This post has two sections to it, read both to make sense of the Customer Service Experience I have received in regard to DJI’s Goggles RE inherent/design flaw.
“1. My Experience with DJI’s Customer Service Center.”
To summarize my experience with DJI in regards to this issue has been shockingly terrible.
Getting support to approve a return for a fix was reasonable easy. *thumbs up*
I filled in the paperwork as request. On the paperwork, it says that DJI would send out the courier sticker/paperwork so I didn’t have to pay for postage. I’m yet to receive it almost after a fortnight.
Fortunately the service center is a 45 minute drive, i.e. 1 1/2 hour round trip, so I decided to drive it there, as I would know that it arrived safely.
I dropped the Goggles off at the service center, they had no reception and the Goggles were delivered to a dirty warehouse delivery door, not giving me any confidence in DJIs care for my Goggles (and when I say dirty, it wasn’t a clean room that you’d expect for an electronics repair center)
They assess my Goggles (god knows how they did that?!) Did they take the Goggles out for a fly with a drone to test if reception failed, and the Goggles and Controller froze?! As anyone with issue can contest that this issue is frustrating to find and semi random.
I received a quote, which surprised me as the problem in inherent in their product, for $320. Let’s just say that I wasn’t happy.
I wrote to the quote people explained the issue, and they said that as my Goggles were purchased in 2017 that it was not covered by a free repair service.
I have written back to DJI outlining my case, as require when commencing action through the small claims court. I trust that they will now take my case seriously.
PS, why isn’t DJI doing a product recall on the Goggles for repair, with a priority on those who own both the Goggles RE and Mavic 2?!
“2. My letter to DJI to commenced action through the small claims court.”
Dear Ms Xxxx
On 6 September 2018 the Mavic 2 Pro had its offical launch. As part of the launch, they advised that the Goggles RE would work in 1080p in dual transmission, for a substantially long distance.
On 18 September 2018 I purchased the Mavic 2 Pro. Promptly after I purchased the drone, I took it out for a flight, using both the goggles and the mobile phone/controller combination. Unfortunately using this combination causes the goggles and controller to freeze at the same time, definitely not as described during the launch presentation. The crashing/freezing would occur within 100 meters sometimes, also not as described in the launch.
I have been active on the forums to try and get feedback from DJI as to what the problem is and when it would be fixed. After waiting for 5 months for an answer from DJI, they have advised us that the issue is with the electronics in the goggles, and this is an inherent issue with all Goggles RE, a design flaw per se.
I request that my Goggles are repaired at no cost to myself, including shipping and promptly returned to me
If I do not hear from you within 10 business days, I will forward my complaint to Consumer Affairs Victoria for further advice.
Please contact me on my phone number above, or via email, at any time to discuss this letter
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