Dear DJI customers,

  
  

While we continue introducing more exciting new products, our customer service is also improving tremendously. Our goal is to provide excellent service to customers all around the world.

  
  

Wherever you are in the world, we have team that can help you! Listed below is the contact information for our various regional offices.

via Phone

  
Asia-Pacific  

Country/Region	Phone number	Working hours
CHINA, MAINLAND	+86 4007000303	Mon-Sun 9:00AM-12:30PM; 2:00PM-9:00PM (GMT+8)
HONG KONG	+852 3060 6038	Mon-Sun 9:00AM-12:30PM; 2:00PM-9:00PM (GMT+8)
MACAU	+853 62621485	Mon-Sun 9:00AM-12:30PM; 2:00PM-9:00PM (GMT+8)
TAIWAN	+886 2 8723 0819	Mon-Sun 9:00AM-12:30PM; 2:00PM-9:00PM (GMT+8)

North America
  

Country/Region	Phone number	Working hours
USA & CANADA	+1 (818) 235 0789	Mon-Fri 9:00AM - 5:00PM (PST)

Europe

Country/Region	Phone number	Working hours
NETHERLANDS	+31 20 654 5202	Mon-Fri 10:00AM - 7:00PM (GMT+1)
UK	+44 2076603037	Mon-Fri 09:00AM - 6:00PM (GMT+0)

  

via Email

  You can also contact us via email,
  

  1. Go to  http://www.dji.com/support , choose Email

  2. Fill in your information and submit, and we'll respond to you as soon as possible

via Online Support

1. Go to http://www.dji.com/support/product , and choose the product you need help with

   2. Fill in your name and email, and get online support

You can also find us on Facebook, just go to https://www.facebook.com/DJISupport/

noted and added

Canada being as large as we are, needs its own contacts. Ha


RedHotPoker

Good to see that this post is on all the forums platforms!, but it might be better if it was its own forum heading...maybe?

What a time to post this. Just incredibly failing in CS at the mavic shipment and then "tremendous improvement". So we will hope this for the future...

Thank you DJI!

What has changed within customer service and when were the changes implemented? What changes are planned for the future?

At least in the US, we have been using all of those methods of contact now for quite some time and the results have been very much a mixed bag to put it politely.

Are these local call centers in each country? Or do these #'s all forward to China?

Thank you dji Thor

So can you explain why the online chat said hello and never answered my questions?
This is very bad customer service communication.

SHJMw4xhOqc8 Posted at 2016-10-25 09:46
So can you explain why the online chat said hello and never answered my questions?
This is very bad  ...

Thanks for bring this to our attention, maybe it caused by system error or network environment, our online support did not receive your messages.
Please feel free to let us know if it happens again, we will figure it out and get it fixed  asap and provide good service for you.

Thank you DJI... I can not speak for everyone but a lot of the anger in the post came from the lack of communication from DJI with the Mavic Pro shipment. A list of contacts is a step in the right different. Being honest to your already paid in full customer means a lot. If the Mavic Pro and Combo are shipping but only XX,XXX units at a time then just let us know.

I noticed that I can't buy the extended replacement warranty in New Zealand???

Whats the use of these numbers? they're just technical support numbers. If you want to speak about sales it says just to email.

canada seriously needs its own

Those numbers are great and all, but I can't use support if I don't have my Mavic yet.

If comments like this sound like a broken record, it is because they are playing the tune of the DJI Mavic launch.

unsatisfied Posted at 2016-10-27 10:02
Your customer service will need more than a tremendous improvement LUL

Unsatisfied, what is your personal experience with our CS?  Have you ever had repair issues?  If so how were they handled?  If you are expressing your displeasure over the delivery of the Mavic, we apologize.  We are shipping as quickly as we can.  

unsatisfied Posted at 2016-10-27 10:02
Your customer service will need more than a tremendous improvement LUL

Sorry have to delete your post of #25 for offending content, you're free to post again without the last sentence mentioning people from China

Thanks for posting the CS phone numbers.  However the US phone number says it has been disconnected.  Does anyone have a phone number that works?

jeff05 Posted at 2016-10-27 12:36
Thanks for posting the CS phone numbers.  However the US phone number says it has been disconnected. ...

Hi, please try again,  if it still doesn't go through, please let me know the time you're calling and the time zone. Thank you.

