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tabbe
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Hey,

Am I only one who is stunned how BAD customer service is at DJI.com onlinesales? I mean, if you buy from local dealer or amazon you get much better customer service, its their job to serve.

But in DJI.com you get none, no one will respond you. Your tickets go closed for no reason. People tell email there and they will tell email there. If you call them, they will tell they cannot help you, send us email thanks bye.

I think main reason is that their customer service is really fragmented and mainly guys (or guy) at Hong Kong have final call for everything.

So really, think about before buy directly from DJI.com. You might pay some extra for dealer but hell, there is price for your time and nerves.

DJI.com seems to be company that had but a lot of time to build their name and frankly I thought they are company with stantards and professionalism. To bad its only in vain when basic stuff is too complicated.

TLDR; venting with online sales at dji.com


2015-4-9
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dmurph24
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I completely agree with you. Any time I have asked for help I have gotten nothing. I get countless redirects that lead to nothing. Most the time they can't understand my English and nothing is accomplished. I'm planning to purchase my Phantom 3 from amazon because of their customer service. I know the DJI custotmer service would rip me off if anything went wrong.

As a side note, does anyone know if/when a phantom 3 with extra battery will be released on Amazon?
2015-4-9
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tabbe
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Good to hear I am not the only one. Just give Amazon some time, I bet they will get them to preorder in week or so.

What other shops you guys can recommend for preorder?
2015-4-9
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oliver0281
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I had a similar experience. I simple asked if ordered through amazon would it come with the backpack everyone was talking about, the response was "check with amazon" then the chat session ended. Though i was going to but through DJI i decided to go with Amazon just simple for the customer service they provide.
2015-4-9
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mtnred
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tabbe Posted at 2015-4-10 02:52
Good to hear I am not the only one. Just give Amazon some time, I bet they will get them to preorder ...

I bought mine on Amazon yesterday and they do not charge until they ship .DJI made it imposable for me to buy through them .Amazon one click all done .
2015-4-9
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rinconol
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DJI's customer service system is ancient and super slow compared to the companies that DJI wants to be at the same level with, like Apple and Amazon. They need to grow up if they want to grow out.  I had ordered the P3PRO from DJI and they immediately charged my card for the full amount, unlike Amazon, and then told me that my wait time was until mid-May or later. I cancelled my order and placed one with Amazon who offered me a no-interest payment deal and $70 off the order. I applied that to a 3 year insurance plan ($90). The best part is that they won't charge until they ship in mid-May, so I don't have payment or intrest for items not yet received.
2015-4-9
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ShadyDealer
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Ditto... poor response at best and idiotic suggestions when I have. Customer service sucks!
2015-4-9
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Tahoe_Ed
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ShadyDealer Posted at 2015-4-10 07:12
Ditto... poor response at best and idiotic suggestions when I have. Customer service sucks!

Being part of Customer Service, I will object.  While we are not perfect, we work very hard at making our customers satisfied.  Do we always succeed, no but neither do other retailers on line.  We are a major supplier of RTF and DIY drones in the US.  We do the best we can given that we have only established offices and services in the US a little over a year ago when we opened the LA Service and Support Center.  Our team of support specialists answer so many calls on a daily basis I cannot tell you.  I get involved in the more technical questions on our pro line products.  We try, that is all I can say.  You can bash us that we do not try hard enough, but do you work 10 hours per day?  We cannot ask more of our team and we are hiring almost daily but training takes time.  
2015-4-9
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droneflyers.com
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Comparing any company with Amazon is unfair. Even Apple does not measure up to Amazon...not even close. Buying direct from vendors like Samsung, GoPro, etc. doesn't measure up to Amazon.

Amazon has spent 20 years getting to where they are now...and, their primary mission is customer service.

DJI is good at making drones and adding more and more tech for lower prices.
Amazon is good at logistics and customer service.

The two shall probably never meet...or at least for many a year. If Amazon suits you better, use them. Local dealers are great - many national dealers are top-notch and know a LOT about the birds.

Of course, DJI likes the direct sale because it drives profits and keeps cash flowing quicker...but they know they will have to do better with the end customer (or else downplay direct sales) because expectations are higher these days.

I do agree that charging cc's these days way ahead of time is just not the way biz is done. On the other hand, DJI is not a public company with unlimited resources....in order to provide the new P3's to everyone they have to buy them and pay their employees! Cash flow must be tough when they are growing this quickly!

Growing pains, I guess....Apple always gets my money right away - and then often ships to me from the Chinese factory. The way I figure it, Apple has all the customers money in their bank before they have to pay for the parts and labor from their suppliers...quite a good deal!
2015-4-9
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tabbe
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Tahoe_Ed Posted at 2015-4-10 10:35
Being part of Customer Service, I will object.  While we are not perfect, we work very hard at mak ...

