FlyNorthMK
lvl.1
United Kingdom
Offline
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Be aware, this could happen to you!
I purchased a DJI Mini 3 Pro, fly more kit, wide angle lens and a DJI RC Pro Controller (Order No. 0441082043205 valued at £1,706.00) on 22 April 2023 and when the box arrived on 25 April (to my shock and dismay) it did not have the RC Pro contoller in it (the box was shipped via DHL and seemed to be intact with no tampering or resealing of the parcel tape).
I took photographs and emailed DJI customer service to report the issue (waiting nearly 24 hours for a reply). What has followed is nearly two weeks of emails, online messaging and stress with the end result being they have basically said 'get stuffed' you must have received it, we are going to try and claim from DHL and if we can't then you will most probably not receive a refund for the item we didn't send that you paid £879.00 for (I posted back the three items I did receive yesterday as they were not even padded out during tranisit, with the Mini 3 Pro aircraft loose inside the courier box!).
It was obvious that either DJI forgot to pack the controller or one of their warehouse staff has stolen it, although they claim they have investigated and both the warehouse and the courier have denied knowing anything about it (obviously!).
This is the fifth drone system I have purchased from DJI (previously had a Phantom 3, Inspire 1, Inspire 1 Pro and more recently a Mini 2) and have previously never had any issues with the service.
What I have learned is that:
- Any DJI orders purchased on the UK website are sent from the Netherlands
- You can't actually talk to anyone via the telephone about problems like this
- Customer services are based in China so there is always a long delay in responding to you, and they are incredibly slow at dealing with any problems (being cynical, it seemed that they wanted me to go past the 14 day returns period whilst they were 'investigating')
- If you receive anything from DJI make sure you make a video when you open the box and check the contents
- Only purchase DJI products from a UK based supplier (HeliGuy, etc) so that you are at least guaranteed to be able to talk to someone about any problems (this is what I will be doing if DJI ever get round to actually refunding me)
- If any items are missing from your order they will pretty much insinuate that you are a thief and a liar, and provide quite possibly the worst and slowest customer service you are ever likely to experience
In hindsight, I wish I had made a video of when I opened the box, but lets face it, who the hell does that on a regular basis? Feeling pretty angry and quite shocked by DJI's response to all this and have requested they provide me evidence from their investigation that the controller was actually put in the box.
Apologies for the negative post, but would not want anyone to go through the nightmare scenario dealing with DJI that I am going through, you have been warned!
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