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tabbe Posted at 2015-4-15 04:47
You can always go hard way and go trought credit card company or paypal if you used it.

Usally wh ...

I tried a resolution through Credit Card company. Their insurer has some exclusions they won't cover.  Guess what one of those exclusions is?  Yeah, drones.
2016-11-7
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QptBgKW3dSEn
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Stunned by breathtakingly bad customer support. Complete rip-off. I'll never own another DJI product.
2016-11-7
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fans14830a0e
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I don't think people truly realized just how horrible DJI treats their customers. They treat their Distributors incredibly well, but individual buyers who go directly through DJI are ignored, lied to, and purposefully given the run around. If you try to call their office to discuss a purchase made from them, you will be directed to an automated phone system that tells you to email them or go to the chat site on dji.com. I spent $1,700 on the new DJI Phantom 4 professional, and they immediately charged my card. I was able to speak to a technical support customer service representative, and he told me I would receive my Phantom 4 professional in 5 to 10 business days. He said they were in stock and will ship within 24 hours of my card being charged. It has been over a week now, and I have contacted the agents on the chat feature and they told me they had absolutely no access to my account or order information!!?? Then I tried the pre-sales chat feature and they told me to contact the after sales chat Representatives. Neither one of the chat features led me to anyone who could help me. I emailed them and received an auto-reply email telling me to go to the chat room on dji.com to have my problem resolved. They made absolutely no effort to help me with my problem and quickly ended the chat before I was finished asking questions. The cold hard facts here are that DJI has no customer service for people who purchase merchandise directly from them. I have dealt with many many different companies, and DJI is without a doubt the worst... Bordering on illegal advertisement. They say that the Drone would be shipped immediately after my credit card was charged, and they said it was in stock, but everyone who has ordered the Phantom 4 professional has not received one. There is absolutely no way to get in contact with them to even cancel your order. I will give them another two weeks, and then I will contact my credit card company to reverse the charges and begin an investigation. What they are doing is actually not legal. You cannot advertise a product as being in stock when it is truthfully not available for shipping immediately. I love DJI products, but their customer service is absolutely non-existent. The sad thing is they don't care about the individual customers. They only care about their large distributors. It is truly a shame that they treat their customers so badly, because I have been a huge spokesperson for DJI, always telling everyone how great their products are. I ordered my drone through DJI because I wanted to get the insurance with it. If I didn't want the insurance I would go through Amazon or another company. The person who is making excuses on this forum is simply trying to do a little damage control, but it is far too late for that. I hate dealing with companies directly when they are based in China. I can say with quite a bit of certainty that no other company in the United States has customer service that is this nonexistent. When I spend $1,700 on something, I expect at least to be able to speak to a human being. I can't even get anyone on the chat boards to help me. They literally tell me that they can do nothing because they have no access to my order or my account. If this is true then why the hell are there even chat board Representatives? I'm done with my rant, but I want to warn anyone who is looking to buy directly from DJI find another company to purchase through.
2016-11-23
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Ethanflux
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fans14830a0e Posted at 2016-11-23 14:06
I don't think people truly realized just how horrible DJI treats their customers. They treat their D ...

I second that.  I am having a heck of a time getting a refund on a cancelled order and a refund on a warranty plan on a defective drone that I returned.  I will only go through Amazon or another reputable company next time.
2016-11-23
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Phantom Master
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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 ...

You have got to be kidding me.  Customer service (pre sales and post sales) is literally non existent.  I have numerous hobbies and I have spent tens of thousands of dollars on my photo and video equipment.  I've dealt with many many businesses both big and small, and I have always been able to talk to someone who can access my account.  This is the most basic part of customer service, yet DJI can't even provide me with information about my order witch was placed over ten days ago.  

I called their California office phone number and followed the prompts to talk to someone in after-sales support, but all I got was a recording telling me to go online to the "chat support" and get my information there.  When I used chat support, the agent told me that they did not have access to my account or my order information!  If they can't access my order information, what the hell is the purpose of even having chat support.  They told me to email DJI, which I did... 10 days ago.  I received an automated response telling me to use the chat feature on their website.  There is absolutely no way to get after-sales support.  Literally impossible. My email has never been responded to by anyone.  

I called the technical department to see if anyone there could access my account.  They told me to email DJI or go to the chat support.  I told them that I already did (numerous times) and they couldn't access my account (absolutely unacceptable) or view my order.  

I have owned my own business for seven years, and I  have dealt with hundreds of companies' customer service departments and DJI is by far the absolute worst.  It's a total and complete joke.  I'm sick and tired of DJI's excuses and lies. When I ordered my Phantom 4 Professional, the web page said it would ship in 1-3 business days.  My credit card was charged 10 days ago, and still has not shipped.  There is no way for me to get any kind of answers from DJI, so I called my bank and told them that I wanted to cancel the charge due to false advertising and the inability to talk to anyone at DJI.  

