fansd947d251
lvl.1
United States
Offline
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On Saturday April 29th I crashed my drone. It was completely my fault due to my lack of knowledge. I created a service the next day on Sunday April 30th. The day that the saga of the worst customer service I've ever received began.
I mailed my drone out the next day May 1st, it would not be received until May 10th. It is well documented that the shipping to and from DJI is not a timely matter so this was a non-issue, more on that later. I received my invoice on Friday May 12th, even though in the system it says damaged was accessed on Friday May 15th. I paid my invoice on the 12th and have a recieipt of payment for that day. On the following Monday, I received an invoice for a lower amount. I immeditately disputed the charge and was told I would have an answer on the next steps that day and that the issue had been escalated to a supervisor, all of which I have in writing. At this point, the payment for the higher amount had been received and repairs had started. After 72 hours (DJI requests you wait 24-48 hours for a response) I utilized the chat and called to request a follow-up. I was told at that point I would need to wait an additional 24-48 hours for a response to my follow-up request. At this point, repairs had been completed and it was now in line to be shipped. Frustrated, I waited 72 hours and received no response. I then called back and asked to speaker to a supervisor immediately. After about an hour, I spoke to a DJI supervisor who indicated that he would have the drone shipping expedited (the drone would ship faster through UPS, the shipping at DJI processing would remain the same) and that he would send a email to his supervisor to address the payment issue. He said that the drone would ship latest by friday. Later that night I received an email indicating that payment disputes would take 4-12 weeks, leaning more towards the 12 week side and a solution to rectify the problem was offered. I accepted as I have grown tired and frustrated with the process and just wanted it to end. Having figured out the payment issue, I now await the return of my drone. Unfortunately, the promise I was given was in fact a lie. I received a notifcation that my drone would be shipped ground and would arrive in a week.
The amount of time delaying answers, the lies, and false promises is unacceptable. The treatment I received does not reflect well on the customer service you provide. I will be writing a complaint to the Better Business Bureau and use word of mouth to spread the inefficiency of your customer service.
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