Fun Story for ya all...
Just loving the Mavic 2 Pro BTW.
Was out at Manhattan Beach California and ran a flight out to shoot the remodeling of the rotunda at the end of the pier. Flight was going well, POI pass around the outer perimeter, a flyover the center line with forward and backward reveal shots. Then I went ahead and did a 90 degree downward facing center-line flyover. The first pass went fine, and on the return pass my bird decided it would simply land!
Yup. With no warning, no notice and for no reason, it sounded the landing tones and dropped itself right on the roof of the rotunda! I couldn't power up lift or anything, just refused my input and landed. The motors powered down and away she slide right off the roof to a 25 foot drop onto cement... Argh!
The bird survived pretty well actually, the gimbal - not so much. LOL.
Oh well, DJI care refresh here I come (for the very first time ever in more than 300 flights across my Mavic Pro and now the M2P).
So I pack her up and send her in for a care refresh + fast turn around (Yes, I paid the $ because I don't need the hassle of arguing with DJI that their drone just pulled a ***** move or the pilot did, cause I know the truth already and my time is worth more than $100). Hey, I have some cash, send me a new drone. thx.
So UPS picks up my package from Playa Vista CA and delivers it to Cerritos, CA (14 miles away) the very next day. A few hours later, I get a ship notice the DJI has sent my replacement drone, and its scheduled to be delivered the next afternoon. YAY! DJI ROCKS! From Monday to getting the replacement on Wednesday. YAY again!
On Wednesday, nothing gets delivered! Odd, the UPS tracking says "Destination Scan", but oddly UPS never flips tracking to "Out for Delivery". Well it made it from Cerritos CA to Los Angeles CA sort facility. Hum? Thursday, the status says the same thing as the prior day. I call UPS, they tell me nothing. Oh no problem sir, very sorry, I promise you its out for delivery today! (I'm thinking, bull@#$%)
Friday morning, UPS flips the status to "Exception" Investigation Pending. Oh hell no!
I call DJI and they tell me its lost and they can't or won't send me a drone until UPS completes its investigation and that can take 8-10 business days. Oh hell no!!!
I get this letter in response to my inquiry:
So I respond in kind:
And so the day concludes, and DJI closes for the weekend; and I get no response...
First world problems. bummer!
Just loving the Mavic 2 Pro BTW.
Was out at Manhattan Beach California and ran a flight out to shoot the remodeling of the rotunda at the end of the pier. Flight was going well, POI pass around the outer perimeter, a flyover the center line with forward and backward reveal shots. Then I went ahead and did a 90 degree downward facing center-line flyover. The first pass went fine, and on the return pass my bird decided it would simply land!
Yup. With no warning, no notice and for no reason, it sounded the landing tones and dropped itself right on the roof of the rotunda! I couldn't power up lift or anything, just refused my input and landed. The motors powered down and away she slide right off the roof to a 25 foot drop onto cement... Argh!
The bird survived pretty well actually, the gimbal - not so much. LOL.
Oh well, DJI care refresh here I come (for the very first time ever in more than 300 flights across my Mavic Pro and now the M2P).
So I pack her up and send her in for a care refresh + fast turn around (Yes, I paid the $ because I don't need the hassle of arguing with DJI that their drone just pulled a ***** move or the pilot did, cause I know the truth already and my time is worth more than $100). Hey, I have some cash, send me a new drone. thx.
So UPS picks up my package from Playa Vista CA and delivers it to Cerritos, CA (14 miles away) the very next day. A few hours later, I get a ship notice the DJI has sent my replacement drone, and its scheduled to be delivered the next afternoon. YAY! DJI ROCKS! From Monday to getting the replacement on Wednesday. YAY again!
On Wednesday, nothing gets delivered! Odd, the UPS tracking says "Destination Scan", but oddly UPS never flips tracking to "Out for Delivery". Well it made it from Cerritos CA to Los Angeles CA sort facility. Hum? Thursday, the status says the same thing as the prior day. I call UPS, they tell me nothing. Oh no problem sir, very sorry, I promise you its out for delivery today! (I'm thinking, bull@#$%)
Friday morning, UPS flips the status to "Exception" Investigation Pending. Oh hell no!
I call DJI and they tell me its lost and they can't or won't send me a drone until UPS completes its investigation and that can take 8-10 business days. Oh hell no!!!
I get this letter in response to my inquiry:
Hello NAUIDIVER,
Greetings.
Thank you for contacting DJI Technical Support. I hope all is well with you today.
First of all, please do take our sincerest apologies for the inconvenience and for the frustrations that this issue has brought to you. We can certainly send your disappointments regarding your lost package and this is definitely not the experience that we want you to have.