My bank tried to contact DJI before cancelling the charge, and they said "We tried to contact the company but we had no success, as there is no way to contact anyone at the company who can answer questions about your account."  They promptly reversed the charge and filed a complaint with the state Attorney General as well as our Congressman.  They contacted DJI's legal department via email, but they have not received a response.

It is an insult to your customers to post excuses such as the one I am responding to.  Everyone who has dealt with DJI's customer service after placing an order knows that they barely even make an effort to provide customer service to customers who have purchased their product.  I recommend that you cease posting bogus excuses regarding the quality of DJI's customer service.  It is the worst I have ever dealt with.  They are insulting their customers by giving them the run around and never answering their questions, always saying "I'm sorry but I do not have access to your account information."  

Infuriating.
2016-11-27
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fansddc39806
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Tahoe_Ed Posted at 2015-4-9 18:35
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.

I am sure there are many very good support reps at DJI and I have read some of your post on other sites Tahoe_Ed and you are the exception. If every rep put as much effort and knowledge into their work at your facility then you wouldn't be reading all of the negative comments. If I were to guess I would say this is not a facility problem but an management and employee training problem. I have had very bad experiences with DJI customer service answering questions about my S900. The DJI documentation videos don't even have words to them just music. What I have learned is, when you buy a DJI you own it and the  customer is left with YouTube post and other post sites to get questions answered. I hope you take my comment as a constructive comment. I hope to see DJI get this issue worked out because they have a great product. Should someone come along with a comparable product and great customer service, DJI will be left behind.
2017-1-19
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fansddc39806
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Tahoe_Ed Posted at 2015-4-9 18:35
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.

I am sure there are many very good support reps at DJI and I have read some of your post on other sites Tahoe_Ed and you are the exception. If every rep put as much effort and knowledge into their work at your facility then you wouldn't be reading all of the negative comments. If I were to guess I would say this is not a facility problem but an management and employee training problem. I have had very bad experiences with DJI customer service answering questions about my S900. The DJI documentation videos don't even have words to them just music. What I have learned is, when you buy a DJI you own it and the  customer is left with YouTube post and other post sites to get questions answered. I hope you take my comment as a constructive comment. I hope to see DJI get this issue worked out because they have a great product. Should someone come along with a comparable product and great customer service, DJI will be left behind.
2017-1-19
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fansddc39806
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Tahoe_Ed Posted at 2015-4-9 18:35
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.

I am sure there are many very good support reps at DJI and I have read some of your post on other sites Tahoe_Ed and you are the exception. If every rep put as much effort and knowledge into their work at your facility then you wouldn't be reading all of the negative comments. If I were to guess I would say this is not a facility problem but an management and employee training problem. I have had very bad experiences with DJI customer service answering questions about my S900. The DJI documentation videos don't even have words to them just music. What I have learned is, when you buy a DJI you own it and the  customer is left with YouTube post and other post sites to get questions answered. I hope you take my comment as a constructive comment. I hope to see DJI get this issue worked out because they have a great product. Should someone come along with a comparable product and great customer service, DJI will be left behind.
2017-1-19
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I'm new to this forum. I'm sorry but I see the complaints and replies from DJI-Max. I have to agree with most about DJI customer service. My Phantom 4 Pro is currently in for repair. I have sent many messages after getting my quote for repair. The quote does not have a new camera on it. I have called and e-mailed and they are more interested in the payment. I made the payment and had to send a screen shot to prove I made it. This is ridiculous! Once they confirmed the payment was made, no one confirmed if the camera was going to be replaced. When I get my u it back I will never send back to DJI for repair. I will pay 4x as much to have a local shop to repair.  I do not care about how long it is taking, I have not complained about how much it cost. I just want an answer to my camera question. I have made a dozen phone calls, I have had several on line chats and dozens of e-mails and still not an answer. All I can say from this point is buyer be ware!
2017-2-22
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Afinepoint
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Tahoe_Ed Posted at 2015-4-9 18:35
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.

I am new to this community and drones in general but not to RC flight having built and flown electric and nitro helicopters.

That being said much of my research prior to my planned purchase of a Mavic has been DJI products and service in general.  A year or so ago I called DJI and spoke with a tech who was knowledgeable, enthusiastic and more importantly understandable.  His English was clear.  I am on the cusp of ordering the Mavic Pro bundle but am hesitant due the stream of negative feedback on DJI customer care.

