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Dji promises
1225 21 2017-1-31
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fanse8f2ce72
lvl.2

Netherlands
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I understand that a company releases a new product  which is such a success that they cannot handle the demand.
I have respect for that!
You do very well as a company.
  
I really would like to own a Mavic and follow the developments regarding the delivery over the last months.
  
Here in Holland there are currently still backorders from November…
  
But I'm not going to order a product with such a long delivery time on it.
  
So I was waiting for the moment that I could place my order with an acceptable delivery time.
(I am not a bank that lends money.)

  
In December I had indicated on the Dji website  that I was interested in the Mavic.
  
So on January 5, they sent me this email:
  
“DJI Dear Customer,
  
Thank you for your continued support of DJI!
  
We wanted to let you know that now's the time to pick up that Mavic Pro you've had your eye on. This small yet powerful drone can go with you everywhere, turning the sky into your creative canvas and making every moment an aerial moment.
  
Order today and your Mavic Pro will ship before January 18.”

  
I still found the delivery time too long and have quietly waited until they announced a normal delivery time on their website.
So this happened on January 19.
“If you order today delivery is 5 to 7 working days after payment.”

  
So this was the moment when I ordered.
  
After 5 working days I asked in a chat if everything was on schedule and if they would ship my order within the specified time. (I was curious.)
  
I got an answer that the shipment was scheduled for Monday January 30th.
  
That was after 7 working days so that’s keeping your promise.

  
Because on 30 January (at night) my order was still pending, again I contacted Dji via chat.
Again they told that my order was scheduled to send on January 30th… (Time difference?)
  
Today (January 31) my order is still pending so I asked again via chat if the order was shipped.
  
The person that attended me indicated that the order was not shipped…
  
I asked for the reason of that because I was told more than once that my order would be dispatched on January 30th.
This person told me that  there was no such information.
The only response was that I could expect an email within 24 to 48 hours.
  
Now I quite understand the delivery problems in such a case.
But if you can create such advanced products, then have big problems with delivery times for quite a while, and after that saying that you can deliver within 7 working days..
And after that adapting the number of shipping days on the website almost on daily bases.
You might think that there is a type of control on the shipments?
  
Apparently there’s no lack of intelligence at Dji. (Otherwise they can’t develop such advanced products.)
  
But if there is that kind of intelligence instore and  this is the way way of doing business ..?
  
Then you're worth nothing.

  
I just wanted to say that.

2017-1-31
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No1much
Second Officer
Flight distance : 143878 ft
United States
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I will say that it's gotten pretty silly. Thie support people try, but it feels like either someone else at the company isn't trying, or needs to experiment with more effective ways to communicate and perform more reliably than the image they've been presenting their Mavic customers.
2017-1-31
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DJI Joe
Captain

United States
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Thank you for your well thought out and courteous opinion. These types of posts are listened to closely and we are aware of the supply-side needs of our customers. We can assure you that customer's concerns are valued and listened to. We are always looking to improve our service along with the rapid rate of product improvement.
2017-1-31
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ctopysf
lvl.3

United States
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Reason number one not to order from DJI directly. If you want to be reasonably confident of when it will ship, try to find a reputable reseller in your area. DJI is notoriously unreliable in terms of shipping time.
2017-1-31
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HTC
lvl.2
United States
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Welcome to the world of DJI, get used to it.
2017-1-31
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K4Unl
Second Officer
Flight distance : 122175 ft
Netherlands
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ctopysf Posted at 2017-1-31 18:00
Reason number one not to order from DJI directly. If you want to be reasonably confident of when it will ship, try to find a reputable reseller in your area. DJI is notoriously unreliable in terms of shipping time.

