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Best/ worst customer support

Discussion in 'General Discussion' started by Richtinsoldier, Jun 23, 2016.

  1. Richtinsoldier

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    Hi All,
    I'm looking to buy my first Phantom, whilst of course looking for best price I am also mindful that I am likely to crash at some point.
    With this in mind I would be most grateful if people would share their experiences of after sales support where warranty and non warranty repair has been required?
    many thanks,
    Richtinsoldier
     
  2. 28wins

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    Ron Burgundy likes this.
  3. mhuilker

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    I bought a P3A for $599 on eBay and after 2 flights the battery had a bad cell. Used the chat service through Dji and they sent me a box and prepaid UPS sticker. Sent the battery in for repair and they sent a new battery back. The newest model has Chinese and English writing on it. No questions asked. So my only experience has been good.


    Sent from my iPhone using PhantomPilots mobile app
     
  4. dguth66

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    Location:
    Nova Scotia Canada
    Ive got one heck of a story to tell, with pictures, about a replacement P4.
    When I get some time later this week I'll put it together but here are the basics.
    Bought new P4 combo with 2 extra batteries back in April this year, updated firmware, calibrated IMU and compass ... batteries, pre-flight checks etc...

    Very first flight my P4 decided to take on a mind of its own and would not respond to any commands for manual return to home or even signal loss return to home. Then signal loss created more confusion at the time and I never got to switch to manual mode as battery went flat and it landed / crashed into lake.

    long story short, I also own two P3P's and never had any flight issue, after sending flight logs and paperwork stating what happened and what I did DJI offered me 15% off a replacement ( AC, props, sd and battery ... no RC or charger ) after waiting about 2 weeks for DJI to look at my case I re-stated my case and further requested a better deal based on the AC not responding to two different RTH command types and the fact that I own over $5000.00 in DJI gear. I then waited another two weeks and they came back with 20% off final offer so I decided to take that offer ... paid another $890 ish USD for replacement. BUT this process was not that easy ... sent many unanswered messages and requests on the ticket system and basically they were not in any hurry but eventually a replacement was shipped out directly from China.

    When it came in I could feel something heavy moving and sliding around in the paper box it came in. So out phone and took pictures as I opened... found the battery rattling around on box bottom so it had been a battering ram for the camera in shipping ... nice! Further inspection found no protective plastic film on camera lens or battery or anywhere, AC was dirty, it was a model for the EU and all pamplets inside were in Dutch I think. Contacted DJI and got the standard canned answer in email ... of course with their caveat that they do for everything which is a statement that once the damaged item is inspected by their team they would make a decision to approve an exchange ... WTF !!
    Once again DJI had me fill out paperwork and send org reciept plus copy of ship docs from the EU P4 and I waited days again.

    Another long story short ... fast forward to now about five weeks later. Remember my Phantom flew away in April ... The shipping label DJI sent me to send that broken EU P4 back took just over 3 weeks to make it from East coast Canada to Carson. Example, when I had to pay out of pocket to send one of my firmware update bricked P3's down it got there in a week via standard UPS ( fixed under warranty with new mainboard and new camera assy ) so it looks like DJI took the most cost effective ... good for DJI. So once again with the damaged item in their hands ... many unanswered ticket messages ( we are talking like 9 days ) and a heated call to a DJI supervisor they finally get back that my " request for replacement " has been approved and within 48 hours I should get notice from their shipping department who will then send it to a courier.

    I already told that supervisor that if this Phantom 4 comes in damaged or defective I'm taking it out back and it will have a meeting with some gas and a match !!!
     
  5. dguth66

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    Location:
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    So yea, for my two cents ... DJI always covers their *** first and then the customer is looked at. Example that supervisor was not allowed (company policy) to send my replacement in good faith to keep a happy customer until the unit I said was no good and defective was procen to be so by DJI tech's.

    Learned that the DJI support who look after the support ticket system and respond to customers ARE NOT part of the DJI USA support located in Carson CA.

    DJI has the best value right now in this Tech, they have the bang for the buck and they are leaders in new offerings that when they work ... they work really well. Someday though ... another will catch up and if DJI keeps ignoring it's customers needs and not keeping basic communication that will be their fall.
    Not to mention those of us who are now beyond pissed-off