IbriTheDon
lvl.1
Australia
Offline
|
DJI Customer services is the worst. I am new here but not to common sense or customer service.... I have seen online that this seem to be the general consensus
Let me share my story
So far as I still deal with it
DJI Technical Support
Case Number: CAS-956135-C9S7M9
Dear DJI
Re: POOR CUSTOMER EXPERIENCE DJI CARE
history of your complaint:
· DJI PHANTOM 4 PRO+ Purchased 17/08/17 via Digi Direct Online store totalling $4156.90
· DJI CARE services process started 04/09/17 – dropped off drone for REPAIR of landing leg received over quoted quote for $2678.00 – with no mention of my landing leg prior to handing drone over I checked all flight status was a go minus landing leg sensors on damaged part. But still able to fly no issues.
· All information should be attached to the Case Number CAS-956135-C9S7M9 but as per conversations with the CSR I have had for a week all interactions are not recorded to the Case number
After purchasing this item with the relevant DJI Care I made contact with DJI to make a repair booking. It is indicated on the DJI website
“If you purchase DJI Care Refresh with a brand-new product, DJI Care Refresh will be valid automatically from two days after product shipment.”
4、If I have DJI Care, do I have to pay repair costs before applying to DJI Care for reimbursement?
No. DJI Care is bound to the S/N of your aircraft, meaning repair costs will automatically be deducted from your DJI Care coverage amount. No additional payment is required.
9、What’s the difference between DJI Care and a DJI product warranty? Will a DJI product warranty be invalid without purchasing DJI Care?
A product warranty is a repair service provided by a manufacturer when product quality problems occur. DJI Care is a service plan that provides you with peace of mind, covering damage to your DJI aircraft, gimbal or camera sustained during normal use. Although you can still enjoy DJI’s standard product warranty without buying DJI Care, a DJI Care service plan can greatly reduce repair costs. Furthermore, if the repair costs are covered by a standard product warranty, the remaining balance on your DJI Care Service Plan will not be affected.
10、What is covered by DJI Care?
DJI Care covers damage to the aircraft, gimbal or camera due to dropping, squeezing or crashing caused by operator error or other accidents. DJI will offer free repairs if the equipment is sent to DJI within the period of validity. Accessories such as remote controller, propellers, battery and charger will not be covered by DJI Care.
The steps I took to resolving this issue is contacting DJI & following the process for DJI CARE. I dropped my drone off for repair at the service center in Melbourne Australia. I have spoken with technical support on multiple occasions to resolve the issue. The repair center sent a inflated quote to the sum of 2678.00 then I called technical services as I thought all repairs would be covered as stated above. I sent proof of purchase along with my emails which listed my DJI CARE as proof of purchase as I felt they maybe a verification issue from my conversation with Huwie the representative I dealing with the issue. On multiple occasians this representative gave me miss leading info which has delayed repairs. I requested to speak to a Team Leader or Superviser which I never got the chance to. I advised the rep I wish to escalate the call & the rep repeatedly refused to escalate or arrange for a manager to call me back. I have made payment for $130 for repair of my item which I was instructed to do by the representative (excess fee?) I have sent my proof of payment & now I am being told my payment is not able to be tracked, via direct bank deposits and I need to get a refund of payment & pay via pay pal. It was at this point once again due to miss leading info I asked to speak with higher management. Which still to this day 14/09/17 I have not got a call back nor escalation taking place. I have still had to speak to the same representative who I advised has made me unconfutable & casue me axiety. Which was not cared about. I have requested to make a formal complaint about the representative which fell on def ears as I was not allowed to make a complaint.
I have had the worst experience with DJI & now am in the process of taking the matter further. I have time & time again told DJI clearly that I would like my complaint resolved as well as repair quickly due to client needs – for example aerial photography & videos, I have lossed out on work due to the lack of support & time frame.
I would like DJI to honor my request in fast tracked manner or I will be either forced to purchase another DJI drone till this issue is resolved which I will be requesting a refund on or credit note
DJI have my property so they can either
· refund your money (or provide a credit note)
· repair the product
· replace the product
· fix the work (or pay for the work to be fixed by another service provider).
I have given reasonable timeframe for DJI & advised that I have contacted consumer affairs to take action.
Repair centre said they would fast track if but dji delayed the issue
Am I confused but website states that repair cost are covered in dji care or at an additional cost you can get a replacement unit
Now I don't have to send anything away nor wait for something to be sent back I'm a 30min drive away
Dji have told me I can't even just go get my drone and they won't hand it over
I have to go on a trip next Tuesday my main issue is will I have my drone in time or am I going to seriously buy a replacement so I can get my jobs done
|
|