Curious to what the "normal" amount of time it is to hear from DJI on a ticket.  I submitted a ticket 245758 one week ago.

  

Got an immediate response saying "Very sorry for your problem, we will get back to you soon!"

  

2 days letter went to ticket "site" and asked for some feedback.

  
  

5 days later and STILL no response.

  
  

Reading many others who seem to only get an answer if you post in this forum.

  
  

I wish their customer service was as good as their products...

  
  

  

Been at it since November 22, but I think US Customer support is quicker.

[RCG]Balthazar Posted at 2016-1-22 04:13
Been at it since November 22, but I think US Customer support is quicker.

You didn't get any reply since November 22?
If so, can i have your ticket number please

Tom, i'd like to have your tickect# as well, please

DJI-Tim Posted at 2016-1-22 04:19
You didn't get any reply since November 22?
If so, can i have your ticket number please

To be fair, November 22 was the date my DJI Dealer filed the request.
German support sent the last reply on December 11 with ticket number 138030



I think I know what caused the Germans to need some thinking time, I filled in the analysis form with a little error on temp.
As I didnt have a thermometer and it was snow outside I had to guess and put -2c in the form which caused them to dismiss my case.
After that I found official weather data putting the temp at +0.5c and the log that puts battery temp at +9.95c which was within the recommended temperature range.
Sent them a mail presenting the evidence on temperature data both from the log and from the municipal weather station.
I'm guessing they are too busy to look at the flight log and the meteorological data so they simply stopped answering.

Your friend DJI-Patrick tried to help resulting only in automated request for me to rate customer service again twice.

Thank you so much for helping!

The corrected Dji analysis form

The DJI Flight Record

The cached video

Dropbox folder with all relevent data including footage from search attempt and log analysis files

DJI-Tim Posted at 2016-1-21 22:42
Tom, i'd like to have your tickect# as well, please

Tim it was in my post >>   245758

DJI-Tim Posted at 2016-1-21 22:42
Tom, i'd like to have your tickect# as well, please

I submitted a ticket 245758 one week ago.

Tom, Balthazar, I'm on your cases right now! Thanks for your feedback here on a forum! This is the way for us to improve!

DJI-Tim Posted at 2016-1-25 03:19
Tom, Balthazar, I'm on your cases right now! Thanks for your feedback here on a forum! This is the w ...

Thanks again, feedback is Gold both ways!

My login for the Cloud is rcgbalthazar@gmail.com btw