I crashed my drone after loosing signal when flying it with a broken remote. Is important to note that the remote is missing an antenna, it is obvious at plain sight that is broken. I sent the drone and broken remote to DJI for repairs. I followed all the instructions from DJI technical support so the could assess the damage. Their assessment was that drone crashed after loosing signalI from the remote. DJI advised that was not covered by warranty and that I needed to pay for the repair. I asked the Technical support representative via email to quote me for the repair of both drone and remote. DJI quoted the repair, I thought it was fair since they sell a refurbished drones like mine with batteries and remote for a little more of what they quoted me. I agreed to the fee DJI quoted and paid in advance for the repair.
To my surprise, DJI only repaired the drone and sent the broken remote back. I contacted DJI and asked for an explanation. DJI's answer was that I never quested the remote to be repaired. I wrote back and I requested then to read the email history on the case, as the request was made in writing via email.
Since I prepaid for the repair, I have no leverage with DJI. They are telling me that a refund is not possible because they sent me another drone and my old drone was their property now. I was also told that my remote had no serial number which is absolutely false because DJI sent an email conformation of receiving the drone and remote with their respective serial numbers. I purchased both through the DJI website.
My complains are, 1- DJI only performed 50% of the quoted repair. 2- DJI dropped the ball by not clarifying the scope of the work. 3- DJI never communicated of additional charges for the remote. 4- DJI at no point informed me that remote was not going to be repaired. 5- It took over a week and two follow up emails for a supervisor to contact me after it was escalated by the technical support rep. 6- DJI is selling on their website refurbished drones for much less of what they charge to repair them.
I'm still talking to DJI regarding the incident. Unfortunately, DJI responds once a week making this a very slow and stressful process.
Consumers please be careful when paying for DJI repair services and look at their website for cheeper options.
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