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i will never buy a Dji drone again
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ChasinTail
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Here's my theory on why its taking so long for DJI to receive them and for slow turn around times on repairs.

I'd bet there is only a handful of techs who do the work/repairs on the drones.  When you have say 50/day showing up to be repaired, it doesn't take very long for the backlog to get large.  They probably have your drone along with a pile of others sitting in boxes waiting for them to have time to log them into the system after the shipper drops off the pile of drone filled boxes.

Its definitely a problem with the scale of their capacity to efficiently receive in and repair our drones.  Hopefully they are forward thinking and hiring more people to increase efficiencies.

I had recently had an  intermittent issue with a VHF radio on my boat.  Luckily for me I live about 2 hours from their main repair facility for the entire western region of the USA, so rather than ship it to them, I drove up and delivered it myself so I could better explain the issue I was having.  The company ICOM is a very large maker of radio's for marine/aviation and land communications.   With the size of their company, I expected their repair facility to be enormous.  Boy was I wrong.  Its only few thousand square feet and a handful of techs.  I was shocked.  Maybe it doesn't need to be very big, because their products are very reliable, but none the less, if they had a sudden huge jump in returns, this place could get swamped in a hurry.
2017-3-22
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DJI-Ken
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Your Mavic was received into logistics yesterday. Again, you need to understand that when a delivery truck drops off at one of the loading docks it takes several days for all the packages to be received in.
2017-3-22
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Mediator
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hallmark007 Posted at 2017-3-22 07:51
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..

I wasn't going to comment until you told this guy "Although if you try to read it you will find your English writing is a bit all over the place..".

As a "First Officer" here you should be aware of the risks involved in throwing rocks in glass houses. Yours, and many of the other "First Officer"'s English leaves a lot to be desired. If you wish to invoke that argument I would strongly urge you to look inwards first. That not withstanding, the general tone in this forum is getting increasingly acidic. Sign of the times, perhaps.
2017-3-22
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thehippoz
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Mediator Posted at 2017-3-22 16:25
I wasn't going to comment until you told this guy "Although if you try to read it you will find your English writing is a bit all over the place..".

As a "First Officer" here you should be aware of the risks involved in throwing rocks in glass houses. Yours, and many of the other "First Officer"'s English leaves a lot to be desired. If you wish to invoke that argument I would strongly urge you to look inwards first. That not withstanding, the general tone in this forum is getting increasingly acidic. Sign of the times, perhaps.

I think hallmark is one of us. He's not a dji mod or rep. You get the medal by posting a lot and gives you points for future buys from dji.
2017-3-22
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fans06b77ccc
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I have checked them out. Both Autel and Yuneec  have overall excellent customer service. Check out the Autel Xstar ratings on Amazon. They are rated 4.5 out of 5. Their excellent customer service is mentioned multiple times. I was curious myself so called their support number. A real person answered my call immediately and was extremely helpful when asked general questions.  I believe they are open for support 7 days a week. I know they were open Christmas Day to help with any questions or problems with their drones given as gifts. That's outstanding service!

I ended up purchasing a Mavic because of the substantial technology and feature lead DJI  has on the competition. It's technology is truly amazing. Their Amazon rating is also 4.5, but based mostly on superior technology. As stated, if dji could copy the service model used by some others, they would be untouchable. If others could compete with similar technology, they would be unbeatable.
I love my mavic, I just hope it never breaks.

I almost consider it a very expensive disposable toy because of the little success I've seen others experience when attempting to get them repaired. Time will tell.....I hope dji turns their service model around, because sooner or later it's going to catch up with them. Competition in the marketplace is a wonderful thing. Dji is underestimating the importance of good customer service.
2017-3-22
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Mediator
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thehippoz Posted at 2017-3-22 16:30
I think hallmark is one of us. He's not a dji mod or rep. You get the medal by posting a lot and gives you points for future buys from dji.

