hallmark007
Captain
Flight distance : 9827923 ft
Ireland
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SupBro Posted at 2-11 11:29
You make some very good points, as a consumer, I am spoiled with Amazon, and Apple level of customer support, what they have found out is that there are multiple solutions to one problem. In the case of DJI, they have one way of doing things and that's it, there is no flexibility to try something else, even if it saves the customer weeks of frustration.
In my case, I sent my drone for repairs at their California facility, the entire process took about 4 weeks. I have multiple disagreements with their policy.
1. I appreciate the 'FREE' shipping label, however, this is UPS ground, and for those of us in the east coast, it takes 4 business days of transit time just to make it there, I asked if I could pay for my own shipping USPS would ship there in 2 days, thereby cutting the time by 50%!!! DJI's official answer was no. I also asked them to provide me with faster shipping, their answer was also no. I can't think of a multi-billion dollar company being this cheap and only offering customers ground shipping, to me, this is a very simple ask, sure your costs increase, but so does your customer satisfaction, i'm not saying offer it to everyone, but if its asked and demanded for legitimate reasons, do it right away. 2. They told me that my Mavic 2 would be repaired, not replaced with a refurbished unit. I have found, that everytime I have sent my product in for 'repairs' they end up sending me a refurbished unit as the S/N is no longer the same. This infuriates me, why lie to me and why not let me choose if I want a refurbished unit or to repair mine? What gives them the right to choose what to do with my property?3. When I finally received the package from their repair facility, the remote arrived broken, upon contacting DJI multiple times, their solution form their 'higher level' support was to ship the item back to the repair facility for analysis, while I am OK with this, I am not OK with having to wait another 4 weeks for the process to go through on something that wasn't my fault. I asked them to ship me a replacement controller in the meantime, the answer was no. I asked them to upgrade shipping, the answer was no, I kept trying to find ways to make my life easier, and at every step of the way the answer was no. At this point, it became clear to me, that they have no idea how to treat a customer and ease their frustrations. They choose profits over customer service.
I think much is a learning curve for dji, they have built a huge company and obviously decided that developing tech and better drones was what people were looking for “First” because the huge appetite helped them grow to market share of over 75%, so hard to fault this and considering much more people complaining in the early years their share of the market never budged, so demand for their product and further product development was far outstripping the need for excellence in CS, these matters are nearly always driven by customers, customers like to complain about service, but will complain more if they don’t get new and innovative products, this can be clearly when new release products are becoming available, hundreds coming here to find out when why not now my drone is a day late why can’t I get combo now etc etc.
You say you would be prepared to pay extra for more efficient service, well dji do offer insurance programs and although mostly suited to commercial they are available to general user, like quick replacement drone while yours is being repaired etc as well as a whole host of other premium services.
But it is extremely expensive.
I agree that there should be options and CS should be allowed think outside the box and show some common sense, programs and managers should be available for situations that are outside the norm etc, I’m sure it will get there someday, I have to say from what I read here on this forum certainly over the last two years customer service has greatly improved, and someone like you who believes they are completely useless are very much in the minority.
This is partly born out by your poll, only a dozen people voted and only 4 said they would never buy again . |
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