joshnl
lvl.1
Flight distance : 1738369 ft
Canada
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This is aimed at folks on this forum such as DJI-Ken, in the hopes they can provide some help.
I'll start by saying I'm currently in the process of getting a SECOND replacement for my Mavic, and the process is taking far longer than initially promised.
I purchased (as in paid for) my Mavic at the beginning of Oct. More than 4 MONTHS later, I have yet to have a properly working drone in my hands. This is absurd.
First there was the issue with the infamous Mavic shipping delays. Finally, after about 2 months (about 1.5 months longer than I was told initially), I received my first Mavic. This unit suffered from a defective gimbal. I sent this in for a replacement, which was provided to me in late January, about 1.5 months after I received the first defective unit. When I tried the second unit, I discovered there was a significant lens decentering problem with it.
I quickly started an RMA process with DJI, where I was told at the outset it would take 7-14 business days for them to send me a replacement. The first frustration was the customer service rep kept me online for 2 hours (!!!) to set up the RMA, because he would take forever to respond to me each time. Next, they failed to get a return shipping label to me in the 1-2 days promised, because they had somehow lost my phone number (this was only uncovered after I followed up with customer service a COUPLE more times). By this time, it had already been almost a week since I started the RMA (meaning at least a few days were lost in this process). Finally, DJI received my second defective drone. After following up with them a couple more times on the expected time line (and them supposedly "escalating" it, whatever that means), they kept pushing it out to 7-14 more business days each time (as if resetting the clock from when I first started the RMA). The most recent follow-up before today was last week, when the customer service rep told me they would be sending it to me this week. I followed up again today, and sure enough... another 5-7 business days before they even send it (and he didn't sound very sure of that), because they're waiting for new stock to arrive. If this latest estimate is correct (which I doubt it is), by the time I receive the replacement, it will have been about 5 WEEKS since I started the RMA. This is a far cry from the 7-14 business days I was initially promised. And again, just to emphasize this point, it will have been almost 5 MONTHS since I paid for this thing. This is completely RIDICULOUS. I should also add that I've paid for DJI Care, which does not seem to have helped one bit in this case.
So (1) I wanted to share my experience with others as a warning to deal with DJI customer service, and (2) I'm hoping that DJI-Ken or someone else that works for DJI can help me see this process through to the end without it taking another 5 months.
Thank you.
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