That's fine, but going ad hominem is never a good approach - and particularly if you are guilty of the same offence you are berating others about.
2017-3-22
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KevDrones
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They still have not responded to my lost mavic drone cast.
2017-3-22
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hallmark007
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Mediator Posted at 2017-3-22 17:01
That's fine, but going ad hominem is never a good approach - and particularly if you are guilty of the same offence you are berating others about.


My argument was not against any person , but rather what he wrote and the way it was written , I don't feel the need to confess to having perfect English and if someone has a problem with the way I wrote or worded something I have no problem with them pointing this out, you-seem to have no problem being ad hominem yourself, maybe you should try to comment on what's going on here on this thread.
2017-3-23
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hallmark007
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Mediator Posted at 2017-3-22 16:25
I wasn't going to comment until you told this guy "Although if you try to read it you will find your English writing is a bit all over the place..".

As a "First Officer" here you should be aware of the risks involved in throwing rocks in glass houses. Yours, and many of the other "First Officer"'s English leaves a lot to be desired. If you wish to invoke that argument I would strongly urge you to look inwards first. That not withstanding, the general tone in this forum is getting increasingly acidic. Sign of the times, perhaps.

As First Officer, I'm not required to have perfect English , but sometimes those you perceive to be throwing rocks can be a lot more productive than those sniping in the grass.
2017-3-23
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DJI Mindy
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KevDrones Posted at 2017-3-22 17:02
They still have not responded to my lost mavic drone cast.

Did you get in touch with our tech support at support.us@dji.com ?
When you emailed you should have received an automated message containing a 6 digit ticket number.
Could you please provide me with the ticket number? I'll help to look into it.
2017-3-23
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DJI Mindy
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The Rev Posted at 2017-3-22 07:10
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?

I have brought this to the attention of our management. We sincerely apologize for the inconvenience caused.  We will escalate the case for you.
2017-3-23
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The Rev
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DJI Mindy Posted at 2017-3-23 03:31
I have brought this to the attention of our management. We sincerely apologize for the inconvenience caused.  We will escalate the case for you.

CAS-506661-Q8H2G1 is the case number but it still is saying not received even thou it arrived at 09:50 on the 17th
2017-3-23
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DJI-Ken
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The Rev Posted at 2017-3-23 10:25
CAS-506661-Q8H2G1 is the case number but it still is saying not received even thou it arrived at 09:50 on the 17th

It can take several days from when the UPS truck drops off packages and for them to be received into logistics and then moved to the correct departments.
2017-3-23
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rbruz
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bomberuk Posted at 2017-3-22 03:43
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

60 pounds for 4 tiny rubber cushions worth no more then 1 pound, and about 5min to change. Come on you think you got a good deal.. Nah it's robbery, they should offer those stat as anyone with tweezers can change them.
2017-3-23
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bomberuk
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rbruz Posted at 2017-3-23 15:43
60 pounds for 4 tiny rubber cushions worth no more then 1 pound, and about 5min to change. Come on you think you got a good deal.. Nah it's robbery, they should offer those stat as anyone with tweezers can change them.

it was expensive but they tested it and checked everything was working , not being funny but those tiny rubbers are almost impossible to reseat without taking the drone apart,you pull one out and see if you can put it back in
2017-3-23
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The Rev
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DJI-Ken Posted at 2017-3-23 10:46
It can take several days from when the UPS truck drops off packages and for them to be received into logistics and then moved to the correct departments.

Thanks Ken but can you not see that is a problem with your logistics.
It took 2 days tp travel across Europe and so far its took 7 days to travel to the correct department and DJI still have not even acknowledged receipt of it and this is the Market leader.
2017-3-24
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DJI-Ken
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The Rev Posted at 2017-3-24 01:44
Thanks Ken but can you not see that is a problem with your logistics.
It took 2 days tp travel across Europe and so far its took 7 days to travel to the correct department and DJI still have not even acknowledged receipt of it and this is the Market leader.

Not at all, that's the time it takes.
And I see yours has been received in today.
2017-3-24
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The Rev
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DJI-Ken Posted at 2017-3-24 08:18
Not at all, that's the time it takes.
And I see yours has been received in today.

