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i will never buy a Dji drone again
35438 35438 2017-3-20
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fansf35c1f83
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Pray that you will never need to repair or replace your drone,

I have a Dji care refresh but and I am willing to pay the fee for the replacement. This is not the problem, the main probelm is the total lack of informations Ana communications,  the the unit was received last Thursday 16 of march  and from Dji the online service it results not even received. And there is not chance to talk with them to get a replay.
CAS-504419-C5K2G6 This is my case number, wrote a huge number of emails and I only get replies with no answer about updates.
2017-3-20
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Range30
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From what I understand is that the U.S. California Attorney General will be intervening soon from all the complaints. False Advertising and Unfair Business Practices. Which a class action law suit will soon follow. Can anyone verify this? I've read other forums related to DJI. Kinda make sense since I haven't received my package since I placed​ my order March 2nd. Today's date is March 21st. Another thing I heard is that DJI is sending out empty boxes to soon cancel the shipment not the order but only the shipment to be sent back to their dJI facility. These are speculations. From what I also understand is that there will soon be a GOFUND ME page for lawyer fees related to this possible law suit because DJI isn't only fulfilling orders, but is also keeping our money which they aren't a financial institution and coming up with lame excuses of why they're holding our funds related to their DJI policy.  Does anyone know of this? Is there anyone who will be on board for this suit?
2017-3-20
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Hondas3000
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You are right, as long as there is no need for DJI service but if they do it is not that great.  I just don't get how can it takes them so long to replied an email, and how many email can they reply in a day of 8 hours shift? I feel like DJI only have a few forum mod here that actual working so I do give them credit for it but the rest of DJI support is just lack off with there job.
2017-3-20
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fansf35c1f83
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This company is outrageous, thx for sharing this information I will look into it
2017-3-20
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DJI Mindy
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We understand how you feel, very sorry about it.
It will takes several days to be received in and moved through logistics and to the correct department.
I have added a note to your case and we will escalate it for you.
2017-3-20
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fansf35c1f83
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I am very upset because that package according to UPS has been already received on the 16 of march at 10am and today 21 of march when I log in to the repair history it still says not received. Spending 1199€, price  for European customers plus 129€ for Dji care refresh service I demand a better service.
2017-3-20
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DJI Mindy
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Range30 Posted at 2017-3-20 23:03
From what I understand is that the U.S. California Attorney General will be intervening soon from all the complaints. Which a class action law suit will soon follow. Can anyone verify this? I've read other forums related to DJI. Kinda make sense since I haven't received my package since I placed​ my order March 2nd. Today's date is March 21st. Another thing I heard is that DJI is sending out empty boxes to soon cancel the shipment not the order but only the shipment to be sent back to dJI facility. These are speculations. From what I also understand is that there will soon be a GOFUND ME page for lawyer fees related to this possible law suit because DJI isn't only fulfilling orders, but is also keeping our money which they aren't a financial institution and coming up with lame excuses of why they're holding our funds related to their DJI policy.  Does anyone know of this? Is there anyone who will be on board for this suit?

We sincerely apologize for the trouble and our pre-sales team are still working on your order proactively.
It will takes some time to find out what went wrong.
Our pre-wales team will keep you updated via email.
2017-3-20
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GeorgetheDroney
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LOL,,,,,

is this a pre sales team issue?

i think this guy is trying to get his drone replaced or repaired .
2017-3-20
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fansf35c1f83
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Exactly I am will to pay the replacement fee, but there is no way to comunícate with this company
2017-3-20
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Range30
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DJI Mindy Posted at 2017-3-20 23:36
We sincerely apologize for the trouble and our pre-sales team are still working on your order proactively.
It will takes some time to find out what went wrong.
Our pre-wales team will keep you updated via email.

Mindy you and the rest of the Moderators in this forum has done a superb job for many of us DJI consumers. I just wish DJI could give you moderators full computer access to our cases and issues so you can at real time resolve the problem instead of you moderators passing us along to only hear back from let's say online support (days later), that you moderators contacted them to help us but they still have not corrected the problem. It's an ongoing circle. Then it'll take few more days for someone from online sales to confirm something that their own department should've already have known. Dislike the fact, that I have to keep explaining my issue over and over and over to have DJI purposely lag and lag and lag. I work in technology in San Francisco, CA and throughout Silicon Valley. This company reminds me of the Lily Drone Company which San Francisco District Attorney filed a lawsuit against the makers of Lily.

