Petrone
New
United States
Offline
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My experience with DJI and the Mavic line has been nothing but a nightmare. I made my initial purchase at the end of January 2017 for a personal trip for the weekend of February 18th. The Mavic was listed as having a 3-5 day ship time when I ordered it along with a set of filters. On the 5th business day, I wrote to a support specialist via the chat system to check in on the order as I was concerned with the unit arriving during the week of Feb 13-17th, when no one would be available to receive the package. They informed me that my unit would not ship until March 7th, well past my personal trip date. At that time I instructed them to cancel the order as I was made aware that the DJI store in Manhattan had Mavics in stock for pickup. The representative confirmed that they canceled the order and I picked up my Mavic from the store in Manhattan. On Feb 8th, despite the fact that I was told that my order was canceled, the Mavic "Fly More Combo" from the DJI online store shipped. I was informed that I would first need to wait until the package arrived in the states, send it back, and then wait for the unit to be received and processed before I would be refunded my money for the order. The unit made it back to the warehouse on the 22nd of February and after many calls to confirm that the unit had made it safely, I was informed that I would not receive a refund until the second week of March. This left me in a situation where I had to make emergency arrangements to pay my rent because my account had an extra $1,433 outstanding. To this date (March 24) I've only received a partial refund of $1,398 and have been unable, after over 16 attempts, to obtain the remaining $35. Finally, almost two full months after requesting a refund, I've been notified that the filters from my original canceled order are being shipped to me! I am at a loss as to how a company can function when its customer service is completely incompetent, untrained, and unreliable. Each time I contact Mavic via phone, chat, or email, I am left feeling more and more aggravated and hopeless about resolving my issue.
On top of all the issues with my order, the unit that I purchased from the DJI Experience Store in Manhattan had an issue with its camera where the frame would be out of focus on the lower right side when the rest of the frame was completely in focus. I contacted the store in Manhattan and they were able to mark the unit as DOA and issue me a new model. After getting the new unit home I realized that it also had the same issue with it's camera. I was absolutely devastated and had to send it to the West Coast service facility to be repaired.
DJI has taken a product that I was so excited to save up for and buy and ran it right into the ground. I can say wholeheartedly that I wish that I had never purchased their product and feel that it is impossible to support a company that cares so little about their customers.
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