Yes its been received today and if that was anything to do with you thanks but lets see what happens now.
2017-3-24
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rydfree41
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Ken , Is Mindy really the Kickass girl ?

I really need an answer to this as I've been wondering since joining the forum .
2017-3-24
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KevDrones
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DJI Mindy Posted at 2017-3-23 03:14
Did you get in touch with our tech support at  ?
When you emailed you should have received an automated message containing a 6 digit ticket number.
Could you please provide me with the ticket number? I'll help to look into it.

[CAS-500330-Z1R1W5] CRM:0154000000135 That is the case number.
2017-3-24
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Nikon 1
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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?

A GOFUNDME page for the lawyers in a Class Action suit?  Do you know ANYTHING about Class Action Suits?

When a Class Action Suit settles, the first hands that dip deeply into the pot are the Lawyers!  So many times, with these types of suits, what's left for the "damaged plaintiffs" is about 2 cents on the dollar.  Lawyers LOVE Class Action Suits - it's their bread and butter.

Real damaged plaintiffs do not enjoin in a Class Actio Suit, they take the time to do their due diligence and find their own lawyers and stand on their own, possibly in this type of suit, in Small Claims Court.

But to fund a bunch of money grubbing lawyers through a GOFUNDME page, one of the funniest things I've read this year.

YMMV
2017-3-24
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Range30
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Nikon 1 Posted at 2017-3-24 16:07
A GOFUNDME page for the lawyers in a Class Action suit?  Do you know ANYTHING about Class Action Suits?

When a Class Action Suit settles, the first hands that dip deeply into the pot are the Lawyers!  So many times, with these types of suits, what's left for the "damaged plaintiffs" is about 2 cents on the dollar.  Lawyers LOVE Class Action Suits - it's their bread and butter.

Please don't try to educate me Nikon on how things work in life. I was simply asking, Nikon, for verification on the findings I saw online about DJI consumers filing or possibly filing a suit. Class action suit is absurd but in life, doesn't matter if DJI is a billion dollar drone company, a possibility of a group to file a class suit does appear possible. Doesn't matter if Lawyers are the first to get their cut, there are those that feel that unfair practice is going on. Besides, i don't think that Attorney Generals of each U.S. state cost much to get their attention so it does make sense that if a GOFUND ME page is made for DJI consumers to file and pay possible fees and their time preparing paperwork for a U.S. Attorney General to look into mishandlings of how their drone company is doing business and to see if there was any purpose of misleading to buyers, that's illegal. I appreciate Nikon that you brought up this matter of Lawyers but without them this world would be chaos just like other professions that bring fairness to consumers most of the time.
DJI's technology is a phenomenal business I just feel the way customer support has been is challenging to deal with at times. Not all, just some. I hope customer service though continues to improve. And that they can resolve matters more quickly with someone in each department to actually talk to via phone, instead of via email or the online chat feature they have.

2017-3-24
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KevDrones Posted at 2017-3-24 15:16
[CAS-500330-Z1R1W5] CRM:0154000000135 That is the case number.

