Hi
Guys I need help to deal with DJI customer service
They lost my mavic and it’s been since feb now
And finally I got something from them
But it’s the wrong model and I can’t get a proper meneger to take my call
It’s always someone in the Philippines
And always getting some crap that they will set up a call back for me
But no one ever calls back
I rly don’t know what to do here
I feel ripped off
If someone has a contact please pass it on
My only option at this point is legal and I’ll prob go see a lawyer this week

TIA

This sounds bad. Which model did you hand over to the CS and which did you get back?

Sent mavic flymore got just a mavic

Oh, so same model but missing parts is what you mean?

Oh, that is really bad. Never send everything in, only the defective parts. Be it aircraft, RC or batteries, only what doesn't work. But I am sure that your case will be sorted out too!

RSV4 Posted at 2018-6-11 12:29
Sent mavic flymore got just a mavic

If you get in touch you should be ok as dji photograph all that is in package you sent so there should be proof of what you sent in a file somewhere.
Maybe a mod will jump in here, best to put up your case number.

We're so sorry for the troubles. Could you tell us your case number? I have tried but failed to search in our system via the forum info. We'd like to investigate and try our best to help.

DJI Susan Posted at 2018-6-11 18:26
We're so sorry for the troubles. Could you tell us your case number? I have tried but failed to search in our system via the forum info. We'd like to investigate and try our best to help.

Hi are you in the Philippines ?
I’m trying to find someone from north America
Hopefully Oscar

RSV4 Posted at 2018-6-11 18:33
Hi are you in the Philippines ?
I’m trying to find someone from north America
Hopefully Oscar

No, we are from HQ, please provide us the case number, we will do our best to help, thank you.

1680262 N8J2D4

RSV4 Posted at 2018-6-11 20:24
1680262 N8J2D4

Thanks for the case number, your concern has been escalated to the appropriate department to follow up, the supervisor will keep you contacted after the investigation, please wait patiently, sorry again for all the inconvenience and trouble that have been caused.

Well I got contact
But again it’s the same person from before
And I don’t feel like it’s going anywhere with this person

RSV4 Posted at 2018-6-12 12:15
Well I got contact
But again it’s the same person from before
And I don’t feel like it’s going anywhere with this person

They are from the higher team and I'm sure they will help to get it sorted out, we will also keep an eye on it, thanks for your understanding.

No one from another team has contacted me
Only this Jay person

RSV4 Posted at 2018-6-12 23:00
No one from another team has contacted me
Only this Jay person

I see our manager is confirming with the local repair center about the shipping details, we will keep you updated soon, please allow us some time, thanks.

Can you please look in to it again
Still no answer

RSV4 Posted at 2018-6-13 14:26
Can you please look in to it again
Still no answer

We're investigating the exact status and will help you get an update soon. Appreciate your patience.

Ok I feel like this is not going anywhere
Can you guys get me a rep that’s really going to take care of this

RSV4 Posted at 2018-6-14 19:22
Ok I feel like this is not going anywhere
Can you guys get me a rep that’s really going to take care of this

RSV4, our team and supervisors are on top of your case, currently, we need the proof that you sent in the Fly More Combo and our supervisor should have explained what we need, can you please assist to provide that so that we could keep escalating your case? Thank you very much.

I sent my invoice to them
But it seems they don’t have a clue what they are doing
Is there any chance I can get a rep from USA ?

RSV4 Posted at 2018-6-15 01:33
I sent my invoice to them
But it seems they don’t have a clue what they are doing
Is there any chance I can get a rep from USA ?

All info and requests will be recorded in the case log, please allow them some time to handle this. We'll keep an eye on the forum as well.

Well it’s end of day here
And still haven’t heard from anyone

Still waiting
Can you please get me a USA rep to call

RSV4 Posted at 2018-6-19 15:45
Still waiting
Can you please get me a USA rep to call

Sir, your case has already been handled by the supervisor team, I saw our supervisor has contacted you that the replacement has been applied, but we will need the standard drone to be sent in first, otherwise, the combo will not be shipped out, can you please send the standard drone to us as soon as possible so that we could arrange to ship the combo? Thanks for your understanding.

Who’s paying for shipping ?
And I have asked for express shipping
And got no response

Why is it so hard to have someone call me ?

RSV4 Posted at 2018-6-20 16:18
Why is it so hard to have someone call me ?

The shipping label should have been sent to you via email, we will arrange a manager call back as soon as possible, please wait patiently, thank you.

Still waiting for that call

It’s now 11 days and no resolution

RSV4 Posted at 2018-6-22 06:24
It’s now 11 days and no resolution

Sorry for the inconvenience. May I confirm that have you received the shipping label or not? Per the case numbers, you have received two shipping labels, right? If there is any further issue, please feel free to let us know, we're glad to help.

Please do not call or email us asking to call you ASAP, the decision on this is final and any reply asking for callback will be declined automatically.
Best Regards,
Jay
DJI Manager Customer Support
Website: http://www.dji.com/support

RSV4 Posted at 2018-6-23 07:51
Please do not call or email us asking to call you ASAP, the decision on this is final and any reply asking for callback will be declined automatically.
Best Regards,
Jay

Sorry for the unprofessional response from our manager support team, we will forward it to the related team for attention. You have sent in the device right? I see the package has been received by our facility, we will arrange the next steps as soon as possible, your patience will be highly appreciated.

Yes both revived and I got email from DJI confirming that
But still mine didn’t get released for shipping
And all I got was that rude email  

RSV4 Posted at 2018-6-23 23:19
Yes both revived and I got email from DJI confirming that
But still mine didn’t get released for shipping
And all I got was that rude email

We apologize for the rude reply, we will inform the team to get it addressed as soon as possible, the process will be delayed because of the weekend, please allow us some time, thanks for your understanding.

Can you please have my drones released for shipping ?
And ship over night at lest

RSV4 Posted at 2018-6-25 10:51
Can you please have my drones released for shipping ?
And ship over night at lest

The replacement was just approved by our manager and our repair center will arrange the shipment very soon, please sit tight and wait patiently, thank you.

I was told both units will ship Monday
It’s past that

RSV4 Posted at 2018-6-25 22:32
I was told both units will ship Monday
It’s past that

We will transfer it to the local team to take your case in priority, sorry again for the inconvenience caused.

When will they contact me ?

RSV4 Posted at 2018-6-26 20:22
When will they contact me ?

Pre the case log, the package has been shipped and I'll PM you the tracking number later. The package is already on the way, you will receive it soon. If there is anything else we can help, please kindly advise.