Ok, so my "advice" to the original poster it to call DJI and have them make it right. .....and to take that into consideration on future purchases. Ian, are you in customer service for DJI? if so, maybe you can help him out
Who got a drone back from DJI? Wait until you read this
- Thread starter TacAir42
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I'm quite sure I have a clue. How exactly are you being "mistreated"? Is DJI extorting you? Harassing you? Have they taken 4 weeks to repair your toy? Poor thing! They should not be allowed to do business here in 'merica!
The people at the support line have always been very helpful to me and I actually think they provide better support than what I am used to. The repair/replacement process, on the other hand is quite slow. DJI has been hit with explosive growth and this is one thing that is suffering. It would be nice if they offered some kind of cross shipping, but i think one of the big bottlenecks is they need to verify the problem is a warranty issue. You could also partially blame all of the people who have no idea what they were doing, crashed their P3 due to ignorance, and make a warranty claim (and clog the system up).
Something in the past few weeks has changed at DJI as far as shipping out orders and exchanges. They are now shipping direct from China rather than LA. Hopefully we will all start getting things faster directly from DJI.
To paraphrase Seinfeld: "Buying a drone is a crapshoot. You know that going in."
Just FYI I own two Phantom 3 Pros so I am not just a simple troll or complainer, I am telling it like it is, sorry if that rubs the forum the wrong way but it's a part of the DJI experience. I waited 10 weeks to get a half baked repair back.
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Hearing about DJI's customer support is important to me because I'm deciding whether to even get a replacement P3.
My last unit malfunctioned and Is now inoperable after I did an emergency CSC to turn off the motors.
http://www.phantompilots.com/threads/phantom-loss-of-control-csc-there-when-you-need-it.48124
Despite several requests to DJI, DJI have not or cannot provide an official letter describing the damage to the unit (requests for RMA were ignored). As I wish to pursue an insurance claim on my purchase (my credit card offers an automatic 3 month accidental insurance), I require a letter from the dealer or manufacturer. Awesome customer support!
My last unit malfunctioned and Is now inoperable after I did an emergency CSC to turn off the motors.
http://www.phantompilots.com/threads/phantom-loss-of-control-csc-there-when-you-need-it.48124
Despite several requests to DJI, DJI have not or cannot provide an official letter describing the damage to the unit (requests for RMA were ignored). As I wish to pursue an insurance claim on my purchase (my credit card offers an automatic 3 month accidental insurance), I require a letter from the dealer or manufacturer. Awesome customer support!
ianwood
Taco Wrangler
It rubs the forum the wrong way because it serves no purpose. We've seen plenty of "he said / she said" vendor issues on this forum and all of them were a useless waste of space.
That doesn't mean you can't seek advice on it. If your first post was focused getting information from the community to help your situation, that would be more than fine.
And no, I do not work for or have any allegiance to DJI. I have my own issues with them. The anti-b****ing policy applies to all vendors equally.
Sharing experiences, good or bad is helpful for the forum members.
I am sure, if someone posts" camera settings xyz sucks whem filming under abc conditions" no one would object.
While customer service, originating from Chinese companies, is often much less than desireable (IMHO a "cultural" phenomenon) , members here will not stop complaining about bad service received. Trying to avoid these posts is like Don Quixote's fight with the windmill.
As this is not a P3 issue, but applies to all product of DJI, and of course any other company, supplier involved in this industry, why not creating a sub forum discussing these companies. In this case the complains or praises are not filling up the product pages. I have seen things like this in other foren (not quadcopter related) and it seems to work quite well. Yes, some suppliers are getting a fair share of complains but it gives them the opportunity to use the information as a barometer of public opinion and work on the issue if they find it will help their publuc relation and their bottom line.
I am sure, if someone posts" camera settings xyz sucks whem filming under abc conditions" no one would object.
While customer service, originating from Chinese companies, is often much less than desireable (IMHO a "cultural" phenomenon) , members here will not stop complaining about bad service received. Trying to avoid these posts is like Don Quixote's fight with the windmill.
As this is not a P3 issue, but applies to all product of DJI, and of course any other company, supplier involved in this industry, why not creating a sub forum discussing these companies. In this case the complains or praises are not filling up the product pages. I have seen things like this in other foren (not quadcopter related) and it seems to work quite well. Yes, some suppliers are getting a fair share of complains but it gives them the opportunity to use the information as a barometer of public opinion and work on the issue if they find it will help their publuc relation and their bottom line.
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Those dang American mechanics and technicians need some additional training!
It's hard to get good help these days....probably even more so in LA. That good life and sun doesn't make folks want to head to the salt mines....
Obviously they need some QC and Process people in their US office...sorry to hear your experience.
But we all shop at Wal-Mart and Amazon and everywhere else that has 90% Chinese products...and have done so for decades....?
So it's OK as long as we have some min. wage paying American company in-between like Wal-Mart?
Doesn't make sense to me. It's a simple matter here - nothing to do with Chinese or American. It's to do with a fast growing company that has more to learn about setting up a world class service organization for the new higher demand in quadcopters.
There is a cultural difference but I've imported products from Europe and seen the same thing - European customers expected MUCH less in terms of warranty length, etc. than American ones.