Thank you.
I have brought this to the attention of our support team and we will help to find out what's going on with your case.
Since it's weekend, there might be little delay. Thank you for your understanding.
2017-3-24
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r4nd0m
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I am shocked myself - so far I never had to deal with DJI directly before but dealt with my local model shop instead, had Phantom, still got Phantom 2, Inspire 1 and now the Mavic ... the Mavic had been the poorest experience ever so far with anything modelling I had so far - the support experience is so bad I am no longer considering the Inspire 2 combo I was about to buy this coming week - just waited for some funds to clear - though people I contacted seemed to be helpful the overall process and handling of the case makes me worry wanting to spend >6500£ on kit to be honest ... my modelshop instead replaced bits from new models for me in the past and dealt with the returns/faults directly - no need to wait, chase and complain but call, walk in and been dealt with and beeing a happy customer ... seems like I am not the only one raising concerns from the people who did buy at the very same model shop - a pal of mine bought via the local apple store, took it back in there, complained and it was replaced with a new one in store - no hassle at all ... I even spent additional money on the care refresh assuming this would expedite any support but it doesnt and reading over the forum it seems even the SLA from the care refresh program arent met either ... might need to investigate a complete different platform now going forward as I think I cant build a business on top of such 'promises' and poor experiences ... I agreed to do a shoot today with the Thursday to be delivered Mavic which will now turn up hopefully Monday - still waiting to hear back from support I called yesterday requesting them to push UPS to still deliver the Mavic which UPS didnt deliver due to stupidity- there would have been plenty of time ... also the entire time it took is deducted from my warranty, meaning I lost an entire month due to the product being defective and not fit for purpose ...
2017-3-25
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hallmark007
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Range30 Posted at 2017-3-24 16:58
Please don't try to educate me Nikon on how things work in life. I was simply asking, Nikon, for verification on the findings I saw online about DJI consumers filing or possibly filing a suit. Class action suit is absurd but in life, doesn't matter if DJI is a billion dollar drone company, a possibility of a group to file a class suit does appear possible. Doesn't matter if Lawyers are the first to get their cut, there are those that feel that unfair practice is going on. Besides, i don't think that Attorney Generals of each U.S. state cost much to get their attention so it does make sense that if a GOFUND ME page is made for DJI consumers to file and pay possible fees and their time preparing paperwork for a U.S. Attorney General to look into mishandlings of how their drone company is doing business and to see if there was any purpose of misleading to buyers, that's illegal. I appreciate Nikon that you brought up this matter of Lawyers but without them this world would be chaos just like other professions that bring fairness to consumers most of the time.
DJI's technology is a phenomenal business I just feel the way customer support has been is challenging to deal with at times. Not all, just some. I hope customer service though continues to improve. And that they can resolve matters more quickly with someone in each department to actually talk to via phone, instead of via email or the online chat feature they have.

" Lawyers but without them this world would be chaos " don't know about that the world is in chaos and there is no shortage of Lawyers.

I do agree with you there needs to be someone on the end of the phone with correct information , I also think that there should be a system by where emails are answered within a timeframe and not having this shows a real lack of customer support,
This is not rocket science but you do need enough qualified staff and extra qualified staff at times when your launching new and sometimes problematic products...
2017-3-25
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Range30
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hallmark007 Posted at 2017-3-25 01:52
" Lawyers but without them this world would be chaos " don't know about that the world is in chaos and there is no shortage of Lawyers.

I do agree with you there needs to be someone on the end of the phone with correct information , I also think that there should be a system by where emails are answered within a timeframe and not having this shows a real lack of customer support,

Thank you Hallmark007 for your thoughts. Yes, this world is in chaos but I don't think this world would be safer without professionals who specializes in Law, like lawyers and judges or even law enforcement.


Don't believe me? e.g. Send me USD $100k (with no written contract) and in turn I give you my word, I'll pay you back. Weeks later you receive a package from me, and come to find out, I did pay you back... In Mc Donald Dollars and in Monopoly Cash. See, technically, I did follow through on my word by paying you back but it wasn't what you expected but I did honor my word. But I'm pretty sure you're going to want to take me to court and I'm certain you'll probably get a lawyer to make sure you get back what was lost as well as seek justice. Yes, theres no shortage of Lawyers but I don't think there isn't a shortage of many professions Hallmark007.


Thank you though, Hallmark007 for supporting the rest of my post. You have a lot of great responses and posted topics in this Forum and I genuinely enjoy learning from you.
2017-3-25
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hallmark007
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Range30 Posted at 2017-3-25 03:33
Thank you Hallmark007 for your thoughts. Yes, this world is in chaos but I don't think this world would be safer without professionals who specializes in Law, like lawyers and judges or even law enforcement.

My father used to quote this, but yes these are testing and changing times.

“Da used to say that lies were easy, but trust was hard. Trust is like faith: it can turn people into believers, but every time it's lost, trust becomes harder and harder to win back.”
2017-3-25
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Range30
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hallmark007 Posted at 2017-3-25 03:53
My father used to quote this, but yes these are testing and changing times.

