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DJI lack of customer service
281 8 2017-8-11 04:52:58
fans0a7c786d
lvl.2
Flight distance : 237831
United Kingdom
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Hey guys this is just a word of warning for everyone that sends there drone in for repair, its probably best taking pictures of your equipment beforehand.
My drone and controller went in for repair and when it came back my cable for the iphone/controller wasn't attached correctly and was damaged by the clamps closing in on it.
They're trying to now charge me for the replacement, secondly I sent a battery in for repair, battery was perfect except for the casing had unclipped on one side, i was advised that it would more than likely be covered under warranty from the pictures that i had sent them but now they gave me a bill for 120 euros for both.
The lesson here is I would return the drone for a full refund before I ever get another repair, its your safest bet people.

2017-8-11 04:52:58
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DJI Mindy
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China
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Sorry for the unfortunate experience with our customer service, would you please provide us the case number? We would look into and try our best to get it addressed, thank you.
2017-8-11 05:05:52
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fans0a7c786d
lvl.2
Flight distance : 237831
United Kingdom
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DJI Mindy Posted at 2017-8-11 05:05
Sorry for the unfortunate experience with our customer service, would you please provide us the case number? We would look into and try our best to get it addressed, thank you.

My case number CAS-864704-P9W2T6

For anyone thats interested i will copy the end result, not going to hold my breath
2017-8-11 05:39:36
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ShadyDealer
Second Officer
Flight distance : 89456
United Kingdom
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Nothing new I'm afraid. Its a major complaint users make. Shame DJI customer service can't keep pace with the evolution of there equipment. Hope you get it sorted...wouldn't hold your breath either though
2017-8-11 14:09:17
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DJI Mindy
Administrator
Japan
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fans0a7c786d Posted at 2017-8-11 05:39
My case number CAS-864704-P9W2T6

For anyone thats interested i will copy the end result, not going to hold my breath

Thanks for your update, I have escalated your concern to appropriate team to look into, we will keep you updated on business days, sorry for the inconvenience caused and your patience would be appreciated.
2017-8-11 19:26:14
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fans0a7c786d
lvl.2
Flight distance : 237831
United Kingdom
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ShadyDealer Posted at 2017-8-11 14:09
Nothing new I'm afraid. Its a major complaint users make. Shame DJI customer service can't keep pace with the evolution of there equipment. Hope you get it sorted...wouldn't hold your breath either though

Thanks very much, i'm still shocked how bad the service is though ...
2017-8-12 15:10:06
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DJI Diana
Administrator
Japan
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fans0a7c786d Posted at 2017-8-12 15:10
Thanks very much, i'm still shocked how bad the service is though ...

Sorry for this, we will learn from the experience and keep improving to provide you all better service. For your case, Mindy has forwarded it to our appropriate team, will keep you updated soon, appreciate your patience.
2017-8-13 00:59:08
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fans0a7c786d
lvl.2
Flight distance : 237831
United Kingdom
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An update to this case. DJI stepped up to the plate and  replaced the parts free of charge. Thank you DJI
2017-9-5 02:26:35
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DJI Mindy
Administrator
Japan
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fans0a7c786d Posted at 2017-9-5 02:26
An update to this case. DJI stepped up to the plate and  replaced the parts free of charge. Thank you DJI

It's good to know the case got sorted out finally, hope everything goes well.
2017-9-5 20:05:39
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