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A SWING...and A MISS!!!
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Sky Ninja
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Well, Hello there viewers...today, we are going to take a look at a well known affliction I like to refer to as  'L.O.C.S. Syndrome'.

You see, the DJI Forum Community often makes mention of 'L.O.C.S. Syndrome' throughout umpteen hundreds of their comments, discussions and so on. 'L.O.C.S.' is more commonly referred to in the following long hand definition as;  Lack Of Customer Service. Yes, when repeated out loud, this verbal communicationcan can cause serious mental and physical issues such as the following;

1. Chills- Severe forms of these have been documented in forum members who have recently discovered their Inspire 1, Phantom 3 or other DJI product must be sent in for repair.
2. Nausea- This is most common with any owner of a DJI product who has come in contact (or lack there of) with an anointed DJI 'Specialist'. When said 'Specialist' begins demonstrating obvious qualities of  'L.O.C.S. Syndrome' it becomes quite sickening to the consumer that he/she must face the fact they are on the 'fast track' to not seeing their beloved investment (hobby or professional use) for a minimum of six (6) weeks.
3. Uncontrolled Outbursts of Anger and/or Aggression- Simply, obvious signs of 'L.O.C.S.' enrages the victim to the point they begin talking of inappropriate use of 12ga shotguns, poor quality beers, even certain misgivings of marital status and situations, often times leading to the well known, 'T.M.I. Syndrome'.
4. Paranoia- This feeling seems more common in a forum member who, after a firmware "update", comes to the unexpected conclusion, their once graceful and glorious flying contraption has now become, an overqualified deep sea fishing weight. Additionally, this results in all three (3) of the abovementioned symptoms of 'L.O.C.S. Syndrome' manifesting.
5. Ridicule- The symptom is brought to light by some, 'high and mighty, pat themselves on the back-er fan boy' who has yet to accept the fact they truly have a non-existent life, save for the constant scrolling and reading of every...single...post and making a (or several) condescending comments against each person posting said thought, grievance, inspiring story or informative and positive tutorial. These persons are, at times referred to as 'Trolls', the preferred terminology is, "Grey Skinned-Near Sighted-Left Handed-Monkey Spanker" or 'G.S.N.S.L.H.M.S.' which we will discuss in another thread.
6. Some severe cases of 'L.O.C.S.' have been reported in instances where a forum member has been subjected to several poorly structured sentences (where improperly placed pronouns and/or adjectives have been utilized) leading to meandering answers with no conclusive outcome or direction.

If you, a loved one, a friend or even a well liked forum member suffers from 'L.O.C.S. Syndrome' be kind. Let the poor bastard know there are thousands more out there in the world, feeling the same, still somewhat baffling, way. Please DO NOT mention items such as missed deadlines, contractual losses, loss of family time due to long phone wait times, or even the fun you may be having with the flying product of your choice, as this may cause a severe reaction in which all listed sypmtoms will cause the head of the individual to literally implode in a supernova, scene from Poltergeist: the Movie, sort of way.
_____________________________________________________________________________________________________________________________________________
Okay, I'm done with the sarcasm, my apologies to you, the reader. The truth of the matter is this, in many of us there lays dormant, an evil and somewhat veil creature. For those of us who will openly admit this common fact, we utilize humor to convey things like (in my case) anger and (also in my case) irritation. I'll get to the point...in a minute.

After several months of diligent searching, watching and investigating, I decided to purchase the well talked about (even by POPMech) DJI Inspire1. Dun-dunn-duhhhhh!!!!! Mind you, I do not blame DJI in any way, shape, or form for enticing me to purchase. Oh no!!! The technology, if it were as it states, could've been, and still may be, incredible.
So, why the sour grapes then, Sky Ninja? BTW- I set the name as a joke and it stuck, so...sue me. And NO, I'm not a 'real' ninja.

