matsswe
 lvl.2
Flight distance : 316355 ft
Netherlands
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This is the kind of help you get!!
Liebe/r Kunde/in,
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Mark Helpert （DJI Support）
2023/1/26 GMT+8 16:41
Good morning ,
you are probably referring to a satisfaction survey.
I am sorry to bring this kind of news to you but it is the result of the analysis, unfortunately.
The offer of 40% discount for a DJI Avata including a battery are still valid.
I understand that this solution does not satisfy you but it is the maximum that I can offer you.
If I can assist you any further with this please do not hesitate to contact me again.
Viele Grüße / Best Regards
Mark Helpert
Technical Support DJI GmbH
Tel. Support:
kostenfrei -> (DE) 08009906990 (AT) 0800005090 (CH) 0800 550015 oder+49 9771
906 990 (Mon-Fri 8:00AM – 5:00PM UTC+1) (Eng): +31 20 654 5202
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Sie erhalten
in Kürze eine Umfrage zur Kundenzufriedenheit für unseren Service. Wir freuen
uns auf Ihre Vorschläge und hoffen, dass Sie hilfreiche Ideen mit uns teilen.
This email and any attachments are confidential. They may contain
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must not be distributed without DJI GmbH´s consent. If any Content of this
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2023/1/25 GMT+8 20:13
What is this? I cam Read German thought. If it’s a question about your support it’s gonna be a big disappointment and 0 points. I’m done asking for your help. Stoped buying stuff from you.
Mark Helpert （DJI Support）
2023/1/23 GMT+8 19:00
Hello ,
I am sorry to hear that.
The drone responded well to the commands of the pilot during this flight.
As you have manually pushed the button to cancel the Return To Home-function it is determined as a pilot error by our analysis-team.
In this case I can offer you maximum 40% discount on a DJI Avata plus battery for a reference price of 278,32€ (excluding VAT).
If you want to take this offer or I can do anything else for you please let me know.
Viele Grüße / Best Regards
Mark Helpert
Technical Support DJI GmbH
Tel. Support:
kostenfrei -> (DE) 08009906990 (AT) 0800005090 (CH) 0800 550015 oder+49 9771
906 990 (Mon-Fri 8:00AM – 5:00PM UTC+1) (Eng): +31 20 654 5202
9:00-17:00(GMT+1) Mon-Fri
Gerne
reservieren Sie sich auch einfach einen Rückruf: https://djistore.wjx.cn/vm/tURr5rH.aspx
Online Chat:
CHAT (Mon-Fri 8:00AM – 5:00PM UTC+1)
Email: support.ge@dji.com
Website: https://www.dji.com/de/support
Youtube:
Click
Sie erhalten
in Kürze eine Umfrage zur Kundenzufriedenheit für unseren Service. Wir freuen
uns auf Ihre Vorschläge und hoffen, dass Sie hilfreiche Ideen mit uns teilen.
This email and any attachments are confidential. They may contain
privileged information and are intended for the named addressee(s) only. They
must not be distributed without DJI GmbH´s consent. If any Content of this
e-mail is published (for example on forums) without our express permission in
writing, then we will cease any further correspondence. If you are not the
intended recipient, please notify us immediately and do not disclose,
distribute, or retain this email or any part of it. Unless expressly stated,
the opinions and/or views expressed in this email are those of the individual
sender, and not of DJI GmbH. We believe but do not warrant that this e-mail and
any attachments are virus free. You must therefore take full responsibility for
virus checking. DJI reserves the right to monitor all email communications
through its network.
2023/1/20 GMT+8 23:45
Hello Mark,
Yes, you can help me assistance further.I tell you the opposite I couldn’t operate the drone cause my googles were frozen and that means the remote ain’t working correctly so how am I suppose, and why would I turn the return to home off?
If you are telling me nothing but the truth means which means that there is nothing you can do in your position at your service minded daily work at DJI to serve your customers in a supporting waye I truly understand you that you are sorry I cannot help me and I feel sorry for you and I’m gonna close down all my DJI accounts and never gonna use the products again because I don’t want to be a part of how DGI treats their employees like you cause that’s the way home customer support supposed to be there is nothing more money can’t buy except trust. I’ve got no trust in you or your company. Anymore
Mark Helpert （DJI Support）
2023/1/20 GMT+8 22:50
Hello,
in this case every coworker could just confirm what I have already told you.
