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- Oct 21, 2016
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So I recently sent my Mavic in for repair, due to what I think was a de-centered lens. Details here.
I just wanted to provide some observations and feedback on my customer support experience so far (I haven't received my drone back yet, so I can't say if the issue is resolved).
FIRST CONTACT
I used the web-chat feature on the DJI support page and found the help I received to be fairly responsive and logical (no bs "did you remember to reset your router?" comments). I demo'ed my issue using a youtube video I had posted showing the blurriness of my footage that was consistent only across the right side of the frame. The CSR gave me a fairly straight forward form to fill out and patiently waited for me to populate it, then created an RMA ticket on the spot. Shortly after, I was emailed a pre-paid UPS shipping slip with ~fairly~ clear instructions for packing.
UPS SHIPPING
As most know, there are issues with shipping batteries via air and as I was required to ship back my RC (sans drone battery), UPS ground shipping was used. Long story short, It was picked up on the 9th and delivered on the 16th. Not bad for a 2500 mile truck across North America.
SERVICE CENTER (Carson, California)
My drone was officially "received" on the 17th. That same day it was assessed ("warranty, no signs of abuse"), service quoted ($0 for cam/gimbal [$126] plus labour[$65/hr]), repaired, tested, and passed through QA. Later that night I received notification that my drone had been packed and shipped back via UPS.
IF all goes well and I receive my drone back in fully functional condition, this will have been a very professional and efficient RMA experience. The only weird part I found in this whole process was the fact that the serial number recorded for the camera/gimbal that I sent in matches the product repair summary of the drone I'm getting back. maybe I'm misinterpreting this as the same cam/gimbal being returned, which would be a bit weird if the lens is indeed de-centered and in need of replacing (as quoted).
Anyway, TL;DR --> so far I am satisfied with the RMA process that DJI has in place and my experience with it, albeit I wish I didn't have to go through it (such is the risk of being an early adopter i suppose).
Hope this helps others :-/
I just wanted to provide some observations and feedback on my customer support experience so far (I haven't received my drone back yet, so I can't say if the issue is resolved).
FIRST CONTACT
I used the web-chat feature on the DJI support page and found the help I received to be fairly responsive and logical (no bs "did you remember to reset your router?" comments). I demo'ed my issue using a youtube video I had posted showing the blurriness of my footage that was consistent only across the right side of the frame. The CSR gave me a fairly straight forward form to fill out and patiently waited for me to populate it, then created an RMA ticket on the spot. Shortly after, I was emailed a pre-paid UPS shipping slip with ~fairly~ clear instructions for packing.
UPS SHIPPING
As most know, there are issues with shipping batteries via air and as I was required to ship back my RC (sans drone battery), UPS ground shipping was used. Long story short, It was picked up on the 9th and delivered on the 16th. Not bad for a 2500 mile truck across North America.
SERVICE CENTER (Carson, California)
My drone was officially "received" on the 17th. That same day it was assessed ("warranty, no signs of abuse"), service quoted ($0 for cam/gimbal [$126] plus labour[$65/hr]), repaired, tested, and passed through QA. Later that night I received notification that my drone had been packed and shipped back via UPS.
IF all goes well and I receive my drone back in fully functional condition, this will have been a very professional and efficient RMA experience. The only weird part I found in this whole process was the fact that the serial number recorded for the camera/gimbal that I sent in matches the product repair summary of the drone I'm getting back. maybe I'm misinterpreting this as the same cam/gimbal being returned, which would be a bit weird if the lens is indeed de-centered and in need of replacing (as quoted).
Anyway, TL;DR --> so far I am satisfied with the RMA process that DJI has in place and my experience with it, albeit I wish I didn't have to go through it (such is the risk of being an early adopter i suppose).
Hope this helps others :-/