Problem is. No reseller in the Netherlands has the drone on supply. A lot of resellers actually took it down from their website, because they just cannot meet demand anymore.
2017-2-1
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DJI Natalia
Super Moderator
Flight distance : 318 ft

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What's your order number?
Just to verify, you used the same e-mail address when ordering to contact our online chat support, right?
Sorry to late reply due to Chinese New Year holiday, we'll look into it and try our best to help you.
2017-2-1
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fanse8f2ce72
lvl.2

Netherlands
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Hi Natalia, my order number is: 0315668520019
2017-2-1
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DJI-Ken
DJI team
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fanse8f2ce72 Posted at 2017-2-1 04:14
Hi Natalia, my order number is: 0315668520019

I will inquire about your order and let you know when I get an answer.Also, the shipping time is after order conformation whick means after payment has been credited to DJI which can take several days for your payment to be processed depending on your bank.
2017-2-1
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Yusef
lvl.2
Flight distance : 12146 ft
United States
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Same exact happened to me. I made a post about it as well. Good thing you got so much help from the moderators. I PMed one and not a single word...  I ordered on the 22 with it saying 3/5 day shipping, and they told me it would come on the 29th. When I called in, they deflected me and said 30th, and now it is the 1st of February and I have nothing. I just wish the team wouldn't make false promises.
2017-2-1
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Traviance
lvl.1

United Kingdom
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its ok ive just been told by support that mine is not going to be sent out until 20th feb even though i ordered on 23rd january when it said 3 - 5 working days and yet people who have ordered after me are saying they have theirs already, just ridiculous. have purchased 4 drones from dji and the support this time is absolutely stupid, no emails or anything since they took my money, Order Number:  0447638020291
2017-2-1
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Airobotix
Second Officer
Flight distance : 357310 ft
United Kingdom
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I have never seen DJI quote 3 - 5 business days. I ordered when they stated 7 - 10 and got my Mavic in 9 days. Put it into perspective guys, for goodness sake.
2017-2-1
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fanse8f2ce72
lvl.2

Netherlands
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Okay, let's review on what has happened so far.

I have placed a message to explain that I am very disappointed with the state of affairs with regard to my current order .
I've also told that I have respect for the Dji company for the wonderful products they make.
That things have not gone well in the ordering process seems very obvious but is not insurmountable.

But what happens next?
At first I get a vague answer from Dji Joe where I am told that they listen closely to these messages and they are always looking for improvements of their service.
But a solution is not furnished. For example, it is not said that the problem will transferred to another colleague.

The following message is from Dji Natalia asking for my order number.
She also wants to verify that the email address I've used in the chat corresponds to the email that I used to place my order.?
Explain to me why I should use a different email address?

Then comes a reaction from Dji Ken who told me that he is going to do a study on my order and will let me know when he gets an answer.
The strange thing in what he said in his answer is that it can take some days before the payment process has been completed and that only after completion of the payment process the time to shipment will go on counting.

I find this quite a strange comment.  I have been  in contact 3 times via chat in which clear to me a dispatch was transmitted.
This was also stated in my first post. If my payment was not processed on time I never could know a date of dispatch.

From the time I placed my first post until now we are about 24 hours further.
There are now three different persons working on this case.
(After the last person I have contact with on the chat.)
That are four persons in total in 24 hours.
The strange thing about it is that until now there  is still no real answer .. Are we not living in 2017?

I work as a sales specialist, and if the team I lead receive a complaint, there is only one person who handles this complaint.
Behind the scenes there may be working 10 people on this matter but there is only one person who has contact with the customer.
At the time this person is not able to continue with this customer on what matter possible I come in and take action on the process.

A shipping problem is one of the most simple problems to solve.

A situation created as right here now brings an enormous damage to the reputation of a company.  
Especially if the problem is dealt with on a forum and there is not an adequate solution at very short notice.

In a situation like this, you’re looking at an oil slick that just grows.
More and more people will be able to identify themselves having the same problem.
This is a waste of company reputation and indirect costs a lot of money!

It's totally not my intention to cause this (I just wanted to buy a drone) but please wake up and come with a quick solution.
Let your customers  see that  that they can have confidence in Dji.

