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CAS-900044-L5Y7D2
141 22 2017-9-13 11:53:57
fans95d42391
Beginner
Flight distance : 52
United States
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Spent over $1,500 on a drone and accessories.  The hunk of junk was busted right out of the box... needed new firmware and despite following the steps as described on the web site the update failed... OF COURSE.  subsequent chat sessions and phone calls had me do the same thing, but clearly the thing was busted and i got the dreaded "please send in for replacement".  should have known....  A month later and nothing...  well that's not true, I have gotten lie after lie after lie by DJI customer service.  What I don't have is my $1500 or my drone.  Step it up DJI!
2017-9-13 11:53:57
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ALABAMA
Intern Pilot
Flight distance : 241236
United States
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Major bummer for sure. Hope you get it back soon.   Mods can speed it up for ya
2017-9-13 12:23:53
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MrRobert5823
Student Pilot
Flight distance : 101229
United States
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Lie... is a strong word... Their customer service can be frustrating and they don't have the info.  That can be infuriating.  But lie?  That denotes intent to deceive.  The drones really are the best in the world, the people do the best with what they have been given... I know when we spend so much, it's awful when you don't get the answers you expect.... Try to hang on... it's worth it.  
2017-9-13 12:32:09
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fans95d42391
Beginner
Flight distance : 52
United States
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ALABAMA Posted at 2017-9-13 12:23
Major bummer for sure. Hope you get it back soon.   Mods can speed it up for ya

Me too Alabama...  

I run a small charity and I bought the drone (with my own money) so that I could film our upcoming 5K race from the air.  Figured it would be a neat feature for our supporters and those running in the race but it doesn't look like I'll be able too.  Good thing I didn't advertise anything about it on the charities web site or registration pages lol.  

Hopefully I get it back soon.  I was so excited about it too.  Major bummer for sure, should have listened to my gut when I was researching which brand of drone to buy but I figured the chances of getting a broken drone right out of the box were slim to none... Go figure.
2017-9-13 12:32:37
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fans95d42391
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Flight distance : 52
United States
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MrRobert5823 Posted at 2017-9-13 12:32
Lie... is a strong word... Their customer service can be frustrating and they don't have the info.  That can be infuriating.  But lie?  That denotes intent to deceive.  The drones really are the best in the world, the people do the best with what they have been given... I know when we spend so much, it's awful when you don't get the answers you expect.... Try to hang on... it's worth it.

Thanks for the in MrRobert5823, I hope you're right.  What I've seen from DJI so far... Not impressed, maybe that'll change in time.  My only experience with their drones is a broken one right out of the box, my son has had more success with the $19.99 walmart special... lol.  
2017-9-13 12:52:20
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DJI Mindy
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We are so sorry for the experience with our product and have kept you waiting for the replacement process, would you please post the case number here? I will help to look into the process and give you an update as soon as possible, thanks.
2017-9-13 19:14:43
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fans95d42391
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Flight distance : 52
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DJI Mindy Posted at 2017-9-13 19:14
We are so sorry for the experience with our product and have kept you waiting for the replacement process, would you please post the case number here? I will help to look into the process and give you an update as soon as possible, thanks.

Thanks for the reply Mindy. Hopefully you're able to resolve the issue. I can't get anywhere with the DJI call center support people they just keep changing the story and not one of them will even tell me when the replacement will be shipped. Case number is CAS-900044-L5Y7D2.
2017-9-13 20:59:08
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DJI Mindy
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fans95d42391 Posted at 2017-9-13 20:59
Thanks for the reply Mindy. Hopefully you're able to resolve the issue. I can't get anywhere with the DJI call center support people they just keep changing the story and not one of them will even tell me when the replacement will be shipped. Case number is CAS-900044-L5Y7D2.