Anyway, here goes. By the way, the information contained herein, is backed by RMA #s, documentation, photos and screen shots. So, to those little 'G.S.N.S.L.H.M.S.' beware! You may find yourself on the receiving end of a swift smack to the neck fat, should you try some of your 'monkey business' with ol' Sky Ninja. {:2_29:}

Here's the factual deal;
Purchased I-1 on 2/17/15, it arrived 2/23/15. (Giddy with joy was I) Jump to 2/27/15- During eighth (8th) flight, while still in the process of checking telemetry, responsiveness and familiarizing myself with all aspects of controls, the unit (noted as an IMU issue) suffered a severe crash. I obtained and RMA on 2/30/15. On 3/03/15 paid $79 to ship unit in it's original, new case inside of a box with 2" of styrofoam on all 6 sides, to protect it. (Why $79? No shipping was offered, I know better now.) I patiently waited eight (8) weeks, (yes, eight weeks or two months) not knowing what to expect as there were so many horror stories surfacing on the web and forum. Then, the news came, my faulty unit was to be returned, completely repaired. Once more, life would be good...so I thought. Please see below and feel free to ask questions;

1st Repair- Sent 3/03/15
DJI, LA Diagnosed/Replaced-
1. Damaged Center Frame
2. Right Motor Arm
3. Camera
4. Nose Cap

Was the unit-
*Camera checked? YES- Worked perfectly
*Updated? NO- Pilot App indicates required update (DJI said it was in email)
*Test Flown by DJI? NO- Pilot App indicates no flights after incident (DJI said it was in email)
*Warranty Repair? YES
*Flown after returned? NO- Several issues were visibly evident unit was not fit for flight.

Returned 4/23/15

***Turn around time- 8 weeks (as expected with typical RMA)

Upon return, the following issues were noted;
1. Did not replace obviously cracked front, left arm as noted on RMA and in email(s)
2. Right/Left rear motor arms were different lengths and were not installed properly
3. Center frame (in travel & landing gear down) was out of square to the left @ approx 7degs (+/- .5deg)
4. The props (@ nose, landing gear down) left to right were not aligned. The left prop tip was @16-1/8 while the right prop tip was at 16-5/8
5. The Right Rear Motor was out of alignment. Motor tilt should be between 4 & 5degs, R/R Motor was @ 9degs O/S (+/- .5deg)  
6. Front span of unit was wider than rear span to center of prop thread by 1/8”+
7. 1-week old case came back with a sufficient amount of Interior/Exterior damage and missing shipping transport foam pieces
8. New props/locks not shipped with unit

*Action taken- Called XXX of XXX, XXX on 4/23/15 and was instructed to retain new RMA from DJI and email him with issues. After several attempts, unit was returned via an RMA-ESC and return shipping label from DJI, LA

2nd Repair
-Sent 5/04/15
DJI, LA Diagnosed/Replaced-
1. One Motor (which one?)
2. Central Frame Unit (Again? See item 1, under 1st Repair)
3. Left Motor Arm
4. One ESC Board (which one?)
5. Battery Plate
6. Props
7. Case (original damaged by DJI on 1st repair attempts)

Was the unit-
*Updated? YES- Pilot App indicates ‘Newest Firmware’
*Test Flown by DJI? YES- Pilot App indicates flight
*New Props & Locks (pre-installed) Included? YES- 2 sets each= 4 props/4 Locks
*Warranty Repair? YES- Repair completed on Friday 5/8/15 and shipped ‘Overnight Saturday Delivery’, via FedEx to WRONG ADDRESS on same date. Correct and NEW address was clearly typed on RMA. (Luckily, the new owners of the house held the door tag for me) Had to pick the unit up at the FedEx hub as no one was to be at our new home to sign for the unit during the week and I did not want the Inspire returned. The drive was 70 miles, round trip and took 2-1/2hrs to complete (driving only)
*Flown after returned? NO- Camera issues and missing securing hardware. The unit is still not fit for flight.

