Ranze
 lvl.2
United States
Offline
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On Wednesday afternoon, Feb 1, 2017 I decided to commit and purchase an Osmo+ and some accessories. I signed up to get the student/educator discount prior so I wanted to take advantage of that. I thought I would be able to put everything (Osmo and Accessories) in one transaction but the coupon didn’t allow. So, I decided to use a credit card to purchase the Osmo+ and I used a completely different card to purchase my accessories. Upon making my Osmo+ Purchase, I got the confirmation and the status immediately went to authorized, order 0019015063382.
My problem came after making my second order and it’s been a headache ever since. Order 0015431286903 After placing my order, my account dashboard showed my 2nd order under “pending” and not “authorized” as my first one did, on top of that, a link showed up for me to click and pay for it (again). I checked my bank and it showed that DJI charged my card and is already withholding the funds, so I am not paying twice.
My problem continued when I reached out to the “customer service” chat on Feb 2nd 2017. After waiting 2-3 hours with 30-40 people in line ahead of me, my experience with over 20 “customer service” reps did absolutely nothing to help, resolve, or make things right with DJIs billing/shipping problem. The very first person I spoke with, I explained my situation and he tried to argue that I had too many transaction on one card. I explained I used 2 different cards. He then told me to email onlinesales@dji.com. Before being able to ask any more questions, he disconnects from our me and the system pushed me in the back of the line again.
I waited in efforts to ask for a phone number to reach someone in upper management or customer relations that can actually fix my problem. Every time I started to explain my experience and requested for someone in management, the representative would ignore my message and disconnect or disconnect without saying a word. The next few hours consisted of representative ignoring my inquiry, disconnecting from me and/or they say “There are no such support or phone number.” (So are the employees the ones running the business? There’s no management there? That’s too farfetched to believe.) I went on to email the onlinesales@dji.com explaining the situation and I have yet to hear from them. I also find it very odd that I received an auto response instructing, “if it’s an urgent matter, go to the chat customer service.” But when I go back to the chat I get deliberately disconnected or tell to email online sales. I’m CLEARLY being made to walk in circles because been 5-6 + hours of me in the chat and no one had offer to resolve, ask their supervisor for help, nor tried to do right by their wrong doings.
Frustrated, I went on Facebook and found the DJI Support Page and DJI pages and started posting my experience on there. The person running the support page took notice and asked for my order number and said he will check on it. The whole morning afternoon goes by and I hear nothing from an update or anything. Frustrated still I started reading comments, and saw that there were other people having the some similar difficulties with “customer service” and I decided to comment expressing my frustration. The person representing DJI Support comments on my comment telling me, “That is not true we have offered to assist.” BUT ACTUALLY, s/he hasn’t done anything! S/he told me s/he will look into it, and never bothered to follow up.
A few hours passed and I get an email, while I was out running errands, that irritated me even more! It was an email stating that I have an order STILL PENDING and is, pretty much, telling me to sign into my account so I can PAY FOR MY ORDER (AGAIN). I get home and post screen shots of this email and the bank statement showing I already made the payment and I question him/her on what did they (really) do to help me if I’m getting another statement to pay a for the same order, twice. I, honestly, don’t believe s/he looked into my order because the rep from before asked me for my order number (AGAIN), when I though this person has already been looking into my order/problem. S/he then tells me to PAY FOR IT AGAIN and DJI will refund the duplicate order. I explained I don’t trust him/her/DJI with all the things they put me through already and I want to get my refund first or just ship out my order. Yet s/he insisted me to PAYING (AGAIN). I said no.
Waiting on information on my refund, I felt it appropriate to request some sort of compensation for all the troubles the people of DJI made me go through on something that’s not my fault nor my problem. I simply requested maybe getting an expedited shipment or some credit/discount to make it right and to try and salvage this horrible first impression I had with DJI. But s/he states, ”Sorry, DJI normally doesn't issue compensation for sale delays or similar issues, according to my experience” and “I can't access the order system now, I think it's down, I'll try again later today. I suggest you pay the order anyway and we'll refund any extra payment.” So, now, we’re back to square one: I STILL don’t know what’s going on with my order nor does anyone want to offer any type of compensation for all the inconvenience.
Fed up with my experiences I had the last 2 days, I decided to cancel my first order and deal without doing business with DJI. In my honest opinion, the way your representatives interact and represents your company DIRECTLY REPRESENTS who you are as a business and what you represent and believe in! Through the experiences I read from others and, now, my own experiences, it’s clear that DJI DOES NOT CARE FOR THE PEOPLE WHO SUPPORTS THEM, THEIR CUSTOMERS. Their interest is making their money. They’re QUICK to take your money then make you wait a month, or more, to get their product. Or if some bad luck and something goes wrong with the product, DJI make you go through hoops and ladders to get someone to help you. From the last couple of days alone, it’s not hard to see what DJI represents. I made copies of ALL the chat/conversations I had with all the “customer service” I had so they can’t tell me I’m making it up but also so I can attempt to find someone in management to do something about this ill business model and for when I report this experience to the Business Bureau.
At the end, I just want to make sure that DJI refunds my money on both my orders. The person from the Facebook DJI Support page claims that it will be 2 weeks. I asked for an email to verify this on paper. But he too, with no surprise now has stopped messaging me, just like the rest of DJI “customer service” representative. So, I want it TO BE KNOWN that DJI CHARGED MY BANK, attempted to make me pay a second time, which I said no, had HAS YET TO REFUNDED ME ON BOTH ORDERS. I tried to work with them to make things right but ended as a disappointing experience with a disappointing company. I HOPE someone reads this and get enlightenment to those considering to buy from DJI. LET IT BE KNOW from what I read and experience ALL THE NEGATIVE COMMENTS PERTAINING TO DJI IS TRUE and buyers beware on what you may have to deal with down the road. DJIs’ “CUSTOMER SERVICE.”
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DJI team
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... I just need how will can to use the insurance DJIREFRESH, because live in Italy and nothing explain me to make in case of crash...