Thanks for your update, the case has been escalated to appropriate department to look into what happened and will speed up the process, the replacement will be shipped out as soon as possible, appreciate your patience.
2017-9-13 22:11:41
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MrRobert5823
Student Pilot
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United States
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fans95d42391 Posted at 2017-9-13 12:52
Thanks for the in MrRobert5823, I hope you're right.  What I've seen from DJI so far... Not impressed, maybe that'll change in time.  My only experience with their drones is a broken one right out of the box, my son has had more success with the $19.99 walmart special... lol.

yeah... I completely see your point.... but I tell you.... This is WAY more fun then the $20 chopters at Amazon.  Way... way.... WAY!
2017-9-14 04:30:51
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MrRobert5823
Student Pilot
Flight distance : 101229
United States
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fans95d42391 Posted at 2017-9-13 20:59
Thanks for the reply Mindy. Hopefully you're able to resolve the issue. I can't get anywhere with the DJI call center support people they just keep changing the story and not one of them will even tell me when the replacement will be shipped. Case number is CAS-900044-L5Y7D2.

The mods really do a good job of proper escalation.  I know what you're thinking... (it shouldn't be busted in the first place....) yeah... I know.....

But the mods do a good job letting the right folks know to pay attention to the this.  They don't have any control over it, and they are helpful.... You are NOT wrong... and it's tough.... Hang in there.
2017-9-14 04:47:13
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DJI-Mark
Moderator
Canada
Online

Sorry to read on your frustration. Having done customer service, I can assure you deception is not part of what we are required even when there is frustration involved. We do pride ourselves on customer satisfaction. however, it can be a complex process. We thank you for bringing this to our attention. Let us know if you need additional assistance.
2017-9-14 07:21:58
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fans95d42391
Beginner
Flight distance : 52
United States
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DJI-Mark Posted at 2017-9-14 07:21
Sorry to read on your frustration. Having done customer service, I can assure you deception is not part of what we are required even when there is frustration involved. We do pride ourselves on customer satisfaction. however, it can be a complex process. We thank you for bringing this to our attention. Let us know if you need additional assistance.

Mark,

I do need additional assistance,  all I keep hearing are apologies with no real update as to the status of my replacement and when I will receive it.  I now know that it's been escalated but that's it.  What does that mean?  When will I get my drone back?  why is the process so COMPLICATED?  My drone was broken, I sent it back, DJI APPROVED the replacement.  Seems pretty simple to me that the next logical step would be to issue the replacement and send it out to me.  Don't you agree?

As for DJI customer service, the best service I've received has been here in the forum and as of yet, even that has produced no results.  I don't think there is any pride to be taken in the other aspects (call center/chat) of DJI customer service, it's really pretty bad.  Probably the worst I've experienced.  

Please Note:  I did receive an email from DJI today saying that my case was escalated.  Problem is, it's not even the right case number.  I don't even know what the case number in the email was from.  The case number in the email (CAS-996312-H3D8M0) is not my original case number. I tried looking it up but there is no information on it on the DJI website.  Totally confused now (well... I already was, but this just made it worse) lol.  
2017-9-14 11:19:07
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DJI-Mark
Moderator
Canada
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fans95d42391 Posted at 2017-9-14 11:19
Mark,

I do need additional assistance,  all I keep hearing are apologies with no real update as to the status of my replacement and when I will receive it.  I now know that it's been escalated but that's it.  What does that mean?  When will I get my drone back?  why is the process so COMPLICATED?  My drone was broken, I sent it back, DJI APPROVED the replacement.  Seems pretty simple to me that the next logical step would be to issue the replacement and send it out to me.  Don't you agree?

Thank you for your response. Let me refer with a case specialist. I appreciate your time.
2017-9-14 11:25:16
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DJI-Mark
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Canada
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fans95d42391 Posted at 2017-9-14 11:19
Mark,

I do need additional assistance,  all I keep hearing are apologies with no real update as to the status of my replacement and when I will receive it.  I now know that it's been escalated but that's it.  What does that mean?  When will I get my drone back?  why is the process so COMPLICATED?  My drone was broken, I sent it back, DJI APPROVED the replacement.  Seems pretty simple to me that the next logical step would be to issue the replacement and send it out to me.  Don't you agree?

We apologize for the delay. You should receive an email on this point within the next 48 hours.
2017-9-14 11:53:31
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fans95d42391
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DJI-Mark Posted at 2017-9-14 11:53
We apologize for the delay. You should receive an email on this point within the next 48 hours.