In case of a battery level that is too low to continue flying or a signal loss the drone would have returned to the home point automatically but it was cancelled by the pilot.
As a courtesy, we have already offered you a 40% discount on a replacement drone including a battery.
I am very sorry but as this is a confirmed pilot error by our analysts this is already the maximum discount that I can offer you.
If I can assist you any further please let me know.
Viele Grüße / Best Regards
Mark Helpert
Technical Support DJI GmbH
Tel. Support:
kostenfrei -> (DE) 08009906990 (AT) 0800005090 (CH) 0800 550015 oder+49 9771
906 990 (Mon-Fri 8:00AM – 5:00PM UTC+1) (Eng): +31 20 654 5202
9:00-17:00(GMT+1) Mon-Fri
Gerne
reservieren Sie sich auch einfach einen Rückruf: https://djistore.wjx.cn/vm/tURr5rH.aspx
Online Chat:
CHAT (Mon-Fri 8:00AM – 5:00PM UTC+1)
Email: support.ge@dji.com
Website: https://www.dji.com/de/support
Youtube:
Click
Sie erhalten
in Kürze eine Umfrage zur Kundenzufriedenheit für unseren Service. Wir freuen
uns auf Ihre Vorschläge und hoffen, dass Sie hilfreiche Ideen mit uns teilen.
This email and any attachments are confidential. They may contain
privileged information and are intended for the named addressee(s) only. They
must not be distributed without DJI GmbH´s consent. If any Content of this
e-mail is published (for example on forums) without our express permission in
writing, then we will cease any further correspondence. If you are not the
intended recipient, please notify us immediately and do not disclose,
distribute, or retain this email or any part of it. Unless expressly stated,
the opinions and/or views expressed in this email are those of the individual
sender, and not of DJI GmbH. We believe but do not warrant that this e-mail and
any attachments are virus free. You must therefore take full responsibility for
virus checking. DJI reserves the right to monitor all email communications
through its network.
2023/1/20 GMT+8 16:08
But if you cant help me i need to talk to somebody that can? Its not abut the money, its the support from you that is worth more.
Im not lying to you when i say that i had no connection with my glases or the remote. And when you dont trust me feels hopeless to continue using your products without your support.
AS you can se in all dji App im a great customer and love your approach. Ihave bought 2 mavic 3 the last year and two avata, ive had 2 inspire 2 and two phantom 4pr plus. 1 mavic enteprise dual and two older mavic pros.
Its no money for you to replace my avata. And i did the flyaway cause your support told med that you would help me. Othervise i would have get a scuba gear and get down to find it. But now its ice and there is no way i can!
Mark Helpert （DJI Support）
2023/1/20 GMT+8 15:10
Good morning,
I have spoken with the responsible department again.
The analysis resulted in a pilot error and there is nothing more I can do for you other than offer you 40% discount on a replacement drone, I am sorry.
There is no specific phone number or contact I can give you.
If you have any other questions please contact me again.
Viele Grüße / Best Regards
Mark Helpert
Technical Support DJI GmbH
Tel. Support:
kostenfrei -> (DE) 08009906990 (AT) 0800005090 (CH) 0800 550015 oder+49 9771
906 990 (Mon-Fri 8:00AM – 5:00PM UTC+1) (Eng): +31 20 654 5202
9:00-17:00(GMT+1) Mon-Fri
Gerne
reservieren Sie sich auch einfach einen Rückruf: https://djistore.wjx.cn/vm/tURr5rH.aspx
Online Chat:
CHAT (Mon-Fri 8:00AM – 5:00PM UTC+1)
Email: support.ge@dji.com
Website: https://www.dji.com/de/support
Youtube:
Click
Sie erhalten
in Kürze eine Umfrage zur Kundenzufriedenheit für unseren Service. Wir freuen
uns auf Ihre Vorschläge und hoffen, dass Sie hilfreiche Ideen mit uns teilen.
This email and any attachments are confidential. They may contain
privileged information and are intended for the named addressee(s) only. They
must not be distributed without DJI GmbH´s consent. If any Content of this
e-mail is published (for example on forums) without our express permission in
writing, then we will cease any further correspondence. If you are not the
intended recipient, please notify us immediately and do not disclose,
distribute, or retain this email or any part of it. Unless expressly stated,
the opinions and/or views expressed in this email are those of the individual
sender, and not of DJI GmbH. We believe but do not warrant that this e-mail and
any attachments are virus free. You must therefore take full responsibility for
virus checking. DJI reserves the right to monitor all email communications
through its network.
