Evan_Racing
lvl.1
Flight distance : 10033 ft
Philippines
Offline
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I'm very frustrated with DJI Support. Absolutely one of the worst supports I have encountered. After more than a month of email exchanges and their proposal to replace my unit, they took the offer back because they claim the offer was only for a flyaway case and since I have the aircraft with me, they will offer repair service instead as it is their Service Policy. During the analysis, they asked me a photo of my aircraft, which I sent them. So how could they even think or relate me to a flyaway case? I know they handle lots of cases but c'mon! This is BS already!
Here's my latest email to them:
Subject: [PLEASE READ/ECSALATE] Re: CAS-923303-H6W8N2 [CAS-923303-H6W8N2] [CAS-923303-H6W8N2] CRM:0773000000573 [CAS-923303-H6W8N2] [CAS-923303-H6W8N2]
"Dear DJI SUPPORT,
Don’t you see what’s happening here? Once again your throwing things back and forth!
Let me enumerate the problems:
1. It took you guys one month to arrive to a conclusion that my aircraft is DEFECTIVE. I was asking your help on how to retrieve the missing data you needed but all you did was resent the procedure that the previous tech support gave me. It kept on going back and forth because none of you didn’t seem to understand. So I requested for a screen sharing session (i.e. Webex) so I can show you the problem I was facing with when retrieving the files. But you disregarded it and when Sophia took over and handled the case, it was stated by her that she has went through all the email history and understood the problem as she consulted all departments involved. The conclusion was that my aircraft was defective and immediately stated that you were going to replace it.
2. If Sophia did understand and read through all the email history from the beginning, then she would have known that my case was not a flyaway case as because I even sent you guys a photo of the underside of my aircraft. While I understand that you have a Service Policy, isn’t it a policy/protocol for a tech support to understand first the issue before proposing a solution? You claimed that you understood the problem and yet here you are apologizing again because you “thought” it was a flyaway case when clearly it was not. Now you are taking back the first resolution of replacing it and changing it to repair service.
3. Like I have stated many times, I have purchased together with my aircraft a DJI Care Refresh Pack. It indicated in your website that I can replace my aircraft, regardless of what accident or problem, with a max of 2 replacements. So why are you telling me that I cannot replace my aircraft? If warranty policy will not offer a replacement, then what’s the purpose of having a DJI Care Refresh Pack anyway?
3. My name is **** ******. If you've read all email history, then you would know that I, **** ****** - the owner of the aircraft is the one talking to you from the start. **** is my friend who purchased the aircraft for me at the DJI Online Store. **** has never been part of this conversation.
If you can’t even address me properly by my name, then how on earth can I believe or trust in DJI Support to even resolve the real issue, which is in my aircraft?
PLEASE ESCALATE this to whoever is in charge because none of the tech support who have handled this case understands what’s going on!
I look forward to the person in charge’s response with Final Solutions and what my Options are so we can resolve this once and for all!
Sincerely,"
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