jprates
lvl.2
Portugal
Offline
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Just got this unbelievably surreal chat with DJI Online Support, the most useless support assistant I have ever met.
I'm having a very hard time deciding if I should indeed keep the order alive or not, I've totally lost trust on DJI.
Here's the transcript I had to copy myself:
DJI: Thank you for contacting DJI Pre-sales Customer Support. This is Juvie. How may I help you today?
DJI: Hello there.
DJI: How may I help you today?
JP: Hi
JP: Good afternoon
JP: can you please take a look at support case [number case removed]?
DJI: Is that for repair case?
JP: I'm not sure, I believe not, it's probably about shipping
JP: I got an email today from support with this case title as email subject
JP: the problem is quite clear: I ordered a Mavic Air Fly More Combo (Flame Red)
JP: this was 3 weeks ago
DJI: Alright, let me try to check here first. Did you purchase to our official online store?
JP: and today I got a surreal email from you stating the product is on its end-of-life and asking if I wouldn't mind canceling the order
JP: yes, bought online
DJI: Thank you.
DJI: As per checking it here your order status it is on "Wait Pick". It means we are now assigning the warehouse and the courier that will handle the delivery. Once your order is about to ship you will receive an email regarding to your tracking number.
JP: Order No.:[order number removed]
DJI: Did they said what product that is end of life/
JP: this is the text on the email:
JP: Dear Joao,
JP: Thank you for purchasing from the DJI Online Store.
JP: Hope this finds you well. I have tried calling your number but I wasn't able to reach you.
JP: We regret to inform you that the Mavic Air Fly More Combo (Flame Red) in your order is an end-of-life product, which means that the production was discontinued. Would you mind canceling the order or part of the order and getting a refund?
JP: For the inconvenience caused, €10 credit will be added to your DJI account, and you are welcome to use the DJI credit to purchase any product on DJI’s Online Store.
JP: Due to the system limit, the order will be canceled after three business days if we still have not heard from you.
JP: Sorry for the inconvenience and thank you for your understanding.
JP: Thank you for choosing DJI!
DJI: I see, thank you for that.
JP: is this email some kind of joke?
JP: I sincerely doubt the Mavic Air is already at EOL
JP: do you understand what is going on?
DJI: Yes, as per checking here. It's not available on our online store. Would you like to cancel your order?
JP: what?
JP: you just said it was ready for picking
JP: and of course it is available online, it's here:
JP: https://store.dji.com/product/mavic-air?vid=39081
DJI: Yes, it still out of stock.
JP: no, sorry, the drone alone is showing out of stock, but the combo is not out of stock
DJI: Let me check here further.
JP: and again, you said it yourself, "As per checking it here your order status it is on "Wait Pick". It means we are now assigning the warehouse and the courier that will handle the delivery. Once your order is about to ship you will receive an email regarding to your tracking number."
JP: you are contradicting your own statements
DJI: I understand, because that's what on a status on our system. Sorry for that. Let me check here again.
DJI: Thank you for waiting.
DJI: As per checking here, it's available to our store the Combo. But in the order system is already delayed that's why you receive an email that the Mavic Air Fly More Combo (Flame Red) is already discontinued.
JP: but what is the problem?
JP: is it the Mavic Air or the fact that I opted for the red color?
JP: what is being discontinued?
JP: I find it hard to believe the Air is at its EOL, it was released not so long ago
JP: and bottom line, it makes no sense to send emails to customers saying the product is discontinued while still selling it online, this is insane
DJI: I understand, because there's a new release of Mavic and we have to discontnued the old Mavic Air.
DJI: We do apologize for the inconvenience.
JP: the Mini replaces the Spark, not the Air
JP: and if it is EOL then how come it is still on sale at your online store?
DJI: Mavic Mini is just an additional to the Mavic series.
JP: so what's to take Air's place on your product line?
DJI: It is just that the specific color of the Mavic Air is no longer available.
DJI: But the Mavic Air itself is still available.
JP: wtf
JP: you said:
JP: "I understand, because there's a new release of Mavic and we have to discontnued the old Mavic Air."
JP: now you say it's only a color issue
JP: are you sure you know what you're saying?
DJI: Sorry for that, I mean the color only is discontinued and no longer available.
JP: can you replace the color on my order?
JP: swap it for a white one?
JP: so that the order can proceed?
JP: no, wait, you said it was ready to ship, waiting for pick up
DJI: Yes, but it is already delayed because is no longer available.
JP: this conversation is useless, you don't make any sense
JP: goodbye
DJI: We do apologize for the inconvenience.
JP: please make sure I get a transcript of this chat |
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