Hi Everyone:
I am glad to be a part of this group and look forward to connecting. However, at the moment I want to get any feedback on your personal experience with DJI and based on my open letter I sent to the owner Frank Wang.
Thanks.
April 22, 2017
Mr. Frank Wang
14th Floor
West Wing
Skyworth Semiconductor Design Building
No.18 Gaoxin South 4th Avenue,
Nanshan District
Shenzhen, 518057
China
Re: DJI USA
Dear Mr. Wang:
Due to over more than three years of battles and arguments with your company representatives in Los Angeles, USA I thought it was about time I drew your attention to the abysmal situation created by them.
The telephone contact method is an absolute joke. I have spent 9 hrs. on-hold in the queue over the past two days to speak to your Supervisor by the name of Marquez, I have no last name.
Your US division, in Los Angeles, is staffed by the rudest and most argumentative people I have ever encountered, all of whom care nothing are of doing their jobs professionally and treat clients with respect and politeness, should all be fired. I have never had so many arguments, shouting matches, disrespect and plain rudeness with DJI USA than with any other company worldwide. In fact your company technical support and customer service is worse than Spectrum, ATT, Verizon, Sprint and Microsoft combined.
I have had to return a PV2+ eight times, once it was lost by DJI USA and replaced. Another replacement did not work and eventually after a lot of correspondence, phone calls and arguments over a warranty issue they replaced it again, but this time with a substandard refurbished aircraft. That, too, has failed and I shipped it back yesterday.
Your company has spent more time arguing, repairing and shipping a defunct piece of plastic junk than the aircraft is worth. I paid over $1,500 for the original aircraft and now I have been palmed-off with yet another piece of worthless junk, which I have never actually flown. I am requesting that it is replaced with a comparably-priced aircraft with no further arguments or excuses over company policy. When I bought a television from Best Buy and they gave me the incorrect one, they immediately exchanged it, apologized for the inconvenience and upgraded me to a better one, with no questions asked, Is there a reason that DJI does not have the same positive attitude and policy as it is simply good business? We made you rich, but the way you treat your customers is reprehensible and should be exposed on social media.
Replies
Hi Clive,
Oops - left out the main point - NOT - most definitely "NOT".
Personally I have so far avoided buying a DJI anything, but I have several friends with them, including Phantoms and Mavics.
And they all love them.
They do not love the counterproductive customer service however.
I have 2 Solos and over a dozen assorted DIY and semi-DIY quadcopters as well a a large pile of assorted fixed wings.
Quite a bit of Ardupilot, Pixhawk, PX4 and Ardupilot experience, been in this for quite a while.
Most of the time customer service didn't really exist and getting things to work was a matter of perseverance and insane dedication.
At least it is getting better with the possibility of actual customer service one of these days.
Best,
Gary
The only thing that I would say is that you generally do not need DJI cust service! Or that has been my experience with 3 recent DJI machines. I really did not think much of anything DJI pre-Phantom 3. I would not hold your breath....
Thanks Gary, its nice to know I am not alone. I presume you meant that their customer service is NOT one of their strong points...to put it mildly. What issues have you had with them?
Bet,
Clive
Gary McCray said:
Customer service definitely does seem to be one of DJI's strong points.
To be fair 3DR also had a pretty abysmal record for customer service by many accounts.
Horizon seems to have a better track record and they have a wide variety of product.
But the fact remains that DJI is now by far the industry leader lousy customer service and all.
I wish you luck in getting their attention.
Best Regards,
Gary