Give you DJI Moderators complete access and I promise, your company will see a better customer support turn around. It's common sense!
2017-3-21
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Jason Lane
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Range30 Posted at 2017-3-20 23:03
From what I understand is that the U.S. California Attorney General will be intervening soon from all the complaints. False Advertising and Unfair Business Practices. Which a class action law suit will soon follow. Can anyone verify this? I've read other forums related to DJI. Kinda make sense since I haven't received my package since I placed​ my order March 2nd. Today's date is March 21st. Another thing I heard is that DJI is sending out empty boxes to soon cancel the shipment not the order but only the shipment to be sent back to their dJI facility. These are speculations. From what I also understand is that there will soon be a GOFUND ME page for lawyer fees related to this possible law suit because DJI isn't only fulfilling orders, but is also keeping our money which they aren't a financial institution and coming up with lame excuses of why they're holding our funds related to their DJI policy.  Does anyone know of this? Is there anyone who will be on board for this suit?

Honestly, this wouldn't surprise me. I love their products, but their lack of service and pretty blatant false claims are just not acceptable. And since they have operations in California, I have to assume they must abide by whatever consumer protections laws are in place there.
2017-3-21
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Range30
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GeorgetheDroney Posted at 2017-3-20 23:50
LOL,,,,,

is this a pre sales team issue?

Actually GeorgetheDroney, I haven't received my drone and other items that was shipped in the specific order package. So therefore, I just want my order fulfilled for something that's taken almost 3 weeks to possibly resolve. I have a feeling though it'll take longer. The interesting about this is that I live in California (40 mins away from san francisco) how is a package from Carson, CA (Los Angeles county) take so long to be received to my home in Concord, CA. I submitted the proper report that I received from FEDEX TRACE DEPT to DJI on to why my order, after it arrived at my LOCAL FEDEX LOCATION to be shipped right back to where my dji order originated from (Carson, CA) with NO explanation besides mixed stories I get from DJI to why my order got recalled. Really no solid answer nor explained response. DJI keeps telling me they're working hard to resolve my problem but c'mon.. almost 3 weeks and possibly more?!

IF DJI just verify what I've said by calling FEDEX and applying my FEDEX CASE ID I sent DJI to the FEDEX company, BAM! My case will instantly be resolved. After all, DJI was responsible for recalling my package after it arrived to my local fedex facility. It's really that simple! Yet like many of us DJI buyers, DJI makes it so challenging to resolve issues. This is totally unfair. Want to relate whoever is reading this? Ask your employer to cut $1500 off your next paycheck. It's the same concept because like you, we work too. And funding a hobby like this isn't cheap. We support your company and all we ask, in return is for the kind of support where it only takes no longer than 2 days, including weekend to correct consumer issues. I was to recieve 2 packages and only recieved 1 package which only contained a charging hub. As for the rest (DJI Mavic Pro, Controller Hood and an extra battery) I'm still waiting! DJI company... Please improve.
2017-3-21
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DJI Mindy
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Range30 Posted at 2017-3-21 00:06
Mindy you and the rest of the Moderators in this forum has done a superb job for many of us DJI consumers. I just wish DJI could give you moderators full computer access to our cases and issues so you can at real time resolve the problem instead of you moderators passing us along to only hear back from let's say online support (days later), that you moderators contacted them to help us but they still have not corrected the problem. It's an ongoing circle. Then it'll take few more days for someone from online sales to confirm something that their own department should've already have known. Dislike the fact, that I have to keep explaining my issue over and over and over to have DJI purposely lag and lag and lag. I work in technology in San Francisco, CA and throughout Silicon Valley. This company reminds me of the Lily Drone Company which San Francisco District Attorney filed a lawsuit against the makers of Lily.

Give you DJI Moderators complete access and I promise, your company will see a better customer support turn around. It's common sense!

Thank you for your suggestion. We will keep improving our service.
Our pre-sales team are working on your case proactively.
But It seems to be a little more complicated to figure that out. We keep communicating with them to get it resolved soon.
We appreciate your understanding.
2017-3-21
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SkyHigh UAV
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My Mavics about to be shipped back due to compass error issue, they already have my X5 gimbal that needed some new magnets ($187.00) later and over 6 weeks and still waiting. Having all my eggs in one basket has crushed me.  X5-gimbal 12 months old, Mavic Jan 20th......
2017-3-21
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Blucenturion
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DJI Mindy Posted at 2017-3-20 23:22
We understand how you feel, very sorry about it.
It will takes several days to be received in and moved through logistics and to the correct department.
I have added a note to your case and we will escalate it for you.

People will not be mollified whether you "add a note". The root cause needs to be addressed, or nothing will change. Way above your pay grade, I know. Thanks for your efforts.
2017-3-21
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DJI Mindy
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SkyHigh UAV Posted at 2017-3-21 20:14
My Mavics about to be shipped back due to compass error issue, they already have my X5 gimbal that needed some new magnets ($187.00) later and over 6 weeks and still waiting. Having all my eggs in one basket has crushed me.  X5-gimbal 12 months old, Mavic Jan 20th......

