I purchased a DJI Phantom 4 drone at Best Buy a few months ago for $1,400.00. I didn't use it for a couple months and started using it about six weeks ago. Over the course of using it about 20 times, it malfunctioned on its own and crashed itself into a buildings and to the ground. On the second malfunction, it broke the gimbal. I went to Best Buy with the drone and they did everything they could to warranty the product, but they found that they were not allowed to offer a warranty because DJI does not stand by their product- even for their largest retailer, Best Buy (says a lot when the largest electronics store in the country is not allowed to stand behind a product). I returned the drone to DJI for repairs, explicitly explaining the details of the incident. DJI would not stand by their product. DJI blamed me when it was their product, specifically their forward motion sensors, that failed. The gimbal had been damaged in the crash and did not rotate left to right any more, but it was still attached to the drone by its bracket and servo. DJI took a number of weeks to run diagnostics- they did not run any repairs, I can only imagine how long that would have taken. I explained the situation to DJI, and was never listened to. I realized that the company would not stand by its product so I requested that they return my drone 'exactly as it was sent' if they were not going to fix it. A full week later, I received my drone and found that the camera was completely severed from the gimbal, except for the wire strip which was partially torn. Not only did they not repair my aircraft, they damaged it more, rendering it unusable! Hands down the worst customer service I have ever experienced. Lazy and inattentive staff. Long wait time. They won't stand by their product. They damaged my property while it was in their care. I am telling everyone I know about this, regardless if they are using a drone or planning to. Do not buy any product from DJI. There are much better competitors out there who will respect the price tag they place on their products and actually care about their customers. Best Buy management knew about and warned me of this marked lack of good business practices at DJI when I first considered returning the drone, I should have listened to them, I would have saved a lot of time and headaches. As I am writing this, I am on the phone with Best Buy to recommend they do not carry DJI's product any more. I will also be calling any and all other retailers I can find with DJI products and warning them about my experience. I tried to post my complaint to DJI, labeling all of the review site’s fields at the lowest rating (which was appropriate). I hit ‘submit’ and all I got was a small green label written in Chinese letters with a small ‘x’ button. DJI appears to have set up their review site not to accept poor ratings!
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