“Da used to say that lies were easy, but trust was hard. Trust is like faith: it can turn people into believers, but every time it's lost, trust becomes harder and harder to win back.”

Wow! That's an awesome saying. I've never heard that quote before so I'm going to write that down and remember it. Thank you for sharing Hallmark007
2017-3-25
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DJI-Thor
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r4nd0m Posted at 2017-3-25 00:59
I am shocked myself - so far I never had to deal with DJI directly before but dealt with my local model shop instead, had Phantom, still got Phantom 2, Inspire 1 and now the Mavic ... the Mavic had been the poorest experience ever so far with anything modelling I had so far - the support experience is so bad I am no longer considering the Inspire 2 combo I was about to buy this coming week - just waited for some funds to clear - though people I contacted seemed to be helpful the overall process and handling of the case makes me worry wanting to spend >6500£ on kit to be honest ... my modelshop instead replaced bits from new models for me in the past and dealt with the returns/faults directly - no need to wait, chase and complain but call, walk in and been dealt with and beeing a happy customer ... seems like I am not the only one raising concerns from the people who did buy at the very same model shop - a pal of mine bought via the local apple store, took it back in there, complained and it was replaced with a new one in store - no hassle at all ... I even spent additional money on the care refresh assuming this would expedite any support but it doesnt and reading over the forum it seems even the SLA from the care refresh program arent met either ... might need to investigate a complete different platform now going forward as I think I cant build a business on top of such 'promises' and poor experiences ... I agreed to do a shoot today with the Thursday to be delivered Mavic which will now turn up hopefully Monday - still waiting to hear back from support I called yesterday requesting them to push UPS to still deliver the Mavic which UPS didnt deliver due to stupidity- there would have been plenty of time ... also the entire time it took is deducted from my warranty, meaning I lost an entire month due to the product being defective and not fit for purpose ...

Sorry to hear your experience, do you have a case number I can look into?
2017-3-25
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r4nd0m
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I do but all you may see is that the Mavic has been delivered as per case visibility to me at least and potebtially the added note about the agent talking to his supervisor and hopefully chasing UPS but I didnt get a call back or follow up notification ... I did shoot with the Inspire but it was tight in some spots - but I am concerned about the overall support experience, seems to be the case for everone else if you read through the forum which doesnt make me feel comfortable to invest even further down this rabbit hole - I dont even know if the Mavic I will receive on Monday is actually 100% error free which I will see after doing the brick wall test, if it arrives that is ..
CAS-480633-L3V3G3

IMG_1834.PNG
2017-3-26
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SteelFlyer
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There is absolutely no doubt that DJI has struggled to scale their business.  In short, they've outrun their coverage.  That said, I can sympathize with them.  It is a monstrous task to scale a business like this with a worldwide footprint and get all of the customer service, logistics and repair in place.  I think the speed of their growth took them completely by surprise.  I would be willing to bet that the orders for the Mavic have been at least an order of magnitude larger than they expected.  

All of that being said, we as consumers have come to expect nothing short of excellence in these areas and right now DJI is disappointing.  I think most people are willing to cut them some slack but the honeymoon won't last long.  They either get it fixed quickly or risk alienating their customers past the point of no return.
2017-3-26
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KevDrones
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DJI Mindy Posted at 2017-3-24 18:54
Thank you.
I have brought this to the attention of our support team and we will help to find out what's going on with your case.
Since it's weekend, there might be little delay. Thank you for your understanding.

Still no answer after 2 weeks.
2017-3-29
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Gooseman
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My case was received on the 18 March,but actually was delivered on th 7th of March,  and then wasn't assessed until the  21st. then to repair. It says 3-4 days and still waiting.... now I just got an e-mail today saying it will ship in another 1-3 day but in waiting QA. And I am reading 4-5 days shipping time? This is ridiculous if true. I wouldn't think it should be this long. Not happy.
2017-3-29
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Gooseman
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Gooseman Posted at 2017-3-29 19:59
My case was received on the 18 March,but actually was delivered on th 7th of March,  and then wasn't assessed until the  21st. then to repair. It says 3-4 days and still waiting.... now I just got an e-mail today saying it will ship in another 1-3 day but in waiting QA. And I am reading 4-5 days shipping time? This is ridiculous if true. I wouldn't think it should be this long. Not happy.

