kleake1
lvl.3
Flight distance : 1361040 ft
United States
Offline
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Alright, I have been pretty patient knowing you went through a move, and knowing that your customer service has issues already, but i'm getting tired of getting screwed by depreciation of my equipment due to your lack of service! I'll give a brief summary of what has happened, however there is much more details behind the scenes.
I purchased:
P2 with H3-3D gimbal back in December 2014 - $959
Lightbridge + Zeiss cinemizer googles in January 2015 - $1779
$2738 to you plus about $500 in additional batteries and accessories, so i'm well over $3k invested in this P2.
On July 4th 2015 my P2 fell to the ground due to no fault of my own. Fully documented with video from the crash as well as my on screen display shown here: http://forum.dji.com/forum.php?mod=viewthread&tid=23324
I got an RMA number and shipped it to you on July 7th, delivered on the 10th. You didn't check it in until July 24th, two weeks after you received it. This is when your 6-8 week clock starts, however it's already 2 weeks after you received it and almost 3 weeks from when it crashed.
I waited, and waited for some sort of response about the repairs, but never got anything. So after 10 weeks from my ship date, I replied asking status. The reply that actually came the next day said "your unit has been repaired. Your Phantom has been updated, test flown, and is fully functional. You should receive a tracking number in a separate email within 1-2 business days." First, I NEVER received ANY e-mail with tracking information. Second, I replied asking what was done on the repair and NEVER got any reply.
2 weeks AFTER I received that response, my P2 showed up on my doorstep. No documentation, no notification, no "thank you", not a single anything other than here is the unit.
I open the box and find that my P2 has been replaced by what appears to be a new,,,,, or maybe pieced together P2. I really don't know since there is NO documetation. These are the issues I see right out of the box. Now keep in mind I had lightbridge installed, configured, wired, etc. on mine when I sent it in.
1. My lightbridge was just thrown in the box. Not hooked up, not installed, not tested, just thrown in the box.
2. Gimbal was pre-installed. No biggy, except it was not connected and it was mounted with zip ties for two of the saftey pins. If new, why was it pre-installed.
3. 3 of the motors were the new style with the sticker on them, but one motor didn't have the sticker. I didn't think this was a big deal, however when you look down inside the motors, 3 have the blueish green color and the one without the sticker is a bright green. DEFINITELY a different motor, but is it the same as the other 3???
4. Remote control was also new. While I appreciate a new RC, mine had labels on the switches that I will have to replace. Again, not huge, but why not pair my original remote to the P2,,, or better yet, install my lightbridge like it was when I shipped it.
5. My lightbridge mount was not returned from my original RC. Am I supposed to put the LB module in my pocket while flying?
Now while some of these are minor, it still brings up some questions. 1 oddball motor, and zip ties on the gimbal??? Is this really a new unit, or is it a refurbished, or what? The oddball motor really makes me nervous to fly it as who knows what I really have. Without my lightbridge installed, was it tested? Could the failure have been in the lightbridge?
I called the next day to try and sort out what was done/not done. Talked with a guy who said he would pass it to his manager and I should get a response via e-mail within about 24hrs. Ok, no problem. He was nice and also set me up an account on the "new" ticket system. (which by the way has a "reply" option that you CANNOT reply to)
After a day and a half I thought I would check in and see, but this time she took my info and told me to wait about a week and a half before I get a response. At this point I'm getting pretty upset as I got an e-mail almost 3 weeks prior to this that my P2 was fixed and being shipped, and now I'm told to wait ANOTHER week and a half to find out what I have and if it's even safe to fly?
And here all this time I thought that once I got it back I would be good to go, but the customer service crap is still dragging on even AFTER the P2 is back in my hands. As of today it has been 13 weeks and 2 days that I have been unable to use it, and I STILL don't even know what was done OR what the cause of the crash "might" have been in the first place. That is OVER 3 months!!!!
I am sure the tech who worked on mine isn't going to remember what was done WEEKS earlier? I went into this knowing it was going to be 6-8 weeks, and while that is a long time, I was reluctantly accepting of that, but we are almost double that time now.
How can I get answers???? I do not trust that this unit is new, I do not trust mix matched parts, I do not trust that I can safely fly this P2 without knowing some sort of answer to what was found and what was done! If you replace the unit with a new one, fine,,,,, give me a new one, if not, TELL me what you gave me....
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