j
 lvl.1
Canada
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I will try to make this brief, but what has happened with DJI up to now is UNNACCEPTABLE and makes DJI the WORST company and support EVER. I will NEVER buy from this company again and I will surely take to my social media page with 1 million followers to let them know how bad of a company DJI really is.
I bought a DJI Spark in April. This is my second drone as I already had purchased a Mavic AIR a few weeks earlier. The Spark was going to be used with the family and the AIR was going to be used more professionnally. I already had a alot of flying experience before buying the Spark.
On the first day I flew the Spark, everything went well and the drone was working fine. Though, the second time I used it, it started behaving strangely. The drone would not hover in place properly and it would move left / right / up / down by itself. This started to happen as the drone was around 30 ft in the air. While trying to bring the drone back to me for further troubleshooting, the drone moved erratically and ended up crashing in a tree and falling to the ground on the grass. The drone seemed fine with only a cracked camera lens (video was still working fine), but after changing the battery and recalibrating the compass and IMU, the drone still behaved the same erratic way.
After contacting DJI about the issue, they told me to send the drone in for repair, and that's what I did. after a week and a half, the drone arrived at their California facility and was inspected for cause of damage. To my surprise, the request was DECLINED and the reason cited was the following: "Our flight team determined the Unit was in Atti mode due to low satellites, and was responsive to RC input. At t=61s, relative height=1m, unit recorded external impact, then fell. Unit was flying indoors, mixed with no gps, the vision position sensor can not perform properly." Now this was the first lie that DJI told me. The drone was NEVER flown indoors and it was much higher than 1m when it crashed. So I suspected the drone's log might have been mixed up with another drone's log, so I replied to support and asked for a reevaluation of damages. I didn't want to waste too much time on this because DJI mentioned that after 72h, the drone would be sent back to me in the same state. So a day later, after not having received any reply, I sent another email to DJI asking them again to have the damages reassessed.
Here is the next reply I received from DJI: "Thank you for your email. I accessed your case to check its progress and upon checking the replacement request had been approved. An email has been sent to you to inform about its shipment and tracking number."
Great ! So I thought, they read my email, they reassessed the damages, and just like it should have been the first time, they finally approved the replacement request. And just like he mentioned, I received an email with a shipment and tracking number shortly after. But it doesn't stop there. After waiting another week and a half, I finally received my replacement drone... except it wasn't a replacement drone. It was the same broken drone that I had sent to DJI.
This time, instead of sending an email to support to ask what was going on, I decided to call DJI support, and after waiting 10 minutes, I finally got to talk to someone. I then politely started telling the agent my horror story, and the agent put me on hold 2 times 15 minutes each. When the agent came back, he acknowledged that the previous agent did in fact tell me by email that the replacement had been approved, so I would need to send in the drone AGAIN, but that this time it would be replaced.
So I send my drone in again to DJI, and one week later, they receive it. To my surprise, a day later the request is DECLINED again with the following message this time: "Upon inspection of your Spark our technicians found impact damage. Flight data concluded that there was no malfunction and the cause of the damage was due to force impact. Due to the discovery, the unit does not qualify for an exchange." So a different day, another declined request, way less details about the reason this time. But why have been told by 2 agents that my request had been APPROVED?
So 2 months had already passed since the begining of this ordeal, so being tired of it all, I simply decided that I'll would have it quoted for repair. Today I received the quotation for the drone: $305, which includes $65 shipping. ARE YOU CRAZY DJI? IS THIS HOW YOU TREAT CUSTOMERS?
I have to admit this has been the WORST CUSTOMER EXPERIENCE I have ever experienced my entire life.
Beware DJI that although you might be making big bucks right now selling your garbage products, treating customers like this will have a huge negative impact on your business in the long run. And I will certainly be the first one of tell my 1 million fans about it in an article that will soon be published.
I swear, don't buy DJI products, unless you like wasting your time, money and being treated like garbage.
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