To further assist you with your inquiry, what I did instead here in our end is we added a request on your case regarding your concern about your lost package. As of now, we cannot provide any information as any updates are not yet provided but rest assured that our team is currently doing their best to track the unit.
In addition to this, we would like to ask once again for your kind understanding as we resolve this matter, we know you have been patient in resolving this and we are very much thankful to that.
For updates, kindly keep your lines open.
Should you need any further information/assistance, please do not hesitate to reply to this email.
You will receive an email survey two days after this email if not responded. If you happen to be away and won’t be able to answer this email timely, please disregard the survey and reply to us directly.
Best regards,
Lisa
DJI Technical Support
Greetings.
Thank you for contacting DJI Technical Support. I hope all is well with you today.
First of all, please do take our sincerest apologies for the inconvenience and for the frustrations that this issue has brought to you. We can certainly send your disappointments regarding your lost package and this is definitely not the experience that we want you to have.
To further assist you with your inquiry, what I did instead here in our end is we added a request on your case regarding your concern about your lost package. As of now, we cannot provide any information as any updates are not yet provided but rest assured that our team is currently doing their best to track the unit.
In addition to this, we would like to ask once again for your kind understanding as we resolve this matter, we know you have been patient in resolving this and we are very much thankful to that.
For updates, kindly keep your lines open.
Should you need any further information/assistance, please do not hesitate to reply to this email.
You will receive an email survey two days after this email if not responded. If you happen to be away and won’t be able to answer this email timely, please disregard the survey and reply to us directly.
Best regards,
Lisa
DJI Technical Support
So I respond in kind:
Lisa,
Thank you for the form letter response.
However, I still want to reiterate that it is not my obligation or responsibility to stand by while you (DJI) and your freight carrier figure out what happened. What I expect as the customer; is delivery of my replacement drone under the terms of my DJI Care Refresh + program and expedited process for which I also paid extra.
You (DJI) can request that your freight carrier locate and return the package to you, if they can find it, or issue you payment under the terms of your insurance agreements. That has nothing to do with me at all.
Meanwhile, you (DJI) have an obligation of fulfillment to your customer (me) by immediately shipping a replacement drone under the terms of my DJI Care Refresh + Program.
When just about every retailer on the planet ships products to customers, and UPS/FedEx/DHL loses the package, they run a trace and recall the package. Standard procedure. BUT they immediate ship the customer their product again, they don't require the customer to wait for the outcome of tracing a lost package. If their shipper finds the package, they return it to the sender. If they can’t find the package, the pay the sender the insured value. Very simple.
Additionally, sending me these emails and notices that I’m somehow obligated to wait for your investigative processes is simply unacceptable, and more pointedly irrelevant. Under our mutual warranty obligations governed by the DJI Care Refresh + program, I am not at all subjected to such processes and have faithfully completed my commitments by paying for the program and returning the damaged drone as evidenced prior. Now, DJI must fulfill its obligations under our contract for care + and the expedited return program. Again, I expect the drone to be sent today, along with notifying me of the tracking number associated with the new shipment.
Thank you.
>NAUIDIVER
Thank you for the form letter response.
However, I still want to reiterate that it is not my obligation or responsibility to stand by while you (DJI) and your freight carrier figure out what happened. What I expect as the customer; is delivery of my replacement drone under the terms of my DJI Care Refresh + program and expedited process for which I also paid extra.
You (DJI) can request that your freight carrier locate and return the package to you, if they can find it, or issue you payment under the terms of your insurance agreements. That has nothing to do with me at all.
Meanwhile, you (DJI) have an obligation of fulfillment to your customer (me) by immediately shipping a replacement drone under the terms of my DJI Care Refresh + Program.
When just about every retailer on the planet ships products to customers, and UPS/FedEx/DHL loses the package, they run a trace and recall the package. Standard procedure. BUT they immediate ship the customer their product again, they don't require the customer to wait for the outcome of tracing a lost package. If their shipper finds the package, they return it to the sender. If they can’t find the package, the pay the sender the insured value. Very simple.
Additionally, sending me these emails and notices that I’m somehow obligated to wait for your investigative processes is simply unacceptable, and more pointedly irrelevant. Under our mutual warranty obligations governed by the DJI Care Refresh + program, I am not at all subjected to such processes and have faithfully completed my commitments by paying for the program and returning the damaged drone as evidenced prior. Now, DJI must fulfill its obligations under our contract for care + and the expedited return program. Again, I expect the drone to be sent today, along with notifying me of the tracking number associated with the new shipment.
Thank you.
>NAUIDIVER
And so the day concludes, and DJI closes for the weekend; and I get no response...
First world problems. bummer!