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Extremely Poor Customer Support
606 4 2018-2-14
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johndavidallen
lvl.1
United States
Offline

WOW, am I blown away with the lack of support I'm receiving from DJI in regard to googles I purchased last month. This isn't about my dissatisfaction about the goggles because I STILL have not received them. To sum it up in a nano second, the goggles were delivered to the wrong address by FedEx, an address I am completely no familiar with and signed by a contact person I do not know. In hindsight, I should have originally written down the address the goggles were delivered too but I didn't think anything of it at the time.

So here we are today, more than two weeks later and still no goggles, no refund and no help from DJI. The last email I received from DJI was this morning instructing me to contact FedEx directly, which I'd done previously. So, in an effort to do my due diligence I visited the local FedEx shipping center in Signal Hill, California. I was ultimately referred to Lindsey on FedEx's customer service phone number. FedEx Lindsey, sweet as can be, informed me that because the shipment was never received by me that DJI would need to initiate a claim and I needed to contact DJI directly, which as you can see by the email thread below I've done at an exhausting rate. Someone from DJI please help me.

See below:

Renz (Support)

Feb 6, 23:51 CST

Dear John,

Thank you for contacting DJI Customer Support.

We do appreciate your interest in our product and we do understand your concern.

Let me help you forward this ticket to a related department who can further help you with this kind of concern.

Thank you for contacting DJI Online Sales Support, if you have any more questions, feel free to come back and contact us again. Your generous support has always been our motive to improve. Wish you have a nice day.

Best Regards
Renz
DJI Customer Support
Website: http://www.dji.com/support





##- Please type your reply above this line -##
Your request(#976528)has been updated, please reply the email below.

Regina (Support)

Feb 14, 21:41 CST

Hello John,

Thank you for your reply.

We understand how you feel about this.
We suggest that you reach FedEx regarding your issue.

Have a nice day ahead.

Best Regards,
Regina
DJI Customer Support
Website: http://www.dji.com/support





John Allen

Feb 13, 22:40 CST

Wow, you guys at DJI are amazing. Who is Aleon and what address was the package delivered too? I don’t know that person and the delivery wasn’t made to my address. When I spoke to UPS, which I’ve explained to DJI previously, the address where the goggles were delivered is not mine.

Please get sheep me replacement goggles today or refund my money.

Angry Customer,

John Allen

Sent from my iPad



Regina (Support)

Feb 13, 22:25 CST

Hi John,

We appreciate your reply.

Our Logistics Team wants to inform you that the package was signed for by: ALEON.

Thank you very much for your understanding.
Have a great day.

Best Regards,
Regina
DJI Customer Support
Website: http://www.dji.com/support





John Allen

Feb 13, 00:08 CST

Still waiting and zero response from DJI. Where are my goggles or refund?

John Allen
562-637-XXXXexhausting

Sent from my iPad



Regina (Support)

Feb 9, 04:33 CST

Hi John Allen,

Thank you for your reply.

Please know that we are doing our best to have your shipment issue resolved.
We will get back to you once we already have an update.

Thank you and have a nice day.

Best Regards,
Regina
DJI Customer Support
Website: http://www.dji.com/support





John Allen

Feb 9, 03:53 CST

Customer Support,

It’s been a week and I have not received an answer from DJI.

Call Fedex, they will verify the deliver address. You will find it doesn’t match my shipping address. I found this out in five minutes by making a single phone call. This means I never received the goggles.

Please send me goggles or refund my money. It’s really that simple.

Thank you,

John Allen

Sent from my iPhone



Regina (Support)

Feb 7, 21:23 CST

Hello John,

Thank you very much for your reply.
We truly appreciate it.

We understand that you are waiting for the result.
We are still investigating what has happened and may take a while.

We would appreciate  your full understanding about this matter.
Thank you very much.

Best Regards,
Regina
DJI Customer Support
Website: http://www.dji.com/support





John Allen

Feb 7, 04:37 CST

I haven’t received the order because it was delivered to the wrong address. It took me two minutes to get this info from UPS, not sure what the hold up is on your end. I’m losing my patience.

Sent from my iPhone



Regina (Support)

Feb 7, 01:53 CST

Hi John,

Thank you for contacting DJI Customer Support!
We appreciate your time and effort in reaching us.

We acknowledge that you were unable to receive the order even though the tracker says it's been delivered.
What we will do is to escalate this issue to our Logistics Team.

Your patience and understanding on this matter are highly appreciated.
Have a nice day.

Best Regards,
Regina
DJI Customer Support
Website: http://www.dji.com/support





Renz (Support)

Feb 6, 23:51 CST

Dear John,

Thank you for contacting DJI Customer Support.

We do appreciate your interest in our product and we do understand your concern.

Let me help you forward this ticket to a related department who can further help you with this kind of concern.

Thank you for contacting DJI Online Sales Support, if you have any more questions, feel free to come back and contact us again. Your generous support has always been our motive to improve. Wish you have a nice day.

Best Regards
Renz
DJI Customer Support
Website: http://www.dji.com/support





John Allen

Feb 6, 07:03 CST

Please help,

First off, I made my first complaint last week and was told I’d hear back in two business days, I haven’t.

As I see it, there are three options.

