In response to Dtweiss's post:
Well, that's kinda true, isn't it, and understandable, too?
In all seriousness though, I've seen statements about DJI's customer service care range from people wanting to practically marry the customer service rep they dealt with about their problem to others who have already hired a hitman and have their
CS reps name and address on a slip of paper wrapped up in $100s. I have had no firsthand experience with DJI's customer service department because I have had
zero problems with my Mavic in any way since I purchased it months ago. I have logged many, many flights on my Mavic, too, all of them in the 20-22 minute flight time range and one flight at a range of over 6 miles total - on one battery - all of it facing high ocean winds, maneuvering wildly to get the shots I had planned while maintaining my usual do not fly over people policy that I always adhere to, and landed the bird just as my first battery warning flashed on
I
love my Mavic. Never knowing
WHAT I may happen upon, I always keep my 5 batteries charged (one on the bird, 1 stored in the inside of the bag beneath where the controller is stored, and 3 in the bags external pockets) and I take my Mavic bag with me
wherever I go, just in case something outstanding happens in front of me during my travels. I can be up in the air capturing whatever I see in well under 2 minutes, from tossing down the takeoff/landing pad I also keep in the trunk, unfolding the Mavics arms and powering on the necessary equipment in proper order, to establishing my return to home point and taking off to the subject at hand. I am smitten by my Mavic, and I have already included it in my will. My children will just have to fight with it!
My personal vibes and feelings about DJI - influenced by the countless experiences I have poured over as I have received notice of them - is that, while their customer care is not 100% perfect and could always be better - same as the world we live in could be, which was made either by a spontaneous Big Bang or else by a fellow who made a Big Bang happen - is that that they strive to satisfy their customer base and stand behind their excellent lines of projects.
I cut DJI lots of slack in
every department right now - including customer service - because it was very obvious they were swamped since before the December 2016 holiday season just trying to keep up with the demand for their newest products. On top of that, DJI was definitely
completely overwhelmed with the large number of complaints that soon followed the high volume of Mavic sales they were keeping up with; attempts to return Mavics for alleged aircraft and system failures; and untold numbers of repair request, too.
Generally speaking, the
vast majority of these complaints and allegations about DJI - easily in the 90-95% range - were made by people who really had no reason to be flying the Mavic in the first place, had not bothered to read all of the information they
must go over (let alone the countless Mavic videos out there that, to me, are a requirement before flying, too) to have even a rudimentary understanding about this deceivingly simple-looking aircraft that is highly capable in a number of ways but
MUST be fully understood and its numerous systems well digested, too.
I recently read in an official transcript of DJI spokesmen speaking before the U.S. Senate about drone issues and the future of drones in the U.S., that DJI employs
150 workers in the States. That blew me away. Considering ALL that they do,
I personally think DJI is doing a fine job keeping up with what turned out to be for them an incredibly hot-selling drone purchased by a
LOT of first-time pilots, an exceptionally high number of senseless crashes, pilot-caused "flyaways," (I detest that word), avoidable accidents and so on due to pilot unfamiliarity with the aircraft, in addition to properly handling those few and rare
VALID cases of actual mechanical or circuit-related crashes and incidents.
I'm certain if I were in the shoes that some Mavic pilots are finding themselves in
that perspective would surely color my opinion about things; human nature. But coming from a completely objective, unbiased point of view, I have to say that I think DJI is doing its absolute best to resolve every case coming across their desks daily. Patience, understanding, maintaining perspective, and being realistic are often hard to maintain when you have a problem and want it resolved yesterday. But things are what they are. Good things
DO come to those who wait. Realizing that you've bought into one of the hottest products on the drone market and therefore have to wait your turn in line is simply a necessity and a reality that must be accepted.