I have worked over 10 years at customer service and as specialist. I know when I see bad customer service.  

I just recived email from customer service to send email to address where they told to send email to customer service. I think it is fifth time already.

Its clearly bad/missing communication between two.

It does not help to have great product if you cannot give them even basic support.
2015-4-9
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tabbe
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droneflyers.com Posted at 2015-4-10 11:27
Comparing any company with Amazon is unfair. Even Apple does not measure up to Amazon...not even clo ...

Yup, its is unfair to compare anything with Amazon.

But nowdays consumers are used to have at least decent service at decent time.
2015-4-9
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ShadyDealer
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droneflyers.com Posted at 2015-4-10 11:27
Comparing any company with Amazon is unfair. Even Apple does not measure up to Amazon...not even clo ...

I believe Apple usually turn there stock over every 3-5 weeks. If an item is ordered on say a preorder then your payment is not take until the item is either dispatched or maybe even signed for. Almost instantly receive an invoice upon receiving your product.

As for the customer service, I've only ever received above excellent service from Apple and Amazon is very good also.

DJI, a little legacy support on a product that's little over a year old is allium asking...
2015-4-10
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ShadyDealer
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Tahoe_Ed Posted at 2015-4-10 10:35
Being part of Customer Service, I will object.  While we are not perfect, we work very hard at mak ...

Guess that's the issue. You 'object' so basically your arguing against everyone's opinion about DJI customer service.
2015-4-10
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joeztan
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I've purchased three Phantom 2 V+ so far, and in my experience the customer service is a big issue. Two of my recent emails to DJI have gone unanswered for several weeks now. My local service agent in Australia does their best, but often it is the distributor or DJI who take ages in resolving issues.

While I think the Phantom 3 is an amazing machine (if it does what it advertises and does NOT have major bugs), I've been burnt too many times with the lack of customer support that I think it's best for me to not continue buying new products from this company.

I also want to say one last thing. I apologise in advance for bringing this up, but it must be said: I’ve been watching this and many other forums for about a year now and Tahoe Ed's behaviour and style of response to many customers is not what I would expect from a representative of a company. I see that he does try and help, but often times he responds to people and defends DJI in an unappropriate and unprofessional manner. I currently have his username under 'ignored' in my RCGroups account (the only time I've had to do that).
2015-4-10
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crc2004
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joeztan Posted at 2015-4-10 18:44
I've purchased three Phantom 2 V+ so far, and in my experience the customer service is a big issue.  ...

I've seen the same thing.

I've had two (out of 5) good customers service experiences but generally DJI customer service is not good. once you buy something from them you are on your own and this forum is the last place to get advice from DJI. Join one of the 5+ Facebook groups if you need support and buy from a local retailer  so you don't have to deal with DJI directly.
2015-4-10
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jliddil
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Tahoe_Ed Posted at 2015-4-10 10:35
Being part of Customer Service, I will object.  While we are not perfect, we work very hard at mak ...

Well yes you are just a pawn for DJI. The fact they only have one US office that they opened a year ago is part of the issue. As others pointed out folks are used to Amazon type customer service. Folks are sick and tired of the Big Box store (Walmart/ Home Despot) lack of service. Anyone paying $1000 for something is not looking for low price/no service.  And spend some of that marketing budget that was used to make that really stupid wedding videographer P3 movie and use it for customer service.
2015-4-10
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droneflyers.com
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Uh, chances are that any customer service you obtain from DJI flows from the top down!

Ed is running interference for the entire company - quite a heavy job!  I'm sure if he had autonomy (could make decisions), he'd give most of you what you want and on time. But he's an employee - and if they tell him to do the job of 4 people he'll do it with a smile. That's (fortunately or unfortunately) how you stay employed these days.

It's one thing to complain about the DJI customer service - which we all know is weak. It's quite another to start personal rants ON DJI's own board telling them to get rid of employees! I guess culture is different where y'all come from...

If you don't like DJI products, DJI services an DJI employees - why not just go away? That's the ultimate expression of dissatisfaction. Hanging around and complaining time and time again just shows an obsessiveness - it's not like we (or DJI) doesn't know about the slow and inadequate services.

I'm embarrassed for some of you. It seems like you spend your lives complaining and trying to get people fired...but I'm not under the false impression anything is going to stop you. I would ask that you go back to RCgroups and independent forums as opposed to mucking up this one, though. Yuneec and 3DR are looking for your business, so please.....go on their threads and call out their praises and say anyone that flies DJI is a fool.

