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Dji care refresh false statement !
519 15 2017-3-20 03:16:47
fansf35c1f83
lvl.1
Flight distance : 2937
Italy
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Dji care refresh advertise a "VIP line" for dji customers, and that is a false statement ! European customers do not have any VIP line and they have only have two numbers of reference , one for Germany and one for Netherland.

Case number CAS-504419-C5K2G6, They received the drone on Thursday 16 of March according to the ups tracking number, until. Today still not updates. I have ried to call them on the Netherland number and after 15 minutes of wating the call automatically disconnected.

After supporting is like not existing.
2017-3-20 03:16:47
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Range30
lvl.3
Flight distance : 1717419
United States
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DJI needs more support specialist. DjI should hire more support individuals and actually train them with providing full access to assisting us and actually resolve our problems instead of always passing us alone from person to person to always having to re explain the situation. I sometimes feel it a strategy to prolong assisting .  
2017-3-20 03:23:30
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DJI Mindy
Administrator
Japan
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Since there are some backlogs, it will takes about 3-5 business days to receive and update the case.
Really sorry for the inconvenience caused.
As for the VIP line, it's not available in some regions.
Please refer to the screenshot. VIP.png
2017-3-20 03:51:22
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fansf35c1f83
lvl.1
Flight distance : 2937
Spain
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It's creazy thai Ia not possibile to Reach a customer care support, I have tried 5 times this morning. After a long waiting at least 10/15 minutes the line disconnected.
We are not talking here about a small company, I really don't understand how that is possible.
2017-3-20 04:11:45
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fans098027be
lvl.2
Flight distance : 34051
United States
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Sad to say customer service is horrible. Consistently setting unreasonable expectations with customers. Just received an email (Mavic case created a month ago, unit at DJI Carson CA facility for over three weeks) that the repair process has been delayed. Novel idea - don't lie to your customers to get a commitment that you cannot deliver. Buying under false pretenses I believe can legitimately be named fraud.
2017-3-20 16:23:20
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fans098027be
lvl.2
Flight distance : 34051
United States
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And these delays/acknowledgements come after you give them $$. Not like they are being proactive about this.
2017-3-20 16:22:19
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DJI Mindy
Administrator
Japan
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fans098027be Posted at 2017-3-20 16:23
Sad to say customer service is horrible. Consistently setting unreasonable expectations with customers. Just received an email (Mavic case created a month ago, unit at DJI Carson CA facility for over three weeks) that the repair process has been delayed. Novel idea - don't lie to your customers to get a commitment that you cannot deliver. Buying under false pretenses I believe can legitimately be named fraud.

We apologize for the delay of the repair progress.
Could you please provide me with your case number? I'll help to escalate it for you.
2017-3-20 23:44:23
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Mcdudeflut
Second Officer
Flight distance : 74296
Netherlands
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Yesterday i have replied to another post of fansf35c1f83.
Because i saw a lot of posts about DJI care / repair i have taken the time to answer some of your questions.
This is my personal experience with 2 seperate DJI cases in the EU (one DJI care and one repair).
You can find it at DJI Care / repair what to expect
I hope this will answer some of your questions.
2017-3-21 01:05:46
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fansf35c1f83
lvl.1
Flight distance : 2937
Spain
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Thanks for your answer
2017-3-21 01:15:26
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fans098027be
lvl.2
Flight distance : 34051
United States
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DJI Mindy Posted at 2017-3-20 23:44
We apologize for the delay of the repair progress.
Could you please provide me with your case number? I'll help to escalate it for you.

Hi Mindy, thanks for the response. Case number is: CAS-465801-D2J2H6.
2017-3-22 11:55:13
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DJI-Ken
DJI team
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United States
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fans098027be Posted at 2017-3-22 11:55
Hi Mindy, thanks for the response. Case number is: CAS-465801-D2J2H6.

Your repair has been completed and should be shipping in the next day or two.
2017-3-22 13:01:32
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fans098027be
lvl.2
Flight distance : 34051
United States
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DJI-Ken Posted at 2017-3-22 13:01
Your repair has been completed and should be shipping in the next day or two.

Thank you for your update and attention.

I would like to comment that I think the majority of the frustration flowing on the forum on this topic is from having a previously set expectation that is consistently not met. Transparency would probably allay much of the negativity, allowing your team to be more effective. For example, completing one stage in the process to receive an update that there will be up to 3 working days for the next step to begin can really flare a temper. I think some small adjustments would make your customer community feel better about the service it receives.

Hopefully, your team can appreciate this point of view.

Z
2017-3-22 14:10:52
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DJI-Ken
DJI team
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United States
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fans098027be Posted at 2017-3-22 14:10
Thank you for your update and attention.

I would like to comment that I think the majority of the frustration flowing on the forum on this topic is from having a previously set expectation that is consistently not met. Transparency would probably allay much of the negativity, allowing your team to be more effective. For example, completing one stage in the process to receive an update that there will be up to 3 working days for the next step to begin can really flare a temper. I think some small adjustments would make your customer community feel better about the service it receives.

I totally understand.
2017-3-23 07:47:15
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fans098027be
lvl.2
Flight distance : 34051
United States
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DJI-Ken Posted at 2017-3-23 07:47
I totally understand.

Hoping that the email I received a few hours ago stating that it will be shipped out within the next two business days is wrong. Got notification three days ago it had been fixed and would ship out within three business days. Am I reading this wrong, or should I have received a single update that said five days?
2017-3-24 12:34:21
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DJI-Ken
DJI team
Flight distance : 444792
United States
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fans098027be Posted at 2017-3-24 12:34
Hoping that the email I received a few hours ago stating that it will be shipped out within the next two business days is wrong. Got notification three days ago it had been fixed and would ship out within three business days. Am I reading this wrong, or should I have received a single update that said five days?

It was flight tested and now in the final inspection process. It will be shipping soon.
2017-3-24 12:44:19
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fans098027be
lvl.2
Flight distance : 34051
United States
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Hoping that means within the day or two time frame from Wednesday..
2017-3-24 13:03:09
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