So, some of you may recall that about a month ago I had a problem with the front left motor of my Mini 2 being stuck. I opened a topic about it and i got some great advice, with the general consensus being that I should send it back to DJI to be inspected.
I started a case with DJI's support and after answering all my questions and assuring me that the standard warranty for hardware parts is 2 years and not 1 as I thought it was, they very kindly sent me a return label.
However, when all was said and done I was very reluctant to send the drone out for a couple of simple reasons: first of all, the problem occurred only once. From that time onwards the drone was flying fine and while I could feel a slight difference in the motor's movement compared to the others, it was not enough to prevent the motor from working. Would I send my practically new drone out via courier with all the risks that this involves for nothing?
Another issue that I had was that apart from the issue with the motor the drone was working perfectly. Rock steady in flight, amazing footage, great range and never a hiccup. What if the drone ended up getting damaged while in transit and/or updated to the latest FW (thus preventing me from downgrading ever again) ? I could very well end up with the drone unrepaired and in a worse condition than before.
Time went by, the return label was sitting there collecting dust and while I should have let the whole thing go, it was still nagging at me. Yes, the drone was functioning perfectly fine but I knew that there was an issue there. So eventually I decided I had to do something to break out of the loop.
One morning I got a sturdy box, removed the battery and the props from the drone and contacted the courier company. Within a few hours the Mini was no longer with me and on its way to DJI's European repair center in Hungary. It was out of my hands now.
UPS was super slow to deliver the package to DJI as it was sent there by lorry, and to be honest I wasn't expecting much to come out of the whole thing. And here begins the story of the best customer service I have ever experienced.
The day after the drone was delivered back I say on this case tracker that they were inspecting it and would let me know if they found something and how they would proceed. Thinking that the procedure would take some time and that they would probably say that they couldn't find any issues I pushed the matter out of my mind.
Well, imagine my surprise then when just one day later I got an email saying that they would repair the drone for free, with a parts invoice underneath showing a Front Arm Motor (long cable) plus labor, with the prices zeroed out. So it looked that they actually accepted that there a problem after all and I would be getting back my drone with a new motor!! Amazing news!
And it got even better. Next day a new email comes through to let me know that the drone was on its way back!
Thinking this will take about a week, you can imagine my surprise when only two days later the doorbell rings and lo and behold its a courier with a brown box from DJI! Wow that was fast!
I take the box in, leave it aside as I was very busy working and promptly forget about it. The next morning I see the box on the living room table and I realize I should open it and check the state of my drone. I open it and....... wait a minute! That's not MY drone!
Inside the nondescript brown box was a brand new Mini 2, factory sealed and all! So instead of simply repairing my drone they decided to replace it altogether! To say that I was blown away by thia surprise would be an understatement! To make things even more amqzing, included with this brand me drone was a complimentary card with the following note:
"Dear customer,
Thank you for your trust and support in DJI.
Recently you have returned a newly purchased product to us. We would like to apologise that the previous item didn't meet your expectations. We have included a small gift in your return package in hopes of compensating for the inconvenience thus may have caised.
Kind regards
DJI Europe"
What can I say now about all this? I am honestly dumbstruck about the level of customer support exhibited here. A longwinded post about my experience is the least I can do to say a huge Thank You! Amazing indeed.
I started a case with DJI's support and after answering all my questions and assuring me that the standard warranty for hardware parts is 2 years and not 1 as I thought it was, they very kindly sent me a return label.
However, when all was said and done I was very reluctant to send the drone out for a couple of simple reasons: first of all, the problem occurred only once. From that time onwards the drone was flying fine and while I could feel a slight difference in the motor's movement compared to the others, it was not enough to prevent the motor from working. Would I send my practically new drone out via courier with all the risks that this involves for nothing?
Another issue that I had was that apart from the issue with the motor the drone was working perfectly. Rock steady in flight, amazing footage, great range and never a hiccup. What if the drone ended up getting damaged while in transit and/or updated to the latest FW (thus preventing me from downgrading ever again) ? I could very well end up with the drone unrepaired and in a worse condition than before.
Time went by, the return label was sitting there collecting dust and while I should have let the whole thing go, it was still nagging at me. Yes, the drone was functioning perfectly fine but I knew that there was an issue there. So eventually I decided I had to do something to break out of the loop.
One morning I got a sturdy box, removed the battery and the props from the drone and contacted the courier company. Within a few hours the Mini was no longer with me and on its way to DJI's European repair center in Hungary. It was out of my hands now.
UPS was super slow to deliver the package to DJI as it was sent there by lorry, and to be honest I wasn't expecting much to come out of the whole thing. And here begins the story of the best customer service I have ever experienced.
The day after the drone was delivered back I say on this case tracker that they were inspecting it and would let me know if they found something and how they would proceed. Thinking that the procedure would take some time and that they would probably say that they couldn't find any issues I pushed the matter out of my mind.
Well, imagine my surprise then when just one day later I got an email saying that they would repair the drone for free, with a parts invoice underneath showing a Front Arm Motor (long cable) plus labor, with the prices zeroed out. So it looked that they actually accepted that there a problem after all and I would be getting back my drone with a new motor!! Amazing news!
And it got even better. Next day a new email comes through to let me know that the drone was on its way back!
Thinking this will take about a week, you can imagine my surprise when only two days later the doorbell rings and lo and behold its a courier with a brown box from DJI! Wow that was fast!
I take the box in, leave it aside as I was very busy working and promptly forget about it. The next morning I see the box on the living room table and I realize I should open it and check the state of my drone. I open it and....... wait a minute! That's not MY drone!
Inside the nondescript brown box was a brand new Mini 2, factory sealed and all! So instead of simply repairing my drone they decided to replace it altogether! To say that I was blown away by thia surprise would be an understatement! To make things even more amqzing, included with this brand me drone was a complimentary card with the following note:
"Dear customer,
Thank you for your trust and support in DJI.
Recently you have returned a newly purchased product to us. We would like to apologise that the previous item didn't meet your expectations. We have included a small gift in your return package in hopes of compensating for the inconvenience thus may have caised.
Kind regards
DJI Europe"
What can I say now about all this? I am honestly dumbstruck about the level of customer support exhibited here. A longwinded post about my experience is the least I can do to say a huge Thank You! Amazing indeed.
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