JockC
Second Officer
Flight distance : 459416 ft
Australia
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Punchbuggy Posted at 2017-4-30 16:24
Thanks for sharing Neville. I actually don't believe the beta team, nor support, are actually in the loop for what comes next - I suspect it's in the hands of DJI's marketing team i.e. what's going to help sales for the craft they want now to sell?
DJI have obviously so much on their roadmap that they have to maintain a cracking pace to deliver it - and something probably has to drop off the legacy end. But they appear not to realise that at this price-point customers aren't going to 'dump the old to buy the new' every 12 months, like their drones are something disposable. Can they be assuming that their new models will entice a new generation of customers to buy into the drone market each time? That's a big risk if so, as it's still a developing space.
I suspect that you're absolutely correct. I have been in these threads for over a year now and have watched the responses from a range of DJI online reps and have also been on the chat line on one or two occasions. It must be frustrating for the online reps because they likely only find out about firmware and software releases at the same time as we do and they are almost certainly prohibited from disclosing any snippets of information that they might come across within their own organisation. Irrespective of what the reps may know or not know, the end user experience for owners has been less than satisfactory. As a company, their customer relationship management and communication has been far from acceptable . Even when information is made available (ie the release documents), it rarely gives full or accurate details. I note, in particular, a P3 firmware update that added geo-fencing and a subsequent update where no mention was made of the fact that third party batteries were deliberately invalidated. I would have thought that both of the above would have been worthy of a mention in the release notes at that time but DJI chose not to declare either.
A customer's product experience is determined by both the product itself and the support they receive from the manufacturer/supplier. Whilst DJI's products have generally been good, their support model obviously has many flaws based on the experiences of those in these threads.
It would be very short sighted to believe that this will not have a negative impact on future success.
I hope that the senior management at DJI will ultimately realise that their success relies just as much on customer relationship as their actual products.
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