mrchristopherod
lvl.1
Canada
Offline
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I posted this in another thread, but I feel that I should share it more directly with the group. IF you are considering a purchase from DJI, you need to be aware of their after sales suport (or lack thereof).
From the other thread:
Good luck guys. I'm in the middle of a 3 WEEK RMA issue. I purchased 5 TB47 batteries and 4 of them were DOA. 10 days ago, I was told I would be sent 4 new batteries and provided a tracking number, I still haven't received that. After speaking with their support numerous times, I'm not getting anywhere. You can't speak to a supervisor because they "don't have access to upper management."
This is literally the worst client experience I've ever seen. I love the DJI product, but their customer service is literally the worst I've experienced.
That's the condensed version of my story. Here are the steps/bullet points that I went through.
- Received Inspire 1 Pro + 2 Extra TB47 batteries (3 total)
- All 3 batteries DOA.
- Called tech support, showed video, photos etc.
- It was agreed upon that I would purchase 2 new TB47 batteries to avoid having to go through a lengthy RMA process.
- I would then return my 3 DOA ones, 2 would be refunded, and 1 would be exchanged.
- Received 2 newly purchased batteries
- 1 of them was DOA.
- Total batteries now at 5. 4 DOA.
- Added another battery to my RMA, but the support reps confused things by starting multiple new RMAs. At one point I literally had 5 RMA for 4 dead batteries. (edited to add that I spent over 15 hours on the phone with support during the week to figure out what was happening. NOT exaggerating.)
- After a week of back and forth, finally supplied with shipping labels.
- Go to ship the batteries, UPS declines the package stating that they no loner ship that battery size. (I'm in Canada for reference)
- Contact DJI to explain. After discussing for over 90 minutes, they say they will send 4 new TB47 replacements and I won't have to send mine back just like they would do for a client that buys TB48's.
- 10 days ago I receive an email saying that I'd get a tracking number shortly. This is great, I'm excited.
- 5 days later, no email.
- I log more info in my RMA ticket asking for someone to contact me.
- Another 5 days, still no reply and I contact them by phone again.
- Representative can't get me any info, I can't speak with supervisors because they "don't have access to upper management"
- 3 weeks since starting ticket, still only 1 of the total 5 batteries I purchased is here and working.
Just be aware that if you're looking to purchases these batteries, you may be in for a nightmare. $5000 spent, terrible service, defective batteries, and you know what DJI offered me as compensation? a $20 DJI CREDIT. Are you kidding me?
I just want what I paid for, and I think my only recourse at this point may be a chargeback with my Credit Card company. Of course, this still hurts me as a customer because I would still need to order new batteries and cross my fingers that they work. Sounds like lose/lose to me.
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