hfrancis
lvl.1
Flight distance : 26247 ft
United States
Offline
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Runi Posted at 2017-3-18 22:10
Yes this may be a bit harsh words that are coming from me at the moment but I don´t feel I am treating them unfairly, just stating the truth and a company of that size should be able to handle these things better.
You also have to understand that this case has both cost me money and endless time to resolve. If they had just noticed they sold me a faulty drone and replaced it from day one this would never have come about. But instead I am met with a standardised answer almost everytime, "here is a case number bla bla bla and please send it to us.."
I have not been able to work with it for over a month and my company is not of that size that I can keep multitude of drones on the shelfs. At the moment I have a 16 hour trip I most like have to remake duo to this failure since a lot of the footage is unusable. I have a job this monday that is booked and here I need the Prores license and It will be hard to pull off with a Inspire 1 drone since it is a heavy tracking scenes with a moving car.
"And I feel that if you dont buy their expensive DJI Care-insurance that you almost feel like you are being punished with slow service."
It's probably not very reassuring, but I have the Care Refresh Insurance, and whilst it is great that I don't have to worry about the cost of a repair, I still seem to have the same slow service. Contacting via email is very slow as it takes at least 24 hours to get a response, and that seems to be the minimum comment to meet some level of service quota. When you reply to query what they meant (even only a minute later) you still have to wait another day to get a response. So it can be over a week to have a conversation.
Doing the online chat is quicker, but there isn't any follow up, nothing is recorded, the front-line service people are nice enough, but don't seem to have any power, they just say I'll forward this to the proper authorities. So you have to start a whole new chat in a couple of days time with someone new to find out if anything has moved.
Their online repair self-service requests are now available in the UK (it wasn't in January), so things might be better now, but back then I got zero communication about the status of repair, I only managed to get any info by continually asking on the online chat.
I think I have exactly the same issue as you - a replacement drone with the ProRes/DNG keys not being transferred. It's been several weeks and still no sign of DJI having any procedure for transferring the keys from one drone to the replacement drone that they themselves supplied to me (without asking). At one point they were suggesting I might have to send the replacement back again.
It's a great product (when it works) they just need to get their service side sorted out.
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