- Joined
- Mar 17, 2017
- Messages
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- Age
- 74
Just want share my frustrations with you guys.
A few days ago the rubber band on my Mavic RC split (just like that, over night) I took as evidence to DJI.
Something very easy to fix I was thinking.
Boy, was I wrong!!
DJI wants me send the complete RC to them. Are they kidding me, I thought.
No they're not......
Below the e-mail conversations:
My mail to DJI:
Today I wanted to fly again with my Mavic, but found out that the rubber strap on the remote was loose.
Upon further inspection, I saw that it was torn.
Because my Mavic is still within the warranty, I would like to ask you if I can get a new rubber strap?
In the attachments you will find the bill, a photo of the RC stick with broken rubber strap and a photo of the RC back with any necessary data.
DJI reaction:
Thank you for contacting DJI.
We are very sorry to hear about the problem you are having with your DJI product. Unfortunately after checking your email and attach photo we do suggest that you send it to us for repair.
To make the repair process easier and more convenient, we created an Online Repair Request system for you. After filling out the online forms you will receive a case number.
To get started with your online repair request click: HERE (https://repair.dji.com/en/SelfRepair/Area)
To check on the case status click: HERE (https://repair.dji.com/en/SelfRepair/MyCase)
Please note: For your protection please do not send any sensitive information, including credit card numbers, via email. This e-mail address is not secured to receive credit card information. Any credit card information received through this e-mail address will be destroyed upon receipt. We apologize for the inconvenience; your protection is our priority.
Thank you for choosing DJI.
My reply:
Dear DJI employee,
Somewhat surprised I received a reaction from the store where I bought a Mavic Pro with RC. (see Appendix)
On my RC the rubber band is split. No insurmountable disturbance seems to me, right?
Something that I can easily "repair" my self.
My question is therefore: "Why do I have to miss my RC, for how long?" Now that it is such a beautiful weather to fly my Mavic Pro in?"
Wouldn't it be easier for all parties (the shop where I bought the Mavic, me and DJI) (and therefore much cheaper) to send me the rubber band and "mount" it myself?
What can go wrong ??????
Hopefully you think the same as I do and the shop employee.
Thank you in advance for your kind cooperation,
Sincerely,
DJI reply:
Thank you for contacting DJI.
With regards to your concern you need to send the remote controller because the part your are requesting is not available in our DJI Store we cannot send you the missing part we need to repair the Remote Controller.
We would appreciate your kind patience.
Thank you for choosing DJI.
Best Regards.
My reply:
Dear Theresa,
This sounds so very ridiculous to me!!!
If you can repair the RC in your service department, they will have to have that particular part at hand.
So i.m.h.o. you can also send it to me.
Why, for heaven's sake, do I have to send the RC to your service department if I can repair it myself?
NO shipping costs to you, NO shipping costs back to me, NO risk in getting lost in shipping back and forth, NO waiting for the RC to arrive after weeks, NO nothing, Totally NO disadvantages, only advantages.
Please send this very small item. Again the service/production department MUST have it, so they CAN send it.
I will NOT send the RC to you, because the risk of damage and/or getting lost is to high for me, compaired to the value of the rubber part.
Please don't let me start a negative review/discussion on the quadcopter forums.
Seriously, I hope you understand my point of view and that you will sent me this part a.s.a.p.
Best regards,
DJI reply:
Thank you for contacting DJI.
We are very sorry for the inconvenience. With regards to your remote controller we are very sorry but the best thing to do is to send us the unit to repair we cannot send you the parts that you needed. However you can ask our dealer near your place if they have the needed part on your remote controller and if you can purchase. As I have said on my previous email if the missing part is available in our DJI Store we can create a case and send it to you but unfortunately with your case you need it to repair.
We do hope you understand. We would appreciate your kind patience.
Thank you for choosing DJI.
Best Regards.
My last reply:
As I told you, I will NOT send the RC for more than one reason.
I think it's a shame that DJI is not WILLING to help me on such a small issue.
For now I'm gonna fly without the rubber part.
Maybe someone from a forum can help me.
DJI has rules, but they are way over the top and NOT customer friendly.
Sorry to say.
Don't take it personal, you are only following some stupid rules.