Returned 5/09/15

***Turn around time- 5days (Kudos!) and packed to the hilt!!!!

Upon return, the following issues were noted;
1. Camera responds to gimbal directions given but now does not show video/photo and shows ‘No Signal’ on pilot app after updates and/or reloads of IOS and Android systems. In addition, camera has been inspected and cleaned with no positive outcome.
2. Airframe Bottom Cover plate is missing mid-section securing screw. There is no evidence the screw was ever installed as plastic sleeve shows no indication of wear or ‘scrub’ marks.
This is the plate holding the camera and gimbal in place.
***Update- The" missing" screw as reported above is actually supossed to be left blank for future adaptaions of hardware, per Marc of DJI. Therefore, I was erroneous in my evaluation.***

*Action taken- Called XXX of XXX, XXX on 5/11/15 and was instructed to email him with issues and thusly, said issues would be forwarded to proper channels at DJI, LA. Email was sent requesting full refund of unit with explanations, in addition to abundant issues concerning Inspire 1, lack of customer service (poor repairs) and no longer having the faith in product to put the unit in the air for fear of safety to all living and structural entities.
Response from XXX was that DJI, would be contacting me “…very fast…” to resolve the situation. With the following from DJI, who could blame me for not putting much faith in the product. I'm the one held liable for EVERYTHING THAT HAPPENS. Though this is common practice for companies of this type, as well as in this type of hobby/profession, I'm sorry, but there are too many variables at this point.

“* Notice:
As DJI Innovations has no control over use, setup, final assembly, modification(including use of non-specified DJI parts i.e. motors, ESCs, propellers, etc.)or misuse, no liability shall be assumed nor accepted for any resulting damageor injury. By the act of use, setup or assembly, the user accepts all resultingliability.”


*Current date of this posting 5/19/15…and still no word from DJI. (que the Elvis music...I feel so lonely, I could die.)

In closing, I am the not so proud owner (requesting a refund) of a 3-1/2 month old Inspire 1, with 8 flights and less than 20 minutes air time, who still can't do a darn thing but- leave it in it's case while awaiting a response.

I promise to update with any GOOD NEWS should the opportunity present itself.

>To 'dundee'- Thank you for the very generous offer of assistance with the camera issue and posting your personal SKYPE info.
>To 'Abe'- If your reading this buddy, I feel your pain.
>To 'Mike Starley'- Thanks for the laughs and finding your space bar...kinda.

A SWING...and A MISS!!!
...more like a foul ball if you ask me.


Thanks for reading, -S.N.

2015-5-19
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info
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You have no idea how much I can relate to you right now. Good luck with yours, I am also trying to figure my situation out.
2015-5-19
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Sky Ninja
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info@thepixelbu Posted at 2015-5-20 11:57
You have no idea how much I can relate to you right now. Good luck with yours, I am also trying to f ...

info- Sorry to hear the bad run of luck has reached you as well, sir. If it makes you feel better, talk to me. Tell me what's up...
2015-5-19
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michaelanthony.
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United States
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I am truly on of the lucky ones, and I pray I remain that way. Sorry to hear of your troubles  - Both of you.
2015-5-19
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lethbrp
Second Officer
United Kingdom
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This is outrageous behaviour on behalf of DJI. They should be falling over themselves to correct such shoddy behaviour. I don't blame you for seeking a refund, I would too. They really need to up their game. I dread the thought of having to send my Inspire off (for any reason).
2015-5-19
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Sky Ninja
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michaelanthony. Posted at 2015-5-20 12:49
I am truly on of the lucky ones, and I pray I remain that way. Sorry to hear of your troubles  - Bot ...

michaelanthony- I truly pray you STAY one of the lucky ones, as well.  I have faith you will and I wish you nothing but safe and enjoyable flight.

Thanks for reading and posting,

-S.N.
2015-5-20
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Sky Ninja
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lethbrp Posted at 2015-5-20 15:53
This is outrageous behaviour on behalf of DJI. They should be falling over themselves to correct suc ...

lethbrp- I agree about the behavior of the current customer relations trend and feel I have been patient enough. It's not like there has been a request made for special treatment toward me, as many others require assistance as well.  Many thanks for your thoughts.

Fly high and land soft, sir.
-S.N.
2015-5-20
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smcbrearty
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Sky Ninja Posted at 2015-5-20 18:01
lethbrp- I agree about the behavior of the current customer relations trend and feel I have been pa ...