Could you please provide me with your case number?
I'll help to look into it.
2017-3-22
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DJI Mindy
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Blucenturion Posted at 2017-3-21 20:26
People will not be mollified whether you "add a note". The root cause needs to be addressed, or nothing will change. Way above your pay grade, I know. Thanks for your efforts.

There are some backlogs for receiving and updating the case.
And it actually will takes several days to moved through logistics and to the correct department.
I'll try my best to help. Thank you for your understanding.
2017-3-22
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fans837a2358
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2017-3-22
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bomberuk
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this is what i did,i had a small crash and didnt have dji refresh,so i googled dji repair specialist in uk and come up with the drone doctor which are certified dji repair specialists,the gimbal rubbers had come out,got a quote which was 60 pounds,the whole turn around was two weeks and communication was top notch
2017-3-22
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hallmark007
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fans837a2358 Posted at 2017-3-22 03:02
I find this company shocking! Yes the products are amazing and technologically they are miles ahead of anyone else but they are completely unethical!

Shipping and delivery times are not correctly displayed on their website which is very misleading (Says 1-3 days for shipping but fails to mention the 3-5 days delivery time). When you receive your Mavic it transpires that they have sold you a product with a known issue (They admitted on Twitter that they were aware of the issue). It seems they don't want to do a recall after what happened to the Karma so they are obviously hoping that 90% of customers don't notice the blurring issue on their camera. You then send your Mavic back (after 6 days) and are told a million different things by different support teams who are on different sides of the world (They really need a European office). I was told my Mavic would need to be evaluated despite it being a known issue, I was told this could take anything from a week to a month. I am then told by your support in China (Kenneth the supervisor) that it will be dispatched the day they receive it, they then deny this will be the case. They then tell me they have NO stock in the Netherlands so they have taken my Mavic but are unable to replace it.

Ok 1/3 working days for shipping you should be able to work out that one.

90% of customers have blurring issues, totally wrong.

They admitted on twitter there was an issue, if they didn't you would now be saying why are they not admitting there is an issue.

Your Mavic is being evaluated, if dji were to send out your Mavic and not check everything else was ok and safe to fly, if something happened, you would be the first to complain that you sent it to dji and they sent it back like a donkey.

Yes there have been delays and maybe no stock in holland has something to do with this, and CS are just trying to explain this to you, you don't seem to want to except this, so what can they do.

Proper Customer service in Europe singing of the same hymn sheet, yes they do need this and with the difficulties they're having now, I think in the future they will provide this service.

I think there are so many delays in there repair department because of so many crashes because drones are now becoming so popular and with inexperienced pilots thrown into the mix, this seems to be causing much of the delay, think you will find no so many crashes with phantom or inspire, but Mavic has obviously been a runaway success in terms of sales, and we are now finding support trying to catch up with such a strong demand.

I think support will improve but might take a bit of time, so maybe a bit of patience might be required.
2017-3-22
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2017-3-22
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2017-3-22
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fans837a2358 Posted at 2017-3-22 05:31
Yes I can work out 1-3 days shipping but it does not mention the additional 3-5 days from when it is shipped it is delivered!

I did not say 90% of customer have blurring issues, I said they are hoping that 90% don't notice. So those that have the blurring issue, they are hoping that 90% of those people do not notice it and demand a replacement.


seems they don't want to do a recall after what happened to the Karma so they are obviously hoping that 90% of customers don't notice the blurring issue on their camera . YOUR WORDS...

It reads like your talking about 90% of there customers, since you didn't bother to write 90% of there customers having problems with camera blur, maybe you think we are all mind readers!!!

If you can work out it takes 3/5 days for delivery why do you keep mentioning it, everyone over the age of five understands that. I'll explain when you ship something it's called shipped, when you receive something it's called delivered, it's not beemed up it travels by air road and sea, this takes time.

Lastly they received your Mavic on the 16th it's on its way back, it just goes to prove your just hear to rant not to try and improve things..

2017-3-22
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hallmark007
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fans837a2358 Posted at 2017-3-22 05:40
And regarding them confirming the issue on Twitter, they actually denied it on their public feed but admitted it in a private message to me!!

Just shows how important you are to them. One of the privileged!!!
2017-3-22
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fans837a2358
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2017-3-22
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2017-3-22
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fans837a2358 Posted at 2017-3-22 05:59
Not really mate, just showing that they are not stating the issue publicly!

You really do have issues!!

I have no issues, but think that exaggerated reporting helps know one, and only leads to causing anxiety for others who are having issues with they're Mavics .

You it seems had only one problem that was with CS you decided to bring other stuff which you have offered no proof except what you think.

You have to realise this is a forum for discussion and if someone disagrees with your point then that's all part of it.
It's not somewhere to come and try to whip up support by stating stuff that is not true, if you had have made the point about poor CS in Europe I for one would have supported that.