2023/1/19 GMT+8 19:04
Ok
Can I get the number or contact to your supervisor please
Mark Helpert （DJI Support）
2023/1/19 GMT+8 14:54
Good morning,
in case of a loss of the signal or low battery the drone would return to home automatically.
The problem here was that you have cancelled "return to home" manually.
This could clearly be seen within the flight records by our analysts so that is why they came to the conclusion that it is a pilot error.
If you would not have cancelled "return to home" the drone would have been returned to the starting point.
I can just recommend to stay calm in this kind of a situation and let the safety function of the drone work on its own.
The offer of a DJI Avata incl. battery with a discount of 40% still remains. The reference price is 278,32€ after discount without VAT. You would have to add your local VAT on top of this. The offer is valid for one month.
I am sorry but this is already the maximum I can do for you in this case.
If I can do anything else for you please let me know.
Viele Grüße / Best Regards
Mark Helpert
Technical Support DJI GmbH
Tel. Support:
kostenfrei -> (DE) 08009906990 (AT) 0800005090 (CH) 0800 550015 oder+49 9771
906 990 (Mon-Fri 8:00AM – 5:00PM UTC+1) (Eng): +31 20 654 5202
9:00-17:00(GMT+1) Mon-Fri
Gerne
reservieren Sie sich auch einfach einen Rückruf: https://djistore.wjx.cn/vm/tURr5rH.aspx
Online Chat:
CHAT (Mon-Fri 8:00AM – 5:00PM UTC+1)
Email: support.ge@dji.com
Website: https://www.dji.com/de/support
Youtube:
Click
Sie erhalten
in Kürze eine Umfrage zur Kundenzufriedenheit für unseren Service. Wir freuen
uns auf Ihre Vorschläge und hoffen, dass Sie hilfreiche Ideen mit uns teilen.
This email and any attachments are confidential. They may contain
privileged information and are intended for the named addressee(s) only. They
must not be distributed without DJI GmbH´s consent. If any Content of this
e-mail is published (for example on forums) without our express permission in
writing, then we will cease any further correspondence. If you are not the
intended recipient, please notify us immediately and do not disclose,
distribute, or retain this email or any part of it. Unless expressly stated,
the opinions and/or views expressed in this email are those of the individual
sender, and not of DJI GmbH. We believe but do not warrant that this e-mail and
any attachments are virus free. You must therefore take full responsibility for
virus checking. DJI reserves the right to monitor all email communications
through its network.
2023/1/19 GMT+8 13:20
https://easyupload.io/5e54gt
Hello again!
See the attached link for proof that I could not control the drone consciously due to the glasses freezing.
Look at my account, there you will see when I started driving drones. If you can't see it, I've had about 10 and never crashed before. Do you think I would land in the ocean on purpose? No, I can control the drone better than that.
They promised me from several quarters with you that you would help me this time. The fact that you would charge to replace makes me very sad as I know that for you as a multi-billion dollar company this costs nothing if not more in your brand. But for me as a private person and a great trust in you, this money would mean a lot if not more for my anxiety and the confidence to continue operating your drones.
I hope that the video I send can motivate to replace me with a new device without financial consequences for me.
I wish you a nice continued day and sincerely hope that your human side on the other side of the screen sees this case in my favor.
2023/1/18 GMT+8 18:55
• The aircraft worked under Motion-GPS mode mainly in this flight;
• Flight Time T=09:30, Relative Height H=38 m, Distance to Home Point D=213.1 m, Battery=27%, RTH was triggered due to Low Battery
• That is not true. The glasses froze and I couldn't see a single thing. All I heard was the control beeping. The glasses were black. After a few minutes I tried to press return to home but that didn't work either
• T=09:59, H=35.7 m, D=148.8 m, Battery=23%, RTH was canceled by the pilot;
•
That is not true.
• T=11:41, H=37.9 m, D=158.4 m, Battery=9%, Landing was triggered due to Critically Low Battery, the aircraft started to land and the process of landing cannot be canceled;
• T=12:18, H=-0.6 m, D=170 m, Battery=0%, the aircraft landed into the water and the flight record ended;
Mark Helpert （DJI Support）
2023/1/18 GMT+8 18:36
Dear ,
thank you for your patience.