Tahoe_Ed, I believe you if you say you are doing the best you can but it sounds like there is something truely wrong with the customer support side of DJI.    I would not expect an Amazon's level of support but it seems what I am hearing is people want accurate answers, and honest and reasonable repair times.  

Referring to the accurate answeres for instance I just spoke with technical assistance on 2/22/17.  I asked about the  DJI care protection plan.  According to him only two repairs are allowed - period.  Per your (complex) plan multiple repairs are allowed so long as the total cost of the drone is not exceeded.  Which is it?  Was it a lack of knowledge on his behalf or a language barrier?  Either fall into DJI's sphere of accountability.  I seriously doubt if he was in you new California location.  

You are selling professional and expensive equipment.  Ensure that those picking up the phones are knowledgeable and clear.  As I frustratingly told a Sony tech rep after it took him over a minute to get my telehone number correct,  "I don't have the time to teach you english".  Stop outsourcing your call centers.

On a positive note my wait time was short and he did answer all of my questions however accurately.

And of course universally those who post in forums tend to be unhappy as opposed to the happy one not.  

So here I still sit waiting to toss the dice.  I am sure I will hit the order button.  I hope  that if and when I need tech assistance or other customer help you truly are commited to that service as you state in your advertising by having competent intelligible people at the other end on the phone.

Oh, and by the way some of us do work 10 hour days. In fact mine are 12 hours long rotating shift with two hours of driving.  Just a fine point.


2017-2-26
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fansbfd39a23
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Buddy, Im in the same situation. Have send my battery to repair, 6 days later on received email that they got the parcel and will give me a quote. The only thing I've got was another email 6 days later with the same thing! Very upset!
2017-3-5
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fans5c309370
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Yep! Placed an order on 3/18 and now its 3/31 and no shipment. I was buying one to test for a larger purchase and couldn't even test one. I have another company that provides 100 times better service. I am on a mission to share my experience. Customer service is Lousy!
2017-3-31
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capkodak Posted at 2015-4-13 12:41
I placed an order for P3 today and now initiated a dispute for canceling my per-order with DJI. They didn't even wait to ship the product and charged my card. I rather wait till other online outfits have the product on hand then to buy it from a company that I personally could not reach even for pre-sale question. I am mean that is just sad. I had a question that was not answered in the FAQ and i contacted all their numbers and got no response. Really disappoined.

Same thing happened to me. Issue a Charge-Back via your credit card company. Ordered on 3/18 and now 3/31 is here, they can't even tell me when it shipped. I cancelled the order and took my business somewhere else.
2017-3-31
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Callatis
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Another unhappy customer.
2017-3-31
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huminuh83
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AWFUL!!! I need to vent as well. You will wait 30 minutes to get through to anyone, and either you will lose connection, their system will be down, or you will have to DEMAND (and I mean demand because they will say there's no one available) to speak to a supervisor. So far they haven't followed through with any of my requests. Its just awful.
2017-4-25
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fansb7cb203c
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HORRIBLE CUSTOMER SERVICE. 5/3/2017. ON PHONE FOR 30 MINUTES HAVEN'T SPOKEN TO ANYONE. My email with customer service was a joke, it was forwarded 5 times with people who kept forwarding it. They say you have 5 days to make a return and they keep bouncing me through hoping ill miss my chance to return it. WHAT A JOKE. THIS COMPANY SUCKS!

EMAIl, CHAT, PHONE CUSTOMER SERVICE WAIT TIMES ARE HORRENDOUS

2017-5-3
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DJI Natalia
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fansb7cb203c Posted at 2017-5-3 12:56
HORRIBLE CUSTOMER SERVICE. 5/3/2017. ON PHONE FOR 30 MINUTES HAVEN'T SPOKEN TO ANYONE. My email with customer service was a joke, it was forwarded 5 times with people who kept forwarding it. They say you have 5 days to make a return and they keep bouncing me through hoping ill miss my chance to return it. WHAT A JOKE. THIS COMPANY SUCKS!

EMAIl, CHAT, PHONE CUSTOMER SERVICE WAIT TIMES ARE HORRENDOUS

We sincerely sorry for your unpleasant experience.
We checked the e-mails record, since you reported the issues for aircraft, sales support transferred the e-mail to technical support to help you on it. We created a case number for you recently, will take care of it as soon as possible.
2017-5-5
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fans301d8f13
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worst client service ever!
Take my money and thats it.
No drone, No trucking number, No help.
Good job dji
2017-8-16
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DJI Mindy
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fans301d8f13 Posted at 2017-8-16 17:07
worst client service ever!
Take my money and thats it.
No drone, No trucking number, No help.

Sorry to read on that, would you please provide us your order number? We will help to check the status and try our best to help you out, thank you.
2017-8-16
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