Have had requested support twice now, one of the times I received a "we're forward your email!" automated response, the second time I received an email with a link back to a generic faq page.

It's been a week, no further responses, what am I doing wrong? It's impossible to talk to anyone on the phone, and seemingly impossible to get a support response over email. What can I do?

Could you happen to provide any case or ticket numbers you may have from that correspondence so I can follow up on this?

Sorry for the unpleasant experience. So you sent email to support.us@dji.com and our support replied an email with a link of FAQ? Could you please describe your issue and request again to us? We would like to help. Besides email and phone, we have online chat which can be obtained here: http://www.dji.com/support

I relatively good support dealing with an issue using the chat function. Try that.

You are not doing anything wrong.  DJI is.  I have never had a good encounter with DJI customer support.

DonBishop Posted at 2017-6-29 20:10
You are not doing anything wrong.  DJI is.  I have never had a good encounter with DJI customer support.

We are sorry for your unpleasant experience with us, please keep us posted in time about the problem and service that you are unsatisfied with, we would like to help you to get it correct. And we are working hard on improving our service and will try our best to make your experience with us better.

DJI Mindy Posted at 2017-7-1 20:04
We are sorry for your unpleasant experience with us, please keep us posted in time about the problem and service that you are unsatisfied with, we would like to help you to get it correct. And we are working hard on improving our service and will try our best to make your experience with us better.

You are like a broken record.  Every DJI complaint has your apology, but there is never any action.  I bought a NEW z-axis from a DJI Authorized Vendor through e-Bay.  I did that because I could use PayPal and it was convenient.  It was damaged out of the box.  I returned it with the purchase order, the vendor's DJI certificate, and an explanation of what had happened.  DJI rejected the warranty because I had purchased the item through eBay.  When it was returned to me, I fixed the damage myself.  The fact that DJI would not honor their warranty speaks volumes.  You can't fix that, Mindy.

DonBishop Posted at 2017-7-22 15:43
You are like a broken record.  Every DJI complaint has your apology, but there is never any action.  I bought a NEW z-axis from a DJI Authorized Vendor through e-Bay.  I did that because I could use PayPal and it was convenient.  It was damaged out of the box.  I returned it with the purchase order, the vendor's DJI certificate, and an explanation of what had happened.  DJI rejected the warranty because I had purchased the item through eBay.  When it was returned to me, I fixed the damage myself.  The fact that DJI would not honor their warranty speaks volumes.  You can't fix that, Mindy.

We really apologize for the unfortunate experience and the trouble caused. There must be some misunderstandings, is that convenient to provide the previous case number so that I can check more details and give you an explanation if it's necessary?

Mindy, I gave you all that information in another thread.  I gave it to DJI's "Customer Service" in multiple emails.  What I got in return was just what you are giving me now.  Lip service and a warranty that was not honored.

DonBishop Posted at 2017-7-23 20:11
Mindy, I gave you all that information in another thread.  I gave it to DJI's "Customer Service" in multiple emails.  What I got in return was just what you are giving me now.  Lip service and a warranty that was not honored.

Don, I have checked your another post and understand your frustration.
Ebay is a special platform and the proof of purchase may not be approved by local repair team.  I have forwarded your concern to management department to improve our service.
This situation has filled us with regret, we sincerely apologize for the trouble caused.

DJI Mindy Posted at 2017-7-25 20:15
Don, I have checked your another post and understand your frustration.
Ebay is a special platform and the proof of purchase may not be approved by local repair team.  I have forwarded your concern to management department to improve our service.
This situation has filled us with regret, we sincerely apologize for the trouble caused.

I didn't just send in proof of purchase.  I had the vendor's proof of being a DJI Authorized Seller.  I sent that in as well.  DJI never contested the validity of the certificate.

DonBishop Posted at 2017-7-26 07:33
I didn't just send in proof of purchase.  I had the vendor's proof of being a DJI Authorized Seller.  I sent that in as well.  DJI never contested the validity of the certificate.

I see, I have escalated your concern to appropriate team to follow up, sorry for all inconvenience caused.
We will have someone to contact you after review, thanks for your patience.