I have just recieved the result of your data analysis:
• The aircraft worked under Motion-GPS mode mainly in this flight;
• Flight Time T=09:30, Relative Height H=38 m, Distance to Home Point D=213.1 m, Battery=27%, RTH was triggered due to Low Battery;
• T=09:59, H=35.7 m, D=148.8 m, Battery=23%, RTH was canceled by the pilot;
• T=11:41, H=37.9 m, D=158.4 m, Battery=9%, Landing was triggered due to Critically Low Battery, the aircraft started to land and the process of landing cannot be canceled;
• T=12:18, H=-0.6 m, D=170 m, Battery=0%, the aircraft landed into the water and the flight record ended;
Conclusion: There was no technical malfunction of the drone. Please fly with caution and take care of the battery status.
________________________________________
We can understand the disappointment that comes with the loss of the drone.
Due to this, we would like to offer you a DJI Avata incl. battery with a discount of 40%. The reference price is 278,32€ after discount without VAT. You would have to add your local VAT on top of this. The offer is valid for one month.
Apologies for the inconvenience caused.
If you have any other questions please feel free to contact me again.
Viele Grüße / Best Regards
Mark Helpert
Technical Support DJI GmbH
Tel. Support:
kostenfrei -> (DE) 08009906990 (AT) 0800005090 (CH) 0800 550015 oder+49 9771
906 990 (Mon-Fri 8:00AM – 5:00PM UTC+1) (Eng): +31 20 654 5202
9:00-17:00(GMT+1) Mon-Fri
Gerne
reservieren Sie sich auch einfach einen Rückruf: https://djistore.wjx.cn/vm/tURr5rH.aspx
Online Chat:
CHAT (Mon-Fri 8:00AM – 5:00PM UTC+1)
Email: support.ge@dji.com
Website: https://www.dji.com/de/support
Youtube:
Click
Sie erhalten
in Kürze eine Umfrage zur Kundenzufriedenheit für unseren Service. Wir freuen
uns auf Ihre Vorschläge und hoffen, dass Sie hilfreiche Ideen mit uns teilen.
This email and any attachments are confidential. They may contain
privileged information and are intended for the named addressee(s) only. They
must not be distributed without DJI GmbH´s consent. If any Content of this
e-mail is published (for example on forums) without our express permission in
writing, then we will cease any further correspondence. If you are not the
intended recipient, please notify us immediately and do not disclose,
distribute, or retain this email or any part of it. Unless expressly stated,
the opinions and/or views expressed in this email are those of the individual
sender, and not of DJI GmbH. We believe but do not warrant that this e-mail and
any attachments are virus free. You must therefore take full responsibility for
virus checking. DJI reserves the right to monitor all email communications
through its network.
Joven （DJI Support）
2023/1/18 GMT+8 15:25
Dear ,
Thank you for contacting DJI Technical Support.
Regarding your inquiry, we will forward your request to the designated department that deals with issues as such for further assistance. They will surely handle your concerns accordingly.
Thank you for choosing DJI products.
Best Regards,
Joven
DJI Technical Support
Online Service: Click Here (Mon-Sun 00:00-24:00)
Website: https://www.dji.com/support
2023/1/16 GMT+8 14:04
Hi Dji,
I have contacted you before for help. Repeatedly without result.
Now I will make one last attempt at your support as this case should be if you are human in your interest and your pride towards customer support.
My drone, AVATA, SN,
, debuted yesterday and a few minutes my googles froze and couldn't see it. When I got home I saw that it had gone into the water. I am anxious and sad and hope you can help me replace it as I could not control the situation. As I said, I will only ask once. If you want to make it easy for yourself, throw this in the soups and ignore it.
This email and any attachments thereto may contain private, confidential, and privileged material for the sole use of the intended recipient. Any review, copying, or distribution of this email (or any attachments thereto) by others is strictly prohibited. If you are not the intended recipient, please contact the sender immediately and permanently delete the original and any copies of this email and any attachments thereto.
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lvl.4
Core User of DJI
Second Officer
lvl.1
lvl.3
Administrator
can influence next buyers, or scare them away. So I do think that is way to go in this case - let more ppl know about it
Its like DJI wanting me to just kick out one Drone, wouldnt be a hard decision which one would be fired with all this errors. :/
