JemTek Aerial I
New
Flight distance : 136276 ft
United States
Offline
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DJI Mindy Posted at 2017-8-28 23:24
Jem, we are sorry for the trouble caused. They is no contact number of DJI Care Refresh, but as long as you provided enough info, they will assist to transfer the DJI Care Refresh.
For license key, may I have the serial number of your old and new drone and case number as well? I will report to local repair team to get it addressed for you, thank you.
Mindy,
Thank you for your kind words.
The serial numbers you have requested are as follows: ------------------------
OLD Aircraft: 09YDE3T0041503 ___________NEW Aircraft: 09YDE4N0040695. Although this has been referred to several times as a "repair" case, it is not. The unit was faulty on arrival and I went through appropriate procedures in requesting DJI replace (not repair) the faulty equipment. Case #CAS-756506-K3X1Z8 was assigned.
I shouldn't have to say this but I feel I must at this point, so please bear with me. It should be common sense to most everybody that if I pay money for a thing or a service, then it is expected that part of the deal, and the price of that deal, is it should perform as advertised on delivery. If it does not, then the fault lies with the seller and they should rectify the situation immediately. In fact in most places around the world it is illegal not to. It is absolutely horrendous for someone to send you something that's broken and then tell you you will need to get it repaired. When I was originally instructed by tech support to put in a request for repairs, I immediately responded with my demand for a replacement or a refund, not repairs for something I didn't break. I paid for a brand new, working drone, not a broken one. They then provided me with the forms and procedures for making an exchange request which I immediately carried out.
After waiting 2 months and getting back almost all the original items, I can see that even though I asked for exchange, this was still handled exactly as a repair. DJI responded quite some time ago with the approval for the exchange. At that point, a completely new shipment of all new parts should have immediately been dispatched. When I originally ordered the Inspire 2, it took less than a week to arrive at my doorstep. This is how the replacement should have been handled. But instead, I was kept waiting an unbelievably long time while all the original equipment was held waiting for the "repairs" to finish. This is absolutely unacceptable by any business standards. The way this was handled makes me feel as if I bought the unit from some shady dude wearing a trenchcoat in some back alley.
After going through everything that was sent back to me, I can see that the main aircraft itself was replaced and all other original parts and accessories from the original shipment were sent back to me with it. I will be fine with that at this point (not really but oh well) once I can actually test the new aircraft and see that this indeed resolved the issue. If I had been sent all new equipment as I talked about earlier, I would not still be so apprehensive and determined to verify that the unit will indeed work this time around. If the problem was with the SSD or a battery, or a controller, then I may be in for an entirely new round of repairs masquerading as a replacement. Oh Lord I hope not. Unfortunately I can not verify the problem is resolved while my license key is still being held in suspense by DJI. Something that should definitely have been taken care of prior to shipping the replacement. Also, why could this possibly take longer than 2 days to issue a new license key? I can go online and buy it right now in less than 5 minutes. Why is all this continuing to be my responsibility to get fixed? I also had to go through the process of requesting the Care Refresh plans were transferred to new serial numbers as well. That has been resolved by the way. Gretchen was very courteous and professional as well as timely in her responses. But it doesnt change the fact that these things should have been taken care of by DJI during the replacement, not me after. This is really the worst part. Me and my business partners decided to give DJI over 7,000.00 dollars two months ago for a drone that we could use for our business. And ever since then, I have found myself being asked to fill out forms and make requests, send emails, hold while being transferred, provide more serial numbers, provide more receipts, provide the case number, over and over and over and over again. I have given out the same info so many times now to the same company that it's completely mind-bending. Surely you can understand my frustration? I don't think I'm just being snobby on this.
Again Mindy, I do thank you for your kind words and attention and I do not blame you personally. It is apparent to me that these things are surely not in your control and you are not to blame. It also seems to me that you do genuinely care and work hard at what you do. (based on the responses you've made throughout the forums, you seem like a good egg to me) So don't feel that my frustration is towards you personally. But I've gotta be honest with you and tell you that this has truly been, by far, the worst shopping experience and business dealing of my life. I really look forward to when I can finally get this done and over with so I can get on with my life.
Thanks again for your concern,
Jeremy |
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