RichardB
 lvl.1
United States
Offline
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I'm truly hoping that DJI will do something to change my beliefs and impression of them and that I can happily recant this post and sing their praises. The following reflects my experience and impression DJI has given me. Believe it or not, I held back a lot. And I do not speak for anyone else but myself.
So now you're sorry? About what exactly? The public humiliation? Being called out on your "we got their money so F-them" culture? Loss of face? Having a buyer that doesn't fear standing for a principal, who doesn't bow to your intentional misrepresentation, false advertising, incompetence and near total lack of customer service? It can't be that you are sorry for tossing me into your black hole, after all, you had multiple opportunities to do the right thing and all were ignored until this shaming.
Here's how to fix things. You now have multiple requests via your "Customer Support" and "Contact DJI" page with all my contact data and info on each. The latest was sent out late last week. It's on the internet, in your email, and may even be stored in the DJI black hole where, apparently, things go to be ignored. You can even print it off. I know you will like this approach, as its the same you recommended to me. But joking aside, call me, email me, write a letter, come visit Myrtle Beach and knock on my door. Heck, I'll even put you up in our guest house for a night or two. But for the sake of just doing the right thing, would someone over there please do their job!?!? Really, it's embarrassing how DJI treats customers and it's becoming embarrassing to say I own one. Maybe DJI hasn't figured this out, but a product is worth little more than the quality of their customer service. After paying $4k or more for these things, surely DJI can afford a stamp and envelope? Isn't it easier and more cost effective to do the right thing to begin with rather than playing the Black Hole Ostrich? (You know, sticking head in the sand and ass in our face.) Thus far my experience is that DJI would rather spend ten times the effort and cost running from responsibility, upsetting current and potential buyers, and being publicly humiliated rather than stick a stamp on an envelope? GEESH!!
Actually, based on my experience and what I've read, I now refer to DJI "Customer Service" department as "The Black Hole." It has a nice ring to it and is much more representative of my personal experience with you. Heck, the "customer service personnel could even be called Ostriches. I'm sure others have similar feelings as this analogy. But I digress.
If you are really sorry, send my stuff that I paid for months ago. Original paperwork and the prop locks are missing and I want them now more than ever for the crap DJI has pulled on me. And before anyone else says that the prop locks (or even the "free" case is free) they are not and it's easy to prove. First, if they are free, what is the big deal about sending the parts in the first place? Secondly, Knock on DJI's door and ask for a free case, or free prop locks. See how far that gets you. Also, if they are really "free" why doesn't DJI send us a new case when the extremely poor design falls apart on its own? I wonder if DJI selects material for their QRP's like they did for the handle on the cases?
By the way, like many others, my case is falling apart. Will DJI send me a "free" replacement? I seriously doubt it. Not without blindly giving them a credit card number and enduring a 2 to 3 month wait and probably another rant on social media.
As for the DJI quick release (quick wear and automatic ejection while inflight) prop locks they claim to be superior to the after market ones that reportedly do not have these failure points, I have no interest in using them. Not until better quality control, improved materials, guarantees on their safety, reliability and DJI takes full and immediate responsibility for damage due to their failure, including shipping and fast turn around for repairs. One week is more than enough time to repair...heck, even build from scratch, these birds. Two months is an aberration to our common sense. These things need to be clear, in writing and with no more weaseling out of responsibility, or DJI playing ostrich. I'm hoping that DJI will start taking ownership of their shortfalls and make immediate corrections rather than the current practice of taking our money and hiding in that black hole they call customer service. Our request go in, but never come out.
DJI's (lack of) action is turning an otherwise great product into a liability for those of us who own one, and especially those who depend on these for their livelihood. It was faster and more reliable to send a package coast to coast by Pony Express in the 1800's than to get so much as a response from DJI. This is not an exaggeration! Pony Express was 2 to 6 times faster from California to the East coast (15-20 days) than DJI takes to answer an email or repair a product. But to be fair, the Pony Express had horses and it seems that DJI is relying on much slower incompetence. (It's only sarcasm if it's not true, LOL.) I'm hoping DJI progresses their customer service to the mid 1800's and response time to that of a Pony Express rider. It would be a great improvement over my experience.
Now, how about sending my stuff, and while you're at it, I need another "free" case. The "free" case I paid for in the kit is falling apart. BTW, when the handle falls off my free case, causing the case to drop and unlikely damage my Inspire, is it covered?
Your quick reply is greatly appreciated. (10 days or less).
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DJI team
