minutes this time, not knowing anything about anything. I tell them I need to talk to a supervisor. I get the supervisor, who I have to explain the entire story all over again. Then, SHE starts the whole put on hold, and come back with vague answers, saying that she can't do anything, and finally, she says "ok. I'll submit this to our invoice team, and explain that you do not need the other items repaired, and that you see that others have had 1 service hour quoted, and you have 2".
04/06 - I get an email back from the supervisor:
"Upon checking and coordinating with our specific department, 2 hours is the standard service for most repairs and we already added a discount on the cost of the motor arm and frame should be $30 but it will only cost you $23.
Please check this link for further reference about the pricing of the parts:
https://repair.dji.com/en/SelfRepair/PriceQuery"
I replied with examples of other customer invoices I copied from these forums. Each had a ton of other repairs, including everything listed in mine plus more, where they were only quoted 1 hour of service charge. And, explained to her that after looking at the link SHE PROVIDED ME (above), it even shows ON THERE that it is 1 hour of service charge for Mavic gimbal repairs. I also cc'd support@DJI.com as well as legal@DJI.com in the reply email.
04/07 - No response.
04/08 - No response. I send a follow up email to all included in my previous response.
04/09 - Someone from the support@DJI.com email address replies back with the same generic "we are sorry you are having troubles with this order, we will be sure the correct dept. gets this info. and helps you...."
04/10 - No response. I call back again. 67 people in queue!!! No way, I don't have time for that.... I send another follow up email to all from before.
04/11 - No response. 9:00am - I called back AGAIN. Wait in a half hour in a 20 person queue. Get someone that I have to explain the entire scenerio again to over about another 20 minutes. He tells me he's transferring me to a supervisor. I get the supervisor. After another 15 minutes of going through the same as above, she tells me that she will be calling over to the invoice dept and straightening everything out, and that she will call me right back. I asked her SPECIFICALLY "what time will you contact me back by?" No later than 10:00am, your time.
2:00pm - no response, no call back.
I call back AGAIN, and sit AGAIN in a 30-something person queue. Get another rep. Tell him to look at my case. They had some notes for once!!! Praise the lord!! I ask why this supervisor never called me back. He says he is going to get a supervisor for me. After waiting 10 minutes, he comes back, and tells me that he has a superviosr, and he is transferring me over to them. I get put BACK in ANOTHER 12 person queue.... And now I sit, waiting in the endless DJI queue, with all the other unfortunate souls, who will no doubt end up with the same bs answers and service I have received....
Absolutely unreal!! DJI get your sh!t together! This is ridiculous!
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