jlc375
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United States
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OK guys. It's about 8:15pm USA Eastern Time on Dec. 25 (Christmas Day)
About an hour ago, I got off the phone with DJI customer support. DJI's response has been abysmal.
#1 - I just wrote an email to the founder and CEO of DJI Frank Wang (I've posted the text below). His email I think is frank.wang@dji.com. I doubt he will respond, but I'd encourage everybody to email him about your problems.
#2 - One of the investors and members of the board of DJI is a man by the name of Sameer Gandhi, who works for Accel Partners in Palo Alto California. The phone number of Accel Partners is (United States) +1 650 614-4800. If you go through the phone system, you can be transferred to the line of Sameer. Just a note, it's Christmas Day here in the United States, so nobody will probably pickup the phone (so you will get voicemail, which I doubt anybody will listen to), but you can inform Accel partners that their company is disappointing its customers.
My email to Frank Wang, the CEO of DJI
Hi Frank-
My name is []. I am a customer of DJI. I am based in the United States. I just bought the DJI SPARK. I am attempting to register for a DJI GO 4 account. I am unable to do this so I contacted DJI's United States Customer support at 818-235-0789, both via the online chat as well as phone.
I was told by a customer support agent that I am currently unable to register (and therefore unable to use the product) because of a server update. It's pretty weird that DJI is choosing to update its servers on Christmas Day. You might want to speak with your head of product or engineering or whoever is on your management team about choosing Christmas Day to perform a server update.
After speaking/typing with no less than 3 customer support agents, I finally was able to speak with a "supervisor". The supervisor provided no new information and no timeline.
So now I am stuck with a United States Dollars $500+ expensive paperweight. This is unacceptable.
By the way, I am not the only frustrated customer. Take a look at DJI's own customer forums. Also, judging by the posts from DJI's forums, this is not a new problem.
Please advise. Thank you.
My mobile phone number is []. I am also going to try to reach out to Sameer Gandhi about this. Thank you
Merry Christmas
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