Insane policies of DJI.... mad as a hornet!

[SackboyDad]

I am desperately trying to wrap my head around DJI's return policy for my BRAND NEW Mavic whose gimbal was defective when it was shipped to me. I've got the wavy lines, etc.

I (along with many others) waited THREE MONTHS to get this thing. It shows up completely unusable. I go through absolute hell trying to communicate through Newegg's "Email Seller" to get it replaced (Newegg strips all attachments and email address then they act as an intermediary).

Finally today, I get hold of a very nice person on DJI's support chat site. Everything was going great.... showed her a video of the problem... said yes it's defective, etc...... up until I'm told it will take TWO WEEKS to send me another one. REALLY???? TWO WEEKS????? To replace a DEFECTIVE, UNUSABLE product? TWO WEEKS????? And that doesn't count the fact that they only send me a GROUND FedEx label and I'm sure they'll send it GROUND back to me. So that really a means a MONTH .... a freaking MONTH until I get to use my $1300 aircraft ....

I then asked her if I had crashed my drone through negligence how long would it take..... take a wild guess what the answer was.... TWO WEEKS (not including shipping).

Who decided the time to send a new unit was the same regardless of whether a defective, UNUSABLE product was sent or someone was negligent and crashed the unit?!?!?!?!?!?!?
If I flew it into a tree I would completely expect to be placed at the back of the line and wait my turn to get it fixed. Really, I would.


Why would anyone at DJI , in any universe, think is a fair way to treat their customers?

I guess I can look at my American Express bill for $1300 every single day instead of flying the aircraft that the money purchased....

 

[chippie]

Gutted for you mate! However I think you find the turn around is actually much quicker. I think all posts I have seen re. a Mavic RMA, the drone has been replaced or fixed within 2 days and shipped back out. I guess this does depend on where you are in the world though...

 

[seanmclean]

Calm down.

Two week turnaround time usually includes freight.

 

[schpenxel]

While frustrating, given the people that have (and still are) waiting months to get theirs, I'm surprised it isn't longer

Hopefully it is turned around in less time.

 

[chippie]

I am sure you checked but are all the 3 tabs on the gimbal seated correctly behind the retainers?

 

[Fido]

Cool story bro ......

This is a first world problem.....worthy of lots of caps locks and exaggerated punctuation .....at least it's being swapped ....chin up eh....

 

[SackboyDad]

I am sure you checked but are all the 3 tabs on the gimbal seated correctly behind the retainers?

yes first thing I checked

 

[tcope]

The problem is, DJI is having difficult with the manufacturing of new units. If they don't have them, they don't have one to send to you.

 

[DesertWindAero]

Be happy you got one at all...and, that you'll get a new one in 2 weeks.

 

[CCDD]

This is why many will never order directly from DJI. Having a merchant that offer a generous return issue makes it so much easier. I know this doesn't solve the replacement issue however, I would much rather make a return and start over again than go through the poor customer service that DJI seems to offer most. i hope the turn around time for you is less than they're quoting.

 

[obt48]

Hello,
I just bought a Mavic Pro in a DJI store, and it has a gimbal tilting issue
There is a random tilt in video or photo mode by a few degrees, while moving or flying still. The angle of tilt is changing during the flight.
This was obvious and easy to show to the DJI store manager where i bought the unit.
They agreed, after a few days of discussion and no answer from their DJI support, to replace the unit with a new mavic pro. This second unit has this tilting issue again (randomly to right or left). Configuration is fresh, and of course i calibrated everything i could.
Is the DJI store obliged to replace again the failed unit?
Thanks.

 

[wayy510]

I am desperately trying to wrap my head around DJI's return policy for my BRAND NEW Mavic whose gimbal was defective when it was shipped to me. I've got the wavy lines, etc.

I (along with many others) waited THREE MONTHS to get this thing. It shows up completely unusable. I go through absolute **** trying to communicate through Newegg's "Email Seller" to get it replaced (Newegg strips all attachments and email address then they act as an intermediary).

Finally today, I get hold of a very nice person on DJI's support chat site. Everything was going great.... showed her a video of the problem... said yes it's defective, etc...... up until I'm told it will take TWO WEEKS to send me another one. REALLY???? TWO WEEKS????? To replace a DEFECTIVE, UNUSABLE product? TWO WEEKS????? And that doesn't count the fact that they only send me a GROUND FedEx label and I'm sure they'll send it GROUND back to me. So that really a means a MONTH .... a freaking MONTH until I get to use my $1300 aircraft ....

I then asked her if I had crashed my drone through negligence how long would it take..... take a wild guess what the answer was.... TWO WEEKS (not including shipping).

Who decided the time to send a new unit was the same regardless of whether a defective, UNUSABLE product was sent or someone was negligent and crashed the unit?!?!?!?!?!?!?
If I flew it into a tree I would completely expect to be placed at the back of the line and wait my turn to get it fixed. Really, I would.


Why would anyone at DJI , in any universe, think is a fair way to treat their customers?

I guess I can look at my American Express bill for $1300 every single day instead of flying the aircraft that the money purchased....

Then they're going to replace your brand new defective Mavic with a previously owned, then damaged, then repaired unit. Yay!

 

[wayy510]

The problem is, DJI is having difficult with the manufacturing of new units. If they don't have them, they don't have one to send to you.

BS. I was at Sam's club yesterday and they had literally 25 brand new units for sale.

The least DJI can do for this gentleman is give him a coupon to pick one up somewhere else.

$1300 is a lot of money to cough up and not have anything to show for it.

 

[tcope]

View attachment 15987
BS. I was at Sam's club yesterday and they had literally 25 brand new units for sale.

Thanks for quoting my post from 7 months ago (that's years in drone time) and applying to today. #FAIL

 

[wayy510]

Thanks for quoting my post from 7 months ago (that's years in drone time) and applying to today. #FAIL

Uh, thanks I guess. I'm sorry I don't speak nerd; so save the douchey hashtag overly used grade school #fail.

Using any hashtag tag **** when your fifty years old is well: #oldandlame. #tryagain, #pathetic #your best years are long gone #maybe viagra can help

 

[willhay555]

Uh, thanks I guess. I'm sorry I don't speak nerd; so save the douchey hashtag overly used grade school #fail.

Using any hashtag tag **** when your fifty years old is well: #oldandlame. #tryagain, #pathetic #your best years are long gone #maybe viagra can help

And yet you still quoted a post from seven months ago.
I think he was pretty polite.

 

[wayy510]

And yet you still quoted a post from seven months ago.
I think he was pretty polite.

I guess I don't get it. I'm not that bright. I had no idea it was a cardinal sin to respond to an older posting. To tell the truth, I did even notice or care about the date. Jesus, how will I forgive myself?!

Plus, my response really wasn't about his posting. It was really about the amount of Mavics that I recently saw and the old man felt necessary to attack me so how to you figure he was "pretty polite"? I guess my interpretation of polite doesn't quite match up anymore.

 

[Chase R]

I guess I don't get it. I'm not that bright. I had no idea it was a cardinal sin to respond to an older posting. To tell the truth, I did even notice or care about the date. Jesus, how will I forgive myself?!

Plus, my response really wasn't about his posting. It was really about the amount of Mavics that I recently saw and the old man felt necessary to attack me so how to you figure he was "pretty polite"? I guess my interpretation of polite doesn't quite match up anymore.

You mad bro?

 

[wayy510]

You mad bro?

Hahaha. Are you?

 

[Hedonist222]

This is one of the reasons I've not picked up DJI product since my phantom 1.

It looks like they're in over their heads with sales and don't have time for after sales customers or customer service.

Rake money in now
Deal with products issues later