R.MRT
lvl.1
Flight distance : 6240 ft
Spain
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Hey guys,
I see that many people are having issues with the remote connector/charging port. I also had issues myself and contacted DJI. They asked me to send them the remote which I did on the first week of January. Guess what, Today I am still waiting for them to send it back. When they received it, they asked me to pay €115.85 to fix a manufacturing flaw (should be covered under warranty) My options? None, because if I get someone else to fix it for a reasonable price, I lose my product warranty (for whatever it’s worth).
This is quite abusive, right? It only gets worse.
So, because I’m going traveling during the month of February and was planning to do some filming I paid them the money and they tell I should have it in less than 12 days. They fix it in a day and when telling UPS the delivery address they mess up and use my address and the zip code of a different country. To date, 22 February, I’ve had endless calls and emails with them an no one has been able to confirm if they have the remote back. You would think that a company their size with which you spend €2000+ on their products would take responsibility for their mistakes, right? So did I. I asked them many times to send me a remote before I went on holidays, send me a remote while I was on holidays or help me get one from any of their distributors in the country. No sign of intention whatsoever to help. To add insult to injury, nobody knows where my remote is.
I asked for cooperation’s to solve the issue along with the three questions below:
1. How your company compensates its clients for mistakes of this kind.
2. How often you received remotes for repairs related to the micro USB charger. From the online forums, it appears to be high.
3. Whether your clients have the option to get the remote repaired at a cheaper price elsewhere without losing the product's warranty.
I mentioned I was planning to share their response:
The things you want me to comment on our confidential information, not a business in this world will, via its after-sales service, publicize information of that nature, of which I am quite sure you are aware. You don’t set a good precedent for cooperation to work on.
Stefan van den Berk
SUPERVISOR SUPPORT NL
DJI Europe
I became quite concerned about DJI practices at that stage. I talked to a few lawyers about what can be done to save others such an unpleasant experience. It turns out that DJI may be violating our Consumer Legislation in Europe and, if that the case, anyone who has gone through similar problems may be entitled to seek compensation. I have shared this information on different forums and got people contacting me separately. Anyone who wants more information on this or wants access to my communications with DJI, sales, customer support and legal departments can reach out to me on Rafmarti87@gmail.com
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