- Joined
- Apr 3, 2019
- Messages
- 7
- Reaction score
- 5
- Age
- 37
Long post but the end is worth it trust me....
In early April I purchased my phantom pro 4 v2. This is my second addition to my DJI fleet. I purchased then care refresh plan because I will be using this drone for more difficult jobs so I wanted the added protection. June 23 I crashed the drone and it fell into a creek ultimately totaling it. That day I applied to have it repaired or replaced via my DJI care refresh. The drone was received by them July 2nd. On July 5th the repair progress inquiry stated drone has been replaced and is preparing to be shipped this will take up to 1 business day. Every day I checked this status update until a week passed. I decided to contact dji at this point just to check on the process. It’s at this point I begin getting frustrated, then angry.
The first phone call I made was July 12. The customer service representative answered the phone by saying “hello”. I proceeded to tell her the reason for my call and waited for her to respond, she did not say a word until a minute later I said “do you need my case number or something” to which she responded yeah sure go ahead. She placed me on hold and hung up 4 min later.
I gave them the benefit of the doubt and called back on the following Monday 3 days later. I spoke with a man who said his name was Joe. Joe was actually very pleasant and said he would look into the case. After placing me on hold he told me that I had not paid for my $1000 repair bill yet. I informed him of the timeline and that in fact I paid my refresh fee over a week and a half ago and the inquiry says it was supposed to have shipped the 5th. He placed me on hold again and came back saying that DJI is out of batteries to replace mine with and they were waiting for the replacement. I told him I have plenty of extra batteries and to please send the drone alone if he can. He said he escalated my case and I should hear back within 48 hours. I must say to DJI credit Joe was actually very nice and helpful.
48 hours passed and I contacted them again because I had not heard anything via email or phone. This time I spoke with Mark. Mark was extremely rude and condescending stating that the battery is not covered under the care refresh. I know this is the case. I read the policy and know the battery is not covered. My qualm is with it has now been 2 and a half weeks from when you received my drone, and 2 weeks since you claimed your going to ship it “within 1 business day”. Why then are you telling me now that you are not shipping it because of the battery. He could not explain this, or the prior rep Joes statement on the battery stall. Why was I not contacted saying I have the option to pay for a new battery? Why was the drone not shipped back with the old battery or no battery? At this point I ask for a supervisor and mark informs me he has escalated my case and I will hear from a supervisor.... you guessed it.... within 48 hours. I was not surprised when in 72 hours I had not heard from them yet.
Finally I sent a complaint email stating all of these grievances. I got the automated response that I would hear from a rep in 48 hours. This time I received an email saying my case has now been escalated and will ship. A week later. Mind you, this is over a month now they ship the drone, giving me 2 separate case I’d number one for the battery and one for the drone. I thought maybe they did the right thing and sent me the battery for my trouble.
No such luck. They shipped the old battery (which I am okay with by the way). However, they shipped the new drone back in the same case!!!!! The same case that has sand all in it from the creek! So there is sand stuck under all of the sensor stickers, prop stickers, under the motor, WOW. This is unacceptable service and I will follow up once again but feel as if I am banging my head against a wall.
I understand they control the market. But competition will come, and soon. If you can do not purchase a drone from this company and support terrible service like this.
Lastly, if this is made right by them in some way I will unbiasedly report back and edit this post. Until then I am one extremely disgruntled customer/ small business owner who will not be giving DJI anymore of my hard earned money.
Thanks for listening and good luck/ fly safe
In early April I purchased my phantom pro 4 v2. This is my second addition to my DJI fleet. I purchased then care refresh plan because I will be using this drone for more difficult jobs so I wanted the added protection. June 23 I crashed the drone and it fell into a creek ultimately totaling it. That day I applied to have it repaired or replaced via my DJI care refresh. The drone was received by them July 2nd. On July 5th the repair progress inquiry stated drone has been replaced and is preparing to be shipped this will take up to 1 business day. Every day I checked this status update until a week passed. I decided to contact dji at this point just to check on the process. It’s at this point I begin getting frustrated, then angry.
The first phone call I made was July 12. The customer service representative answered the phone by saying “hello”. I proceeded to tell her the reason for my call and waited for her to respond, she did not say a word until a minute later I said “do you need my case number or something” to which she responded yeah sure go ahead. She placed me on hold and hung up 4 min later.
I gave them the benefit of the doubt and called back on the following Monday 3 days later. I spoke with a man who said his name was Joe. Joe was actually very pleasant and said he would look into the case. After placing me on hold he told me that I had not paid for my $1000 repair bill yet. I informed him of the timeline and that in fact I paid my refresh fee over a week and a half ago and the inquiry says it was supposed to have shipped the 5th. He placed me on hold again and came back saying that DJI is out of batteries to replace mine with and they were waiting for the replacement. I told him I have plenty of extra batteries and to please send the drone alone if he can. He said he escalated my case and I should hear back within 48 hours. I must say to DJI credit Joe was actually very nice and helpful.
48 hours passed and I contacted them again because I had not heard anything via email or phone. This time I spoke with Mark. Mark was extremely rude and condescending stating that the battery is not covered under the care refresh. I know this is the case. I read the policy and know the battery is not covered. My qualm is with it has now been 2 and a half weeks from when you received my drone, and 2 weeks since you claimed your going to ship it “within 1 business day”. Why then are you telling me now that you are not shipping it because of the battery. He could not explain this, or the prior rep Joes statement on the battery stall. Why was I not contacted saying I have the option to pay for a new battery? Why was the drone not shipped back with the old battery or no battery? At this point I ask for a supervisor and mark informs me he has escalated my case and I will hear from a supervisor.... you guessed it.... within 48 hours. I was not surprised when in 72 hours I had not heard from them yet.
Finally I sent a complaint email stating all of these grievances. I got the automated response that I would hear from a rep in 48 hours. This time I received an email saying my case has now been escalated and will ship. A week later. Mind you, this is over a month now they ship the drone, giving me 2 separate case I’d number one for the battery and one for the drone. I thought maybe they did the right thing and sent me the battery for my trouble.
No such luck. They shipped the old battery (which I am okay with by the way). However, they shipped the new drone back in the same case!!!!! The same case that has sand all in it from the creek! So there is sand stuck under all of the sensor stickers, prop stickers, under the motor, WOW. This is unacceptable service and I will follow up once again but feel as if I am banging my head against a wall.
I understand they control the market. But competition will come, and soon. If you can do not purchase a drone from this company and support terrible service like this.
Lastly, if this is made right by them in some way I will unbiasedly report back and edit this post. Until then I am one extremely disgruntled customer/ small business owner who will not be giving DJI anymore of my hard earned money.
Thanks for listening and good luck/ fly safe