Did you happen to purchase your I1 with an American Express card?  If so, with all that you documentation you have I would call a american express and return the unit.  I know that you will not have the I1. But at least you get your money back
2015-5-20
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Shuffle
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United Kingdom
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I would say I can relate to our upset but as of yet I've had no problem with my phantom and my new S900 hasn't been set up fully yet so I've had no problems and therefore haven't had to deal with DJI's famous customer service so I'm praying nothing goes wrong with my DJI products.... For me if anything was to go wrong with my new drone I would literally cry after the amount of money and excitement I had put into it.

Hope you get your situation resolved quickly!!!! And can I ask will you be buying another inspire? If not will you be buying another drone?  
2015-5-20
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PeteGould
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I am so far one of the lucky ones who has had no issues.  But clearly you have LOTS of company - thus the enormous service backlog.  And it sounds as though in addition to the backlog, the service center is under such enormous pressure to push things through the system that quality control over service has flown out the window as well.

I can only imagine how many sales DJI is losing as potential future customers read these reports on this and other forums.  They could tank their entire company if they don't fix this (I wouldn't be surprised to hear they have lost $millions in sales already, due to their increasingly damaged reputation).

What DJI desperately needs to do is make a public announcement acknowledging the issue, telling us EXACTLY what they are doing about it, and providing a timeline for major reforms in customer service and repair.  If that doesn't happen and these problems continue, I think DJI will lose so much of its client base to competitors that it will ultimately fail as a business.
2015-5-20
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GrahamJ
Second Officer

Australia
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I am astounded that after all of this, there is still ZERO commentary from yours truly, DJI!  Nuf said...
2015-5-20
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Wildcat Willie
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Canada
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It seems to be a Chinese phenomenon...Last year I purchased  shelter purchased from a company in China...They are listed on Alibaba...As luck would have it we had 90 to 100km winds that tore it out of the ground and flipped it over...After disassembling it I figured that 25% of the steel was mangled and asked the company for a quote on replacement parts...Boy did that screw up their customer service...They first said they didnt remember selling it to me...Then could I send them pictures...Finally got a quote but they couldn't understand the concept of giving me a quote  including shipping...Finally gave up and thanked them for wasting my time...The shelter goes off to the junk  yard and learned my lesson...I will replace the shelter with a used Sea-Can...It seems Chinese companies are clueless when it comes to Customer Service...I think DJI is learning painful lessons one step at a time...
2015-5-20
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jhogge
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Good luck with your refund. DJI seems only interested in collecting your money and once that is done.. you are dead to them. I have never seen such horrible customer service, lack of communication, or general disdain for your own customer base as DJI demonstrates. There are other companies that are growing and producing competitive products now, they will not have to try hard to provide better service than DJI.
2015-5-20
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Gatorone30
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GrahamJ Posted at 2015-5-20 22:47
I am astounded that after all of this, there is still ZERO commentary from yours truly, DJI!  Nuf sa ...

I agree. It truly amazes me that DJI does not come out and admit there is a customer service problem that needs to be immediately fixed and a shoddy repair department with horrible quality control.

I fear that it will take a lawsuit to truly get their attention.
2015-5-20
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Sky Ninja
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info@thepixelbu Posted at 2015-5-20 11:57
You have no idea how much I can relate to you right now. Good luck with yours, I am also trying to f ...

Message received, sir.
2015-5-20
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Sky Ninja
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smcbrearty@roge Posted at 2015-5-20 18:21
Did you happen to purchase your I1 with an American Express card?  If so, with all that you docume ...

smbrearty- Thanks for reading and the comment. Indeed the unit was purchased via AmEx. In addition, contact has been made with the originating, authorized DJI dealer, informing him of the situation and intent. Being a business owner myself, I felt a professional courtesy call to be in order as he will actually be the one who takes the hit on the amount being refunded. He and I are currently attempting to bend an ear at DJI, HQ of North America by forwarding the same information provided to the contact mentioned in the original post. Possibly, two emails from opposite sides of these great states will induce a more responsive atmosphere toward my being assisted by DJI.  Though it may seem unfortunate there would no longer be possession of the Inspire 1 (of which I honestly wish all the best to each and every owner) there would be the deep sigh of relief, ending the ordeal...at least on my end. Please pardon me if I sound a bit self centered for the ending comment as it is not my intention.
2015-5-20
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Sky Ninja
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Shuffle Posted at 2015-5-20 18:47
I would say I can relate to our upset but as of yet I've had no problem with my phantom and my new S ...

