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Matrice 210
392 7 2018-12-27
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fans28d803fe
lvl.1
Flight distance : 2653513 ft
United States
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Has anyone else had an issue with support when you are trying to get detailed information about a repair that is being made to a Matrice 210? It always seems like no one knows what is going on and or who to contact. I sent my Matrice 210 to DJI weeks ago and I still cant get an awnswer on anything other than it is covered under warranty. At first they were going to reapir it then they were going to replace it, now they say it will be repaired but they do not have the parts and have no idea when they will ship. This mess is never ending. It makes me regret ever spending so much on a drone with a company that is incompetent to even know the awnswers to anything. I have already wrote into the BBB to see if I could get someones attention this way. And what do you know? They have 500 complaints.

The big question is if anyone on this message board has a contact or another number to someone that knows what is going on and awnswer some questions? I have hit a brick wall!
2018-12-27
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shyde123456
lvl.1
Flight distance : 430579 ft
United States
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I have had such issues with support and know it's outsourced to a company that doesn't care about their customers.  I am having issues with a return and a repair.  It's been such a waste of time, and effort.  
2018-12-27
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shyde123456
lvl.1
Flight distance : 430579 ft
United States
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I wish they had escalation to actual DJI rather than an outsourced customer service center.  
2018-12-27
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fans28d803fe
lvl.1
Flight distance : 2653513 ft
United States
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I agree! All I want is talk to an actual person that knows what is going on.
2018-12-27
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DJI Diana
Administrator
Flight distance : 2408 ft

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fans28d803fe Posted at 12-27 13:57
I agree! All I want is talk to an actual person that knows what is going on.

Hi there, we are sorry for the bad experience you had with us.  This case has been forwarded to the management to further check. They will review your case and contact you during the working time. Appreciate your support and understanding.
2018-12-27
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fans28d803fe
lvl.1
Flight distance : 2653513 ft
United States
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DJI Diana Posted at 12-27 14:13
Hi there, we are sorry for the bad experience you had with us.  This case has been forwarded to the management to further check. They will review your case and contact you during the working time. Appreciate your support and understanding.

Diana, once again I am just referred to another person. No one will actually take the initiative to actually answer any questions. I did get a call back from a supervisor but for the 10th time it was just to let me know it would be another 24-48 hours for a call back.
2018-12-27
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DJI Diana
Administrator
Flight distance : 2408 ft

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fans28d803fe Posted at 12-27 14:20
Diana, once again I am just referred to another person. No one will actually take the initiative to actually answer any questions. I did get a call back from a supervisor but for the 10th time it was just to let me know it would be another 24-48 hours for a call back.

Sorry about that. This case is being handled by one of our Manager. Kindly wait for a callback within 1-2 business days. Please bear with us. Thank you.
2018-12-27
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DJI Mindy
Administrator
Flight distance : 7 ft
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shyde123456 Posted at 12-27 13:56
I wish they had escalation to actual DJI rather than an outsourced customer service center.

Hi Shyde, https://forum.dji.com/thread-176014-1-1.html please keep us updated in your own thread, thank you.
2018-12-27
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