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Bad service : package lost during shipping. DJI will not reship
110 12 2017-9-13 05:44:43
foretnoire
Beginner
Canada
Offline

Hi,

My Phantom 3 SE order was shipped on August 28th from Atlanta via Fedex. The next day (29th), at the Memphis TN Fedex hub, Fedex wrote an exception : holding package.

I wrote DJI on the 31st to have them verify what is going on with Fedex. Had a reply from DJI on the 1st stating they would verify with Fedex.

I verified myself with Fedex on the 5th having received no follow-up from DJI. Fedex answered back in less then half an hour stating the the package was received empty at the Memphis hub. I gave Fedex the information about the content and was given a case number. I then wrote DJI to give them this information and ask what were the next steps. DJI replied that they needed to verify with Fedex (they should already have done it) and a refund would be processed if the package was lost or damaged. I told them I would prefer to have another unit shipped.

I contacted DJI back on the 8th and 9th since I had not received any follow-up. They replied back on the 11th, stating again that the package was still lost.

At each step, I asked them why were they not reshipping my order. That question was never answered. At this point, it is quite evident that the package is lost. If they would ever find it, I would not accept it : who know how it could have been handled in that case.

A compagny with great customer service would have already reshipped the order at this point and would deal separatly with Fedex.

As usual, the chat is useless and emails replies are slow and never tackle the issue right on.

Lessons learned : never buy direct from DJI. Makes you wonder about after sale service.

2017-9-13 05:44:43
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DJI-Mark
Moderator
Canada
Online

Hi, sorry to read on this experience. Can you provide me a sale order number as well as a Fed Ex tracking code number? I will see if we can research this and get you an answer on this point.
2017-9-13 07:09:25
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DJI Mindy
Administrator
China
Offline

Foretnoire, we do apologize for the trouble you've been caused, please provide us the necessary info as Mark mentioned, we will contact Sales Team for the update of the process and try our best to help you out, thank you.
2017-9-13 19:39:59
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foretnoire
Beginner
Canada
Offline

DJI Mindy Posted at 2017-9-13 19:39
Foretnoire, we do apologize for the trouble you've been caused, please provide us the necessary info as Mark mentioned, we will contact Sales Team for the update of the process and try our best to help you out, thank you.

Hi,

Replied with info by PM.

Thanks
2017-9-13 19:44:09
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DJI Mindy
Administrator
Japan
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foretnoire Posted at 2017-9-13 19:44
Hi,

Replied with info by PM.

Thanks, and your email account that is used to contact our Sales Team is also needed. Please PM me.
2017-9-13 19:49:23
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DJI Mindy
Administrator
China
Offline

Foretnoire, I have confirmed with our Sales Team that they are still working on communicating with Fedex, what we can do now is to wait patiently. Sorry that another Phantom 3 SE cannot be reshipped out before this issue gets sorted out. You have our sincere apologize for the trouble caused. My colleague will send you email once there is any update. Thanks for your understanding.
2017-9-13 23:17:02
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foretnoire
Beginner
Canada
Offline

Hi,

No, I don't understand why I need to wait while you communicate with Fedex in this case. The package is empty at their Memphis sorting facility. Each week Fedex scan the empty box to confirm it's empty. For all I know, you shipped an empty box, badly wrapped it or someone stole the content. I still paid for a product that never reached my doorstep. DJI should eat it up, send me another unit and try to get their money back from Fedex after.

Regards
2017-9-14 02:32:26
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DJI Mindy
Administrator
China
Offline

foretnoire Posted at 2017-9-14 02:32
Hi,

No, I don't understand why I need to wait while you communicate with Fedex in this case. The package is empty at their Memphis sorting facility. Each week Fedex scan the empty box to confirm it's empty. For all I know, you shipped an empty box, badly wrapped it or someone stole the content. I still paid for a product that never reached my doorstep. DJI should eat it up, send me another unit and try to get their money back from Fedex after.

We sympathize with your issue and understand your frustration, so sorry about it, and we are trying our best to get it addressed, but we cannot reshipped one for you, we need to figure out what on earth happened firstly. I have contacted Sales Team to speed up the process, please wait patiently, thank you.
2017-9-14 02:47:31
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foretnoire
Beginner
Canada
Offline

DJI Mindy Posted at 2017-9-14 02:47
We sympathize with your issue and understand your frustration, so sorry about it, and we are trying our best to get it addressed, but we cannot reshipped one for you, we need to figure out what on earth happened firstly. I have contacted Sales Team to speed up the process, please wait patiently, thank you.

The issue is between DJI and Fedex. You can try to understand what happened without taking the customer in hostage. If you need to review your workflows or change courrier then analyse it without stalling my order. I'm sure you didn't stop all orders from shipping from Atlanta while trying to understand what went wrong between your warehouse and Fedex.
2017-9-14 03:15:43
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DJI-Mark
Moderator
Canada
Online

foretnoire Posted at 2017-9-14 03:15
The issue is between DJI and Fedex. You can try to understand what happened without taking the customer in hostage. If you need to review your workflows or change courrier then analyse it without stalling my order. I'm sure you didn't stop all orders from shipping from Atlanta while trying to understand what went wrong between your warehouse and Fedex.

Your point is well taken. Thank you for your feedback as well. Please keep an eye out for an updates. You can also hit us up here if you have any additional questions.
2017-9-14 07:29:42
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foretnoire
Beginner
Canada
Offline

DJI-Mark Posted at 2017-9-14 07:29
Your point is well taken. Thank you for your feedback as well. Please keep an eye out for an updates. You can also hit us up here if you have any additional questions.

The package has been missing for 21 days. I've lost all hope of ever receiving something from DJI. When will you process the refund?
1 day ago
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DJI-Mark
Moderator
Canada
Online

foretnoire Posted at 2017-9-18 07:24
The package has been missing for 21 days. I've lost all hope of ever receiving something from DJI. When will you process the refund?

Any questions on refunds or more importantly about this issue would be at onlinesales@dji.com. However, Mindy did state that she contacted Online Sales so it may be best to wait for their response as multiple inquiries may actually delay this issue from getting resolved.
1 day ago
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foretnoire
Beginner
Canada
Offline

DJI-Mark Posted at 2017-9-18 07:35
Any questions on refunds or more importantly about this issue would be at onlinesales@dji.com. However, Mindy did state that she contacted Online Sales so it may be best to wait for their response as multiple inquiries may actually delay this issue from getting resolved.

I should have listened to my bank when they blocked the transaction. I had to talk to them to allow the order to pass. I guess there's too many chargebacks.
1 day ago
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