DJI CUSTOMER SERVICE!

[Steve Cam]

A little update for you fellow Mavic enthusiasts. I posted a thread on Friday regarding my flyaway Mavic. There were many of you who were supportive and also many of you who posted your derisive snorts about pilot error and about how youve seen how pilots who do not know how to fly are losing their drones and blaming DJI for the loss. As you know, Monday and Tuesday were not work days. This morning, i received an email from DJI and i wanted to share it with all of you.


"Dear Steve,
Thanks for your patience.
For your recent flight incident, our flight analysis has confirmed it as a warranty case.
We would like to offer you free Mavic Pro drone body (with a battery, gimbal camera, and a set of propellers).
To accept this offer, please reply to this email affirming, for example “I accept the offer.” After your confirmation, I will have our specialist to follow up on your case.
Should you have more questions, please feel free to let me know.
Warm regards,
DJI Support"

 

[msinger]

For those who missed the original post, it can be found here:
http://mavicpilots.com/threads/please-help-me.3504

 

[Steve Cam]

For those who missed the original post, it can be found here:
http://mavicpilots.com/threads/please-help-me.3504

Thanks,

are you surprised by this? Im so happy i cant believe it. i was sure they would tell me that it was my fault and that they wouldnt help!

 

[adamflath]

yea, I mean I hear a lot of complaints on this forum, but I am sure there are a majority of people like me who simply do not post since we do not have problems, or DJI has just been amazing in fixing and or repairing the drone. Some of the best customer service support I have experienced.

 

[Steve Cam]

yea, I mean I hear a lot of complaints on this forum, but I am sure there are a majority of people like me who simply do not post since we do not have problems, or DJI has just been amazing in fixing and or repairing the drone. Some of the best customer service support I have experienced.

yes, brilliant. Took them no time at all and came back with the response that i didnt foresee. I dont have DJI Care refresh and there was nothing to stop them blaming me for it even if it wasnt true. Its nice to see that every customer is important to them.

 

[stealle]

Its nice to see that every customer is important to them.

I think it's lame how so many of our fellow hobbyist in this forum are so quick to throw stones while yelling user error. And, I'm glad you are getting a new drone. Really! That's a good sign coming from DJI. However, let's not get carried away with "Its nice to see that every customer is important to them." Thier customer service in general is horrendous. If they are moving in the direction of improving customer service that's great, but they've got work to do.

 

[Steve Cam]

I think it's lame how so many of our fellow hobbyist in this forum are so quick to throw stones while yelling user error. And, I'm glad you are getting a new drone. Really! That's a good sign coming from DJI. However, let's not get carried away with "Its nice to see that every customer is important to them." Thier customer service in general is horrendous. If they are moving in the direction of improving customer service that's great, but they've got work to do.

I just meant that im a nobody to them. If i was a famous youtube personality or someone who could cause them major publicity issues, i would understand why they would jump to replace, but seeing as im nothing to them, and that most people, when hearing my story think user error and not DJI error, it surprising to me to see them jump to replace it when they could easily either wait weeks to deal with it or just blow me off and say it was my fault, go buy a new one if you want one. There would have been nothing i could do to stop them from doing that and it would have had almost zero effect on them if they would have done it! so im still impressed with them. That being said, DJI, if youre reading this forum, im a massive corporate lawyer, as well as famous rock star and hollywood actor. i have a 50 million strong social media following, my father is the president, my mother is Oprah and i know where you live! So dont change your mind!

 

[stealle]

Steve, can you tell me what firmware and which go app you were using? I'm still using Go 3.1.1 and I'm like 2 firmware upgrades behind.... for two reasons. It's been too cold to fly anyway and after a couple hours of flight, I haven't had any issues. So I'm a little reluctant to upgrade. I would kind of like to upgrade to get the new semi-auto focus feature tho.

 

[Steve Cam]

Steve, can you tell me what firmware and which go app you were using? I'm still using Go 3.1.1 and I'm like 2 firmware upgrades behind.... for two reasons. It's been too cold to fly anyway and after a couple hours of flight, I haven't had any issues. So I'm a little reluctant to upgrade. I would kind of like to upgrade to get the new semi-auto focus feature tho.

Newest firmware at the time and DJI GO 4

 

[Andart]

Did you find your crashed drone

Sent from my SM-G935F using MavicPilots mobile app

 

[f3honda4me]

I think it's lame how so many of our fellow hobbyist in this forum are so quick to throw stones while yelling user error.

People on forums LOVE nothing more than to jump up onto their moral highground soapbox and belittle others into the ground. It's sad.

 

[Steve Cam]

Did you find your crashed drone

Sent from my SM-G935F using MavicPilots mobile app

nope

and it rained over the last few days so i doubt it would work anymore, im glad theyre replacing it!

 

[Steve Cam]

People on forums LOVE nothing more than to jump up onto their moral highground soapbox and belittle others into the ground. It's sad.

its the anonymity of the internet, they wouldnt do it to your face

 

[stealle]

Newest firmware at the time and DJI GO 4

Yeah... I just don't think I can update the firmware just yet. I guess I'll wait for the next one.

 

[Brycycle]

I have DJI Care Refresh. I had a very very similar situation to yours. DJI is trying to deny all responsibility. Today the customer service supervisor literally hung up on me. I am so tired of this company. This dispute has been going on for 3.5 weeks.

 

[MarkYvette]

Well, I for one am extremely pleased with customer service. So many times we only complain and never congratulate. I got my Mavic stuck in a 75 foot tree, total operator error (cell transmitters are kryptonite to a drone). Had to call a tree service to dislodge it, where it came crashing down into several pieces. DJI was very responsive to all my emails, some I received a reply within minutes. They are sending me a replacement drone using my DJI refresh.
Thank You DJI.

 

[Dabrain]

I'm confused how did DJI do a flight analyst without the MP?