Coigreach
lvl.4
Flight distance : 546014 ft
Australia
Offline
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I ordered the Inspire 2 in December 2016 and was delighted when I got an email saying that the first package had been shipped. I then got a second email saying the second package was on its way. I was then glued to the computer watching the DHL package going from China to Hong Kong to Perth. The excitement started changing to frustration when both packages were held up by Australian Customs because DJI supplied the wrong information on the invoice. I spent hours and hours becoming even more frustrated on online chat trying to get DJI to separate the invoices. I then sent the email and separate invoices (along with Proof of payment, order number, credit card statement showing payment) to DHL to forward to customs. I had been under the impression that DJI would have sorted out all this prior to sending the goods! This whole process took over a week until finally Customs released the Inspire 2 and X5S!
DHL then told me on the phone that it was too late for shipment to go out on the Friday and it would be delivered on the Monday. However, I didn’t want to wait that long as I had plans to do test flights at the weekend in preparation for my planned holiday (which I later had to cancel due to this disastrous situation). So, I drove over 100km to pick it up. When I got home, I charged the batteries up, read the manuals and headed to my local park to do some flight checks.
When I got to the park, I found that THE PROPS DID NOT FIT!!!! No, they weren’t a bit too tight or a bit too loose, they just didn’t fit at all! I spent hours and hours on online chat, emails to support and support.nl and calls to the UK from Australia desperately trying to get some help and some answers. I measured the props and the mounts with a vernier gauge – the prop hole was around 10mm and the mounts were around 15mm. So, as you can see, it was impossible to fit the props as they were simply the wrong ones! After many days, I found out that these were probably a beta testing props and shouldn’t have been sent out with the I2.
It has been SO difficult to get help from anyone at DJI. I have had to repeat my story over and over again and convince them that –yes, I do know how to put on props and lock the motors and yes, I do know to unlock the motor mount before installing the props for the first time. I just became more and more frustrated as I felt that I wasn’t being listened to or being understood (maybe due to language barrier).
When it appeared that I was being listened to, I was told that I would need to send back the props so they could be inspected BEFORE I could receive new props! Really? I’ve spent more than $15000 on the I2 and they are going to withhold $30 worth of props because they don’t believe me?! As a good customer (I’ve already spent $20000 on 2 Inspire 1 V2s), I really don’t expect to be treated like a liar or an idiot! I am appalled by the very poor customer service I have received.
Finally, I managed to get hold of DJI Melbourne and after a few more explanations to several different staff (I also sent another photo of my incorrect props and they sent me a photo of the correct props), they finally agreed to send me the correct props first. To my horror, after all this, they sent them via road train (TNT Express). From Melbourne to Perth, that’s about 3,500kms and another week’s delay!!
So Rich, first of all I apologise for such a long message! I’m sure you can understand how frustrated, angry and disappointed I feel. I should have been flying on Thursday 5th January and yet, three weeks later (holiday missed), I have an expensive Inspire 2 that is unable to fly and which is now holding down my invoices and paper work- yes, it’s a $15,000 paperweight!! |
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