stray_bullets
lvl.2
United Kingdom
Offline
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Hi all,
With all the negativity in the forums (I understand it can be a first port of call in a negative situation) I thought I would share my own experience of dji customer service.
I live in the UK, so my view is for the EU support team specifically.
I bought my P3A back in November of last year. I didn't have many chances to fly it initially, only racking up an hour overall of flight time. Two weeks after new year, I went to fly at a large park in my city. Before I go anywhere, I do pre-flight checks all over. I spotted a crack on the rear right motor support, it ran across two of the screws on the lower half of the body.
I was obviously initially very disappointed, never crashed, always gentle or auto landings if I couldn't hand catch. I mean, I literally baby this thing.
So I messaged dji on Facebook, got a reply within a couple of hours to apologise and refer me to the email and phone numbers for EU support. No dis-respect to call centres or operators, but I always prefer to use email, I just find I can explain everything more clearly if I can read it back to myself. So I emailed and got a reply in less than 24 hours, each time I replied a reply came back with the answers to my questions.
I was given a tracking reference for the warranty repair and advised so early on that the repair would be at no cost to me and return shipping would also be on dji.
All I had to do was cover the shipping to the Netherlands, this prospect concerned me a little, but I had some good recommendations from people and eventually settled for UPS at £36 including cover up to £750.
They collected the bird, battery and controller on a Friday (29/01) and delivered to the Netherlands EU repair centre the following Tuesday (02/02) tracking updating info all the time. dji emailed me to advise they had received the unit and by 05/02 it had updated to "Repaired and Tested".
On 08/02 they emailed to advise my repaired unit had been shipped via UPS who also emailed to tell me the parcel was en-route with all the tracking info constantly updating, just the other way around.
I collected my Phantom from a UPS collect point this evening (10/02) got it all home and unboxed it. I'm not ashamed to say, I felt the same level of excitement as when I first unboxed it back in November.
I have a replaced complete shell (with a pack of stickers |
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