Hi, two weeks ago I contacted support to ask how to do with some moisture marks on frontal screen of my osmo action 1, the camera worked great (I used it during all my vacations this summer), it had no signs of crash, I always used it with case etc etc. Support offered me to check it through official support and I thought "damn, it's official support" and I send them the camera.

Some days after they offered me a replacement of the camera for 300$ because they said camera was not repairable cause water infiltration. The camera worked great so that was a surprise for me and decide to refuse the offer. Further that's really strange for a device designed to play at 30mt depth, so I wonder if there was something strange in their offer or they sold a fake waterproof device.

Nevermind, I refused and they sent me back the camera. Well, now I wish I never send it to support.

I sent them a working camera with only moisture in front screen (as you can see in the first image)  and now I have a camera with
- a missing screw on the front black case that is broken near the screw hole (image 02);
-  the case has been literaly destroyed (image 03) in order to open it and  the coupling is totally ruined, so frontal cover leaves a lot of space  when mounted (image 04).

I think they had to send me back camera in same conditions it was when they received it and maybe they wanted to replace it because they want to cover this mess made from a not expert operator.


I already contacted support to report this problem but I'm here to share this bad experience and ask for suggestions.

What would you do?

Hi, there. We are greatly sorry to hear about that. We managed to find out your case number through your forum account.  We will make further checks and try our best to help you out.

DJI Thor Posted at 9-3 09:05
Hi, there. We are greatly sorry to hear about that. We managed to find out your case number through your forum account.  We will make further checks and try our best to help you out.

Hi, this is my case number: CAS-10253099-B8R1L4
Here a photo of camera a few days before I sent to support.

Just a question, is it my right ask for a restore of a device to the conditions before they opened it? I don't want a free repair but now it is actually a unusable device, it is also impossible to close without a screw.

sgk381 Posted at 9-3 09:14
Hi, this is my case number: CAS-10253099-B8R1L4
Here a photo of camera a few days before I sent to support.

Thank you for your reply. We have forwarded it to our team and will make further confirmation. Due to the weekend, the reply may be delayed. Please rest assured if there is any feedback, we will keep you updated.

Thanks for your reply.
Actually I expected an answer today but nothing.
I really loved my osmo action and I'm disappointed about this experience.
I can't believe it happened with an official support.

sgk381 Posted at 9-5 09:03
Thanks for your reply.
Actually I expected an answer today but nothing.
I really loved my osmo action and I'm disappointed about this experience.

Sorry for your time. We have urged our team to expedite the process. Appreciate your patience.

DJI Thor Posted at 9-5 20:46
Sorry for your time. We have urged our team to expedite the process. Appreciate your patience.

They said 24/48 h and it wasn't true.
On the other hand they were so damn quick when they asked me for 300€.

Further nobody seems to be able to answer to my simple question: is it my right to receive back my camera at the same conditions it was before they opened it?

sgk381 Posted at 9-6 11:07
They said 24/48 h and it wasn't true.
On the other hand they were so damn quick when they asked me for 300€.

Just for double checks, may we know if our team has contacted you or not? Besides, we will further check with our team.

DJI Thor Posted at 9-6 16:47
Just for double checks, may we know if our team has contacted you or not? Besides, we will further check with our team.

Nobody cared about me and my problem.
I asked to chat support and they say "we will contact you soon".
At the same time I'm keeping to ask if it was my right receiving back the camera in same conductions it was like I sent them but it seems to be the hardest question.

DJI Thor Posted at 9-6 16:47
Just for double checks, may we know if our team has contacted you or not? Besides, we will further check with our team.

I contacted again chat support and you don't believe this, they asked me again to wait for a contact. Now I'm pretty sure they're kidding me, I'm transferred from an operator to another one, I'm wasting a lot of time for nothing. I'm pretty sick of this, I think I have to change channels to complain about this and sharing this bad experience wherever I can.

sgk381 Posted at 9-7 01:06
I contacted again chat support and you don't believe this, they asked me again to wait for a contact. Now I'm pretty sure they're kidding me, I'm transferred from an operator to another one, I'm wasting a lot of time for nothing. I'm pretty sick of this, I think I have to change channels to complain about this and sharing this bad experience wherever I can.

We are terribly sorry for any inconvenience casued. If I were in your position, I would feel the same way, apologize for your unpleasant experience. We have urged our team to contact you ASAP and provide the related solution. We will keep an eye on it and try our best to help you out. Sorry again for this situation.

DJI Thor Posted at 9-7 04:05
We are terribly sorry for any inconvenience casued. If I were in your position, I would feel the same way, apologize for your unpleasant experience. We have urged our team to contact you ASAP and provide the related solution. We will keep an eye on it and try our best to help you out. Sorry again for this situation.

Chat support said that within today I'll receive an answer but it's the same thing I read since days.
The worst thing is that I have to explain every time the whole story. The chat operator didn't believe that that mess was made from an official operator and he thought I disassembled the osmo on my own.

sgk381 Posted at 9-7 04:10
Chat support said that within today I'll receive an answer but it's the same thing I read since days.
The worst thing is that I have to explain every time the whole story. The chat operator didn't believe that that mess was made from an official operator and he thought I disassembled the osmo on my own.