Meantime, I'm looking to see how I can get in on the IPO. Hopefully they will give Ed and the other groundbreakers some stock options!
2015-4-10
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crc2004
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ShadyDealer Posted at 2015-4-10 16:59
Guess that's the issue. You 'object' so basically your arguing against everyone's opinion about DJ ...

That is really funny....LOL. perfect example of the DJI communication problem...Objecting to an opinion, just proves the point....They don't understand.
2015-4-10
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crc2004
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droneflyers.com Posted at 2015-4-10 20:21
Uh, chances are that any customer service you obtain from DJI flows from the top down!

Ed is runnin ...

You do have a point but this thread is about bad customer service and we are commenting on bad customer service.
2015-4-10
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rodger
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Tahoe_Ed Posted at 2015-4-10 10:35
Being part of Customer Service, I will object.  While we are not perfect, we work very hard at mak ...

Well put Ed. I work for a very specialized Manufacturer. My position is creating new product and getting it in the hands of the Fire Service. I struggle daily with many issues and one has to stop and remember that they are not the only one in the loop. Wish I could just snap my fingers and make it happen. There is a lot behind the scenes that people do not see or even realize. You can only do so much with what you have. Of course you want your customers 100% satisfied, if you didn't you would not have a business. People need to take a breath and relax. Personally I would rather wait and not rush a Tech to get something out the door only to have it back again. Would rather have the issue resolved right the first time around with no issues again. Now that is a grateful and happy customer.
2015-4-10
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jfftorsrud.aol
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Comparing DJI to anyone else is not a fair assessment.  DJI since their inception and beginning in business has the worst customer service.  You can't get answers from them, the people are rude and unknowledgeable about their own products.  I actually had one customer service rep tell me not to call back and bother him again, since I guess they keep track of how many times you call or email them.

DJI's primary concern is one thing and one thing only, MAKING MONEY, not customer service.  Their idea is all about profits!  Plus, I suspect they go through customer service reps allot.

I am glad that I am not the only one to experience the very poor customer service of DJI.  AND NO MATTER WHAT Tahoe_Ed has to say, this will continue.
2015-4-10
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tabbe
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Its actually quiet funny thing already.

I have 3 managers emailed me about this and none of them have replied my emails.

I suppose their boss told "Please do something about this" and they are "Already done bossy, company stanrds, I didnt reply back."

Seems the problem is in middle managment issue not with customer reps, kinda knew it.
2015-4-10
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christer
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In two years Dji can celebrate their 10 year anniversary of BAD customer service, LOL
2015-4-10
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droneflyers.com
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So, it appears in summary that many here KNOW that DJI has bad customer service since the start. That leaves a couple possibilities....

1. Some competitors are here and being paid to diss DJI.
2. Some people are fools and continue to buy and use equipment from a company they have known has bad service for MANY years.
or
3. Some people just like complaining and getting attention as much as possible. They were not taught proper manners about how to act when in others houses (this is not their site, so to speak).

If none of the above fit, I would suggest starting a new web site called DJICSSUX.COM which would allow you to complain with others full time...this will certainly make you feel important.
2015-4-10
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go4two
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droneflyers.com Posted at 2015-4-10 20:21
Uh, chances are that any customer service you obtain from DJI flows from the top down!

Ed is runnin ...

Did you say IPO?  I have not heard of any rumors of DJI going public?  
2015-4-10
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DJI-Max
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I have gone over the posts in this thread and I am sorry to hear that many of you have had poor customer service experiences with DJI.  I can say that we are constantly working on improving our customer service, as well as adding more representatives.  We do appreciate the feedback provided here.  While it may not be the easiest to hear, it does go a long way in helping us understand what types of issues our customers are experiencing.  We do have the understanding that the issues and complaints that are posted on forums are coming from a small percentage of our users, as we have many more satisfied customers than dissatisfied customers, but we still take these types of reports seriously.  

Just so that there is an understanding, please note that DJI has separate departments for particular issues.  

The Live Chat for Online Sales is specifically for Pre-Sales.  They are available to assist with the ordering process and providing product information, but are not able to assist with technical support.  

There is a Live Chat for Inspire 1 technical support, which can be found here:
http://www.dji.com/product/inspire-1

You will see the Live Chat box in the upper right-hand corner of the screen.

For repairs in North America (Canada, U.S.A, and Mexico) we have a dedicated Support Staff that can be reached at 818-235-0789 or us.support@dji.com.

For our customers outside of N. America, you can always reach out to support@dji.com for technical issues or repairs.

