fanscdc5a03b
lvl.4
Flight distance : 2233904 ft
Romania
Offline
|
Good day to everyone on this forum, I would like to share with you my recent experience with DJI Customer Service, respectively my interaction with DJI GMBH, as I am located in Bucharest, Romania and DJI german service center is the closest to my address.
I consider myself a reasonable customer, and if someone checks my activity on this forum should easily observe that I tend to focus on the positive side of a product, company, not on its flaws.
I am a DJI Customer since the early days of the company and the beggining of Phantom series, I preorded my Inspire in the day it was announced in November 2014, and during the last years I enjoyed flying & using various drones and products released by this company, as Phantoms, Inspire (1&2) Ronin, Osmo etc.
I have invested during the last years a considerable amount of money in this company, but mainly I have invested my enthusiasm and my loyalty, as a customer, doing my best to promote the amazing products developed by this company. On my social media accounts, on personal conversations, I always mentioned that I am a part of the fast growing DJI community, community from which I am very proud to be a part since its early days.
With this little introduction, allow to me share my little story.
As you can observe in the attached photo, my beloved Inspire Pro suffered a crash, due to a sudden in-flight compass error, resulting in damage to one of the motors and the X5 gimbal.
Not a good day for science, but as we all know, when you fly drones things like this happens, so I raised a glass to my white hawk down and tried to put it back in the air as soon as possible.
I followed the procedures mentioned on DJI website and send my drone to Germany, for a repair assesment.
Few days later I received a quatation of around 1800 euros, from which around 1100 euros were just for the X5 gimbal replacement, as it was mentioned ''it cannot be repaired."
The amount required for the repair was much higher than expected, and considering the last drone releases made by DJI it seems a bad investement to pay around 2000 euros for this repair of my good old Inspire 1 Pro.
However, I have invested in the last couple years a lot of money, time and energy in my aerial filming kit (custom landing mode case, 15 batteries, lenses etc.) so I have decided to have it repaired, in order to use it a few more years.
I use my aerial filming kit mainly for volunteering work for ONG's that are trying to raise awareness regarding our cultural, architectural & natural heritage (example in the attached photo) so it was imperative to have it back in the air as soon as possible, with a reasonable repair budget, considering I do not rely on commercial aerial work.
I called the German office to ask them if I can activate DJI care after the repair, and I informed them I would like to pay the bill, asking also to have my damaged gimbal returmed to me, as it did not look severly damaged, only damages to its exterior plastic frame.
Also I was not informed, prior of sending the drone in Germany, that my damaged parts will not be returned if I decide to have my drone repaired.
My previous experience with DJI GMBH was great, very polite and helful, so I was expecting to have this problem solved asap.
Unfortunately the lady who answered the phone made all my previous DJI experience go away, as I rarely encountered such ruthness, lack of politeness and communications skills.
Simply put, my worst customer service interaction ever.
At one moment I kindly asked her name and ask her to change her tone and attitude, as I am a customer of the company for which she is working for.
To my surprise, she refused and informed me that if I have nothing else to add, she will hang up the phone. Which, to my surprise, she did.
I called again and kindly informed her that I would like to have her name, also informing her I am recording the conversation.
She refused again, also informing me that she does not agree to have this conversation recorded, than she hang up the phone again.
I tried to call again, several times, she hang up each time I tried to introduce myself.
Eventually I called a different departement, of sales, where a very polite gentlemen, named Marcel, tried to assist me with this matter, unfortunately it was his call and I had to sort this problem with the repair department.
So I wrote an e-mail to the DJI Care department, asking if I can have DJI Care activated after this repair.
I received very fast an answer which informed that I will be able to activate DJI Care on this repair product in the following 72 hours since its repair.
So today I called again the german office, in order to provide my company info for the bill and see if I can have my gimbal returned.
Unfortunately, I had to talk with the same lady, again, which had the same extremely impolite & ruth attitude.
First of all, she informed me that I cannot be assured of DJI Care activation, as that will be decided by DJI CHINA.....
I tried to tell her I already have a confirmation from DJI Care on that subject, she replied she knows better and I should listen to her.
I asked her to have my gimbal returned, as I was not informed of this procedure before sending my drone to their office, she replied I should have known about it ?!
I asked her again to change her tone, she replied I am not listening to her...
And it went like this for a few minutes, like she was doing a great favor listening to me, out of her courtesy and pitty.
Like I was not a customer of the company she works for.
Like I was not calling to pay a 2000 euros bill...
Eventually I got her name, Long, as my booking agent in Germany (when I do not fly I am a musician) called their offices and managed to get her name.
Short story long, Miss Long has nothing in common with this company and its values, as I see them and as they are presented by the company.
And this is simply unacceptable, considering we are investing our money, time and energy in this company.
I do not ask or expect special favors from DJI for being their customer, it is my choice to use their products and I am really satisfied with the results achived in the last years using DJI products.
But this type of customer service has no place in this company.
And I really hope someone will look into this matter, in order to avoid this type of customer service in the future.
Bottom line, I would like to have my drone repaired & my DJI Care activated, with my damaged gimbal returned to me, as I am required to pay almost 2000 euros for this repair.
Which, let's be serious, it's a ridicoulos amount of money for the repair of a drone which is outdated, as technology & features.
My case number is CAS-2042448-N3S4Z6
Hopefully someone that really enjoys working for this company would be able to take care of this matter.
|
|