Shuffle- Your support and thoughts are much appreciated. As well, I truly hope the only real excitement you experience while flying, is capturing "The perfect shot."

As to your inquiry of my purchasing another Inspire, it is doubtful at this time. I do have sights set on two other companies right now. Who knows, they might prove interesting.

-S.N.
2015-5-20
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Sky Ninja
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PeteGould Posted at 2015-5-20 18:56
I am so far one of the lucky ones who has had no issues.  But clearly you have LOTS of company - thu ...

PeteGould! It's a pleasure to see your comment. I have learned a tremendous amount of information from following posts you were included in that were dedicated to filming, electronics, etc. You are an asset to this forum and I appreciate the way you offer good advice.

As I understand it, DJI may be seeing a bit of 'The Light' concerning customer service by possibly opening a few more locations up to address the abundance of issues being faced by their faulty units.

Where customer losses are an item, I can only speak for myself in saying, they have indeed lost my faith and trust in their product as I have no future plans in purchasing their product(s). Again, that is my opinion and, each person should pick or choose their own way. My reason for this post is simple, I have a somewhat personal reason for doing so. Not vindication, that's way too transparent and obvious, not mention only works in the movies. No, instead it for awareness and the hopes that one not be taken in by the 'P.F.M.' (Pure Freakin' Magic) and instead allow for the real facts;
This could be the fastest $4k you've ever lost, whether your fault or not.

As to your thoughts on DJI needing vast improvements, I agree. it me as funny that a company who produces such 'Space Aged' technology has such 'Stone Aged' customer service.

-S.N.
2015-5-20
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Sky Ninja
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GrahamJ Posted at 2015-5-20 22:47
I am astounded that after all of this, there is still ZERO commentary from yours truly, DJI!  Nuf sa ...

GrahamJ- I love the way you keep it real, man! You do your countrymen proud, sir.

And by the way, I agree with your thoughts, 100%.

Thanks and...Stay REAL!

-S.N.
2015-5-20
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Sky Ninja
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Wildcat Willie Posted at 2015-5-20 23:28
It seems to be a Chinese phenomenon...Last year I purchased  shelter purchased from a company in Chi ...

Wildcat Willie- Sorry to hear you have also experienced such lack of service, even being from another company. There is definitely a cultural difference...

Not to be redundant but I mentioned to PeteGould- 'Space Aged' technology, 'Stone Aged' customer service.

Thanks,
-S.N.
2015-5-20
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PeteGould
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Sky Ninja Posted at 2015-5-21 06:47
PeteGould! It's a pleasure to see your comment. I have learned a tremendous amount of information  ...

Sky,

Thanks for the kind words.

Sorry to see you go, but I completely understand.  I think a lot of us would have had second thoughts if we had come along at this point instead of preordering.

And I do think a lot of this is cultural (and I've said THAT before, too).  There is clearly a world of difference between doing business in China and doing business in the US or other western countries.  There's a longstanding set of norms in the US best expressed thus:
Rule #1: The customer is always right.
Rule #2: If the customer is EVER wrong, refer to Rule #1.

I think this concept does not exist in China.  I think the deck there is much more firmly stacked in favor of the manufacturer or supplier, with far fewer protections for the consumer and thus a completely different set of expectations from a client base.  To the Chinese, western consumers must seem incredibly spoiled and self-entitled.  But however foreign that concept may be, it is essential for DJI to make that mental adjustment if they are going to do business with the West.

I also suspect that because intellectual property is so poorly protected in China, a Chinese company may be thinking much more about protecting that property in every way possible, which would lead to centralized control over service.  After all, why train regionalized service centers (who might be employing your competitors) how your most groundbreaking products work?  But again - in doing business in/with the West, that mindset must change or you end up with the mess DJI is in right now.

I really do hope they fix it.  The Inspire is only one of a number of genuinely amazing products that DJI has introduced into the market.  I'm sure they have more to offer.  But they HAVE TO fix this customer service and repair fiasco before it destroys them.
2015-5-20
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RichJ53
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Sorry Sky Ninja dude! This is such a sad tail of gloom and doom. You have definitely kept a good attitude through the process and I sincerely hope you get some satisfaction in the end.

