Ranze
lvl.1
United States
Offline
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Since I'm forever in a chat battle or "I'll get back to you" game tossed aside by DJI....Can anyone describe any GOOD QUALITY CUSTOMER SERVICE or any offer of compensation from DJI from troubles THEY CAUSED? As a (FUTURE) brand new SUPPORTER of their company (Since I'm still waiting on my order).... I want to see if my investment has some sort of support/interest by this company through experienced customers of these threads. This is my first purchase from DJI and I'm still debating wether to keep it or not. It's been less than 2 weeks and I've already had multiple problems with this company. I have kept ALL EMAILS, ALL CHATS, AND ALL POST PROVIDED TO ME, and I've already sent a report to the Better Business Bureau, and looking for more ways to get the word on how UNPROFESSIONAL and UNHELPFUL DJI and the people who's suppose to represent their company and I have yet to read on any good experiences. And if there was a good experience it would be one per the hundreds of bad stories I've been reading. My Situation:
Problem 1:
A week and a half ago, I placed 2 orders, one for an Osmo+ and the other for accesorries. I paid with 2 different cards. When I paid for the first Osmo order. It went through just fine as "authorized" status. Second order I PAID, I get a confirmation from the bank and have a pending transaction from DJI and realized it stayed as pending status. I gave it a day anyways. After a day or 2, I check on the status and get an email from DJI. Telling me to pay again! and it's still "pending" status. I was on the chat for 6+ hours waiting, getting disconnected, and being ignored. Some, who replied, just told me things I already know: "it's in pending transaction" or suggesting for me to pay twice and "they'll just refund the duplicate order." I didn't trust that though. After countless post with Support Page on FB, hours of chat on here, and emails never responded, I can tell DJI doesn't want to help. So I went to the bank and reported it and the bank credit me back. Cancelled everything.
Even though I want NOTHING TO DO WITH DJI at this point, my wife and daughter really wanted an Osmo. So this time I ordered the whole kit in one transaction. Which leads to my Problem 2: After placing my order on Fri, I waited for after the weekend to check back up on my order. I asked the rep about my shipping/tracking numbers. After asking the rep tells me, "My apologies for the extreme delay, The item is out of stock as of now. The reaon why is because of the unforseen huge volume of orders from this month. I know it was stated in the websire about the estimated shipping but and we already escalated it to the headoffice for it to be changed. Rest assured, we will notify you thru your email for any updates of you oderstatus." and "Estimated shipping time will be on March 13th" (From an order I placed Feb 3.)
My question to CURRENT OWNERS..... IS IT REALLY WORTH THE TROUBLE? Is the horrible service really worth not getting any help or any compensation with DJI?
These last two weeks, reading on here.... it has been "I'm sorry this..." and "I sorry for your frustration that..." or a story about how DJI DOESN'T REPLY NOR OFFER ANY TYPE OF COMPENSATION For TROUBLES CAUSE BY DJI AND NOT FROM THE CUSTOMER! As with my first problem, even after all the troubles that customer services caused their solution to their problem is to have me pay twice. I asked for compensation, wether it be credit, expedited shipping, or anything to compensate and to work with them. Their reply..."DJI NORMALLY doesn't offer anything like that." 95% of my replies were " I'M sorry for the frustration" or "What's your order number and we'll get back with you...." (only to be asked for my order number again, when they were suppose to have been looking into my order number already. Until this day I have yet gotten a reply to all the "I'll get back to you messages." When I ask for a managers phone number or customer relation contact, they tell me...."there's no such thing." That's just MY experience... but it seems to me, it is COMMON TREND that DJI gives everyone problems nor offer anything to MAKE IT RIGHT with all their unfortunate apologies.
With my second situation. I placed an order a few days ago. I get the order was placed BEFORE the weekend so it may take awhile to "process" (knowing DJI). MY NEXT PROBLEM..... IF I DIDN'T HAPPEN TO INQUIRE ON MY ORDER today.... DJI WOULD HAVE LET ME WAIT UNTIL MARCH 13 before I would have found out later that my order hasn't shipped out yet. Again... SHOWS THEY DON'T CARE BECAUSE THEY HAVE MY MONEY. IN EFFORT TO GIVE DJI ANOTHER OPPORTUNITY TO MAKE IT RIGHT, I felt it was reasonable to ask for an expedited shipping when my product DOES become avaiable... GUESS WHAT MY REPLY WAS? A DISCONNECTION FROM THE PERSON CHATTING ME WITH! Since I was thrown to someone else, I figured to test the theory, that DJI doesn't care for their customers.... I pretended showing interest in buying the same exact package I already ordered and I mentioned "I heard that orders are out of stock until March 13 and I wanted to verify this is true." The rep then asked me where I am I located, I saids United States..... and immediately after he tells me "I can see that the Osmo+ with the sports accessories kit IS AVAILABLE. The estimated shipping: 20-25 business days of payment confirmation." Again, I have the transcripts of all my conversations and I've included everything I had in my report to the business bureau. So far, my first and maybe last experience: I feel that DJI is deceptive and their business practice is... well... NOT THERE, nor do they care.... and it's clear their interest is THEIR MONEY and not their customers (the people who support them buy investing in their product), they tell you what you want to hear to get you out of their face i.e. "I'll check on it and get back with you" and you never hear from them again. They tell you they undestand my frustration but don't offer anything to make it right. Not even a sticker or 50 Cent credit. So my question why? Tell me your story? Maybe we can make this viral! Or is this something everyone knows DJI DOES and doesn't care to advocate for proper customer service?
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