Finally, for issues regarding orders placed on the DJI website, you will want to reach out to onlinesales@dji.com.  

Additionally, for anyone that has a specific issue that has not been addressed, as long as I am monitoring this forum, I will be happy to try to assist you however I can, or at least try to point you in the right direction, so that you can have your issue resolved.  While I may not be able to assist with advanced technical issues like those that Tahoe_Ed handles, I and many others with DJI are definitely interested in improving the customer experience.

Again, we do appreciate the feedback provided here.
2015-4-10
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droneflyers.com
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go4two Posted at 2015-4-11 05:51
Did you say IPO?  I have not heard of any rumors of DJI going public?


http://www.theverge.com/2015/3/1 ... illion-dollar-sales

No IPO yet, but according to that article they are working on the first rounds of big money. We peons can't get in until those biggies make a couple hundred million each!

2015-4-10
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joeztan
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DJI-Max Posted at 2015-4-11 07:30
I have gone over the posts in this thread and I am sorry to hear that many of you have had poor cust ...

Thanks DJI-Max. I've invested much time and money in your company products and would love to support you in the future, but previous customer experience is a big factor.

I'm going to re-send my previous email to support@dji.com today as I have got zero responses from messages sent from your Support Team page: http://www.dji.com/support/report-problem

My and my friend's attempts at communicating with the company have been met with no response (unless I start complaining publicly), and this is a major factor in my purchasing decision - as I should not have to do this.
2015-4-10
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skymaster
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Reading all of this has got me scared. I ordered my pro 3 series from DJI and took a look at my banking info and they have with drew the money from my acct. Do I cancel my order and buy it from somewhere else?

Nothing gets under my skin more then buying a item and needing customer service and not having my emails answered.
2015-4-10
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tabbe
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droneflyers.com Posted at 2015-4-11 05:15
So, it appears in summary that many here KNOW that DJI has bad customer service since the start. Tha ...

I can only speak for myself. I like DJI and their products. I usally used local dealers or bough them used, never directly from DJI. I didnt belive reviews at amazon etc. to be true about bad customer service. I just tought them to be just bad luck and things like that.

What my post is about, it is to make them realize things cannot go like this if they want to really grow. And I think it already helped since people from DJI.com are emailing my about issues. Will they do anything about these, is up them.

I am not with any competitors, on the opposite I have been helping serval companies to use DJI products to mapping and other. I have done this all free, its not my daily job.
2015-4-10
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tabbe
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DJI-Max Posted at 2015-4-11 07:30
I have gone over the posts in this thread and I am sorry to hear that many of you have had poor cust ...

Problem is here that you should unite customer service in one place. Nothing is more frustrating than first emailing onelinesales, they tell you email support and they tell you to email onelinesales etc. And one respond can take 2-3 days so, it is really slow and not going to anywhere.
2015-4-10
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tabbe
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skymaster Posted at 2015-4-11 14:03
Reading all of this has got me scared. I ordered my pro 3 series from DJI and took a look at my bank ...

I personally cannot recommend at this point. If customer service is now overworked, I dont think it will get any better when P3 are shipping to customers.


2015-4-10
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christer
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DJI-Max Posted at 2015-4-11 07:30
I have gone over the posts in this thread and I am sorry to hear that many of you have had poor cust ...

And who are you?

Please understand that the issues isnt different departments, but the repeating fact that;
A: you never reply at all to mail sent through your own customer service system.
B: You leave in the middle of a open case, before solving it, and never to be heard from again, even if you say "hello are you still there"

Most of the issues the users eventually are able to solve on their own, either through friends or forums, but is this the way you want to go, leave all your problems to ourselves?
If so, why do you even have a customer support at all?
You have to make up your mind, either have a working customer support, or you simply inform your customers that your products comes with no technical support or help from Dji.com, just from your dealers.

Is it so hard to understand when your THE number one drone provider???
2015-4-11
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tabbe
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christer@christ Posted at 2015-4-11 16:07
And who are you?

Please understand that the issues isnt different departments, but the repeating f ...

Good post.

I actually found out that few of my service request in ther zendesk system are closed after I send them email. So most likely this is quiet common in DJI. I have no experience in zendesk but in some other helpdesk software if you send email to closed service request nobody will see it. Zendesk will recive email but it will go to closed ticket and nobody looks into closed tickets.

I dont think DJI likes to sell trought dealers since it is less money to them.

