FrizzX87
New
Flight distance : 3701 ft
Netherlands
Offline
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Dear DJI sir, madam,
At the moment I'm really confused by the different feedback I've gotten regarding my RMA, CAS-549899-P9K6P0.
According to my and UPS's findings, the package with my replacement has been lost during shipment before I received the shipment.
My recent contact with customer support by phone does not make me feel the case will be smoothly solved.
After contacting DJI phone support (her name was Melodie) this morning I was given a completely different shipment number than was confirmed through e-mail by DJI and UPS earlier this week.
I've been told to wait until Monday.
However, I have a funny feeling the UPS (wrong?) shipment code I was given through customer support and the DJI website is an invalid number and therefore my case won't be different on Monday, let alone I will receive my new drone.
It's up to DJI to inform UPS about the lost shipment. They are also liable for sending me a replacement, which in this case, I already paid for and still need to receive.
Also, I would gladly pick it up myself in Barendrecht since I live technically around the block...
Constructive feedback regarding my case would be very much appreciated.
Thank you in advance!
Facts and time frame:
02-05-17 Drone replaced notification (HURRAY!)
02-05-17 Received e-mail notification from DJI Europe stating my trackingno. 1ZR54Y13DK41186813 (DJI online case inquiry gives me this number: 1ZR54Y13DK41377223)
02-05-17 Received e-mail notification from UPS stating my trackingno. is 1ZR54Y13DK41186813 (SENDER CONFIRMED = DJI Europe)
03-05-17 Delivery day - however, no package near. Can be delayed, like it was on the way to DJI Europe.
04-05-17 No package and no status update on UPS website: I contacted UPS The Netherlands and they told me the package has been lost in transit on 02-05-17
04-05-17 Contacted DJI through chat about the lost package. Also reminded DJI they need to take note to UPS for compensation and need to send me another package (normal EU-procedure)
05-05-17 Contacted DJI Europe again (through phone) making sure they've taken note about this matter. As it turned out, they did not. I told them I'm still waiting for the replacement. It was during this very unpleasant phone call (I was rudely interrupted multiple times) when I was given the different tracking no. 1ZR54Y13DK41377223.
Yes, the tracking no. matches the one on the DJI website, but it doesn't give any results on the UPS website.
Also, why would this new(wrong?!) tracking no. give any results, if I already got a confirmation from DJI and UPS on a different tracking no?
Where I supposed to receive a dummy package on Tuesday? It doesn't sum up.
Below I've added several screenshots regarding the information I have. Hope this helps the person who can look into my case.
DJI Status + wrong tracking no. (1ZR54Y13DK41377223)
DJI confirmation E-mail: different tracking no. than on DJI website (1ZR54Y13DK41186813)
UPS confirmation E-mail: tracking no. = 1ZR54Y13DK41186813 & delivery day confirmed: Wednesday 5th May
UPS tracking website: delivery date dissapeared and no movement in shipment since Tuesday 2nd May.
Customer service UPS told me the shipment is lost.
UPS tracking website: other tracking no. can not be found
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