Hey fellas
I contacted dji support about a month ago, because of a crash I had that I believed to be caused by a bug in the software or something. It could be easy figured out by them looking at the flight logs.
Surprise surprise, they only started addressing my issue exactly a month later, which coincides with the time it takes for the flight logs to start overlapping (therefore the record of my flight is now gone). I didn't know about this so I didn't do a backup. In fact, I thought that by syncing the flights on the dji account would also transfer that information, so I thought it was already there for them to access. Apparently the flight information on the drone and the one that can be synced in the Pilot App are totally different things.
Now its impossible for them to analyze what happened. What I told them was that it wasn't my fault that they took so long to answer me, in fact, they advertise 24/7 customer support but the live chat always redirects me to email, and therefore they should automatically assume the mistake (the customer is always right type deal).
Now that the guy admitted that it was their fault and I'm right, I told them they should resolve the issue by replacing the parts that were broken (sent them pictures and information). At this point the guy just says "I'm sorry this happened to you". I replied by saying "I know Dji is overwhelmed with customer support, it must be really hard for you guys to do your job, but I must insist that you try and resolve this issue in the best way you can" and went on and explained once more the parts that were broken etc, and he replied once again with only an apology.
If they dont want to replace the parts for me, they should just say it, not pretend to not understand that part and just say "sorry".
Here is a response that I got after 4 emails of me explaining why I'm entitled to be compensated:
"
Hi Jose,
I'm just being involved in your case dated from Jun.24th and I'm sorry for the unpleasant experience you have suffered.
But you are totally correct that it's not your fault that email not being response in a timely manner.
Again, I'm sorry for that.
With regards
DJI Technical Support10
"
It doesn't even make any sense. He has all the emails in front of him, he could just read the last one and get up to speed and understand the entire situation and address it properly. What does he expect? for the conversation to end here? I dont understand.
Apple for instance always tries to blame issues on the customers first before anything else, and denies free replacements or any free service. But at least they have the decency to give a reply instead of avoiding the issue. If you insist on them, you eventually get what you need, if you really deserve it obviously.
Well sorry for venting, maybe someone can learn from this experience.
Cheers!
I contacted dji support about a month ago, because of a crash I had that I believed to be caused by a bug in the software or something. It could be easy figured out by them looking at the flight logs.
Surprise surprise, they only started addressing my issue exactly a month later, which coincides with the time it takes for the flight logs to start overlapping (therefore the record of my flight is now gone). I didn't know about this so I didn't do a backup. In fact, I thought that by syncing the flights on the dji account would also transfer that information, so I thought it was already there for them to access. Apparently the flight information on the drone and the one that can be synced in the Pilot App are totally different things.
Now its impossible for them to analyze what happened. What I told them was that it wasn't my fault that they took so long to answer me, in fact, they advertise 24/7 customer support but the live chat always redirects me to email, and therefore they should automatically assume the mistake (the customer is always right type deal).
Now that the guy admitted that it was their fault and I'm right, I told them they should resolve the issue by replacing the parts that were broken (sent them pictures and information). At this point the guy just says "I'm sorry this happened to you". I replied by saying "I know Dji is overwhelmed with customer support, it must be really hard for you guys to do your job, but I must insist that you try and resolve this issue in the best way you can" and went on and explained once more the parts that were broken etc, and he replied once again with only an apology.
If they dont want to replace the parts for me, they should just say it, not pretend to not understand that part and just say "sorry".
Here is a response that I got after 4 emails of me explaining why I'm entitled to be compensated:
"
Hi Jose,
I'm just being involved in your case dated from Jun.24th and I'm sorry for the unpleasant experience you have suffered.
But you are totally correct that it's not your fault that email not being response in a timely manner.
Again, I'm sorry for that.
With regards
DJI Technical Support10
"
It doesn't even make any sense. He has all the emails in front of him, he could just read the last one and get up to speed and understand the entire situation and address it properly. What does he expect? for the conversation to end here? I dont understand.
Apple for instance always tries to blame issues on the customers first before anything else, and denies free replacements or any free service. But at least they have the decency to give a reply instead of avoiding the issue. If you insist on them, you eventually get what you need, if you really deserve it obviously.
Well sorry for venting, maybe someone can learn from this experience.
Cheers!
