I ordered about 4 weeks ago 2 mavic pro platinum batteries. the box that arrived was not disturbed in any way and when i opened it there was nothing inside the box apart from a picking list! Now i am being told by Rovy from customer support that because the package was signed for i cannot get a refund! I NEVER RECEIVED MY ITEMS!!

This is when I opened the box and the other image is the picking list that was inside it

it was not a 3rd party reseller! it was bought through the dji store!

Marauder2k9 Posted at 5-9 08:54
it was not a 3rd party reseller! it was bought through the dji store!

Sorry for the unpleasant purchase experience with our online store, I managed to get the order number via your Forum account, and we have escalated to the related team for investigation. Just to verify, was the box sealed when you got it?

Yes the box was sealed

Marauder2k9 Posted at 5-9 22:21
Yes the box was sealed

I see our logistics team has communicated with you of the DHL investigation that you accepted the package without a mention about the repacking. We understand you don't agree with it, your concern has been escalated again to the team for further investigation, we will keep you posted once there is any update.

Repacking? what does that mean? it was not repacked to my knowledge it was sealed and packed properly just there was nothing inside it

According to dhl the box weighed 0.12 KG

according to your own site just one of these batteries has a net weight of 240g the box was too light when it was received by DHL

Marauder2k9 Posted at 5-10 00:48
according to your own site just one of these batteries has a net weight of 240g the box was too light when it was received by DHL

Well received. All information has been forwarded to the designated team for further investigation and we'll keep following up.

You can understand how this is unacceptable, ur customer support guy Rovy had closed this case after i had expressively told him that you had sent me an empty box, i spent £170 and i wasnt going to get that back and even after being told that the package was too light at the point it was received by dhl it still seems like nothing is happening! this is unacceptable

Marauder2k9 Posted at 5-11 01:15
You can understand how this is unacceptable, ur customer support guy Rovy had closed this case after i had expressively told him that you had sent me an empty box, i spent £170 and i wasnt going to get that back and even after being told that the package was too light at the point it was received by dhl it still seems like nothing is happening! this is unacceptable

The related is investigating again and we will keep you posted once we get an update, please bear with us, thank you.

Marauder2k9 Posted at 5-10 00:46
According to dhl the box weighed 0.12 KG[Image]

Well thats good that you have proof of the weight. Thats is probably your only saving grace and proves that DJI is responsible. Please keep us updated and best of luck!

thanks oige, i will keep updated on this forum. I was sending emails back and forth with one of the customer support team for near a month and they were going to close the case because the package was signed for even though i explained time and time again that the package had no signs of being tampered with.

Marauder2k9 Posted at 5-14 08:43
thanks oige, i will keep updated on this forum. I was sending emails back and forth with one of the customer support team for near a month and they were going to close the case because the package was signed for even though i explained time and time again that the package had no signs of being tampered with.

Ensure that your case has been esclated to a manager and that you want to speak to someone at there head office. That worked for me when I had problems with DJI. It also took 39 days for them to fix it. Unfortunately they move like snails sometimes. But they usually do right in the end. As I said best of luck!

oige Posted at 5-15 11:34
Ensure that your case has been esclated to a manager and that you want to speak to someone at there head office. That worked for me when I had problems with DJI. It also took 39 days for them to fix it. Unfortunately they move like snails sometimes. But they usually do right in the end. As I said best of luck!

thats a good idea ill email and ask if i can talk to someone higher up

apparently one of the supervisors is going to phone me hopefully this leads to a resolution

Marauder2k9 Posted at 5-16 08:07
apparently one of the supervisors is going to phone me hopefully this leads to a resolution

Hi Marauder2k9, I have sent you PM about the latest news of your order, please check, thank you.

you can read my last post - i had huge problem with my order - delayed because they sold a out of stock items. Just a lot of excuses and a promised compensation ( 10 euro) against 4 days ( each day different stories ) and still not received.( mavic air )

oige Posted at 5-14 08:38
Well thats good that you have proof of the weight. Thats is probably your only saving grace and proves that DJI is responsible. Please keep us updated and best of luck!

how possible they sure and then you send them copy of the weight and hopefully they admit! i have issue wirth my order and just bad customer care!!

DJI Mindy Posted at 5-16 19:02
Hi Marauder2k9, I have sent you PM about the latest news of your order, please check, thank you.

Dji Mindy,

you know i have also faced problem with my purchase - so is not the only case ??? as i see problem with orders is not just to me!!

Antonio Napodano Posted at 5-27 11:53
Dji Mindy,

you know i have also faced problem with my purchase - so is not the only case ??? as i see problem with orders is not just to me!!

Hi Antonio, I have updated in your own thread, please check and keep us updated there, thank you.

DJI Mindy Posted at 5-27 22:18
Hi Antonio, I have updated in your own thread, please check and keep us updated there, thank you.

Ever one need to know about the bad treatment !!! I am not gonna stop writing until I don’t get a manager calling me !!!make sure I will write article on all the social media is I don’t get a a manager  calling me or mail where I can send formal complain

Antonio Napodano Posted at 5-28 13:31
Ever one need to know about the bad treatment !!! I am not gonna stop writing until I don’t get a manager calling me !!!make sure I will write article on all the social media is I don’t get a a manager  calling me or mail where I can send formal complain

Your concern has been escalated to the appropriate department for further follow-up, please wait patiently for the manager call, thank you.

Marauder2k9 Posted at 5-15 19:23
thats a good idea ill email and ask if i can talk to someone higher up

I actually did for several days but never a call by a manager

Its been a while since ive been on here so i thought it was worth mentioning i received my 2 batteries a couple of weeks after this forum post. Would of been interesting if i didnt have the photos at the time of opening as to what might of happened though. I was also given some store credit for the hassle

Marauder2k9 Posted at 7-22 18:47
Its been a while since ive been on here so i thought it was worth mentioning i received my 2 batteries a couple of weeks after this forum post. Would of been interesting if i didnt have the photos at the time of opening as to what might of happened though. I was also given some store credit for the hassle

Thanks for getting back to us, glad to know the issue was solved in the end, enjoy flying.

I don't know if its okay to share this here but i did get some great footage not that long ago

Marauder2k9 Posted at 7-23 23:56
I don't know if its okay to share this here but i did get some great footage not that long ago

https://www.youtube.com/watch?v=FAQ2cBS3uzc

You can always share footage in Forum and we welcome you to share. The footage is excellent, keep up great works.