Muchmore
lvl.4
Flight distance : 568714 ft
United States
Offline
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On July 14th I purchased a DJI Refresh for my Mavic Air. It had drifted into a pole while hovering, maybe pilot error maybe not who knows. I paid $89 for the replacement unit instead of waiting on free repairs. After hearing nothing from DJI I called on August 6th (3 weeks later) to check the status. It turns out it was delivered to the wrong building of DJI because the UPS label that was provided had the wrong return address. My Air had set at one their buildings for several weeks not knowing what to do with it until I called.
DJI had given me a shipping label with the wrong return address on it. DJI will email the label to print as part of the Care Refresh package.
When we all figured out what happened I asked for a refund of my $89. If I would have known the process would take 4 weeks I would have never paid for express repairs. After multiple phone call's today they have officially denied refunding my money. This is a major fail from DJI from a customer service standpoint. I paid for Express Service, was provided a label with a wrong address, waited 4 weeks for service and I am still being charged.
I paid for Care Refresh but received a regular warranty repair service time, and now no refund. Fail, fail, fail, fail DJI.
Case #CAS-2012589-V5M8J1
July 14th--Air sent via UPS to DJI with a DJI shipping label provided by email.
August 6th--I called to check on the status and they realized the shipping error. They immediately got in touch with the other building to see who received it.
August 7th--I asked for a unit to be shipped NOW instead of waiting for them to receive my unit. It was their shipping mistake--don't punish me for their mistake.
August 10th--A replacement unit will be finally shipped with NORMAL GROUND service.
DJI supplied me with a shipping label with the wrong shipping address, let my unit set around for 3 weeks before recognizing it, and is still charging me for "Express Service"
Juicy the supervisor in care refresh--very polite and very good customer service. He started the ticket to refund my $89.
Russ the supervisor (Employee ID 420) in After Sales Care made a big mistake by denying me a refund and blaming it on UPS. He refused to take responsibility for the error of giving me a wrong shipping label and said I am not just paying for express service but also for a replacement unit, which they are fulfilling, however late it is.
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