RuralExVA
 lvl.1
Flight distance : 723871 ft
United States
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Dear DJI Forum Community,
I am writing this post to express my profound disappointment and frustration with my recent experience using the DJI Care Refresh service. As a loyal DJI customer, I feel it is essential to share my encounter to shed light on the issues I encountered and the subsequent impact it had on my professional endeavors.
Firstly, I faced significant difficulties with DJI's acknowledgment of receiving my drone. Despite having my package in their possession for over 24 hours, it took multiple contacts with DJI support via online chat and phone to confirm its arrival. I was even compelled to threaten filing a police report before they located my drone, which had already been signed for more than 24 hours prior.
Secondly, the promised inspection and immediate replacement of my Mini 3 Pro did not materialize as assured. DJI's representatives claimed they would inspect my returned drone promptly and dispatch a replacement on the same day. However, the shipping label was only generated at 4:46 pm, with pickup scheduled for the following day. To add insult to injury, there was an insinuation that paying an additional fee would expedite the delivery, which I find absolutely unacceptable.
Thirdly, my replacement drone has been languishing in Louisville, Kentucky, for over 36 hours now. While part of the delay can be attributed to the Memorial Day weekend, UPS informed me that DJI's failure to schedule a pickup until Friday was a contributing factor.
Regrettably, I had to cancel two important jobs that relied heavily on aerial footage for a faculty reunion and graduation celebration. Had DJI fulfilled their promises, my replacement drone would have been delivered on Saturday afternoon, as confirmed by UPS.
To add insult to injury, the estimated delivery date for my replacement is now Tuesday by 7 pm, which means it will have taken twice as long to receive the replacement as it did for DJI to receive the original drone. The implications of this delay have resulted in significant financial losses and a compromised professional reputation.
Considering the substantial loss I experienced during this ordeal, I regret not purchasing a new drone outright. The purpose of DJI Care Refresh, as advertised, was to provide timely support. Instead, I was coerced into paying extra for "improved delivery times" that would have made no difference due to DJI's lack of punctuality.
As someone with extensive experience working at UPS, specifically handling time-sensitive shipments, I can confidently say that DJI had the capacity to ensure a swift turnaround. However, their inefficiency and attempts to deny receipt of a drone their own employee signed for are unacceptable. The statement, "I don't know where your $1,000 drone is," is simply inexcusable when it was in their possession.
This unfortunate experience has left an extremely bitter taste in my mouth, not only regarding the DJI Care Refresh package but also towards DJI as a whole. In the future, I will seriously consider alternative insurance methods and manufacturers.
I hope that by sharing my experience, DJI can address the shortcomings in their customer service and provide a better experience for others who rely on their products and services. |
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