I think at this stage you should thank those concerned at dji for shipping your Mavic in a prompt manner, but I suspect you won't..
2017-3-22
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fans06b77ccc
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fans837a2358 Posted at 2017-3-22 05:59
Not really mate, just showing that they are not stating the issue publicly!

You really do have issues!!

Seems like the Mods on this forum are the only ones that truly care. Thank you mods for being our only apparent advocates!

Maybe it will take class action suits and the envolment of consumer advocacy groups to turn around DJIs mistreatment and negligence of customers, or maybe the free market allow will allow better options. There are a few competitors that reportedly offer excellent service, mainly Autel and Yuneec. They just need to catch up to DJI on technologies. All of the cool stuff offered by DJI is worthless if it breaks and it can't be fixed.....and it will break one day. If they only used the service offered by the above 2 names as models, they would be untouchable. It's  ashame that many are forced to think of DJI as very expensive disposable toys. Consumers shouldn't have to FEAR dealing with customer service.
2017-3-22
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method007
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The problem is there is nothing to sue DJI for.  As stated the last 150 times a thread like this has been created over the past years, you have no damages.  You do not have to buy from DJI.  You do not have to agree to their policies.  You have no damages related to not receiving communication regarding your repair.  You have no real business related damages from not having your drone (FYI, the answer of "yes I do because I couldn't use it" doesn't fly in court - it's your responsibility as a business owner to have a backup and insurance).   

In short, there is no lawsuit forming and there is no basis for one.  The GOFUND ME rumor is new though, I like that one.  I hope we see that again the next time this thread is created in a few months.
2017-3-22
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fans06b77ccc Posted at 2017-3-22 06:27
Seems like the Mods on this forum are the only ones that truly care. Thank you mods for being our only apparent advocates!

Maybe it will take class action suits and the envolment of consumer advocacy groups to turn around DJIs mistreatment and negligence of customers, or maybe the free market allow will allow better options. There are a few competitors that reportedly offer excellent service, mainly Autel and Yuneec. They just need to catch up to DJI on technologies. All of the cool stuff offered by DJI is worthless if it breaks and it can't be fixed.....and it will break one day. If they only used the service offered by the above 2 names as models, they would be untouchable. It's  ashame that many are forced to think of DJI as very expensive disposable toys. Consumers shouldn't have to FEAR dealing with customer service.

http://yuneecpilots.com/forums/typhoon-g-help.15/
https://autelforums.com/

Here are links to the great companies your talking about , you should check them out, seems like they have the same problems as dji. Welcome to drone communities!,,,,
2017-3-22
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The Rev
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DJI Mindy Posted at 2017-3-20 23:22
We understand how you feel, very sorry about it.
It will takes several days to be received in and moved through logistics and to the correct department.
I have added a note to your case and we will escalate it for you.

That's part of the problem. I sent my Mavic back on 15th and it arrived on the 17th so it takes 2 days to travel across Europe and then usually over a week for DJI to acknowledge that it has been received.
Can you not see that there is a problem with your logistics that needs urgent attention?
My return still has not been acknowledged?
2017-3-22
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Jason Lane Posted at 2017-3-21 00:09
Honestly, this wouldn't surprise me. I love their products, but their lack of service and pretty blatant false claims are just not acceptable. And since they have operations in California, I have to assume they must abide by whatever consumer protections laws are in place there.

If Apple ever decide to make drones this company will disappear overnight.
They need to learn fast.
This is the market leader and should no longer have this amateurish Logistics and company service at least if they want to stay the leader.
2017-3-22
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2017-3-22
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2017-3-22
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fans837a2358 Posted at 2017-3-22 07:37
Personally I think they got too big too quick, they went from a niche market to mainstream overnight and have not bolstered their infrastructure accordingly! Its a shame because as I stated there products are amazingly good but all of these stories about customer services and repairs will put people off when they spending so much money!

Yes the rapid growth of a company tends to lead to inefficiencies, you're definitely right about that.
2017-3-22
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fans837a2358 Posted at 2017-3-22 05:56
I think that people that buy a Mavic are DJI's customers?? I did not state that 90% of customers  are having a blurring issue did I??

if I buy something on Amazon it clearly states delivery time and they even give a date, in this day and age you should expect a delivery date at the least!

Look at your opening post again, ( they received my unit on march 16th)

Although if you try to read it you will find your English writing is a bit all over the place..
2017-3-22
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fans837a2358 Posted at 2017-3-22 07:20
Wow again you clearly did not read my post, there were many issues all of which I have proof of!

I have thanked the Director in question repeatedly as she was the one that stepped and resolved the utter shambles!

You never said anything that is untrue or Fake

I will quote you  (They admitted on Twitter that they were aware of the issue) FAKE NEWS !!!!

I am not the one getting angry here, it's actually you, I think it's because not everyone agrees with you.

I bid you good day,
2017-3-22
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2017-3-22
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