Thank you for your help Mark, I really appreciate it.  Hopefully your referring to an email that has a tracking number and says that my Drone was shipped out and not another "sorry, thanks for your patience" email like I've received in the past.  I'll keep my fingers crossed that something actually happens in the next 48 hours and be on the lookout for an email.

I've heard the 48 promise before so I'm a bit skeptical.  With that said, you, UNLIKE the rest of DJI customer service, have kept to your word so far so I trust that indeed I will see the drone shipped out in the next 48 hours.  Thank you again for your help.
2017-9-14 12:49:52
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DJI-Mark
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Canada
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fans95d42391 Posted at 2017-9-14 12:49
Thank you for your help Mark, I really appreciate it.  Hopefully your referring to an email that has a tracking number and says that my Drone was shipped out and not another "sorry, thanks for your patience" email like I've received in the past.  I'll keep my fingers crossed that something actually happens in the next 48 hours and be on the lookout for an email.

I've heard the 48 promise before so I'm a bit skeptical.  With that said, you, UNLIKE the rest of DJI customer service, have kept to your word so far so I trust that indeed I will see the drone shipped out in the next 48 hours.  Thank you again for your help.

You are welcome. Please let me know how it all works out.
2017-9-14 14:18:39
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fans19c254c5
Beginner
Flight distance : 145241
United States
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I NEED HELP, unbelievably long time trying to get proper service. I bought a P4P+ on March 17th along with DJI refresh package. I clipped a tree and the aircraft hit the ground and did some minor damage to one of the landing gear and possibly the avoidance sensors. I flew it for another two months with no problems. I planned a long Family vacation in August so I decided to send the aircraft in on June 6th to use my DJI refresh package to get it back to 100%, note that it did fly just fine. This was the worst decision I made. The first time It was returned it would not connect to controller, after numerous hours on the phone I was told to send it back in a second time. After I received it again it would not connect to the controller. I was advised to return it a third time along with the controller, now it was about ten days before my vacation and I was assured that it would be escalated and I would get it in time for my trip. Nope, the day after I leave it shows up at the house so 2 1/2 weeks later I return home only to find that the aircraft will not connect to the controller again. I am advised to send it in again a fourth time with the controller, and I do. This time I receive an email stating that the aircraft is a P4 and is not compatible with my controller. So again after numerous phone calls nobody knows who sent the aircraft or what the next step is. so I try to write to support on a email chain I had with another Manager who "assured me this time would be different". I receive a response from someone in support who tells me that the aircraft has been sent back to me still not repaired. So I replied back 24hrs ago and have no response. After all this I have researched all me correspondence from DJI support for every email notification they sent throughout this process. It appears that they sent the wrong aircraft on the first time, the serial numbers match the whole time and on that invoice it state that it is a P4 not a P4P+ like all the other replies. Not sure how they would not be able to associate a S/N to a particular model. So now I am waiting for the arrival of another wasted effort only to have to return it AGAIN, a fifth time. I stated in my last reply that I was not sending it back unless I received a complete replacement package and New refresh package contract, this seems fair to me. I sent in a working aircraft on June 6th and it is now September 14. Sorry if this is the wrong place but I do not have anywhere else to try. My patience is pretty much gone.
2017-9-14 18:16:08
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DJI Mindy
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Japan
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fans19c254c5 Posted at 2017-9-14 18:16
I NEED HELP, unbelievably long time trying to get proper service. I bought a P4P+ on March 17th along with DJI refresh package. I clipped a tree and the aircraft hit the ground and did some minor damage to one of the landing gear and possibly the avoidance sensors. I flew it for another two months with no problems. I planned a long Family vacation in August so I decided to send the aircraft in on June 6th to use my DJI refresh package to get it back to 100%, note that it did fly just fine. This was the worst decision I made. The first time It was returned it would not connect to controller, after numerous hours on the phone I was told to send it back in a second time. After I received it again it would not connect to the controller. I was advised to return it a third time along with the controller, now it was about ten days before my vacation and I was assured that it would be escalated and I would get it in time for my trip. Nope, the day after I leave it shows up at the house so 2 1/2 weeks later I return home only to find that the aircraft will not connect to the controller again. I am advised to send it in again a fourth time with the controller, and I do. This time I receive an email stating that the aircraft is a P4 and is not compatible with my controller. So again after numerous phone calls nobody knows who sent the aircraft or what the next step is. so I try to write to support on a email chain I had with another Manager who "assured me this time would be different". I receive a response from someone in support who tells me that the aircraft has been sent back to me still not repaired. So I replied back 24hrs ago and have no response. After all this I have researched all me correspondence from DJI support for every email notification they sent throughout this process. It appears that they sent the wrong aircraft on the first time, the serial numbers match the whole time and on that invoice it state that it is a P4 not a P4P+ like all the other replies. Not sure how they would not be able to associate a S/N to a particular model. So now I am waiting for the arrival of another wasted effort only to have to return it AGAIN, a fifth time. I stated in my last reply that I was not sending it back unless I received a complete replacement package and New refresh package contract, this seems fair to me. I sent in a working aircraft on June 6th and it is now September 14. Sorry if this is the wrong place but I do not have anywhere else to try. My patience is pretty much gone.

