fansc68b6a6e
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So, the other day my Mavic Air ran into the (common?) processor overheat issue when booting up. Sucks, but it's under warranty so shouldn't be a problem. I've managed to talk to support and created a repair, but I ran into quite a few issues trying to get support. The tech I spoke to recommended that I post this on the forums since the DJI moderators would probably have better luck getting these to the appropriate bug tracking systems:
- I initially tried to get support via the DJI Go (iOS) app since I'm signed in etc in there. Unfortunately, when you try to get to support it does not localize and sends you to the site in Chinese. I am registered as a US user and coming from a US IP so this seems to be an unfortunate oversight and means that the support/contact link in the app is pretty much useless for most of the users?
- OK, next up a direct visit to the site and trying the online contact form. It launches up quick and I can get into chat quickly. Great! Unfortunately, in both Chrome and Firefox, I am not able to type into the chatbox. Popping up the console seems to show that some of the code is busted:
ready ready::::
chatlib_183a6d2.js:6 15:58:05.729 Exception during execution of listener Object Object TypeError: Cannot read property 'chatBoxInnerAdType' of undefined
at Object.setInnerAD (chat_709cf20.js:5)
at r.<anonymous> (chatlib_183a6d2.js:15)
at t.UTIL.publish (chatlib_183a6d2.js:10)
at t.selfMsg (chatlib_183a6d2.js:12)
at m (chatlib_183a6d2.js:6)
at v (chatlib_183a6d2.js:6)
at Z (chatlib_183a6d2.js:6)
at tt (chatlib_183a6d2.js:6)
at org.cometd.CometD.It (chatlib_183a6d2.js:6)
at t.onSuccess (chatlib_183a6d2.js:6) - OK fine, it's during working hours, I can call and play the waiting game I guess. I wait for 6 callers ahead of me, and then I finally get to the head of the queue - I get a pickup dialtone and then... am promptly disconnected! OK, there's probably no bug to file here, just venting frustration here. Maybe the bug is that the repeating onhold jingle is beyond awful and they should take your callback number when you call in. Anyway, after a second call I was able to be successfully transferred over to a live person.
- I'm led through the repair/return process - I have DJI Refresh Care, but in the form, I am unable to uncheck that and am told to manually put it in the description that this is a regular warranty service not a Refresh request (otherwise apparently I'd be charged for a replacement from what's obviously a manufacturing defect)
Anyway, just posting this so that hopefully most of these issues can get fixed. A few of these seem like pretty serious problems with the support pipeline and seem to make life a lot harder than it should be for both users and support (eg, if the online chat worked, I assume it'd be more efficient/cheaper/better for everyone).
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