Jeffuk
lvl.3
United Kingdom
Offline
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Extremely dissapointing.
I was an early order customer which I placed to DJI via Amazon. Placed via Amazon because I had a trip that might have clashed with a delivery date and I needed a safe and easy process to cancel the order. I asked DJI to confirm when roughly they were sending them but instead of answering they directed me to ask Amazon when it transpired they knew full well that they would not be sending stock to Amazon to fullfill but sending them from China, something not mentioned on the Amazon listing which clearly had it as a Prime delivered item fullfilled by Amazon a misrepresentation that breaks Amazon rules.
To cut a long story short after others started receiving theirs and other UK retailers receiving stock I cancelled the Amazon order and ordered the OP from a UK dealer and it was delivered the following day, literally around 8 hours after I ordered it. Several days after cancelling the order I received an email from DJI, having explained clearly that I now had the OP and was using it and had already bought it and wished to cancel the order they told me that they had sent it and asked again that I wished to cance causing a further delay. If they had actioned my original request when they received it then they wouldn't have sent it from China to the UK.
DJI flatly refused to refund the item and to take responsibility for their error and delay, until it had been returned to them even though it was DJI that had caused the problem. It travelled from China to the EU DHL hub then to Heathrow UK and then to our local regional DHL hub and a then a delivery agent and delivery was attempted which we declined as instructed by DJI. I aksed DJI to refund the item again now that tracking showed we had refused delivery as DHL was under DJI's control and not ours. Several days ago the DHL tracking shows that DJI have received it back.
I have asked DJI repeatedly to simply confirm that it will refund me but they sent me patronising expressions of sorrow for the inconvenience they had caused me, they flatly refused to refund and they now simply ignore my requests, still have my cash, have the OP back safely with them and I have now to call my credit card and raise a chargeback to get my refund which will take months to resolve. This is not what a customer should have to go through when DJI have messed up.
With all of the other false promises about the function of the OP, the faulty AFC and about the missing app functions I feel that it is a shame that such a potentially exquisite piece of engineering kit is let down by such appalling customer service.
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