We fully understand your situation and concerns. Please rest assured that we always trust our customers and our higher department has received your feedback. We will always keep an eye on your case and help it address ASAP. Appreciate your patience.

DJI Thor Posted at 9-7 04:32
We fully understand your situation and concerns. Please rest assured that we always trust our customers and our higher department has received your feedback. We will always keep an eye on your case and help it address ASAP. Appreciate your patience.

Finally someone answered to my email, six days to tell me that they will let me know.
I wonder if they're really kidding me. That's unbelievable. They destroyed my camera and they'll let me know.

"I just contacted the repair team to ask for their statement regarding the repair process of the Osmo Action you did send in. I will give you feedback as soon as I get a reply from them."

Make sure you have the screenshot or evidence that they will replace the camera. Different support people won't always have the same information with each other.

Beta5K Posted at 9-8 06:33
Make sure you have the screenshot or evidence that they will replace the camera. Different support people won't always have the same information with each other.

That's the point, they don't want to replace the camera and actually I didn't ask for that, I just want they restore the camera at the conditions where it was when I sent to them.

But tomorrow a week will be gone without any answer. I'm really shocked by support quality.

Chat update:  I will forward your information to the team that will help you resolve this issue.

After a week  any useful answer.

Now I'm sure: that's really the worst experience with official support ever.

sgk381 Posted at 9-7 05:19
Finally someone answered to my email, six days to tell me that they will let me know.
I wonder if they're really kidding me. That's unbelievable. They destroyed my camera and they'll let me know.

Sorry for the late reply. Please note that our team has replied to your email. You may have a check. Thank you.

DJI Thor Posted at 9-22 00:09
Sorry for the late reply. Please note that our team has replied to your email. You may have a check. Thank you.

Hi, thanks for your reply.
Actually I answered to last email and I'm still waiting to know the coupon code.

sgk381 Posted at 9-22 00:34
Hi, thanks for your reply.
Actually I answered to last email and I'm still waiting to know the coupon code.

We have asked our team to handle the case and they will contact you ASAP. Thank you.

DJI Thor Posted at 9-22 03:38
We have asked our team to handle the case and they will contact you ASAP. Thank you.

They said that they're having some issues with discout codes :-)
Actually I didn't expect all of this with a company like DJI, so I'd like to leave heremy last hast update:
DJI offered me a discount of 150€ for the Osmo Action 3. I accepted but I have to say that, resuming, I sent them a working action 1 that they destroyed and now I have to give them 300€ to have a working device. I asked for more discount but nothing, forgetting that they destroyed my device.
I accepted because it was the only reasonable option they offered me (with no shame first offer was 300€ for a new osmo action 1, maybe refurbished), further my oa1 is not usable anymore and I'm excited about oa3.
At the end I'll say that's anyway the worst experience with an official support. I was buying a mavic but I changed my mind.

I forgot that almost a month has gone and I've been waiting for a discount coupon since for a week :-(

Hi, there. We are sorry for the inconvenience caused.
We will urge the relevant team to send you the coupon asap.
Besides, if there is anything else that we can help with, please feel free to let us know.

DJI Natalia Posted at 9-22 06:17
Hi, there. We are sorry for the inconvenience caused.
We will urge the relevant team to send you the coupon asap.
Besides, if there is anything else that we can help with, please feel free to let us know.

As I said I think that discount should be something more given that I had a working device and just in order to remove some moisture from a display now I have to give you 300€ for a working one because you destroyed mine.

         

sgk381 Posted at 9-22 07:13
As I said I think that discount should be something more given that I had a working device and just in order to remove some moisture from a display now I have to give you 300€ for a working one because you destroyed mine.

Sorry to hear about that. Please note that our team has explained the whole issue via email to you. If you have doubts, you can tell us via email directly. Our team will handle it. Besides, due to a system error, the code was postponed. We have forwarded it to our team and expedited the process. Thank you.

DJI Thor Posted at 9-23 04:47
Sorry to hear about that. Please note that our team has explained the whole issue via email to you. If you have doubts, you can tell us via email directly. Our team will handle it. Besides, due to a system error, the code was postponed. We have forwarded it to our team and expedited the process. Thank you.

I told via email all my doubts but it was like playing against a rubber wall.
The answer was "150 Euro is unfortunately here the absolute limit and cannot be  increased. Been in contact with several team members regarding your  case, but we reached the max. amount of discount possible.", it is sad if you think that I'm asking more discount only because you destroyed a working camera.

I'm writing here too because I think this is an experience to share.
I received coupon and I'll close this story but I'll never look at Dji as before, I didn't expect an experience like this.

-update: I applied the coupon and... surprise, code not valid

sgk381 Posted at 9-23 06:12
I told via email all my doubts but it was like playing against a rubber wall.
The answer was "150 Euro is unfortunately here the absolute limit and cannot be  increased. Been in contact with several team members regarding your  case, but we reached the max. amount of discount possible.", it is sad if you think that I'm asking more discount only because you destroyed a working camera.

Sorry to hear about that. We will make further checks with our team and keep you updated via email.