I sent my P4P in a month ago to be repaired by DJI, they reparied it and shipped it back via UPS tracking number - 1ZE80E404248265309


The delivery date kept getting pushed back so I called UPS to see what was going on and they notified me that the package is missing and that they will be "investigating" the case and that they would work directly with DJI.


I have reached out to DJI several times to try to get the answers to some questions like... When will this be resolved? When will I receive my drone? Is DJI following up with UPS on this case in order to expedite the issue? ETC..


As a commercial drone pilot, I fly 3-5 times per week for varios jobs and not having the drone I invested in has forced me to rent and no purchase a back up since it's been gone for so long. This has cost me a lot of time and hassle, following up with DJI trying to get updates and find out what is going on.


This is extremely dissapointing that DJI's customer service team has FAILED miserably at informing me what is going on, what the status is and how this issue is dealt with.


HAs anyone dealt with this typer of thing before? Is DJI's customer service really that horrible? Its been about a month since I originally sent my drone in.


CASE NUMBER -

CAS-1199502-Y9N5W3

Hello, Sir, we are so sorry to read on your unpleasant experience, we regret the trouble you’ve been inflicted and will do our best to assist.
The case has been escalated to appropriate department for attention, we will have someone to follow up and keep you updated, I will also keep an eye on it, hope the issue will get sorted out soon. Thanks for the patience.

DJI Mindy Posted at 2017-12-8 00:17
Hello, Sir, we are so sorry to read on your unpleasant experience, we regret the trouble you’ve been inflicted and will do our best to assist.
The case has been escalated to appropriate department for attention, we will have someone to follow up and keep you updated, I will also keep an eye on it, hope the issue will get sorted out soon. Thanks for the patience.

Thanks for your reply, but it doesn't really help me in my situation.

A better response would look something like this,

"We have escalated the issue and will have someone reach out to you by the end of today to let you know what is going on and how this issue will be resolved. Typically when the package is lost by the carrier it takes  (x) days to investigate and ship out a new drone."

Thats all, I want to know how much longer I need to wait in order to get the replacement drone.

This seems crazy that such a big company like DJI can't invest in better customer service.

fanse4ffd159 Posted at 2017-12-8 14:25
Thanks for your reply, but it doesn't really help me in my situation.

A better response would look something like this,

Sorry for your difficulties, thank you for your suggestion and we will do our best to improve the service.
Normally, the local team will contact the customer within 2 business days after we inform them, and I had checked your case log, we had someone contacted you already and sent you an email, right? Have you received it? For the lost of the package, we might need to follow it up case by case, but will definitely do the best to help things out asap, thank you for your understanding.

DJI really have the worse customer services, my drone has been lost/stolen since the 05/01/2018 and its now 13/02/2018, i call up and all i get is they are investigating it, again i need to use my drone for work and DJI have wasted my time and money, i would advice people to stay clear. Why use UPS if they constantly give problems.

fansadb608c9 Posted at 2018-2-13 04:58
DJI really have the worse customer services, my drone has been lost/stolen since the 05/01/2018 and its now 13/02/2018, i call up and all i get is they are investigating it, again i need to use my drone for work and DJI have wasted my time and money, i would advice people to stay clear. Why use UPS if they constantly give problems.

I'm sorry for the late response due to the holiday first. Could you tell us your order number and ticket number here? We'll check the current status and help you get an update soon.