dcchavez
lvl.1
Offline
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Well, this gets better and better.... Bait and switch from DJI.
Only after posting on this forum did I get a phone call from Marshall - customer service at DJI... For 30 minutes, he talked me in circles- ultimately telling me that the camera in my hand is not my original camera, that the tech decided to replace the gimbal/camera rather than fixing it. He couldn’t give me any sort of solid answer as to why they charged me for a series of parts, 3 hours of labor and instead, sent me a different camera.
Never once was I told they were going to send a new camera, otherwise, I would have never agreed to it. I am EXTREMELY careful with ALL my gear (RED Epic Dragon, Canon CN-E Cinema Lenses, jibs, sliders, drones etc.) so I would not have agreed to have them send me back a refurbished product. I would have wanted my repaired camera- nothing else. I purchased my Inspire / X5 brand new and have taken meticulous care of it- which is ironic, being that I handle the gear with extreme care, and still manage to crack the upper motor mount. Marshall said the product is brand new, but I have a very hard time believing that, as the upper mount on this gimbal is much firmer while spinning than the new X5 I purchased. It sounds like the ribbon cable is binding up inside as it spins.
I am just baffled that even after all this drama, the ONLY way I can get a new case and replacement gimbal is to send it in via FedEx- even though I live under 5 miles from the repair facility. THEN, they have a 7 business day turnaround to “check in, assess product, test etc” before they can send me a replacement gimbal. Now, because DJI is such a terrible company, I have to wait another 2 weeks to get a replacement. Apparently Marshall is the top of the “customer facing” customer service, and no one else could be spoken to in order to make this better. He basically sat there, took all the comments I gave him, and kept going back to the “we can start the RMA process” line over and over again. I have never been so frustrated with a company, feeling like my PROFESSIONAL equipment is being held hostage due to some terrible company. It makes me appreciate working with companies like RED Digital Cinema that actually value their customers, understand they are working professionals and work efficiently to resolve customer concerns.
This is officially the last DJI product I will ever own. Let me know if anyone files a class action lawsuit against these idiots for making an upper gimbal mount not capable of supporting the additional weight of the X5.
Lets see how long it takes to get a “new” camera back in my hands… |
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