razor1234
New
Canada
Offline
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I've experienced atrocious support by DJI these past months. Who can I speak to other that somone on the North American Tel. Line?
Since first purchasing my Mavic Pro almost a year ago it experienced ghostly flights. At meters above the ground it would read Max Flight hight, and almost always take a "ghostly" control over itself and start flying on its own. Not only would video feed, but the unit would fully disconnect from the controller. Eventually the unit crashed, destroying the gimbal, blades, body and legs. (I have the last video taken while disconnect)
This started my customer support journey. I first attempted to contact DJI via email and realised they only provided automated responses requesting it be sent to California. After a period of time a physical DJI store opened in Toronto, Canada. I traveled across Toronto and brought the drone in for the employee to review the flight records. After review he determained the GPS was VERY BADLY malfunctioning. He supplied me with the correct phone number, told me to explain what happened and that the fligh records neded to be reviewed. I contact DJI California and I finally figured out how to create my case.
DJI sent me a shipping tag, I filled out all of their forms, purchased shipping materials and managed to sent off the drone. Within days they sent me an invoice for $596.33 reply saying "[size=12.800000190734863px]Dear Customer, Unfortunately, damage that is not caused by a product malfunction or is out of the warranty period is not covered by [size=12.800000190734863px]DJI[size=12.800000190734863px] aftersales policy. Damage not caused by product malfunction."
Then they sent me a warning saying they were going to ship the drone back to me and I called immediately. I talked to an individual for over an hour whom supplied me with no imformation. He could not tell me what was wrong with the drone or why it crashed. Finally at the end of the call he suggested to open a dispute. I requested the dispute and for the flight records to be checked.
Next I received another email from DJI which was another invoice. This one stated "Non-warranty per data analysis: No flight logs provided". 6 Days later with NO WARNING I receive a shipping label in my inbox and an email saying the drone has "Been flight tested and will be shipped". Now furious I phoned DJI for the 3rd hour long call. This employee after walking around answers for an hour, told me that the drone was shipped back and not fixed because I did not provide them with my flight logs. The last person I talked to said that they would be checking them in my dispute case? Could they not plug the drone in an aquire the flight logs? Plug the controller in? I physically watched a DJI employee in Canada do so?
I receive my broken drone back tomorrow. Now I'm going to have to go back to the physical DJI store across town that I initially went to, aquire my flight logs, create a new case, send the drone and flight logs back to LA in USA, and go through this entire proccess again.
Someone please help me understand this logic? All I want is for DJI to acknowledge that the GPS/Firmware malfunctioned and to repair the device.
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