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Excellent Service - RC issue solved

Discussion in 'Pro/Adv Discussion' started by Jethro-421, Dec 10, 2015.

  1. Jethro-421

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    Since I've been involved with Phantoms, I've read many stories of people who have (or feel they have) received service that is considered sub-par from DJI.

    I wanted to share my recent, very satisfactory, experience.

    I posted a couple of weeks ago about my issue with my RC recognizing anything that was plugged into its USB port (card reader, thumb drive, Phantom, tablet.) After swapping modules on the RC (thanks, Bob), I determined that the issue existed somewhere else within the RC.

    I contacted DJI, and promptly received an RMA number, and printable airbill to send in my RC. I packed it up and sent it down to Carson, CA, where it was received and checked in by DJI 2 days later. Within four days, the status moved to "Repair in Process" (or whatever that category is.) Two days after that, I received notice that my RC had been shipped back to me. Today (a total of 10 days from my first call), I received a brand new RC at my doorstep. After charging it up, I powered it on, powered up the Phantom, plugging in my tablet, and, voila, the Go app connected to the RC/Phantom just like it should.

    My experience is how a warranty situation should be handled, and I can say confidently, that MANY times as a consumer, I have not been as satisfied with a warranty process. I have no doubt that there are people who have not had legitimate claims handled well by DJI. I also have not doubt that there are many people who felt they had a legitimate claim, but really didn't, and complained about poor service anyway.

    I'm satisfied with the service I received, and hope that if I need any further warranty support that my experience in the future will be the same.

    Have a good one!

    R
     
    ParsnipHysorter, Oso, Donw35 and 6 others like this.
  2. Flyer91

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    Great news, and a good read.
    Thanks for posting!!
     
  3. TheRealNick

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    Did you have to pay any shipping?
     
  4. Jethro-421

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    TRN, I did not pay any shipping. DJI sent a FedEx pre-printed airbill with their account number, and my RMA number on it. I boxed up the RC and dropped it off at the FedEx drop with my RMA number clearly written on ALL sides of the box. :) After repair, they sent it back to me, again, on their dime.

    R
     
    skyhighdiver likes this.
  5. Donw35

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    Thanks for posting a positive experience with DJI, before I bought mine I read allot of forum posts and most where negative about customer support, probably due to the fact most post are about negative experiences.
     
  6. Jethro-421

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    Don, that is the nature of forums like this to a great extent. Many of the people who seek them out (in addition to people who are just looking for a community of like-minded people) are ones who HAVE a problem and are looking for a solution.

    I have read lots of negatives, so figured it would be good to add my positive experience to the list. I wouldn't hesitate to share a negative experience as well.... :)
     
    Donw35 likes this.
  7. Donw35

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    Agreed, balanced feedback is valuable when doing your due diligence before purchase.
     
  8. Mudcon

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    I also had a very good experience with fixing my no signal problem.
     
  9. Karatekid1800

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    Did you pay for the shipping when you sent out your drone?
     
  10. TheRealNick

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    Fantastic, thanks for posting. That has been my largest concern with buying DJI and I feel so much better now. I still hope I have never have a problem, but a story like this is good piece of mine,
     
  11. Mudcon

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    no sir, same as above.