Thank you DJI Diana and Intrakota.
Unfortunately this is not getting better.
Ejay at DJI support had asked for my drop off receipt when I dropped the drone off (Even though the issue is not that the box did not get from UPS to the repar facility).
I sent 4 pics of the drop off information to DJI. DJI proceeded 2 more times to ask for the drop off receipt in other responses and I kept having to send it. In the latest email he Ejay also says "That is why we're asking for the receipt that UPS gave you when you drop off the package to further check it."
I am letting DJI know the below is all I have in terms of 'receipts'. It is covid times and everything is digital, I am unclear what further information a piece of paper would give anyways, what else are we looking for?
Note the package was left on the dock on a Friday afternoon and I did not get an email letting me know they got the package until Monday at 4:18 pm EST. My question here is where does the package stay from Friday evening to Monday? Is it secure?
I called UPS where I dropped it off and I called UPS customer service. The both said that DJI can open an investigation in order to see all of the places the package stopped off before making it's way to the final location. They also may have weighed it along the way numerous times and those weights would have been recorded. If it were opened for inspection it would have been logged as well. I have mentioned this to DJI and they did not address a response to this, still asking me for 'proof'. What proof?
The package also is logged at 5 lbs and when I dropped it off they verified but there is no process to log the weight at drop off (is my understanding). If you look at the weight of the controller and the AC adapter it is not close to 5 pounds at all and DJI said nothing else was in the box, why did it weight so much then?
The BIG thing is Ejay at DJI said they have CCTV video of them openeing the package at the facility. I am not saying that somoene at the facility took the drone, it could have been anywhere along the way from Canada to Texas that the drone could have been taken, misplaced, etc. (remember this is a crashed Drone, inoperable, camera hanging off, absolutely useless in terms of functioning, I even sent the video from the app of the GPS coordinates showing it went up and then spiraled to a crash immediately to the ground). Anyways, so the CCTV video was not provided, instead there was a picture of the box closesd. The box looks beat up, not like how I sent it and then the box opened with no drone in it. I let Ejay know, that does not mean anything, the picture of the box open with no drone in it could be taken at any time, even yesterday, I want the video sent to me of them opening it.
Ejay said they will be checking the CCTV camera for when the box was opened to see but they did not send me the video.
They have also asked me to check my house for the drone where I packaged it and I told them I packaged it on the dining table, there is no Drone there. Myself and another person packaged it together, bubble wrapped it and taped it. The other interesting part about the picture here is there is no bubble wrap.
The most recent statement from DJI is:
"Please double-check where you package the box and provide more proof because if there's none, we will stick on what we received."
My response:
Hi Ejay, I have been very patient with this process and have not taken to social media, better business bureau and other methods to bring focus to this issue. I need you to provide clear answers to the following questions: 1 – Are you going to provide the video of them opening the package. You mentioned there is CCTV at the facility of them opening the package, where is the video? 2- Are you going to open an investigation with UPS? UPS has said they will be able to check where the package was and where it was weighed if you open an investigation. The weight can be critical in determining the package. I have provided everything that UPS has provided me, I have talked to the drop off location and the customer service and it is simple, you can open an investigation, that is the next step. I have double checked where I packaged the box, it was on my dining room table and there is nothing here. From my dining room table to your facility the package has gone through many hands, surely it cannot be as simple as ‘more proof’. Proof of what, let me know what proof you want? The proof of my drop off was delivered digitally maybe as it is covid times, no paper copy was given and I am not sure what further it would give, you received the package, the next step if you providing the video to see what was in the box when you opened it. Was it there at the facility or taken out along the way, why is the box in such terrible condition? 3 – Is there an escalation process further than you at DJI? This needs to be rectified, that is an expensive drone plus the DJI refresh is expensive, it is not as simple as DJI telling me to send the drone in without giving me instructions of what proof to gather, pictures, weight? Using your shipping company so I do not have any of my own insurance and DJI walking away from this. I will wait for your response before taking this to social media where I will also tag the local news station who is very interested in my story. Please also send the contact for your medial relations / public relations department and I am sure they will be keen to speak with them. Sorry to be firm but my patience is running out and I am getting frustrated at your lack of taking responsibility for your lack of process, your chosen shipping company and your repair facility. Please reply at your earliest convenience.
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