CAS-472085-Q1Z3H3 is the case number to my previous post.

2017-3-30
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Gooseman Posted at 2017-3-30 09:02
CAS-472085-Q1Z3H3 is the case number to my previous post.

Your aircraft was flight tested this morning.
It should be shipping back to you soon.
2017-3-30
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DJI Mindy
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KevDrones Posted at 2017-3-29 17:22
Still no answer after 2 weeks.

Really sorry for that.
I have sent a request to designated team. They will finish the analysis within 24 hours.
2017-3-30
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Beezzzzy
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I bought Dji Refresh, after reading the horror stories. I went to Statefarm and got Insurance thru them. $60 for the whole year and no fees when I need a new drone.
2017-3-30
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DJI Mindy
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KevDrones Posted at 2017-3-29 17:22
Still no answer after 2 weeks.

I have sent you a PM but I'm not sure if you can receive it. Our engineers want the cached video for better analysis.
2017-3-30
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Mark97564
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I don't get this...  I had to send my light bridge 1 in for repair  and I had it back and working within 8 days...  I live in Wisconsin so 6 days were shipping time to and from California .. So 2 days it took dji to receive and fix and send back my light bridge 1....  Not only that but they sent me a prepaid shipping label! I had no issues dealing with them at all...  I wonder what causes some people to have issues like this but myself have had blazing fast turn around time.. Also my light bridge 1 was the only thing I've ever had to send in for repair. My 3 naza v2 flight controllers, my phantom 3 pro, my f450's and f550 with all the e305 and e310 propulsion systems I've had no issues with..  Everything has always just worked...  I'm unhappy with a slight gimble tilt issue my p3 pro has that dji hasn't been able to rectify, and in May I bought my p3 pro when it first came out and a firmware update in the end of May caused some real issues with my p3 suddenly dropping altitude, vision position sensor wasn't working properly so I opted to shelf it and wait for a firmware update to come out which took just over a month..  Everyone was complaining and mad, arguing amongst each other and dji was telling people to send their p3 into them. But I figured firmware messed it up so I may as well just wait for the next release.. So I did and when it finally came my p3 was running great again....  That big firmware issue is why dji now makes it possible to roll back if a firmware update causes issues..  When the p3 released you could update but not roll back firmware which was foolish...  

But other than that and having to replace my p3's shell due to those common cracking issues I've has a real good experience with dji products and customer service, which has come a real long way...  So, I wish everyone the best on getting their repairs finished...
2017-4-3
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SamBGB
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SteelFlyer Posted at 2017-3-26 10:10
There is absolutely no doubt that DJI has struggled to scale their business.  In short, they've outrun their coverage.  That said, I can sympathize with them.  It is a monstrous task to scale a business like this with a worldwide footprint and get all of the customer service, logistics and repair in place.  I think the speed of their growth took them completely by surprise.  I would be willing to bet that the orders for the Mavic have been at least an order of magnitude larger than they expected.  

All of that being said, we as consumers have come to expect nothing short of excellence in these areas and right now DJI is disappointing.  I think most people are willing to cut them some slack but the honeymoon won't last long.  They either get it fixed quickly or risk alienating their customers past the point of no return.

I think you have that spot on, what concerns me is that it seems DJI management are not taking the responsibility they need to take to resolve this issue, they seem to be keeping tight lipped which is never good. I am sure DJI has sufficient funds to reinvest in their business but are they doing so?

The Mavic Pro from what I understand is a consumer product and so DJI do have to realise that as consumers waiting a month for a repair with no clarification, updates etc is simply unacceptable. What also concerns me is that advertise DJI Care Refresh as a prioritised service but they are unable to provide that service and therefore falsely advertising, perhaps they should suspend the "priority" service until they can get a grip on things.
2017-4-3
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