DanMan32
lvl.3
Flight distance : 2489501 ft
United States
Offline
|
I'm hoping a DJI moderator can help.
I purchased a Mavic 2 Zoom at the end of August and subsequently purchased Care Rrefresh soon after.
On Sunday, 10/7 I damaged both my Mavic aircraft and remote. That afternoon I submitted a repair request, opting to have a repair evaluation rather than an epress refresh.
On Tuesday, 10/16, DJI Support emailed me, acknowledged reciept of my aircraft, remote, gimbal/camera attached to the AC, and a pair of props. Case # CAS-2321009-H9R7J6
was allocated to the repair.
On Wed 10/17 I received email that the repair was evaluated, and I will be emailed an invoice within a couple business days. The repair of the remote was put under a different case #, but I have no issues with how that proceeded.
The same day, Wed aftermoon I received an invoice for the aircraft. This is where I have an issue.
The invoice itemized the repair cost both parts and labor, totalling $233. What I failed to realize was that the bottom line total amount was for the refresh replacement fee of $119 which is what I paid through Paypal.
Early the next morning I realized my mistake, and emailed DJI support using email address support.us@dji.com as a forward to the invoice email, indicating I wanted to have the AC repaired, rather than use up one of my refresh incidents. Since I had used a forward, the case number was in the subject line of the email.
I never received a reply to the email. Instead I received emails later that Thursday indicating my AC/remote was repaired, and subsequenlty shipped.
I would have paid the additional $114 for a total of $233 (plus the cost of extra set (not just a pair) of props which i had also asked for), had the unit repaired, and saved my first refresh for a more serious incident but I was not given the opportunity to select having it repaired rather than replaiced.
It seems nobody at DJI seems to ever read a customer's email or case notes.
What can be done about this so I can save my refresh for a more "stormy day"?
One other note: the original case was split with the remote moved to new case # CAS-2375805-C7R4C2. That case was handled well, but I don't see it attributed to my DJI account.
The support site needs fixing. If one is already logged in, it should be easy to get to one's cases and not have to enter one's case # and the captcha code to view the progress/details. Also what does show never seems to go to completion. My Phantom repair 2 years ago still shows to be in progress rather than a history.
|
|