enjayaitch
lvl.1
Flight distance : 15023 ft
United Kingdom
Offline
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I bought a new Mavic Pro direct from the DJI store. I managed two very brief indoor test flights (nothing more than take-off, yaw and land).
On it's third flight (indoor) it crashed, causing the ribbon connecting the gimbal to the drone to be detached, rendering it completely useless (no video feed to the drone, let alone the controller).
The crash was caused by a sudden, rapid ascent into the ceiling, over which I had no control, which makes me believe that there is a manufacturing defect (controller or sensors, perhaps). Moreover it is slightly alarming that a relatively minor crash would cause the gimbal to become detached - there were no obstacles, just floor and ceiling.
I raised this with DJI support on the 5th day after activation. Every correspondent from DJI (and there have been many different ones) has insisted that repair is the only recourse. The most intensely irritating thing is that not one of the DJI representatives has attempted to address my point about presumption and illegality - they just repeat the position that repair is the only option as if there were no history in the support case.
This position is actually illegal under UK law. It also contravenes DJI's own after-sales policy, which states that manufacturing defects may be addressed by refunds within 7 days and replacement within 15 days.
I have actually ordered and paid for another drone because (assuming it works) it is a phenomenal product, and I am willing to accept that, in the event that no manufacturing defect is found upon examination (and this can be reasonably demonstrated), I will pay for a repair and either sell it on or keep it as a backup. However in my sincere beilef that the first drone is indeed faulty, I would expect a full refund offsetting the cost of its replacement after the event (which is how Amazon, for example, operates as a matter of course with faulty goods).
What I cannot accept is what seems to be a corporate stance that there is no possibility that a manufacturing defect could exist, and the obvious lack of any attempt to actually understand my compalint. My one successful phone conversation with support (for which I waited 15 minutes) resulted in instruction that I should send an email.
Has anyone else had an experience like this? It paints an extremely disturbing picture of customer service philospophy at DJI.
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