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Very disappointed by DJI Customer Service (mavic)
1046 8 2017-3-6
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fansc4dc143c
lvl.1
Flight distance : 122795 ft
France
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Hi all,
My mavic got its gimbal ribbon cable cut after a failed autolanding procedure.
It's now been a month that i sent it back to DJI netherlands, and it's been 2 weeks, it says that 2-3 days would be needed to fix the aircraft.
On the phone, they couldn't give me much info about my case CAS-431991-W2H8L8 and were not helpful even if they were kind.

I read other customer issues about the poor aftersales service, but i have to aggree.

How come a company that sells aircrafts from $1-3000 can be that slow ?



2017-3-6
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DJI Mindy
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Flight distance : 7 ft
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I'm sorry for the unpleasant experience.
I have brought this to the attention of our support team.
We will find out what's going on with your case and will let you know the udpate as soon as possible.

2017-3-6
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fansc4dc143c
lvl.1
Flight distance : 122795 ft
France
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DJI Mindy Posted at 2017-3-6 03:17
I'm sorry for the unpleasant experience.
I have brought this to the attention of our support team.
We will find out what's going on with your case and will let you know the udpate as soon as possible.

Thanks for the update Mindy.

I just had the information that DJI doesn't have spare parts on location and are waiting for a delivery (no date scheduled). They told me they would repair my unit as soon as they receive the parts but :

- I didn't expected more than a month to get through the repair process, and i have a very important professional shooting scheduled on March 16th.
- Delivery date remains a (stressful) mystery

Would there be any possibility to get a refurbished aircraft in order to achieve my work on time ? I will be very embarassed if i can't find a plan B.

Thanks for your efforts.
2017-3-6
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DJI Mindy
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fansc4dc143c Posted at 2017-3-6 07:18
Thanks for the update Mindy.

I just had the information that DJI doesn't have spare parts on location and are waiting for a delivery (no date scheduled). They told me they would repair my unit as soon as they receive the parts but :

I have escalated the case for you.
It's estimated to be shipped out by the end of this week.
2017-3-6
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fansc4dc143c
lvl.1
Flight distance : 122795 ft
France
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DJI Mindy Posted at 2017-3-6 21:59
I have escalated the case for you.
It's estimated to be shipped out by the end of this week.

I keep my fingers crossed!
Hope everything will go well, thank you Mindy!
2017-3-7
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fansc4dc143c
lvl.1
Flight distance : 122795 ft
France
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Should i be concerned the case is not updated yet ?
What is the time between the repair process and the shipment usually ?
Thanks !
2017-3-9
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fansc4dc143c
lvl.1
Flight distance : 122795 ft
France
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DJI Mindy Posted at 2017-3-6 21:59
I have escalated the case for you.
It's estimated to be shipped out by the end of this week.

Eventually my case has been updated yesterday, thanks for that DJI team!
Still,  the UPS tracking number is not working : 1ZR54Y13DK40071733
Is the current status marked as "shipped" but is still in netherlands ?
UPS didn't even recorded the tracking number, that's wierd.
It is intentionnal or not ?
2017-3-10
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Jdwyier
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fansc4dc143c Posted at 2017-3-10 05:59
Eventually my case has been updated yesterday, thanks for that DJI team!
Still,  the UPS tracking number is not working : 1ZR54Y13DK40071733
Is the current status marked as "shipped" but is still in netherlands ?

Tracking numbers are generated by the shipper (DJI in this instance) when the shipping label is created.  They are not recorded by UPS until the package gets into their hands.

Being a weekend I would guess that UPS won't show active tracking informtion until sometime on Monday. That's just a guess based on having been a shipper in a past life. ;)
2017-3-10
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DJI Mindy
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fansc4dc143c Posted at 2017-3-10 05:59
Eventually my case has been updated yesterday, thanks for that DJI team!
Still,  the UPS tracking number is not working : 1ZR54Y13DK40071733
Is the current status marked as "shipped" but is still in netherlands ?

Sorry for the late reply.
It will takes some time to update the shipping status.
You can check it again.  
2017-3-12
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