*********Beware if buying a DJI Drone********** DJI Malfuction Report/ No Product Support Horrible Customer Service BEWARE of Product Support and Warranty.. They Do NOT HELP YOU! First off, I purchased the DJI Phantom 4 on May 11th, 2017. I did a lot of research on the Drone’s and I found this one to be the best out there on the market. Well at least I thought it was. I endorsed this product because I found on my research that this was the best product out for Drones, well at least so I thought. I had 2 of my co-workers and also a friend buy the Phantom Drone. I had other people that were going to buy it also, but I have definitely spread the word. And I am spreading the word on DJI customer Care and Product Support **DO NOT PURCHASE THEIR DRONE**. Read carefully and my name is Kevin @ 951-201-6798. More information on how the customer service and customer care of product treated me. I will not endorse this product anymore. DJI reports that one of the main features there drone has is called “Return to Home”. They state that this is an excellent feature to have and I totally agree that it is. (If it worked properly) I reported a malfunction of my Phantom 4 Drone on June 23rd, 2017. The Drone disconnected in midflight and disappeared. There is a feature on the drone that if this happens it supposed to fly back home or if I initiate the feature it should fly back home, well neither one happened as it was designed to do. I received an email back stating to send a full report on what happened and could I upload the data of the flight. Immediately I uploaded and sent all important information that they requested. Again I received an email thanking me for my prompt response and I should hear back from them 3 to 5 days. I received no phone call or email within the stated time frame. I called them back on July 4th and they were open and said that they would get back to me immediately. NO call or email, so I called back again on July 7th and spoke with a manager. Again they said within a few days I would have an answer. Well at this point, time is going by and I have again sent them all the information they needed. ON July 14th my wife called and spoke with a supervisor and he stated that he would escalate the matter and I should hear back from them in 48 hours. NO CALL or EMAIL. My wife called again on July 21st, 2017 and again spoke with a supervisor and he stated that within 24 to 48 hours because it is now being escalated again. This is ridiculous. After another phone call on July 25th, 2017. I get a response, finally. I want to resolve this issue and move on and get the right answers and product support. The customer service is so bad. One of the reasons they state is everything has to go through China and they can’t change anything. BUT we have a corporate office here in the US> Why in the world would we do business with someone or another Country and can’t resolve the issues with our own customer base. This is a real and serious issue I have. Moving on, their response was, now get this. WE don’t know what happened to your drone. This is after they get all the uploads and information. They stated that after it lost the signal they can’t figure out what happened. Well your drone clearly states that it has return home. The return Home was activated and it also states that It supposed to return home automatically after 3 sec’s of disconnect. Then where is my Drone? Again, they do not and cannot justify why it did not come back home. This is clearly a malfunction of this drone and they do not want to admit it. They are unable to determine what happened and cannot find any reason or why the drone did not return home. All I want is my drone back or replace it. This is obviously a defect, the drone disconnected and it did not return home automatically as it should have nor did it return home after I initiated the request manually. They should stand behind their product and their warranty (which I paid a great amount for). Also note, this is where I am totally insulted, they claim that they are very sorry for my unpleasant experience with their service and product. What in the heck does that mean? They continue to offer me a 30% coupon to get another drone with partial parts. And they insult me further by saying it is only valid for a month. I declined their offer. They should stand behind their product and replace it (not partially) and honor the expensive Warranty I purchased directly from them! Hey DJI if you are truly sorry for my unpleasant experience with your product that failed to meet your own requirements. REPLACE MY DRONE, that’s all I ask of you. Once again, after it disconnected and disappeared. I went on the DJI go 4 app. It has Flight Record and Find my Drone. I went to both of these to try to get an idea of what happened or even where the drone was. Both applications show me a different location of the Drone. I had no idea where to start looking. I posted signs everywhere. I even posted it on neighborhood watch and offered a reward. After all is said and done after 43 Days!!! I have no Drone and the money for the purchase of the Drone and the Warranty was as if it was stolen from me. I want to make sure this does not happen to anyone else, so be very careful if you purchase a Drone from DJI. Again if you have any questions call Kevin 951-201-6798!
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