Have a nice day,
A few days ago the rubber band on my Mavic RC split (just like that, over night) I took as evidence to DJI.
Something very easy to fix I was thinking.
Boy, was I wrong!!
DJI wants me send the complete RC to them. Are they kidding me, I thought.
No they're not......
Below the e-mail conversations:
My mail to DJI:
Today I wanted to fly again with my Mavic, but found out that the rubber strap on the remote was loose.
Upon further inspection, I saw that it was torn.
Because my Mavic is still within the warranty, I would like to ask you if I can get a new rubber strap?
In the attachments you will find the bill, a photo of the RC stick with broken rubber strap and a photo of the RC back with any necessary data.
DJI reaction:
Thank you for contacting DJI.
We are very sorry to hear about the problem you are having with your DJI product. Unfortunately after checking your email and attach photo we do suggest that you send it to us for repair.
To make the repair process easier and more convenient, we created an Online Repair Request system for you. After filling out the online forms you will receive a case number.
To get started with your online repair request click: HERE (https://repair.dji.com/en/SelfRepair/Area)
To check on the case status click: HERE (https://repair.dji.com/en/SelfRepair/MyCase)
Please note: For your protection please do not send any sensitive information, including credit card numbers, via email. This e-mail address is not secured to receive credit card information. Any credit card information received through this e-mail address will be destroyed upon receipt. We apologize for the inconvenience; your protection is our priority.
Thank you for choosing DJI.
My reply:
Dear DJI employee,
Somewhat surprised I received a reaction from the store where I bought a Mavic Pro with RC. (see Appendix)
On my RC the rubber band is split. No insurmountable disturbance seems to me, right?
Something that I can easily "repair" my self.
My question is therefore: "Why do I have to miss my RC, for how long?" Now that it is such a beautiful weather to fly my Mavic Pro in?"
Wouldn't it be easier for all parties (the shop where I bought the Mavic, me and DJI) (and therefore much cheaper) to send me the rubber band and "mount" it myself?
What can go wrong ??????
Hopefully you think the same as I do and the shop employee.
Thank you in advance for your kind cooperation,
Sincerely,
DJI reply:
Thank you for contacting DJI.
With regards to your concern you need to send the remote controller because the part your are requesting is not available in our DJI Store we cannot send you the missing part we need to repair the Remote Controller.
We would appreciate your kind patience.
Thank you for choosing DJI.
Best Regards.
My reply:
Dear Theresa,
This sounds so very ridiculous to me!!!
If you can repair the RC in your service department, they will have to have that particular part at hand.
So i.m.h.o. you can also send it to me.
Why, for heaven's sake, do I have to send the RC to your service department if I can repair it myself?
NO shipping costs to you, NO shipping costs back to me, NO risk in getting lost in shipping back and forth, NO waiting for the RC to arrive after weeks, NO nothing, Totally NO disadvantages, only advantages.
Please send this very small item. Again the service/production department MUST have it, so they CAN send it.
I will NOT send the RC to you, because the risk of damage and/or getting lost is to high for me, compaired to the value of the rubber part.
Please don't let me start a negative review/discussion on the quadcopter forums.
Seriously, I hope you understand my point of view and that you will sent me this part a.s.a.p.
Best regards,
DJI reply:
Thank you for contacting DJI.
We are very sorry for the inconvenience. With regards to your remote controller we are very sorry but the best thing to do is to send us the unit to repair we cannot send you the parts that you needed. However you can ask our dealer near your place if they have the needed part on your remote controller and if you can purchase. As I have said on my previous email if the missing part is available in our DJI Store we can create a case and send it to you but unfortunately with your case you need it to repair.
We do hope you understand. We would appreciate your kind patience.
Thank you for choosing DJI.
Best Regards.
My last reply:
As I told you, I will NOT send the RC for more than one reason.
I think it's a shame that DJI is not WILLING to help me on such a small issue.
For now I'm gonna fly without the rubber part.
Maybe someone from a forum can help me.
DJI has rules, but they are way over the top and NOT customer friendly.
Sorry to say.
Don't take it personal, you are only following some stupid rules.
Have a nice day,
Thanks for the tip. Didn't know they were out there.
