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Where is my order??
616 3 2018-1-8
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pureplurgirl
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United States
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On December 29th, I ordered a Mavic Pro, an Osmo+ and a few accessories.  The order page said it would ship in 1-3 business days.  Given that January 1st is a holiday and the 30th and 31st were on a weekend, I wasn't too worried about.   However, it wasn't long before the order status page said it has shipped.  I was delighted... but there was no tracking number or shipping method listed.  

After doing some research, I see that you don't provide that information and that (based on what others on the forums have said) I should get an e-mail from the shipping company.  I have yet to get an e-mail regarding shipping.  

On January 3rd, I got notification that my DJI Care Refresh was in full effect.  I thought, well at least it's something.  Maybe I'll see something about it soon.  Two days later, nothing.  So I reached out to DJI Support online (as directed).  I asked where my package was and would like the tracking number if possible.  This is the answer I got back:

Dear Jenna,

Good Day!

Thank you for reaching DJI Technical Support.

First  of all, we would really like to thank you for your patronage in our  products and we are sorry to hear that you're having issues with your  drone that is not been receive yet.

To answer all your questions, kindly contat our online sales at support@dji.com

If you need any further information/assistance, please do not hesitate to contact us.

Best Regards,

DJI Technical Support




So... the support e-mail said... sorry your having problems with not getting it... contact us again and see if we say something different!   I then forwarded that response to sales@dji.com and support@dji.com.   That was two days ago.  STILL no response.    I tried calling and, of course, there's no way to talk to someone about shipping.  So I decided to press 3 instead and talk to a tech support guy.  I asked them to transfer me to the department that handles orders and he basically said that they don't have any phones there.

WHAT THE F***?  

I REALLY want to know what is going on.  Why haven't I seen an e-mail, received a call, or received my package of goodies?  Y'all took my money the first day. I was willing to wait, but this is getting ridiculous when you won't answer e-mails and won't give someone a way to inquire about order without blasting it on your forums.

Please contact me ASAP about my order.   It is order #0018107896114.  

Thank you.
2018-1-8
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DJI Mindy
Administrator
Flight distance : 7 ft
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Hi Jenna, we apologize for the unpleasant experience with our customer support, the email reply may be delayed because of weekend, appreciate your kind understanding.
I checked the order, it hasn't been shipped out at the moment.
The estimated shipping date of Osmo - Sport Accessory Kit and Pelican - Mavic Protector Case (Black) are all 10-15 business days after payment confirmation. sport kit.png case.png
If you would like the other parts to be shipped out firstly, please contact support@dji.com to split the order and then you can post the email ticket number here, I will inform the team to reply as soon as possible.
2018-1-8
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pureplurgirl
lvl.1
United States
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DJI Mindy Posted at 2018-1-8 19:02
Hi Jenna, we apologize for the unpleasant experience with our customer support, the email reply may be delayed because of weekend, appreciate your kind understanding.
I checked the order, it hasn't been shipped out at the moment.
The estimated shipping date of Osmo - Sport Accessory Kit and Pelican - Mavic Protector Case (Black) are all 10-15 business days after payment confirmation.[view_image][view_image]

Hi Mindy,

    Thank you for looking in to it and getting back to me.  That's all I was really upset about, honestly.  I understand that things can take time, but the customer service department and website really needs to be more clear about the status of orders.  Regardless of whether the Osmo+ bundle and pelican case are supposed to take 10-15 days, when the status says"shipped" on the order, I expect that it was in fact shipped.  Regardless, now that I know and understand the situation I am willing to wait.   Thanks again.

--Jenna
2018-1-9
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DJI Mindy
Administrator
Flight distance : 7 ft
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pureplurgirl Posted at 2018-1-9 06:49
Hi Mindy,

    Thank you for looking in to it and getting back to me.  That's all I was really upset about, honestly.  I understand that things can take time, but the customer service department and website really needs to be more clear about the status of orders.  Regardless of whether the Osmo+ bundle and pelican case are supposed to take 10-15 days, when the status says"shipped" on the order, I expect that it was in fact shipped.  Regardless, now that I know and understand the situation I am willing to wait.   Thanks again.

Jenna, ''shipped'' is the status of DJI Care Refresh and Osmo Shield, we apologize for the misunderstanding, appreciate your understanding and patience for the rest of the products.
2018-1-9
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