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Product promised for Christmas but not delivered
1085 27 2015-12-28
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lisatestsys
lvl.1

United States
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I ordered Phantom3 before Christmas with the promise that it woudl be delivered before Christmas.  Not only has it not shipped, but DJI emails are not going trhough (first sent on 26th, three sent today), and no replies. Phones support is not available for shipping, chat says they cannot help, and nothing on the website about delays, though there are obviously problems.
2015-12-28
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duker
lvl.2
United States
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Same here, ordered 12/17. I got a tracking number on 12/20,  still says pending. Have not responded to emails since 12/24. This is getting old fast
2015-12-28
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chichiflys
New
United States
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Ditto.  I waited all day to talk to a human - he was in tech support but tried to help.  He attempted to give me some BS answer but the bottom line is they don't even know if the product is available.  I did receive my backpack, but no drone.  So I ordered one from Amazon Prime with a delivery date of Wed the 30th.  I will return the DJI drone if it ever shows.  What a bunch of a$$holes they are.
2015-12-28
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lisatestsys
lvl.1

United States
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chichiflys@comc Posted at 2015-12-28 18:51
Ditto.  I waited all day to talk to a human - he was in tech support but tried to help.  He attempte ...

Still no response from DJI.  Unbelievably bad customer service.  And I see they are taking off next week.  
2015-12-29
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jonh
lvl.1

United States
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Same issue here.  This Christmas promotion was a complete scam.  I would recommend you report this to https://econsumer.gov/
2015-12-29
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DJI-Patrick
Captain

Hong Kong
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Sorry to keep you waiting for so long ! Please give me your order number .
2015-12-29
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DJI-Patrick
Captain

Hong Kong
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duker Posted at 2015-12-29 05:08
Same here, ordered 12/17. I got a tracking number on 12/20,  still says pending. Have not responded  ...

Please give me your order number and your ticket number .
2015-12-29
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scottdrone
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United States
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DJI-Patrick Posted at 2015-12-29 23:27
Please give me your order number and your ticket number .

hey are wait times really this long i ordered a few days ago and expect it to arrive any day  my hopes seem high now  
2015-12-29
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DJI-Patrick
Captain

Hong Kong
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scottdrone Posted at 2015-12-30 13:05
hey are wait times really this long i ordered a few days ago and expect it to arrive any day  my h ...

Please give us your order number . I'll check that for you .
2015-12-30
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DJI Store
DJI team

Hong Kong
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Dear all, please kindly advise your order numbers so that I can check one by one. Thanks.
2015-12-30
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lisatestsys
lvl.1

United States
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DJI Store Posted at 2015-12-30 04:54
Dear all, please kindly advise your order numbers so that I can check one by one. Thanks.

Order Number:  001149180608
2015-12-30
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lisatestsys
lvl.1

United States
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All emails to DJI come back undelivered:

Delivery has failed to these recipients or groups:
onlinesales@dji.com (onlinesales@dji.com)
The server has tried to deliver this message, without success, and has stopped trying. Please try sending this message again. If the problem continues, contact your helpdesk.
sales@dji.com (sales@dji.com)
The server has tried to deliver this message, without success, and has stopped trying. Please try sending this message again. If the problem continues, contact your helpdesk.
marketing@dji.com (marketing@dji.com)
The server has tried to deliver this message, without success, and has stopped trying. Please try sending this message again. If the problem continues, contact your helpdesk.
pr@dji.com (pr@dji.com)
The server has tried to deliver this message, without success, and has stopped trying. Please try sending this message again. If the problem continues, contact your helpdesk.
2015-12-30
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danpaik
lvl.1

United States
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Hi DJI Team,

I placed my order on 12/13.  Order number 001147520633.

Status says shipped and there is a fedex tracking number 781969918100 but fedex tracking says that the label was created on 12/16 but is still pending (no further status since 12/16).  https://www.fedex.com/apps/fedextrack/?tracknumbers=781969918100

Thanks!
2015-12-30
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duker
lvl.2
United States
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DJI-Patrick Posted at 2015-12-29 23:27
Please give me your order number and your ticket number .

Order #001148720424. Ticket 211889
2015-12-30
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DJI Store
DJI team

Hong Kong
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Hi, lisatestsys ,danpaik ,duker , thanks for your reply.
We have delivered the two pieces ofshipment to FedEx. But they were relabeled back at FedEx’s Ground facility andshipped out.  This caused a break in the tracking link for our customersas they were given the original Express tracking number. Some of the packages havedelivered.  A severe winter storm in the Southwest and Midwest havedelayed deliveries.  FedEx will continue to monitor and update as soon aspossible. We sincerely apologize for the inconvenience caused.  
I hope the feedback from one of our customers can help to explain somethingand let you rest assured.


customer's feedback.jpg
2015-12-30
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scottdrone
New

United States
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DJI-Patrick Posted at 2015-12-30 04:43
Please give us your order number . I'll check that for you .