I try to contact DJI Partner / Affiliate Program Members. I am so frustrated. No one is answering my mails

this is a nice job

is this what replace the chat button on the landing page, i don't see it there anymore?

armoredsaint Posted at 2016-11-1 09:17
is this what replace the chat button on the landing page, i don't see it there anymore?

you can still do online chat, just fill in an email

Falta America do SUL!!!

good ,shd a df  a sd  d f  a  sd f

we Cdiasd f sdf a sdf a  a as d   fa sd faf adsfwsdf  sadf

Gery Foss Posted at 2016-11-7 15:36
we Cdiasd f sdf a sdf a  a as d   fa sd faf adsfwsdf  sadf

i  want go home with you

Domdesign Posted at 2016-10-28 22:16
I try to contact DJI Partner / Affiliate Program Members. I am so frustrated. No one is answering my ...

what can i help you?

Macau number is incorrect... China/HK numbers are always busy... I live in Singapore and need technical / sales support for defective compass 2. Shall I call US support? Online chat not available on weekend too.

Please. I would recommend everybody check inside the lens with a flashlight. Mine came with a kind of scratches and I am backing to Brazil and don't know if would have time for replacement. Waiting Dji email answear.

fans90f7b3df Posted at 2016-11-12 22:33
Please. I would recommend everybody check inside the lens with a flashlight. Mine came with a kind o ...

Sorry for your experience, have you tried shooting with your drone, is the picture or video fine?

I contacted DJI with the contact form on the website like described, but I did not get any confirmation that my message has been received.
Should I send the message again? Maybe I mistyped my eMail (should've taken a screenshot).

Edit: I wrote again via the contact form to make sure my message got relayed and received an eMail shortly after wich notified me that the two requests were merged ;)

Improvement suggestion @DJI: please send your customers an automated reply if the message has been received.

Ulfert Posted at 2016-11-14 21:12
I contacted DJI with the contact form on the website like described, but I did not get any confirmat ...

Suggestion request submitted.

DJI-Thor Posted at 2016-10-31 20:39
you can still do online chat, just fill in an email

Actually, it appears the online chat is missing.  It's only an option from the support page, and those people say they can not cancel orders, you have to use the chat link at the landing page, which no longer exists.  I've emailed onlinesales@dji.com to cancel my Mavic order 001200554606 as I have ordered the P4 instead.  Is it possible for anyone to help push that through?  I don't want it to ship before the order is canceled.

Tahoe Ed Posted at 2016-10-27 10:05
Unsatisfied, what is your personal experience with our CS?  Have you ever had repair issues?  If s ...

Enough excuses and lies!  We aren't talking about your repair service or warranty service or anything like that.  WE ARE TALKING ABOUT AFTER-SALES SUPPORT.  There is none. The chat feature is a useless joke.  They can't even access your account!!??  What is wrong with DJI?  They blatantly LIE about the shipping times, and when you try to contact them regarding your order, NOBODY can answer your question.  They only tell you to "EMAIL CUSTOMER SERVICE".  The email is absolutely useless. They NEVER reply, and they never directly answer your question about when your item (that has already been charged to your credit card) will be shipping out.  They lie about inventory and they deliberately avoid answering questions about any after-sales issues.

I'm sick of seeing DJI's replies to complaints.  They make no effort to help you or answer your question, they just object to your opinion (which is based on fact) and make excuses.  That is an insult to the customers.  

I have initiated LEGAL ACTION by working with my state's Attorney General, who happens to be a friend of my father. Our attorney general is incredibly efficient, and he ALWAYS succeeds in dealing with legal matters such as this. I also wrote a letter to my Congressman regarding the problem with overseas companies (specifically DJI) lying about inventory and shipping time.  He promptly replied to me and said he would forward it to the State department that deals with overseas retail companies.  

The time for defensive excuses and lies by DJI is over.  It is time that customers take legal action to let DJI know that they are not fooling anybody.  They purposely ignore after-sales questions, and they sit on your money for months while you are waiting for your product to ship. It's not simply bad customer service.  Nobody could have customer service THIS bad.  They are playing a game to make money on your money while you wait for the product your were promised would be shipped long ago.  This will end soon.  

DJI, take some advise from me on this matter.  Don't reply to this message.  I will simply forward it to the Attorney General to add to the recordings, text files, and videos that I already gave them so they could see the responses and inability to contact DJI after-sales support.  It is illegal in the United States to tell customers that an item is available to ship when it is not available to ship.  It is a form of false advertising, and I have had great success in the past dealing with legal issues such as this.  Most companies think they are too big to have legal action taken against them by individuals, but with the help of my state's Attorney General (who is a friend), DJI will soon see that their practices are not acceptable or legal in this country.