MavicMan5
 lvl.2
Flight distance : 1398950 ft
United States
Offline
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Unfortunately I crashed my Mavic again and had to use my 2nd and last Dji Refresh Express. I notified Dji via email and in the email I thought I would gather some info regarding refresh policy so I asked a simple question. I asked if I ever had a minor issue that I could repair myself, could I do the repair and save my dji refresh for a catastrophic incident. But I made it clear in the email that I was only asking but wanted to proceed with my second Dji refresh.
Somehow the word "repair" triggered some lady by the name of April, to ship my drone and remote to texas and then asked me to pay $215, which I did; all the while thinking it odd they didnt ship to california as before and charged me $215 instead of $139 as stated in the Dji policy.
A few days later I got the trigger that told me something was wrong when I received an email stating that they were accessing the damage and would send me a "quote". I emediately called and after the usual lengthy hold, I get a lady by the name of Rain, one of the hundreds of support staff who simply read from scripts and limited in their ability to make decisions with regards to help solve issues. Instead they simply take notes and forward the info to someone else.
I asked Rain to speak to her supervisor. He wasny available but called me back within five or ten minutes. I told him a little portion of my situation and then asked if he understood everything I said, which he replied with a yes. I spilled the entire storry and he advised me that he would get things streightened out, ship me a replacement drone and their policy states, and locate my remote and ship it all 2nd day air.
Its not 4 days later and since i have spoken to three more individuals, one of which said he too would ship my drone and controller back promptly and refund me the overpayment. No sooner did I get off the phone that I get an email stating I needed to pay $139 for the Dji refresh express... really.
I called back yet again just now and got yet another operator who seemed quite frustrated due to the huge amount of calls they are receiving. She even went as far as to tell me i was just one frome many countries calling; I suppose I was suppose to feel at ease knowing my drone was simply stacked in a mountain of other drones awaiting service.
I decided to agree to sit quietly for the next five days and see what happens, which is the time the last operator said it would take for final processing.
in summary, I know Dji refresh works but i advise anyone who is planning on sending their drone, just figure on it taking three weeks. They are simply overwhelmed; a simple case of supply barely keeping up with demand, and support getting swamped in the process.
I have a second Mavic and flew it quite a bit this weekend sitting in my car and flying with my dji goggles. I have to say that Dji's product is awesome to say the least. I had to remind myself I was sitting in my car in the middle of a field, totally emersed. Landing while looking at myself sitting in the car was like an out of body experience. Hopefully Dji's service will catch up with their product by being just as spectacular.
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lvl.4
Administrator
