kevinelliott
lvl.4
Flight distance : 354131 ft
Offline
|
Apologies alone, maybe. But people want an explanation, and if they want to earn the trust back they would do that. Otherwise, they most definitely take a brand hit here.
Apple takes a while to recognize it has been at fault, but usually under enough pressure from the community it will admit in some way, and then find a way to remedy it. Even if it's meeting the consumer halfway.
DJI can choose not to do anything, that's fine. I personally will continue to buy their products. I own two Inspire 1's (a v1.0 and a v2.0) and this would be my third. I know I'll be buying a fourth. But no doubt others will not return. And I certainly know now not to trust the company as much as I did before.
Today I took receipt of my repaired Inspire 1 v1.0 (on my dime). It took them under 7 days for full roundtrip shipping, evaluation, estimation, payment processing, repair, testing, and quality assurance. Quite mind-blowing. There are some talented people working there. [The only problem was that they didn't send me back a case with working zippers, which was a bummer!]
It's easy to apologize, why not do it? It costs them *nothing* to do, and it shows that they have some cultural understanding:
"Hi, here at DJI we're sorry about the delays. What happened was that we had a short supply of batteries, and due to the overwhelming demand we just couldn't deliver on time. To regain your loyalty and trust, here's a $50 DJI credit to apply to anything you want to buy in a future transaction. We expect your Fly More combo to ship in 3-4 weeks. We realize this is not ideal, but it is the best we can do under the circumstances. Thank you!"
That wouldn't be hard at all. And the customer will think in their head "holy crap, how cool is that? they cared enough about me to treat me like an appreciated customer -- I love these guys"
But... it's not going to happen Again, doesn't affect me, I'm hooked... for now. |
|