This is painful, we are so sorry for the unpleasant experience with our repair team and all the troubles you've been brought.
Could you please provide me the previous case number? I will escalate it to management department to pay attention.
But as far as I can see, the drone will still need to be sent in firstly for another replacement.
2017-9-14 19:20:55
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fans19c254c5
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DJI Mindy Posted at 2017-9-14 19:20
This is painful, we are so sorry for the unpleasant experience with our repair team and all the troubles you've been brought.
Could you please provide me the previous case number? I will escalate it to management department to pay attention.
But as far as I can see, the drone will still need to be sent in firstly for another replacement.

Sent in PM
4 days ago
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fans19c254c5
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Flight distance : 145241
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I realize that I will have to send it back in, I just have no way to get any accountability. Will I have to go through the whole process of getting the return label? I do not feel real confident in the whole process as you could probably understand.

I do not want to throw a wrench into this but I am moving on the 29th so my address will be changing also. we will cross that bridge when it comes.

4 days ago
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DJI Thor
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Japan
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fans19c254c5 Posted at 2017-9-15 17:44
I realize that I will have to send it back in, I just have no way to get any accountability. Will I have to go through the whole process of getting the return label? I do not feel real confident in the whole process as you could probably understand.

I do not want to throw a wrench into this but I am moving on the 29th so my address will be changing also. we will cross that bridge when it comes.

I had forwarded your case to the designated department to take care of. We will have someone to contact you soon. Sorry again for the mishap and the trouble you’ve been experiencing, will try our best to help you out.
4 days ago
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fans19c254c5
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Flight distance : 145241
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Today I received an 11 second voice mail from a "supervisor, Tom" saying that he is calling in response to me wanting to talk to a supervisor, then he says he will send me an email shortly. I receive two identical email responses. They state that my case has been escalated and is being investigated by customer support supervisor, we appreciate your patience and will reply shortly. Best regards DJI support.

If this is "escalated" then we have accomplished nothing again. I tried calling the number back and it is standard DJI support line. I can only assume that this is the end of the effort from another, the fourth "manager / supervisor" that said they will get back to me and never did. Why doesn't anyone leave a direct phone number or direct email address? I am constantly leaving both of these attached to my correspondence.

You know, its really not that difficult of a situation. Your policies and protocols have completely diluted the simplest of customer satisfaction. Not to worry though, I am still here watching other peoples videos.

1 day ago
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DJI Mindy
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fans19c254c5 Posted at 2017-9-18 17:26
Today I received an 11 second voice mail from a "supervisor, Tom" saying that he is calling in response to me wanting to talk to a supervisor, then he says he will send me an email shortly. I receive two identical email responses. They state that my case has been escalated and is being investigated by customer support supervisor, we appreciate your patience and will reply shortly. Best regards DJI support.

If this is "escalated" then we have accomplished nothing again. I tried calling the number back and it is standard DJI support line. I can only assume that this is the end of the effort from another, the fourth "manager / supervisor" that said they will get back to me and never did. Why doesn't anyone leave a direct phone number or direct email address? I am constantly leaving both of these attached to my correspondence.


Sorry for the misunderstanding, Tom as a supervisor is very responsible, he will help you out definitely, please allow us some time for review, he will contact you after investigation and get it addressed, your patience will be highly appreciated.
1 day ago
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