It’s not easy to build a great company but it’s really fast to break it down.

Succes!
2017-2-1
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hallmark007
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fanse8f2ce72 Posted at 2017-2-1 13:01
Okay, let's review on what has happened so far.

I have placed a message to explain that I am very disappointed with the state of affairs with regard to my current order .


I have to say you are a little out of order here, there are many here trying to help you, but you choose to be rude about the help they are trying to give you.

If it was me after that rant I would make you wait another month.

So it might be a week late, big deal, you have one option that would show you have some principles and that is go to the dji site and press the BIG BLUE BUTTON that says REFUND. Or just show a bit of respect to those who are trying to help you..
2017-2-1
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rustydiver
lvl.4
Flight distance : 419659 ft
United Kingdom
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Mine was ordered22/1/17 from the UK dispatch was estimated 5/7 days, live chatted Friday to be told dispatch today, not heard anything so contacted them today to be told they don't have an idea off dispatch day.
The customer services person was just as useless as delivery estimates.
Its ok for all the ones that have had good delivery but us poor ones that haven't feel right miffed off with the quality off service. Its not like its only a few hundred pounds.
All i want is a date that they stick to for delivery.
2017-2-1
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fanse8f2ce72
lvl.2

Netherlands
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That is also a point of view..
2017-2-1
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fanse8f2ce72
lvl.2

Netherlands
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Dont make a promise if you cant keep it. I paid 1726 Euro. If they told me that it would take 3 weeks before I paid I would have Peace with it. But this is another story.
2017-2-1
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hallmark007
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rustydiver Posted at 2017-2-1 13:23
Mine was ordered22/1/17 from the UK dispatch was estimated 5/7 days, live chatted Friday to be told dispatch today, not heard anything so contacted them today to be told they don't have an idea off dispatch day.
The customer services person was just as useless as delivery estimates.
Its ok for all the ones that have had good delivery but us poor ones that haven't feel right miffed off with the quality off service. Its not like its only a few hundred pounds.

Its ok for all the ones that have had good delivery but us poor ones that haven't feel right miffed .

90% of all Mavic owners had to wait 3 months or more to get there Mavic, stop your whining you will get yours soon.

Good luck..
2017-2-1
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rustydiver
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hallmark007 Posted at 2017-2-1 13:41
Its ok for all the ones that have had good delivery but us poor ones that haven't feel right miffed .

90% of all Mavic owners had to wait 3 months or more to get there Mavic, stop your whining you will get yours soon.

Not if you go on the Mavic forum lots have seemed to have had their deliveries quickly, if you live in the usa it seems to be quicker.
Ive talked to some who ordered theirs after me and have received theirs already. To me there seems no logic to their dispatch methods
2017-2-1
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hallmark007
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fanse8f2ce72 Posted at 2017-2-1 13:31
Dont make a promise if you cant keep it. I paid 1726 Euro. If they told me that it would take 3 weeks before I paid I would have Peace with it. But this is another story.

Then I presume you ordered extras and that is a much different scenario, and I'm sure your well aware of this,
2017-2-1
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fanse8f2ce72
lvl.2

Netherlands
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Yes I bought extras.  But on the page where you buy them there is also told how many shipping das there will be.  None of them where longer than the Mavic itself..
2017-2-1
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AndyCrom0
lvl.1

United States
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If anyone was looking for perspective, I ordered A Mavic Fly more combo back in October.... nearly 17 weeks!

As I'm now pot committed on time, as it could be only week or two away, I dare not cancel it in case its only to possibly wait another 6 weeks, but hey ho thats the UK market  for you(I even ordered it from possibly the largest photography company in Europe, Jessops)

That all said tho, I had spoken to Jessops just an hour ago for an update and they have over 320 on back order, so if your given an eta of 2 weeks, remember that there's a fair few others over here who would jump all over that!

Needless to say I'm really looking forward to getting mine but fearful of wrecking it on day 1 and waiting another 5/6 months!
2017-2-4
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