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[Help] [DJI Care]No response from custom service after 2 weeks [1mo]
802 14 2017-2-13
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int0x80
lvl.4
Flight distance : 668015 ft
United States
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Hi DJI Stuffs,


I got my Mavic and DJI Care Refresh last November, my first drone.
Sadly I crashed it 3 weeks ago, I decided to send it in and get a replacement.
DJI keep sending me Service Quotation of original fixing cost.

However, I did purchase DJI Care Refresh, I want a quick replacement.

Because I rebinded the SN number after first warranty replacement, I think there
might be some problem with your system. I called DJI American multiple times,
you told me:
- First time: "we will deal with your issue as soon as possible"
- Second time: "we will contact you in two days"
- Third time: "our representative will contact you tonight" (update: I am living in EST zone, I called them after work)
Turns out nothing happens.

I send you my "proof of purchase or the agreement number" (4 pdfs with detailed
information) two weeks ago. No response at all. And in your Zendesk my
case is ironically marked as resolved.

I feel really bad about your custom service. It has been 3 weeks since my drone
was sent in.

I don't know what to do and start this thread here for help.


Thanks,
int0x80

-- NORMAL --
2017-2-13
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PimpDawg
First Officer
Flight distance : 1204754 ft
United States
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The real kicker is that DJI Care is marketed as "Rapid Support. Get prioritized replacement units, greatly reducing the time it takes to get back in the air." and "VIP Phone Service" which in real world turns into "we will deal with your issue as soon as possible".
2017-2-13
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DJI Natalia
Super Moderator
Flight distance : 318 ft

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Very sorry that you're experiencing difficulties.
We checked our e-mail system for your previous ticket 384777, you replied our support with an e-mail stating that " No problem at all, I just checked the DJI Care status and everything looks good now" on 7th Jan, so the ticket is marked as resolved.
Just to clarify, you created a new ticket number, right? Please provide me your ticket number, I'll look into it and help you follow up the case, thank you.
2017-2-13
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int0x80
lvl.4
Flight distance : 668015 ft
United States
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DJI Natalia Posted at 2017-2-13 18:59
Very sorry that you're experiencing difficulties.
We checked our e-mail system for your previous ticket 384777, you replied our support with an e-mail stating that " No problem at all, I just checked the DJI Care status and everything looks good now" on 7th Jan, so the ticket is marked as resolved.
Just to clarify, you created a new ticket number, right? Please provide me your ticket number, I'll look into it and help you follow up the case, thank you.

Thanks for the timely reply.

I just checked the zendesk, you were looking at the previous ticket (1 month ago about another issue).
The last ticket id is 416649
My case number is: CAS-421784-H6H9S3

No offensive, the thread title was "[Help] [DJI Care] No response from custom service after 2 weeks".
May be not you, but someone modified it to "DJI Care Issue". I honestly feel that is not nice.

I used the title because I want more attention after two weeks slience. I just changed it back.

Thank you again for understanding.
2017-2-14
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DJI Natalia
Super Moderator
Flight distance : 318 ft

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int0x80 Posted at 2017-2-14 08:21
Thanks for the timely reply.

I just checked the zendesk, you were looking at the previous ticket (1 month ago about another issue).

Sorry for the confusion caused, nice to make it clear, thank you.
I'm checking with related team for your case now and will get back to you if I get any information.
Actually, we're concerned much about the problem you reported and would like to try our best to get it sorted out as soon as possible.
2017-2-14
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int0x80
lvl.4
Flight distance : 668015 ft
United States
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DJI Natalia Posted at 2017-2-14 19:25
Sorry for the confusion caused, nice to make it clear, thank you.
I'm checking with related team for your case now and will get back to you if I get any information.
Actually, we're concerned much about the problem you reported and would like to try our best to get it sorted out as soon as possible.

Thank you.

I just received the second email said "DJI Product for Repair Received",
The email came with correct S/N number I send in.  But last time that email
came with the wrong S/N. Also this one came with a new CAS number.

I am wondering why this happened and what if I didn't speak out in the forum.

Two weeks waiting without any information is a truly horrible experience. But
anyway this is not your problem. Many thanks for your help. Would you please
help me to follow up on this case?

Best,
int0x80


(I updated this reply because the grammar correction plugin messed up the format)

2017-2-15
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DJI-Ken
DJI team
Flight distance : 1515312 ft
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int0x80 Posted at 2017-2-15 16:29
Thanks.

I just received another email said "DJI Product for Repair Received"

I've inquired about it and will let you know.
2017-2-15
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int0x80
lvl.4
Flight distance : 668015 ft
United States
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DJI-Ken Posted at 2017-2-15 16:35
I've inquire about it and will let you know.

Again, Thank you. I just updated the previous reply for more accurate description and some formatting issues.
2017-2-15
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bochen7
lvl.3
United States
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int0x80 Posted at 2017-2-15 16:43
Again, Thank you. I just updated the previous reply for more accurate description and some formatting issues.

with dji, u just gotta make a lot of loud noise
this is the only way things get done

2017-2-15
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int0x80
lvl.4
Flight distance : 668015 ft
United States
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bochen7 Posted at 2017-2-15 16:52
with dji, u just gotta make a lot of loud noise
this is the only way things get done

fa72fd11-869d-4093-8c62-7694e6c20e1f.jpg

Rapid Support: Get prioritized replacement units, greatly reducing the time it takes for you to get back in the air.

That was a big point of getting the DJI Care Refresh. But now I feel really really bad.
2017-2-15
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bochen7
lvl.3
United States
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int0x80 Posted at 2017-2-15 16:58
[view_image]

Rapid Support: Get prioritized replacement units, greatly reducing the time it takes for you to get back in the air.

The girl in the picture seems kinda cute
2017-2-15
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int0x80
lvl.4
Flight distance : 668015 ft
United States
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DJI Natalia Posted at 2017-2-14 19:25
Sorry for the confusion caused, nice to make it clear, thank you.
I'm checking with related team for your case now and will get back to you if I get any information.
Actually, we're concerned much about the problem you reported and would like to try our best to get it sorted out as soon as possible.

Hi Natalia,

Do you have any update on my case?

It has been one month since I send in my Mavic Pro.

Thanks
2017-2-21
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int0x80
lvl.4
Flight distance : 668015 ft
United States
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DJI-Ken Posted at 2017-2-15 16:35
I've inquire about it and will let you know.

Would you please let me know the last status of my case?
2017-2-21
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int0x80
lvl.4
Flight distance : 668015 ft
United States
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I already paid the repair fee(CAS-456416-N7L0K5), and now the case number cannot be found.

Would you please let me know what happened? This is really frustrating
2017-2-21
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DJI-Ken
DJI team
Flight distance : 1515312 ft
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int0x80 Posted at 2017-2-21 21:32
Would you please let me know the last status of my case?

I see you paid the $79 repair fee for the Care Refresh in the case# ending in N7L0K5 and the other case #H6H9S3 was sent back through the system with Care Refresh.

I think your Refresh replacement aircraft will be sent back to you soon.
I've sent a message to the repair center manager making sure.
2017-2-22
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