alaskaphotograp
 lvl.1
Flight distance : 106617 ft
United States
Offline
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I bought my Inspire 2 Premium Combo back in the beginning of March. As primarily a photographer I was intrigued by the CinemaDNG aspect of the drone, even with the need of buying the SSD drive, I figured filming in RAW was worth it. Within the first two weeks I did a firmware update and afterwards it would not recognize my SSD or MicroSD. So I had to send it back. A month later I got it back. Upon taking it out I found it was returned without the CinemaDNG license. For the first two weeks I was told wait 24-48 for an e-mail that would never come. I would check back every 48 hours to hear the same thing. I must wait 24-48 hours. On the two week mark I got my first e-mail, I was getting prompt responses until it was quitting time. After that nothing. This was on a Friday. Come Monday when I checked back. I was told DJI would not resolve the issue and I needed to take it up with Amazon to get the key to my license, because I purchased through Amazon. Amazon told me they do not keep license keys on file, especially since it was preinstalled software. They told me DJI received a piece of hardware with the licensing they control installed by them, they should have returned it that way, which I agreed. It took a week of debating this with support going back to the supports ending with either nothing we can do or wait 24-48 hours for emails that never arrived. Finally I was given a case number and instructed to mail it back. My first return instructions was very explicit I was to mail everything back, all papers and packaging and everything or else my case may be denied. So this second time I mailed EVERYTHING back. Fast forward a few weeks I finally get my drone back. Expect anything considered an accessory. No micro SD card, no walk cable for my charger, no calibration board, no cap to cover where the gamble attaches... I figured "you know what. It's all minor at least I can repurchase the stuff and in the meantime I can record in CinemaDNG." Nope! Can't buy those things in the DJI store and nope! Can't record in Cinema DNG.....
It's been 3 months since I purchased this thing. I called support to wait on hold, only to have them pick up and tell me it's quitting time. Pet peeves along the way it the phrase "I understand your frustration." I doubt any of these people have paid $7,500+ for a product which doesn't work. Another is "I promise you you'll receive an email in 24-48 hours." And "I'm personally going to look after this for you." Another issue is the ambiguity the have a problem saying that's it there's nothing more I can do for you right now they just say things like "we're working on this" or "I'm watching this for you" but they wait for you to key in and end a conversation. Another annoyance is on the forums here they really don't like it when people get on a form where someone reports an issue. The admins come on and say we're working with you on your thread please only post there. They don't like when people know they're not alone.
In the end Amazing product when it works, but by all means the worst customer support I have ever dealt with, after working with tech companies for the last two decades. DJI is far above any other for worst customer service. |
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Administrator
DJI team
lvl.2
