SaCameron
lvl.1
Flight distance : 66391 ft
New Zealand
Offline
|
HI
In January, my under warranty Mavic Pro descended into the ocean automatically, with 10% battery remaining. For the last 6 months, I have had to deal with the very frustrating customer 'service' of DJI. Initially for a repair/replacement - but now i have given up and I just would like them to send my broken drone back - which they are refusing to do. 6 months of hundreds of emails, a rotating cast of DJI support people with no clear person in charge - all very polite, all seemingly apologetic, but all completely dismissive and ineffective, endlessly referring the case to each other and telling me they were escalating without doing anything- it was all BS designed to just outwait the consumer until surrender . I was told they do not support NZ drones. I was told it was all my fault. I was offered a drone at an inflated price that would exceed what I could purchase one here for, despite not needing a controller/battery/etc. I said no. I asked for the drone back. They emailed me to tell me they were sending back the drone. NOthing arrived. Then they reversed this and told me I had to pay for this. I have told them I just want the drone so I can go away, and I will not give any more $$ to a company that takes 6 months and still cannot come up with any resolution. It is a $25 dollar shipping cost that they have spent dozens of man-hours and months fighting - a company that fights this hard for such little $, knowing full well they will lose the customer as a result - astounding.
For fellow Kiwis and Australians - it is important that before you buy you understand that this is not like the customer service you are familiar with. DJIs service department is in Hong Kong. You will initially feel good when you talk to customer support, and are apologized to and told that they will get right at it, but as the days and weeks go by and you speak to rep after rep, no one truly listening but everyone apologizing - you realize that it is all a show.
For NZ consumers - There is no DJI support here, and you will be treated like second class citizens. You will be paying more than your Australian friends - to ship it back and forth.
My advice to all NZ consumers would be to not buy DJI until they commit to NZ support, and until they raise there standards for support. The tech may be nice, but when you have a problem with it, and you likely will - 6 months of stress and being fobbed off is not worth it.
scott
CAS-1429551-G7Z0Z3
CAS-1828833-Z9C9Q0
|
|