If you order a product direct from DJI, you are giving away all of the consumer rights protection in your county.
How can this be I hear you say as the law cannot be ignored.
Well it appears DJI do not see it this way, their support is useless and they inform me they do not have a complaints procedure or department.
So for those who do not want to read the whole thing,
If you must buy DJI Products, buy them from a local reseller in your country as they should adhere to the law.
Now for those still reading, here are the very brief details as you will not want to see the 58 pages of chat transcript.
I placed an order for a Mavic friom the DJI store and in less than an hour later, I had to change something but the system will not allow this.
So I refunded (cancelled) the order on the DJI store and this appeared to work ok, I could do this as the order had not gone to a shipped state.
DJI ignored this and 1 hour later changed this to shipped.
After chatting to customer services and explaining this they informed me they would escalate this and I would hear back in 24-48 hours. When I queried that the item would be despatched before this time I was assured it would not.
I have never been contacted about this escalation.
I do not accept the way this process has been handled and I have been passed from person to person who generates a new ticket which DJI will ignore.
I have also spent a number of hours on web chats and emails to try and resolve this but to no avail.
So the current situation is :
DJI failed to cancel the order as requested on the web form before it moved to shipped status.
DJI failed to escalate this cancellation in a timely manner before the items delivery.
DJI stated the cancellation would be escalated and responded to before the item left the warehouse.
DJI still has not contacted me regarding the escalation which should have been within the 24-48 hours as I was informed.
DJI failing to perform all of the above has made me change my plans in order to accommodate their inability.
DJI escalated this again but I still have not heard back.
DJI inform me they do not have a Complaints department or procedure.
DJI ignored the statement about consumer protection law in my country.(UK)
So I will say again, Do not buy direct from DJI, as if anything goes wrong with the process, you will be ignored, but at least you will recieve many apologies drom DJI, that is all they seem to be capable of.