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OK, so I was prompted to download the latest firmware on my five weeks old Mavic Pro Platinum that was working perfectly. After downloading and installing the latest fw the drone started acting irratically. Spinning around its own axis, saying ”p-exit GPS” (the drone took off by itself) etc etc.
Sent it to DJI in the NL which confirmed that the compass board was faulty and that it was covered by warranty. I was gonna get a refurb instead of my drone which I didn´t want since mine was five weeks old with approx 9 hrs of flight on it and had been handled with Silk gloves.
My case was escalated to a manager.
I asked him why they couldn´t repaire my drone and send it back and in the e-mail he said: ”The more you tinker on a unit, the more risks you have. And I am most sure you would not want your craft to experience any kind of increased risk of course.” Makes you wonder about the refurbs.
After a lot of mailing back and forth and also reading about this ”procedure” on forums I realized I will get nowhere with this so I saved my energy and accepted the refurb. The manager (out of respect I will not at this point mention his name) said if the refurb would be faulty he would personally handle my case in order to save time.
Received the refurb only to find that it had the exact same problem. Wrote an e-mail back where I described this. Below is the e-mail I received from the manager:
”Dear Stefan,
Thank you for your message. I am going to be very short. We have given our statement that we will follow the normal process and why we do that. We have also stated that since we have done nothing wrong according to policy and law we will not compensate you for something we did do nothing wrong with. On top of that I have offered to personally guide your return would the return product itself fall outside of your obviously critical and personal assessment of its quality. This much, I was at least willing to offer to show you I do care for your "situation".
In the end, it matters little to me what "cards you pull" as I will do what I must. If you insist you are above law and policy and would like to make a case for it than by all means please revisit the earlier emails and take note of my direction to legal. Make up your papers and start your process. Do what you think you must do.
In the meantime, we will continue as we had so neatly agreed to last time. I will give you the personal advise to spend less time on the internet. It's easy to find what one is looking for this way since people with proper service are much less prone to leave comments than those that find themselves in outrage. You're only scaring yourself this way.
Kind Regards,”
Let´s break this down:
”…personally guide your return…” – he asked a collegue who forgot about it.
”… obviously critical and personal assessment of its quality.” – for letting them know the drone has the same problem…?
”…above law and policy…” – I will not lower myself to even comment on this
To his ”defence” – he hadn´t seen my first e-mail where I explained the refurb didn´t work, he had only seen the following e-mail I sent which was very correct and businesslike (I had a lawyer proof read it).
If I, at my work had sent an e-mail like this (where you go after someone personally) to any client for any reason – I would probably never be aloud to have client contacts ever again.
When realizing his ”mistake” as he calls it he apologizes a thousand times and saying that this time he can send me a brand new stock unit.
”I can offer a return label and have the unit tested here, and after confirmation switch around for a new stock unit. Which is possible this time due to this being a second return and we will indeed take our responsibility when necessary”- it was confirmed that the refurb was faulty.
”And you are correct of course, but we still need to verify it for the records…”- when I again asked him to keep his promise about sending a new one.
Today I was informed that they have sent another refurb, after the manager e-mailed me saying that: ”I have taken a quick look today and the unit is now in its quality assurance phase. Meaning it will be dispatched today (if it passes the test of course).”
I can honestly say that I have never been so badly treated by anyone in my entire life.
I am not seeking to gain from this, but I have spent more than a month on this and being called both this and that.
All I want is that DJI keep their promises. Any compensation I´ll leave at DJI´s discretion.
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