DJI Diana
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Flight distance : 2408 ft
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Husker001 Posted at 2017-8-23 16:41
Their support is horrible. I swore I wasn't going to be "one of those" who writes in to complain about the DJI telephone support, but I'm at my wits end. Bought my Mavic 7/23, had a number of successful flights, no real issues and very easy to fly compared to all of the r/c airplanes ive flown in the past. On 7/30 I take the drone out by my house, fly for a few minutes and take pictures of me and my daughter. Then I decide to take it up higher to get a neighborhood shot - I'm up at about 250 feet when all of a sudden the Mavic starts spinning out of control and coming down rapidly. The controls weren't working and at the moment I didn't know what happened as I was in calm conditions, nothing but air touching the Mavic and I was praying it would come down on something relatively soft. Unfortunately it hit pavement and the camera was barely attached to the Mavic and numerous scrapes, etc. I sent it in on 8/1 after talking to DJI since they claimed they could get it back to me quickly (I was hoping to have it for the eclipse). I've gone through numerous phone calls with their support team - which is clearly overseas and has a limited script to work with. I also have received a few notices that I owe DJI $190 for the repairs. Last week I evidently said some magic words "manufacturer defect" and then they said they needed someone else on their side to do the data review. I called again today and now one has reviewed the log. Unfortunately I don't have the log since I already sent it in hoping for a quick return. I do have the pics and video of the flight log that shows "motor obstruction" and the spinning out of control. My fear is that they will send back the drone without being repaired since they are still reviewing the logs. I'm disappointed that as the consumer I've spent a lot of time chasing down a "status" when there clearly has been no progress made. I'd feel better if I knew I was talking to someone who really knew what was happening with it and could give a real update. I initially tried to return it to Best Buy since it was a motor malfunction, but they claimed they couldn't take it since it was crashed.
Don't mean to hijack your post, but even posts weren't showing up. Any other suggestions?
Sorry to hear about this, sincerely apologize for the trouble you have been caused. Just checked your case, our engineers are reviewing the data now, I've escalated it, will keep you updated, hope it can be sorted out shortly. sorry again for this. |
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