None of us like to hear this kind of story and all of us would like to be treated fairly when bad things happen.

Rich
2015-5-20
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Sky Ninja
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jhogge Posted at 2015-5-21 01:12
Good luck with your refund. DJI seems only interested in collecting your money and once that is done ...

jhogge- Thanks for the support!

In all honesty, the only problem I have with obtaining a refund, is the fact that the dealer will be the one actually taking it on the chin for the funding. It does weigh a bit on the mind, knowing the small business owner and not DJI is the one it will damage more. DJI has made their considerable earnings known however, I'd be willing to bet, kind of like a puffer fish, they aren't as big as they might first appear. In that, I believe you may be on to something with concerns to the current lack of customer service in mine, and the case of many others.

Again, in my opinion, (and in the proven world of business) customer service over name, will gain and maintain a much larger, loyal customer base, than the current silence being broadcasted by DJI.

Interesting thoughts.

-S.N.
2015-5-21
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Sky Ninja
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PeteGould Posted at 2015-5-21 07:05
Sky,

Thanks for the kind words.

PeterGould- Great intuition!

There is indeed a huge cultural difference between ours and the world in which DJI China operates. As a matter of fact, without those differences, I doubt we, as forum members, could speak as freely as we are at this time. Over and over I am thankful of being able to live life in America the Great. I would trade it for no other. Though she is not without her own issues and/or problems, she is indeed a God send.  

I agree with the fact you stated, competition is indeed fierce and cut throat in China and abroad. But, as thousands of companies have learned, albeit some too late, dialing in and trusting what the customers needs are, is just as important to the foundation of a solid company as mass producing a product. In my opinion,( which I seem to have a lot) DJI's top standing is a temporary thing. They know they've caught and cornered the market on a particular (and somewhat addictive) item and they are going to make as much money as they can before the ride is over. It's called capitalizing and it truly is everywhere.

Then again, who am I? Can't say I've got $10 Billion to pull out of my back pocket.

Stay sharp Pete.

-S.N.
2015-5-21
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Sky Ninja
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RichJ53 Posted at 2015-5-21 08:49
Sorry Sky Ninja dude! This is such a sad tail of gloom and doom. You have definitely kept a good att ...

RichJ53- Your posting is much appreciated and well met, sir.

I am truly amazed by your knowledge of these LiPo batteries and many other aspects of these flying 'gizmos'. I've learned and applied a ton the knowledge you have passed on through your posts. My sincerest thanks and hope that you keep those intelligent pointers, facts and lessons flowing. Without those who properly teach, knowledge is lost and we, as a people, are set free in the abyss of life to wonder aimlessly. Kind of like I seem to be doing right now...hmmm.  

All kidding aside, my apologies for bringing gloom and doom to an otherwise amazing subject. It really is a thrill watching these machines for the first, second and umpteen thousandth time, lift into the air. And yet, it's heart wrenching when things go awry.

My hopes for the Inspire were to provide a means of air S.A.R, crop surveillance and introducing an amazing technology that was easy to maintain while proving beneficial for my community and surrounding areas. Oh well, it just isn't in the cards right now.

My hopes for YOU, are that you stay in the air and keep doing great things.

Eye to the sky, my friend.

-S.N.
2015-5-21
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Ph02on
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Sky Ninja

I am flabbergasted by the way that you have been treated.  I am also even more surprised that DJI LA technicians do not have their work checked.  I can only speak for UK Engineering firms, but my company and any decent outfit will ALWAYS have their work checked or inspected prior to dispatch to a customer.  This is not because we don't trust our technicians work, but because we value customer satisfaction first and foremost.  Reputation is everything.  It takes years to build it and seconds to destroy it.
I am sure Tahoe -Ed will disagree with me, but that LA outfit sounds like it is being run by a bunch of cowboys.  There is NO excuse for declaring work to be done and complete when that is clearly not the case and even worse, no Final inspection of said work.  In my company, that would be considered Gross misconduct and the technician/s involved could be liable for dismissal.  I really hope that you get this sorted asap, because the way you have been treated is quite frankly disgusting.

