fans502b5e9e
lvl.1
Flight distance : 54157 ft
Sweden
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Seeing as you have edited and deleted some of your posts, I was going to do the same. However, the two minute window had already passed. Never mind. I'll just post my addendum here.
I am not asking for DJI to provide information to me about a different customers issues, the other customer has done so himself. DJI does have representatives here in this very forum however that has offered insights into this very case so it's not at all illogical to believe that we will all be updated once this is all resolved - which we kinda were, the problem is that the update was a "you didnt fill out the warranty form correctly so we didnt perform any flight data diagnosis, sorry pal" response. That is the entirety of the issue here.
If you as a customer had purchased a drone and had it fall out of the sky due to no fault of your own surely you would expect DJI to replace it for you no questions asked. In this case they didn't, they instead told the customer that it was pilot error and he would have to pay for the repair. Had the OP not stood his ground and made a video of this exact same thing happening we wouldn't even be sitting here having this discussion right now.
Had DJI simply performed diagnostics even on crashes where customers didn't tick "manufacturer error" or whatever it is we also wouldn't be having this discussion right now as surely DJI would then have caught the issue themselves rather than having to have the customer spend hours of his time to troubleshoot, send emails, grab flight logs, call customer support and so on. Time is money, and it's not unheard of for DJI customers to be without their drone for weeks or even months at a time after dubious claims about pilot error.
All, if anything I have been complaining about has been the way DJI support handles certain issues. They may not be worse than many other companies, that doesn't make it right though. But the worst part is the fact that you always seem to have to call them out publically to get what's yours - this isn't a DJI thing, this has become an industry norm these days and it's not okay. I have tweeted and facebook posted about things like this in the past where I have been refused help over the phone or email only to be contacted directly by someone higher up in the company once I've outed them. I once had one of the top honchos at MS call me directly to apologize and organize overnighting of replacement product as well as a goodie bag to ease my pain. I accepted of course, but this is the sort of level of support that should be provided to everyone, not just those with a huge social media following. Sony has done something similar, but in that case I politely refused their belated offer of help because I felt the underlying issues at Sony was far more important to air than me getting what I was rightfully owed. |
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