All I really want at the moment is the email address of someone who can think through this problem and quickly find a way to resolve it. Does that person exist? If so please share their email address... If this site is monitored by DJI representatives in the US please help your homebase address this rapidly...
I purchased a Phantom 4 from your online store.
Order number - 0661930896052
It was shipped to my Thai address on the 28th of November.
The DHL tracking number was 5113860102.
It is stuck at Thai customs. They will not release it without authorisation from the Thai Civil Aviation Authority.
There was no mention anywhere on your website that this product needed such approval to be shipped to Thailand. I purchased the drone after repeated, and frustrating attempts to get information from your online sales assistance to purchase it when I was in the United States. Then when I returned to Thailand I was unable to get anyone to reply to my request for information so decided that as I really wanted the drone for use in late December, you were the manufacturer and had Thailand shipping as an option I would buy it from you.
This has proven to be a terrible mistake as you are unable to deliver the drone to the address I have requested it to be sent.
Your online sales help people promise me that someone from your logistics department will contact me and help me with this issue but nobody makes contact.
The emails that are sent by your online help staff make no sense and do not even attempt to address the issue. I have paid almost $1000 and yet have no drone. Your customer service in this case has been a disaster.
I suggest a number of options. Accept that your shipping policies are insufficient in their current form and should have included the additional requirements to import the product to Thailand for purchaser's consideration prior to completing the sale.
Then, in descending order of preference for me THE CUSTOMER you could:
1. Ask DHL to immediately onship the product from Thailand to an address in Australia that I can supply.
2. Have a DHL representative meet me at the airport after immigration early on Saturday the 17th of December and I will take possession of the drone and take it with me to Australia.
3. As a final option, ask DHL to return the drone to you in China.
These are the available options as the window of time I made the actual purchase for is rapidly closing and my desire for the drone is therefore severely reduced.
You agreed to the sale and as part of that you agreed to deliver the drone to an address in Thailand.
You have not done that yet.
Please follow up with serious customer service in the next 24 hours.
I purchased a Phantom 4 from your online store.
Order number - 0661930896052
It was shipped to my Thai address on the 28th of November.
The DHL tracking number was 5113860102.
It is stuck at Thai customs. They will not release it without authorisation from the Thai Civil Aviation Authority.
There was no mention anywhere on your website that this product needed such approval to be shipped to Thailand. I purchased the drone after repeated, and frustrating attempts to get information from your online sales assistance to purchase it when I was in the United States. Then when I returned to Thailand I was unable to get anyone to reply to my request for information so decided that as I really wanted the drone for use in late December, you were the manufacturer and had Thailand shipping as an option I would buy it from you.
This has proven to be a terrible mistake as you are unable to deliver the drone to the address I have requested it to be sent.
Your online sales help people promise me that someone from your logistics department will contact me and help me with this issue but nobody makes contact.
The emails that are sent by your online help staff make no sense and do not even attempt to address the issue. I have paid almost $1000 and yet have no drone. Your customer service in this case has been a disaster.
I suggest a number of options. Accept that your shipping policies are insufficient in their current form and should have included the additional requirements to import the product to Thailand for purchaser's consideration prior to completing the sale.
Then, in descending order of preference for me THE CUSTOMER you could:
1. Ask DHL to immediately onship the product from Thailand to an address in Australia that I can supply.
2. Have a DHL representative meet me at the airport after immigration early on Saturday the 17th of December and I will take possession of the drone and take it with me to Australia.
3. As a final option, ask DHL to return the drone to you in China.
These are the available options as the window of time I made the actual purchase for is rapidly closing and my desire for the drone is therefore severely reduced.
You agreed to the sale and as part of that you agreed to deliver the drone to an address in Thailand.
You have not done that yet.
Please follow up with serious customer service in the next 24 hours.