Option A - Find the miss-shipped goggles and have them delivered ASAP. The delivery address on the invoice is correct.

Option B - Send me a new shipment. If the missing order shows up, I’ll ship it back.

Option C - Cancel the order and refund my money.

DJI customer service is at best difficult to deal with, that’s a problem you need to fix because my opinion of DJI is diminishing by the day. No one can help me and it’s very frustrating. The only answer I get, email support.

Figure this out and let me know what will be done for me.

Kindly,

John Allen
562-637-3900

Sent from my iPad

Begin forwarded message:

From: DJI Store <noreply@dji.com<mailto:noreply@dji.com>>
Date: January 29, 2018 at 5:16:40 PM PST
To: johndavidallen23 <johndavidallen23@gmail.com<mailto:johndavidallen23@gmail.com>>
Subject: DJI Store order number 0015889288660 has shipped

[DJI Store]<http://store.dji.com/?utm_source=newsletter_order_shipping&utm_medium=edm&utm_campaign=order_shipping>
Order Number: 0015889288660 | Ordered On: 2018-01-26

Your Order Is On Its Way

Dear johndavidallen23,
Your order, number 0015889288660, has shipped. Check on delivery status using the FEDEX tracking code 171033971478469<https://www.fedex.com/fedextrack/?tracknumbers=171033971478469>.

Order Summary

Item Quantity Price
DJI Goggles
1 USD $449

Download your VAT Invoice<https://provider.dji.com/invoices/S0-001588928866046ca218ae1b72.pdf>.

Order Problems after Delivery
- If you sign for an order yourself and notice the package is damaged, take photos of the package and reject the package. After you reject the package, contact us via [url=http://www.dji.com/support%3Chttp://www.dji.com/support]www.dji.com/support<http://www.dji.com/support[/url]>.
- Whether you sign for the order yourself or not, inspect the package and product after you receive it.
- If you encounter any of the following problems with your order, please contact us via [url=http://www.dji.com/support%3Chttp://www.dji.com/support]www.dji.com/support<http://www.dji.com/support[/url]> within three business days with any relevant proof of the issue you have available. Timely notification and valid proof can help us resolve your issue as soon as possible.

1. Damaged delivery package or product package – Attach the photos of the delivery package and product package to your email.
2. Items in the package are not the products you ordered (missing or incorrect items) – Attach photos of your received items and packing list in the email.
3. The package is marked as having been signed for on the courier’s website, but you did not receive the package

If you have any questions or concerns about your order, please feel free to call or send us an email directly by visiting https://www.dji.com/support.
Thank you.
DJI Store

[Recommended Products] <http://store.dji.com/product/mavic-pro?utm_source=shipping_email&utm_medium=small_banner&utm_campaign=mavic> [Recommended Products] <https://store.dji.com/product/spark?utm_source=shipping_email&utm_medium=small_banner&utm_campaign=spark>
[https://edm.djicdn.com/dopms_mails/facebook/facebook_en.png] <https://www.facebook.com/DJISupport/>

You received this email because you purchased something from the DJI Online Store. This is an automatically generated email; please do not reply. If you have any questions or concerns about your order, please feel free to call or us send an email directly by visiting https://www.dji.com/support.

Privacy Policy<http://www.dji.com/policy> Terms and Conditions<http://www.dji.com/terms>

This email and any attachments thereto may contain private, confidential, and privileged material for the sole use of the intended recipient. Any review, copying, or distribution of this email (or any attachments thereto) by others is strictly prohibited. If you are not the intended recipient, please contact the sender immediately and permanently delete the original and any copies of this email and any attachments thereto.

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2018-2-14
Use props
YOYOMAN
Second Officer
Flight distance : 676087 ft
Réunion
Offline

Ok very good know to never order directly with DJI store !!!
very sad story !
DJI !! let s help  this guy !!!
2018-2-14
Use props
DJI Thor
Administrator
Flight distance : 13599 ft
Offline

John, I am terribly sorry for your situation, I will forward your case to the proper team to help. Please kindly wait patiently.
2018-2-14
Use props
droneuserdon
lvl.1
United States
Offline

They have this "same" process for all their customers. Email after repetitive email, that doesn't answer the main question. Where is this man's refund or goggles??

Im fighting for my case & everyone else. DJI is horrible, no actual responses just: "we will send you email within 24-48 regarding your case", where is the accountability? I've yet to see any. I can get shipping label ASAP, but can't receive tracking information on an "unrepair" service. Shouldn't take 1 week to package something up, slap a label on it, and send it to the right address.

Incompetence is an understatement
2018-2-19
Use props
DJI Elektra
Administrator
China
Offline

droneuserdon Posted at 2018-2-19 10:26
They have this "same" process for all their customers. Email after repetitive email, that doesn't answer the main question. Where is this man's refund or goggles??

Im fighting for my case & everyone else. DJI is horrible, no actual responses just: "we will send you email within 24-48 regarding your case", where is the accountability? I've yet to see any. I can get shipping label ASAP, but can't receive tracking information on an "unrepair" service. Shouldn't take 1 week to package something up, slap a label on it, and send it to the right address.

Hi, there. Please tell me the problem you encounter, I would recommend you provide the case number for further help. Thanks for your understanding.
2018-2-20
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