All the best my friend.

Jason
2015-5-21
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GrahamJ
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Australia
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Gatorone30 Posted at 2015-5-21 04:06
I agree. It truly amazes me that DJI does not come out and admit there is a customer service probl ...

Cheers mate...  Unfortunately, it looks like DJI does not respond to most things on this forum.  Many members offered various theories for why not.  I think that DJI probably positioned this forum as purely a public collaboration tool between members, and not a vehicle for bidirectional feedback.  But then, we've seen DJI remove community posts if it seems too pointy.  So, I really can't understand why this forum is not managed appropriately.

Surely, an awesome, progressive, innovative, tech powerhouse like DJI wants to incorporate best practice techniques for differentiation and competitive advantage in our fast-paced commercial world?

I tell you what boys...I'll write the CEO and ask!  I've seen enough, and love their products too much to see it crash and burn!
2015-5-21
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GrahamJ
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Australia
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Sky Ninja Posted at 2015-5-21 06:50
GrahamJ- I love the way you keep it real, man! You do your countrymen proud, sir.

And by the way ...

Hehehe...cheers mate!  I feel motivated to write the CEO and pose this to them.  Seriously.  I would actually love to have a meaningful dialogue with the big boss to get a definitive answer, amongst all the speculation that clouds why they don't use their forum for bidirectional feedback, etc.

All for one, and one for all, and all that stuff boys!
2015-5-21
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arunmehta
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My thoughts:

Most electronics that are manufactured in China and sold in North America  come with a 90 day warranty and do not require service in that period. Inspire one is unique in that it does require service MOST of the time in that time period. The culture and the manufacturing setup in China is NOT prepared for service like this. Most products we buy from China do not Fly and come back from 5000 feet each use without fail in software or hardware!!  I think DJI is having growing pains and hopefully will learn from it that their product is innovative yet TOTALLY different from other products made in China.
2015-5-21
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Abe
Second Officer
Flight distance : 524032 ft
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Wow, Sky Ninja - what a nightmare! So far my experience is that when you can actually talk to someone, they seem competent and compassionate but helpless in an overburdened, highly inflexible system. You never talk to the same person twice and each call is like starting from scratch. So progress with ongoing problems is nearly impossible. The one-size-fits-all process is inefficient and ineffective when dealing with special case situations like yours that should clearly be handled more expeditiously. But all they have is a hammer so we all look like nails.

Even the "rate our service" email they send after each interaction seems inappropriate and silly, seeing as the ticket gets closed by DJI, not the customer, and they aren't even asking the right question, which should be "did we fully address your problem to your satisfaction?"

The damage DJI is doing to themselves is close to irreversible for a large number of customers, and the moment another company puts out a competent product there will likely be a mass exodus from DJI. The most interesting thing here is that the whole problem could be addressed very quickly if the company had experienced executive management.
2015-5-21
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Michael Starley
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United States
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Your.                         Very.                                   Welcome.                                     B        T        W                                 Quit.                                         Your.                    Bitchn.                                                  
2015-5-21
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Sky Ninja
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Gatorone30 Posted at 2015-5-21 04:06
I agree. It truly amazes me that DJI does not come out and admit there is a customer service probl ...

Gatorone30- Greetings!

I agree with your thoughts. The customer service is lacking to say the least and, as for the QC in the repair facility, it's an experience I wouldn't recommend.

Keep those thoughts coming and thanks for reading.

-S.N.
2015-5-21
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Sky Ninja
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Ph02on Posted at 2015-5-21 20:03
Sky Ninja

I am flabbergasted by the way that you have been treated.  I am also even more surprised  ...

Ph02on- Like the screen name, clever!

Thank you for you interest and comments. QC does seem to be, well, we can politely say, less than deplorable. It's almost as if there are several different personalities within the mind of DJI.

As to what you posted in all, your 'fire' is what keeps the world turning! Keep burning bright!

Thanks,
-S.N.
2015-5-21
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RichJ53
Captain
Flight distance : 1626135 ft
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Sky Ninja Posted at 2015-5-21 18:37
RichJ53- Your posting is much appreciated and well met, sir.

