Inspire01
lvl.1
Hong Kong
Offline
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DJI Mindy Posted at 2017-10-18 22:46
Sorry for the unpleasant experience with the repair process.
I checked the case, the whole X3 camera has been replaced.
How did you communicate with flagshop staff ? Chat? Email? Phone call or face to face? Can you please provide any evidence that our staff promised the brand new camera? I don't mean to offend, any evidence would help us to escalate the case.
Thanks and I understand you are trying to helping me. But for a customer like me, with an ugly product on hand, I felt tired of kept hearing different description of the given product. For a normal service, will a company issue a customer two invoices after the customer request to get back his original motherboard? I have everything on file. I wish I voice record in store to avoid any mislead confusion. Here is one of their reply as a reference, which is already against what you have said! I was collecting every piece of scrape since day 1, and I am pretty much ready.
Thank you for contacting DJI. I am Fannie from customer care team, my colleague has put down all the details for me. I will take care of this case from now on.
It’s regretful to hear the case from you, and we’d like to help solve your question here. Please kindly note that we suggest 12-month warranty for this product, and we refer to the purchasing invoice as well as the activation date to provide warranty service. Since you did not provide the purchasing invoice before repair, we could not confirm if the unit is still under warranty. Therefore, paid service is required.
And please kindly note that the repair cost you paid is for replacing the camera main board, instead of a brand new gimbal camera. Usually, to improve the repair efficiency and help customer get the repaired unit soon, we would replace the unit with another one which are especially prepared for after-sales service. Per checking, we also did not confirm with you that the gimbal camera would be replaced with a brand new one. But we could ensure that it is in good performance and appearance.
Hope my explanation would be helpful, and your understanding would be appreciated. If any question, please feel free to let me know.
Best Regards,
Fannie
DJI Customer Care Team
Website http://www.dji.com/support
DJI – The Future of Possible
Office hours: Monday to Friday , 9:00AM to 18:00PM (HongKong Time GMT+8:00)
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