KrAzYKrivda
lvl.1
Flight distance : 75056 ft
United States
Offline
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Hallmark007 and z4k4tt4ck,
I work for an e-retailer and closely with customer service experience. I'm quite techie as well. Admittedly, this is my first drone, my first flight, my first experience with DJI.
This customer service process was very painful, and I have updated the title.
Addressing z4k4tt4ck:
I specifically flew the drone in a very close radius, [wrongly] knowing that when I initiated a landing it should simply land and not ascend (within 20M, as the BEGINNER TUTORIALS and simulators show). There are literally 2 variations. So at most, I ignored 50%. And the incorrect variation that I was expecting was present in 4 of 5 locations, 1 Beginner Tips - RTH How it works, 2 DJI Assistant 2 Sim, 3 Phone SIM, and 4 remote app while flying ALL state 20m. 5 The manual, states 5M. Had the drone landed as in the 4 of 5 sources there wouldn't have been an accident. What am I ignoring that I should have picked up on elsewhere? Most CSRs I spoke with attempted explaining to me that for RTH the drone always ascends to the set and programmable RTH altitude. I calmly would explain this is not accurate withint 20m. Usually circular conversations would ensue until they or I referenced the manual specifically, stating the distances from home, and steps taken when within them.
hallmark007:
I've purchased the DJI Care plan, and was prepared to pay if/when I crash my drone. I assume at some point I will crash it due to pilot error. I'd prefer to pay when that actually occurs, and not during a test flight where I was testing take-off, obstacle avoidance (prior to the crash, which didn't cause issue), and the RTH. My flight lasted ~1 min, 30 of which was before RTH. 30 of which was during RTH, where drone was unresponsive AFTER reaching the height (which I've read you cannot prevent ascent), which is a secondary issue which could be due to numerous things.
Speaking to impatience, impatience in purchasing the newest coolest drone on the market- guilty. Impatience in flying on low battery - guilty. Impatience in posting in here - not guilty. As I stated, I've disputed the invoice 3 times, over the course of 20 days after DJI had drone IN HAND, 10 phone calls, and even more chats. 2 of the 3 times, they didn't take into account the unresponsiveness, RTH features, or any explanation as to user error. The final response that I received 4 days ago, I had expected a simple explanation of the cause of crash according to DJI, not that it was going to be covered. To my satisfaction, it was covered. 5 minutes later an invoice stating my costs was sent. At this point, the call center was closed, so I emailed. Waited 4 days, and contacted someone today.
When I contacted them today, they didn't seem to acknowledge the email, and needed me to resend it to them to prove that I had recieved it. They then said that it will need to be reviewed. This for me was the final straw.
This posting doesn't have anything to do with whether or not I "won" and proved it was my fault or not.
THE EXPERIENCE OF THIS CLAIMS PROCESS AND DISPUTE PROCESS OF THE INVOICE WAS VERY BAD. WHETHER I'M A DENSE CUSTOMER WHO CAN'T READ, OR UNDERSTAND, I DESERVE AN EXPLANATION. I DESERVE TO HAVE ISSUE I'VE ADDRESSED LOOKED INTO, AND RECEIVE SOME FORM OF FEEDBACK OTHER THAN AN INVOICE.
If you wish to debate that point above, I'd be very interested to hear how my expectations of customer service is too much.
On the other hand, if you wish to debate the fact that this claim should or shouldn't have been "covered under warranty" that is a moot point, and not what this thread was created in reference to.
I would also like to add for clarity, that the most "irate" I ever was is in the attached conversation above. I never yelled, cursed or belittle any individual I spoke with. I understand, or am naively believing, that everyone I spoke with that represented DJI did their best to assist with my issue. I thanked every person I spoke with.
The experience was bad, and I still believe the process can be improved upon. |
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