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An Unfortunate Post About DJI Customer Service
210 11 6-20 09:04
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Kazzaaz
lvl.2
Flight distance : 10929475 ft
United States
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I have emailed, I have called, I have not gotten any response from DJI.  So now I have to make this post.It is SAD that the only way to get an answer from DJI is to complain on a public forum.
This Wednesday will be THREE WEEKS since DJI has received my drone for repair.
I have requested an update via email and have gotten nothing back.  The drone is still in the "Damage Assessment" phase.

I understand the situation but this is absolutely ridiculous.
I have purchased over 5 drones from DJI and they make a great product.  Unfortunately I may no longer fly with this company after such terrible customer service experiences.

DJI - If you are reading this - a customer expects an UPDATE after this long.
The COVID situation is no excuse to go completely quiet on your customers when you have their drone!


6-20 09:04
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DJI Mindy
Administrator
Flight distance : 7 ft
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Hi Kazzaaz, you have our sincere apologies for the unpleasant experience with our customer service. We understand you don't accept COVID situation explanation, I've escalated your case to the appropriate team to expedite, there would be still a little delay due to the weekend, I will keep an eye on your case.
6-20 19:18
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Kazzaaz
lvl.2
Flight distance : 10929475 ft
United States
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DJI Mindy Posted at 6-20 19:18
Hi Kazzaaz, you have our sincere apologies for the unpleasant experience with our customer service. We understand you don't accept COVID situation explanation, I've escalated your case to the appropriate team to expedite, there would be still a little delay due to the weekend, I will keep an eye on your case.

Hi Mindy,

I accept the COVID explanation and understand the reason for delay.
What I cannot accept is going nearly three weeks with no communication with the customer.

Thank you for reviewing the case.  I hope to hear from someone on Monday.
6-21 10:01
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Kazzaaz
lvl.2
Flight distance : 10929475 ft
United States
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Hi Mindy,

Any update today?
6-22 11:43
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DJI Mindy
Administrator
Flight distance : 7 ft
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Kazzaaz Posted at 6-21 10:01
Hi Mindy,

I accept the COVID explanation and understand the reason for delay.

Sorry to know there is still no update at this moment, I understand how frustrated you are. I've contacted the team again to handle it in priority, please note the email update later.
6-23 05:09
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Kazzaaz
lvl.2
Flight distance : 10929475 ft
United States
Offline

Hi again Mindy,

I have received another email that says my Mavic 2 Zoom has been evaluated by the repair team.
However there is still no update when I go to the Progress Inquiry.  It is still showing "Conducting Damage Assessment" as it has been for the last 3 weeks.

Can you please look in to this for me?
6-24 16:39
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Kazzaaz
lvl.2
Flight distance : 10929475 ft
United States
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24 days since DJI received my drone.

Still has not moved in the process.

Very disappointed.
6-26 14:14
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Kazzaaz
lvl.2
Flight distance : 10929475 ft
United States
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27 days.

Maybe they lost my drone.
6-28 20:18
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Picanoc Jack
Captain
Flight distance : 5947490 ft
Canada
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this is unfortunate, customer service from DJI is usually very good
6-29 03:51
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Kazzaaz
lvl.2
Flight distance : 10929475 ft
United States
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Very unfortunate, yes.   
What options do I have if I never hear back from DJI?

At this point my experience has been so terrible I am afraid that may happen.

28 days DJI has had my drone.  
I live in a cold area and the summer is about the only time I can fly.  So DJI has taken away about 1/3 of my flying time this year.  And STILL has not sent any update!
6-29 08:39
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Kazzaaz
lvl.2
Flight distance : 10929475 ft
United States
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I have finally received an email stating that DJI is now beginning the repair.
6-29 08:57
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DJI Mindy
Administrator
Flight distance : 7 ft
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Kazzaaz Posted at 6-29 08:39
Very unfortunate, yes.   
What options do I have if I never hear back from DJI?

Sorry for the late response, I've replied to your another thread: https://forum.dji.com/forum.php? ... p;extra=#pid2202185 Please check, thanks.
6-29 19:41
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