I am truly amazed by your knowledge ...

Sky Ninja,  

The warmest ... you are welcome and thank you for the nice comments. We are all learning here and you have my support!

Please keep us posted of the outcome with DJI.. We can only wish you have the opportunity of getting a new Inspire 1 aircraft that will provide you with hours of pleasure and video shots

Rich  
2015-5-21
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PeteGould
Second Officer

United States
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Sky Ninja Posted at 2015-5-22 10:40
Ph02on- Like the screen name, clever!

Thank you for you interest and comments. QC does seem to be ...

Have you seen this comment on the Forbes Magazine article by "ExperiencedFlier"?
2015-5-22
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Sky Ninja
lvl.4

United States
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Michael Starley Posted at 2015-5-22 03:46
Your.                         Very.                                   Welcome.                       ...

Michael Starley- Hello , sir!

Scottie, beam me up.

Your current post reminds me of a somewhat famous actors mannerisms- Bill Shatner.  At that, i can only say, my hopes for you are...great flights..without...........any...troubles. Kirk out!

Thanks for posting,
-S.N.
2015-5-22
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Sky Ninja
lvl.4

United States
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GrahamJ Posted at 2015-5-21 20:40
Hehehe...cheers mate!  I feel motivated to write the CEO and pose this to them.  Seriously.  I wou ...

GrahamJ- Aye!

Indeed, all for one, one for all and all that stuff boys!

I raise a glass to you, sir!

-S.N.
2015-5-22
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Sky Ninja
lvl.4

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arunmehta Posted at 2015-5-21 21:28
My thoughts:

Most electronics that are manufactured in China and sold in North America  come with a ...

arunmehta- Welcome!

You, my dear man, are correct in what you have posted, DJI, China is indeed, NOT setup or prepared for a service oriented environment. As you well noted, this is in fact, a 'unique' product. DJI may undeniably be having growing pains in several aspects of their company and rightfully so. However, to be equally fair to those of us who have believed in the product and its highly self proclaimed abilities (yet to be realized and/or materialize) to place an order only to have it fail all aspects of performance, I believe it fair to say, said unit is not ready for full production, sales or public use.

As many have confirmed, the potential of this machine is incredible, but it's performance level is yet to be proven in many aspects.

Please, do not take this as an argumentative stand point, instead, please accept this as my humble and somewhat skewed view of the world we call DJI.

Great post!
-S.N.
2015-5-22
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Sky Ninja
lvl.4

United States
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RichJ53 Posted at 2015-5-22 12:17
Sky Ninja,  

The warmest ... you are welcome  and thank you for the nice comments. We are all lea ...

Richj53- Again, your support means the world!

I can only say, it is indeed my pleasure to read the intelligent, well formed and thought out information that proves itself time and again, you often provide. DJI would do well to take your example.

I will keep the forum posted, good or bad, concerning the unfortunate situation.

Many thanks and well wishes.
-S.N.
2015-5-22
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Sky Ninja
lvl.4

United States
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PeteGould Posted at 2015-5-22 21:44
Have you seen this comment on the Forbes Magazine article by "ExperiencedFlier"?

PeteGould- Fantastic! What a good read and THANK YOU for bringing it to my attention!

What a frank and intelligent piece of work. I especially enjoyed the  moment of, “All you need to do is to be smarter than others–there needs to be a distance from the masses. If you can create that distance, you will be successful.”- Frank Wang Tao. I wonder if that is the mindset being utilized pertaining to customers and service toward said consumers?

Though the forum rules are a bit stingy concerning this, I must be forthright and mention it, 3DR may have the 'golden ticket', should they prove their customer service worthy of the accolades they are claiming prior to release. It is my mindset that Mr. Quinn/Guinn (have never figured that one out) would not be claiming such amazing things and taking such a hard stance on his opinions, views and statements unless they were true, considering the circumstances. I believe the next six (6) months will prove interesting, to say the least.

Pete (if I may be so bold) thank you posting so openly. A breath of fresh air in a somewhat stale environment, I must say.

Humbly,
-S.N.
2015-5-22
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