2015-4-11
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ronnydsosa
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DJI Makes great products but it has to be said.. Their Customer Service Dept is just plain horrible. A chinese company with Limited competition and the fact that many customer interactions occur after problems help push that reputation even lower... Whenever i think of DJI, one other Company comes to mind...(COMCAST)


Like Steve Jobs once said: Apple is the brainchild of the man who epitomized excellent customer service.
2015-4-11
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droneflyers.com
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Comcast has a market share of about 50% of US broadband connections....so I'm sure they are crying all the way to the bank...
http://arstechnica.com/business/ ... roadband-customers/

The old adage comes to mind - do you want it fast, good or cheap? Pick two....

I got Comcast internet recently because it was CHEAP - by a long shot. I paid $25 a month as compared to another location where I have Cox and pay $55. Neither have stellar service......which would you choose - $25 or $55.
Would customer service at a 8 out of 10 make you pick the $55 if the $25 was a 2 out of 10?

The market says most people would go for the fast and cheap.

I'm not debating one side of the coin or another....just noting that there is a fairly large cost for the type of customer service that some desire. Right now you can buy it for $249 a year (in the USA - Gold warranty service from a 3rd party - covers all crashes)....

What percentage of people would buy this if offered to them?

DJI has to obviously do better. But even when they do, people will complain because a whole new breed of users have come into the hobby who think that Drones are like TV's and "should just work". The real solution, IMHO, is levels of service based on the customers needs and wants. Those who are pro and semi-pro are going to want something like the Gold service (3rd party now), while many hobbyists would prefer to get the lowest price and take their chances.

DJI can afford to hire the best. They need to separate out all the departments and make decisions....and take action...to make everything clear.

I notice that a lot of customers are shying away from buying from DJI direct and going through Amazon or a dealer.....just because they at least get either a 30 day return policy (clear) or an answer to their email. I know enough about DJI that they are likely to fix this....but it's probably hard to do while launching their biggest sellers in history.

It's not rocket science. They have "smart" batteries and quadcopters. All they need to do is apply the same logic to "smart policies". Policies don't always have to favor the customer - but they do need to be clear so the customer knows up front.

Example - we bought a sofa for $1,000. My wife hated it (uncomfortable) from the first day. We called the store and they have NO return policy or satisfaction guarantee. It was our fault for not researching their policies. We sold the sofa at a great loss.

We bought a bunch of furniture from IKEA - all of it has great return policies. I read them and feel more comfortable with the purchases although we don't intend to return anything.

The only thing I can fault the first furniture store for is not having clear policies. When we talked to them later they said they DID want to satisfy us and would take an exchange. But we had already sold it! If they would have told us they'd take an exchange or return when we first told them we disliked it, we'd have been golden.

2015-4-11
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ronnydsosa
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LOl seriously dude ???  Comcast is one of the most hated company in the US for their customer service... But this isn't about Comcast, i only brought it up as  an example of bad customer service... BTW you are fit to work for both of these companies, since you like to make alot of escuses  for DJI...(and this is coming from a happy DJI customer like myself). Leave the job of making excuses to company reps.
2015-4-11
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ronnydsosa
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BTW if you demand fast respond to your problems from one of these company.. Complaining about it in their own controlled platform might not be the best way... Blast them all over Social media. Public shame seems to be the only way to force these so called "companies"  make things right for their customers.... Just my two cents...
2015-4-11
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droneflyers.com
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ronnydsosa@gmai Posted at 2015-4-11 22:37
LOl seriously dude ???  Comcast is one of the most hated company in the US for their customer servic ...

Yes, they are hated - I'm not debating that point.
What I am saying is that despite the one star reviews I saw- I hired them to install my $25 a month internet connection and because I have been in IT for most of my life, have no (or little) problem with their horrible customer service.

I could have gotten Verizon for $55 per month.

I decided on Cheap and Fast - instead of "Good" when it comes to customer service.

No doubt Amazon is driving a new world in customer service. I was in retail, importing distribution and manufacturing for my entire career - and, frankly, although we were always nice to our customers we did not provide anything near the Amazon experience. We couldn't because none of our manufacturers or other upstream folks would allow it. We could have charged 10% more for everything - and perhaps then provided more help. But customers back then (80's and 90's mostly) didn't except the Amazon type of service - we were rated at the TOP of "giving the time of day" and we sucked....

So times change and expectations change. As I have said before, even two years ago you would be laughed at in the R/C community if you expected customer service. It was pretty much buyer beware (with one or two exceptions at high prices).

This whole thing is moving very quickly....
2015-4-11
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ShadyDealer
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I like DJI products, the look and feel of them and how they work. What I don't like though is when a product receives zero updates when a problem clearly exists on the FC40 app. The Phantom itself is great, but the iOS APP supporting the camera is very very poor.

I've contacted dji twice now and had little to no useful response. Shame.
2015-4-13
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