I am crazy about DJI products. The Mavic is so cool I even wanted to buy DJI stock before learning it is a privately held company. So, I just bought a Mavic instead. Now I am one of many customers going through the DJI customer service. I do not even want to explain my case... I am know you have heard it all before and my story is not unique or even among the worst. I understand that success in sales is hard to follow up in support. However, please consider being more honest in communication post-sales. Your support people are nice and dedicated. They probably have performance goals of response times. They answer promptly. Goal achieved. Mission failed. Customers still have to wait for the real and technical support and spare parts. The actual limited resource. Having to go through the slow death of a thousand little white lies does not help. Examples: "We have escalated the case". Honestly, no you have not. We all know that. Moreover, if you had escalated my case, it would not be fair to the other customers. Please wait 24-48 hours". For what? Often there is nothing to wait for. I have been requested to wait 48 hours to get a copy of an invoice. I have handed the case over to the designated department. Please wait for a response." Why did you handle this in the first place if you cannot do anything about it or make a decision? .. I could go on. Long-term solution is to spend more money on customer support Short-term solution is not to consistantly over promise and under deliver. Just spill the beans. Anyway, that was my two cents...
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