Let's even guess that they (DJI) already knows this and intends to fix it. Given the sales of 10-20,000 of these each week, how long do you think it would take to set up, train and completely implement a superior system? I think it could take 6-12 months or more. You can't just snap your fingers and get "drone repair specialists" by the dozens.
I do think DJI corporate (China) is making a big mistake by not hiring top American talent to set up a organization worthy of their products. I sense that they micromanage and underinvest. Hopefully this will change and/or folks will buy extended warranties from 3rd parties so they don't have to deal with this stuff.
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English accent? Nice guy. He's the one that set up the RMA for my own bird.
When you can actually get through (ugh), I do find the telephone tech support folks fairly competent; especially if you can articulate your competence with the machine, as well.
Anyway, here's hoping it won't sit for long in the queue. 6 weeks is a long time.
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I understand being upset with the terrible customer service but speak for yourself.
Anyone have a way to call DJI and get through? Just like two weeks ago their phone system says they are too busy to take your call and it hangs up on you. I opened another ticket with them but that usually gets no response.
Just keep trying the main number. The nice thing is once you get through, someone picks up pretty quickly. Not a fan of 20+ minute hold times on the old system, but I did prefer that to the new system.
I understand you're a staff member, and I respect that. These are people that love the phantom product but are shockingly disappointed by the appalling lack of support from DJI. I fall into that category as the 1.2.6 firmware has grounded my P3 and DJI offers nothing to fix it. They still haven't offered a firmware fix.
In the OP's case, he got absolutely shafted by DJI. His experience deserves to be shared with this community. If you guys are planning on censoring this forum to only comments that support DJI, even though it is common knowledge that they have one of the worst customer service track records of any company out there please let me know. I will go elsewhere.
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ianwood
Taco Wrangler
I totally understand. I've had two P2s destroyed because of a bad Lightbridge unit. DJI ground breaks in several areas but they also over-promise, use their customers as beta testers and in too many case don't take care of them when something goes wrong.
There are countless threads on this site whinging about DJI already. If we let everyone vent their frustrations about how DJI ruined their wedding or caused them to blow their children's college fund on replacement parts, this site would be one big b****-fest. It gets boring quickly.
That doesn't mean you can't talk about your issues with them. It just means that when you do, there needs to be a purpose. You need to either be providing valuable information that people don't know about or you need to be seeking information and advice that you don't have.
Imagine: one day the complains would stop and no new info is coming to the forum regarding customer service issues from companies.
What would the message be? Perhaps the supplier in question would think everything is in order as it is human nature to voice frustrations and dissapointments.
As a group we should not loose this tool, but I agree with Ian, it just fills up the product related forum that is better used for the intended information exchange. I predict, as soon there is a subforum that handles the supplier/customer service issues, the product forum will be less clogged. For posters not understanding the categories, a post can be moved. But, IMHO a place for those posts need to be provided or nothing will change.
What would the message be? Perhaps the supplier in question would think everything is in order as it is human nature to voice frustrations and dissapointments.
As a group we should not loose this tool, but I agree with Ian, it just fills up the product related forum that is better used for the intended information exchange. I predict, as soon there is a subforum that handles the supplier/customer service issues, the product forum will be less clogged. For posters not understanding the categories, a post can be moved. But, IMHO a place for those posts need to be provided or nothing will change.
I've fortunately not had to deal with DJI for repairs, but I have dealt with sales on purchase and shipping. A couple of points: (1) their sales have exploded, and the US is only one of their markets; (2) for efficiency, they have chosen to run everything out of Shenzhen (across the border from HK); (3) that means their staff seldom have English, Arabic, German, etc. as their first language.
So when there is no response, or slow or unsatisfactory descriptions or phone response, consider that it may just be that the staff are slow or insecure about their language skills (especially since they need to use technical terms). When I contacted them, I carried on my short conversation in standard Chinese and they I think were delighted not to have to strain to make sure they said the right thing. A lot of the complaints here seem to boil down language, and a natural Asian reticence and avoidance of conflict. Asian staff in general would rather not say anything than face conflict; this is one place where the American approach is vastly different.
A way to manage this if you don't speak Chinese is to write everything down in detail in English, and find a way to make sure that the DJI staff have latitude to respond. Invite them to respond in Chinese and use Google Translate to figure out what they are saying. That takes pressure off of their staff. This may not solve every problem, but may ameliorate some of the frustration expressed in this thread.
So when there is no response, or slow or unsatisfactory descriptions or phone response, consider that it may just be that the staff are slow or insecure about their language skills (especially since they need to use technical terms). When I contacted them, I carried on my short conversation in standard Chinese and they I think were delighted not to have to strain to make sure they said the right thing. A lot of the complaints here seem to boil down language, and a natural Asian reticence and avoidance of conflict. Asian staff in general would rather not say anything than face conflict; this is one place where the American approach is vastly different.
A way to manage this if you don't speak Chinese is to write everything down in detail in English, and find a way to make sure that the DJI staff have latitude to respond. Invite them to respond in Chinese and use Google Translate to figure out what they are saying. That takes pressure off of their staff. This may not solve every problem, but may ameliorate some of the frustration expressed in this thread.
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