This is a follow up to my original post under the heading "DJI Phantom 2v+ Burned up in Flight! Pix of Damage"
If you haven't plowed through the original post, it concerned a P2VPlus that's ESC's malfunctioned and melted through the top of the Phantom causing a catastrophic loss.
The unit was purchased from B&H Photo "used" but still subject to DJI's warranty. I also purchased a SquareTrade warranty from B&H Photo when buying the P2VPlus.
To make a long story short, both DJI and B&H Photo authorized RMA's to return the faulty unit. I will return it to B&H Photo rather than DJI in order to save the month long wait with DJI.
The return process with B&H Photo took 2 emails. After receiving my initial complaint, that they asked that I first contact SquareTrade. Filing an online claim with SquareTrade took 5 minutes, but the claim was denied. After telling B&H Photo that SquareTrade refused to provide coverage, they immediately replied with a RMA and return, postage paid, UPS label. [Note: SquareTrade DID NOT COVER THE LOSS because it occurred within the first 30 days of buying the warranty. That exclusion, of course, was something that I was not aware of when purchasing that 3rd-party warranty or when filing the claim.]
That process with DJI was similar to dealing B&H except that I had to call their Customer Support Center. I reached Ian in London, England after an hour long hold. Though I was somewhat grumpy after that wait, Ian was VERY professional, sounding much like he could perform 007 voice-overs, and he immediately issued an RMA and emailed me return instructions.
On a side note, I am sure that there's a slight risk that dealers may not have the most updated products in their inventory, but considering the volume of business that B&H Photo does AND their great after sales support, I think buying from them is worth that "risk". Plus, I don't care for DJI's "your purchase will ship 3 to 5 days after your payment is confirmed". I want everything "tomorrow".
During the time before I filed the claims, I was really debating throwing the unit in the trash and just buying a Matrix or other brand quad. I'm glad that I did not...
All-in-all I am pleased with the customer service I received from both B&H Photo and DJI!!! The advice I received here also helped.
For what its worth, I will continue to buy DJI's products and will purchase them all through B&H Photo.
If you haven't plowed through the original post, it concerned a P2VPlus that's ESC's malfunctioned and melted through the top of the Phantom causing a catastrophic loss.
The unit was purchased from B&H Photo "used" but still subject to DJI's warranty. I also purchased a SquareTrade warranty from B&H Photo when buying the P2VPlus.
To make a long story short, both DJI and B&H Photo authorized RMA's to return the faulty unit. I will return it to B&H Photo rather than DJI in order to save the month long wait with DJI.
The return process with B&H Photo took 2 emails. After receiving my initial complaint, that they asked that I first contact SquareTrade. Filing an online claim with SquareTrade took 5 minutes, but the claim was denied. After telling B&H Photo that SquareTrade refused to provide coverage, they immediately replied with a RMA and return, postage paid, UPS label. [Note: SquareTrade DID NOT COVER THE LOSS because it occurred within the first 30 days of buying the warranty. That exclusion, of course, was something that I was not aware of when purchasing that 3rd-party warranty or when filing the claim.]
That process with DJI was similar to dealing B&H except that I had to call their Customer Support Center. I reached Ian in London, England after an hour long hold. Though I was somewhat grumpy after that wait, Ian was VERY professional, sounding much like he could perform 007 voice-overs, and he immediately issued an RMA and emailed me return instructions.
On a side note, I am sure that there's a slight risk that dealers may not have the most updated products in their inventory, but considering the volume of business that B&H Photo does AND their great after sales support, I think buying from them is worth that "risk". Plus, I don't care for DJI's "your purchase will ship 3 to 5 days after your payment is confirmed". I want everything "tomorrow".
During the time before I filed the claims, I was really debating throwing the unit in the trash and just buying a Matrix or other brand quad. I'm glad that I did not...
All-in-all I am pleased with the customer service I received from both B&H Photo and DJI!!! The advice I received here also helped.
For what its worth, I will continue to buy DJI's products and will purchase them all through B&H Photo.
