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Can someone tell me where my Mavic Pro is... I'm asking for real assistance (again) here - not just friendly responses from DJI reps, but actual assistance.
2/17 - I paid DJI directly for a Mavic Pro 2/21 - Defective Mavic Pro delivered [Flying new Mavic - noticing issues, but researching to make sure not user error] [Out of Town] [Flying new Mavic - noticing issues, but researching to make sure not user error] 3/7 - Called DJI to report observed 'Gimbal/Camera Freakout' issue. Since I admitted being new to the Mavic (P3P owner for 2+yr), I am urged by support to reach out to the community [Out of Town] 3/23 - DJI opens a case and request I send in my defective Mavic Pro for repair 3/24 - Shipped Mavic Pro to DJI using provided shipping label 3/30 - UPS Delivered defective Mavic Pro to DJI 4/3 - DJI updates case status to "Conducting Damage Assessment" 4/6 - DJI updates case status to indicated under repair 4/21 - 'Repaired' Mavic Pro is delivered to my home address 4/21 - I notify that the 'repaired' issue still exists exactly as described before repair - reproduced numerous times on first flight 4/25 - DJI opens a new case for 'repair' 4/27 - DJI sends me the shipping label 5/4 - I am notified by DJI that I am going to be sent a new Mavic Pro to replace the defective-out-of-the-box one they sent me 5/15 - Notification of UPS shipment [Numerous contacts with DJI trying to figure out why they lie so much about shipping things since it's clearly not been handed off to UPS] [DJISupport blocks me on Twitter - for sharing my truthful experiences publicly...they don't like this] 5/19 - Another notification of UPS shipment 5/23 - I see in the UPS status that the package is being held at the local sorting facility - citing that no street address was provided on the shipping label. 5/23 - Drive the 40 minute drive to the UPS facility. Upon arrival, I am presented with a battered refurb Phantom 3 Standard 5/23 - I notify DJI of their mixup - questioning how they can still be in business after treating their customers the way they regularly do. 5/24 – I am threatened with a BAN FROM THE FORUMS for sharing my experience on posts where other disappointed customers shared their similar experiences - <5 comments. 5/24 - Contacted by DJI via phone (Oscar) - am again assured that a supervisor will be keeping a personal eye on the case, ensuring that I am going to be taken care of this time. Rep also indicated that they'd like to compensate me for my troubles - eluding to free blades and a free battery (which I indicate I am not requesting - I simply want what I paid for in Feb). 5/24 - DJI provides me with a new return label to send back in the P3S they errantly sent me instead of my Mavic Pro (they claim they did sent it and that UPS messed things up - truth is that their originally provided tracking number showed ANY movement and never showed as picked up by UPS). 5/25 - I ship back the battered refurb P3S 5/30 - P3S is delivered by UPS to DJI 5/31 - DJI has told me 1) my package has shipped 2) my replacement Mavic shipment would be processed after they've completed the intake of the P3S.
I'd like to talk more about 5/31... 1) As I've told DJI a couple of times today, the package that's showing as shipped is the 'make it up to me' that I was told of on 5/24 - that I stated that I didn't want, and instead that I merely wanted the $1400 aircraft package that I paid them for. I was really worried about this when the rep said he was going to ship me extra stuff - DJI always seems confused about what's ACTUALLY going on with cases, and so I've long worried that incompetently they'd just assume this was my Mavic Pro replacement and carry on, which seems to be the case. 2) As I've told DJI since day 1 - STOP MAKING ME PAY FOR YOUR MISTAKES AND PROBLEMS. Anyone else notice this? DJI has supply problems, resource shortages, delays, move facilities, etc, and the problem is passed directly on to their customers... Why on earth do I now have to wait what will likely prove to be another ~month for them to backtrack on that battered refurb P3S that they sent to me? I didn't do that - each step of the way, I've carefully ensured to do things 100% as asked... DJI has messed up nearly every single part of this process - and each time, I have to suffer as a result... Terrible customer service. Even if my NEW Mavic Pro replacement shipped today, it's obviously been WAYYYYY TOO LONG - completely due to mess ups on DJI's side of our agreement.
What's not disclosed in the above timeline are the many wasted hours on the phone talking to DJI, sending emails back and forth with DJI, communicating on Twitter (before I was blocked) with DJI, making Youtube videos and having DJI come on there acting super helpful (they did it last night - incorrectly citing publicly that they'd shipped my Mavic, which is a lie merely to save face)... So much wasted energy and frustration... I've been told by several 'supervisors' throughout this whole terrible process that they'd "personally be keeping tabs on this" and making sure that I was taken care of - NONE OF THEM TO DATE HAVE ACTUALLY FOLLOWED UP AS PROMISED (otherwise it wouldn't be THREE MONTHS LATER AND ME STILL WITHOUT MY MONEY OR PROPERTY). If need be, I can fill in the details of these communications based on my various records - which, since it appears that DJI would prefer we go the legal route, I may be doing soon anyways.
So... DJI... Please.. No more 'friendly', yet unhelpful fluffy answers... I need real help here.. I need someone to tell me when I can expect the Mavic Pro that I paid in February for - BECAUSE IT'S LONG, LONG, LONG OVERDUE....
Fun closing note: I was a long term fan of DJI's. I loved my P3P and recommended it to anyone who was curious... DJI won't get another dime of mine. DJI won't get another recommendation from me. If I do decide to keep my P3P rather than set it on fire and see how long it can fly for the views, and if someone approaches me about if I recommend getting into the hobby, I have a new response... I don't even have to say anything about DJI in the process, yet I feel confident that they're unlikely to buy after doing as instructed... Going forward I will simply say: "Go to their support forum and read all of the terrible experiences. Then, go to Twitter - search for 'djisupport' and then view 'latest' and just scroll, and read the frustration of countless angry, confused and desperate DJI customers before you give them any of your money."
Thanks.
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lvl.2
Administrator