You guys rock! Ordered came as said it would..I was just inpatient..DJI delivers as promised just be patient and home to sign for delivery
2015-12-31
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Drexx3
lvl.2

United States
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Not sure who else was affected by this but I was in an identical situation. The long and short is that FedEx did pick up all of the FedEx Express packages from DJI and they should have been delivered by the 23rd. The problem is that the packages (over 500 of them) ended up going to the FedEx ground facility in Carson, CA. Instead of correcting the situation and transferring them to the correct facility FedEx (I'm assuming) made the decision to relabel the packages for FedEx Ground service and ship them that way. The affected DJI customers all received Express tracking information that would never be updated and DJI had no way to supply the new (and unfortunately) Ground service tracking numbers. Ground service sucks for me as they shipped from California and I live in Florida. Ugh

Anyway, my order finally arrived (to my surprise) on the 30th of Dec and was left by my front door, no signature required which was particularly disturbing. The original Express shipping required Direct Signature meaning that I had to sign for it (can't be left at the door or even signed for by a neighbor). Glad I came home to find the package still there. The package was also previously opened as there was a large strip of blue tape seating the top of the box and it went over the "Void if Damaged" sticker that DJI affixes in shipment oreparation. I took several photographs before opening it and all seems to be OK. The P3A box itself still had the clear tab stickers intact indicating it had not been previously opened.

I paid for my order via PayPal and even opened a dispute followed by escalation to a claim because the Tracking information I received never changed and DJI kept saying they shipped it but FedEx was just slow in updating the shipping info. Ultimately cancelled the claim once the package arrived, was confirmed to be OK, and, I was also shown a copy of some correspondence from FedEx to DJI on Dec 29 describing what had happened with the shipment. At the time of the email FedEx had 70-some packages still to deliver out of the >500 shipments. FedEx was also going to supply DJI with verbiage to be posted on their website but indicated it required legal review. I don't see it yet but it may be a day late and a dollar short at this stage.

Too bad FedEx didn't let DJI know what happened sooner so DJI could provide better information to its customers.
2016-1-1
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DJI Store
DJI team

Hong Kong
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scottdrone, Drexx3 , thanks for sharing the fact.
2016-1-4
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lisatestsys
lvl.1

United States
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Nothing has arrived for me, nothing has been communicated except for above.  Embarrassing level of service from DJI.  Looks like everyone took off for the holidays and left Hong Kong as the only support option.
2016-1-4
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DJI Store
DJI team

Hong Kong
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lisatestsys Posted at 2016-1-4 23:28
Nothing has arrived for me, nothing has been communicated except for above.  Embarrassing level of s ...

May I know your order number? Let me try to help. Thanks.
2016-1-4
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lisatestsys
lvl.1

United States
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Order Number:  001149180608;  Drone arrived last night.  Backpack has not arrived.  No communication from DJI directly, 15 days after promised arrival.
2016-1-6
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DJI Store
DJI team

Hong Kong
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lisatestsys Posted at 2016-1-7 05:10
Order Number:  001149180608;  Drone arrived last night.  Backpack has not arrived.  No communication ...

Hi, lisatestsys , I have contacted our US office to check the new tracking number but FedEx has not replied them yet. As you can see from other customer's comment, it caused by FedEx's relabling. I kindly suggest you try to contact FedEx to check it. We sincerely apologize for the waiting time.
2016-1-7
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danpaik
lvl.1

United States
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just to close this out for me, my drone and backpack arrived a week or so ago.  it arrived with the blue tape over the box seals so it looks like someone opened it but everything seems good so i'm good and happy!
2016-1-13
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DJI Store
DJI team

Hong Kong
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danpaik@gmail.c Posted at 2016-1-14 08:30
just to close this out for me, my drone and backpack arrived a week or so ago.  it arrived with the  ...

We do use blue tape. Don't worry.
2016-1-13
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lisatestsys
lvl.1

United States
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Still no backpack.  How are we supposed to call Fedex when you have not provided a tracking number.  Pathetic.  20+ days at this point.
2016-1-14
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DJI Store
DJI team

Hong Kong
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lisatestsys Posted at 2016-1-14 22:04
Still no backpack.  How are we supposed to call Fedex when you have not provided a tracking number.  ...

I'm so sorry about this. Let me check it again with our US logistics colleagues and update you later.
2016-1-14
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cburgin66
lvl.1

United States
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Lisatestsys, did you ever get your order?
2016-1-21
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Bangerhead
lvl.1

Australia
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cburgin66@gmail Posted at 2016-1-22 14:41
Lisatestsys, did you ever get your order?

I,m having the same problem with my phantom 3 that been tested and found defective brand new drone go figure! And no help at all
2016-1-21
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