DJI has horrible customer service and support

SokolovskiyA

Absolutely astonishing!!!!

It is unexaptable what I have experienced during the last month with DJI.
What seems to be such a simple issue turned out to be a huge headache and I am still thinking of taking this to court.

At the end of january i crashed the my newly purchased DJI Flip.
Upon contacting support from DJI I`ve been sent the shipping label for UPS to send it to service center.
Following the procedure I brought the drone to UPS and sent it out.
UPS lost the package. Ive waited for a week but it never moved out of their location in Delta BC.
I tried to go to UPS to find out what was happening but they said I can`t take any actions as it was not me who created the shipping label but DJI.

So off to the next step. 2 weeks after the shipment I`ve contacted DJI support and explained the issue. They just said: "oh you need to wait for a bit more".
On the third week I contacted them again and said that the package is clearly lost as it cant take that much time with express post to go to Montreal from Vancouver.
they promissed to escalate this to the some team and that ill hear back from them soon. I hadn`t heard from anybody for almost entire week.
getting more upset called the support again. They are refusing to connect to a management on the phone insted i was given a phone call during not working hours in vancouver. Further all communication with their management happens through email and emails were coming in at night always at 4-5 in the morning. There is never an immediate response. It is always a wait wait wait.
Every time i called support i just heard "we will escalate it to a proper team" but refused to connect me with the "proper team"

Same as with the managers (so called) in the email.

After almost a month of waiting and pinpong game on email and phone calls my patience ran out.
I finally got one of their managers to call me (again in the weird hours) and demanded for replacement to be sent to me.
They said that i need to complete "fly away report" before sending me a replacement, but no proper explanation was given on what the fly away report actually is.
After couppe more emails i figure out what it is and that i need to log in to DJI Fly app and do it from my account.
There was one problem though. I never created account on the fly app. The drone was always flawn from the app without logging anywhere. The statistics of the flight was shown without logging in.
I went ahead and used my apple account to log in and sent them screenshots. Again .... silence...
Final call to support phone number. Im furious at this point. Explained that i cant complete that report and never registered the drone on the app.
Got the final phone call from the management again in the weird hours. It was a long conversation where she full on refuseed to send me the replacement product because I cant complete that report. I literally heard her laughing on stuff that i say on the phone and she kept repeating the refusal.

It is unacceptable for managers of the company showing such a careless attitude tawards unsatisfied customer. The problem that could have been solved so easily now will turn into a lawsuit for a company.

Dont deal with DJI support. save your nerves and money for company who takes care of their customers if they fucked up.

DJI you fucked up!

DJI Mindy

Hi there, may we first confirm with you whether your complaint case number is: CAS-20546180-J5G3T2? We deeply regret the impact this has had on your trust in DJI and are sincerely sorry for the frustration you’ve endured during this process. Our relevant team will follow up via email shortly after checking. Please feel free to share any additional information or concerns there, we’re here to listen and assist. Thank you for your patience and understanding.