I felt I should share my experience with DJI customer support and the lack of help I have received.
Last year I bought an Inspire 1 and 4 TB-47 batteries on August 1st 2015. I purchased the batteries from my rc helicopter sponsor RC Aerodyne.
The inspire 1 was purchased for an aerial photography business I had planned to get off the ground this past spring.
At then end of my flying season beginning on November 2015 I put all 4 batteries into storage mode. They had at the most 15 flights per pack. Winters in Canada are very cold and brutally long. No where in the manual did it state I would have to cycle these packs through out the winter. Older stock would be my guess.
In the spring time I was in the process of getting a standing SFOC as well as the required insurance in place to start my business.
When I went to charge all my batteries not one of them would take a charge or even light up for that matter, all 4 of them had bricked on me.
The natural thing to do was contact DJI through multiple avenues and explain the issue I was experiencing. Their response was that the 6 month window had passed and no warranty would be offered or even a discount for that matter.
I was simply told to just buy more batteries. Financially this was not an option for me to put out another $1000+. I continued to try and explain this to them. My sponsor Cliff Turnbull from RC Aerodyne offered to send me 4 new batteries for all of the help I give him as I am one of his sponsored pilots and do most of his graphic art for him.
I thought awesome I will get to make my dream job a reality, but there was one problem here he could not get stock from his supplier.
Several months passed and at the beginning of this month I had a family member with anxiety and depression issues go missing from the hospital. This was headline news across Canada and seeing as me and my wife live 6 hours drive from where the family member went missing we just hoped she would be found soon.
On day 3 of the family member missing my mother in law asked me if I would be willing to use my inspire 1 to assist in the search, I explained the situation and the family would all help to cover the cost of 4 new batteries.
On day 5 my wife got the news that she had been given the time off and the wheels where in motion to join in the search parties my one mission now was to buy new batteries.
Multiple calls to different shops across Canada resulted in the same findings, no shops had any stock of said batteries.
I spoke with rotorquest and they explained to me they where not bringing in any new stock do to receiving to many DOA/bricked batteries and DJI pretending this issue was non existent.
I once again called my sponsor and he also not only with my 4 batteries being bricked had sent out 3 to other customers with the same results.
DJI's response to me was sorry your 6 month warranty is up please just buy more batteries option was truly not even an option and with the urgency that these batteries where needed was stressful beyond belief.
More calls to DJI, more contact through their chat feature as well as their email. I explained the issue I was having as well as the position I was in and the urgency of me obtaining batteries. Telephone representative where very understanding and their opinion was if I could send you batteries I would.
On day 6 my family member was found alive and the relief was overwhelming to say the least. This morning I once again from DJI zendesk received a new message from them. I will copy an paste their response here for all to read. Not once did they respond to my issues or my concerns or me being able to purchase batteries in my time of desperate need.
I believe the issue with these batteries is a firmware issue that is causing said batteries to discharge to the point of bricking.
This would be why most dealers are refusing to bring in new stock and even dealers that are wishing to purchase them can not get stock from their suppliers. Here is the latest response from DJI.
"Dear heli-insane,
Thank you for your response.
I apologize for the frustration that you experience regarding with this matter. Unfortunately, I really want to help you but based on your past email with us it shows that the information provided indicates that the batteries are outside of its warranty period. To review the warranty period for all parts related to our products, please review the After-Sales Service Policy, located at the following link: DJI Support - Here for You. We recommend you to buy a new battery to our Your first stop for DJI drones and camera technologies, offering a host of special value-added services | DJI Store
Thank you so much for your understanding and patience.
Thank you for choosing DJI,
"The Future of Possible!"
Best Regards,
Marie"
As it stands I have a high priced paper weight that I can not fly and was purchased for my dream job. DJI honestly does not truly care for the customers that have helped make them so successful.
Looks like I will have to start saving up and find a different company that would most definitely stand behind their products.
Last year I bought an Inspire 1 and 4 TB-47 batteries on August 1st 2015. I purchased the batteries from my rc helicopter sponsor RC Aerodyne.
The inspire 1 was purchased for an aerial photography business I had planned to get off the ground this past spring.
At then end of my flying season beginning on November 2015 I put all 4 batteries into storage mode. They had at the most 15 flights per pack. Winters in Canada are very cold and brutally long. No where in the manual did it state I would have to cycle these packs through out the winter. Older stock would be my guess.
In the spring time I was in the process of getting a standing SFOC as well as the required insurance in place to start my business.
When I went to charge all my batteries not one of them would take a charge or even light up for that matter, all 4 of them had bricked on me.
The natural thing to do was contact DJI through multiple avenues and explain the issue I was experiencing. Their response was that the 6 month window had passed and no warranty would be offered or even a discount for that matter.
I was simply told to just buy more batteries. Financially this was not an option for me to put out another $1000+. I continued to try and explain this to them. My sponsor Cliff Turnbull from RC Aerodyne offered to send me 4 new batteries for all of the help I give him as I am one of his sponsored pilots and do most of his graphic art for him.
I thought awesome I will get to make my dream job a reality, but there was one problem here he could not get stock from his supplier.
Several months passed and at the beginning of this month I had a family member with anxiety and depression issues go missing from the hospital. This was headline news across Canada and seeing as me and my wife live 6 hours drive from where the family member went missing we just hoped she would be found soon.
On day 3 of the family member missing my mother in law asked me if I would be willing to use my inspire 1 to assist in the search, I explained the situation and the family would all help to cover the cost of 4 new batteries.
On day 5 my wife got the news that she had been given the time off and the wheels where in motion to join in the search parties my one mission now was to buy new batteries.
Multiple calls to different shops across Canada resulted in the same findings, no shops had any stock of said batteries.
I spoke with rotorquest and they explained to me they where not bringing in any new stock do to receiving to many DOA/bricked batteries and DJI pretending this issue was non existent.
I once again called my sponsor and he also not only with my 4 batteries being bricked had sent out 3 to other customers with the same results.
DJI's response to me was sorry your 6 month warranty is up please just buy more batteries option was truly not even an option and with the urgency that these batteries where needed was stressful beyond belief.
More calls to DJI, more contact through their chat feature as well as their email. I explained the issue I was having as well as the position I was in and the urgency of me obtaining batteries. Telephone representative where very understanding and their opinion was if I could send you batteries I would.
On day 6 my family member was found alive and the relief was overwhelming to say the least. This morning I once again from DJI zendesk received a new message from them. I will copy an paste their response here for all to read. Not once did they respond to my issues or my concerns or me being able to purchase batteries in my time of desperate need.
I believe the issue with these batteries is a firmware issue that is causing said batteries to discharge to the point of bricking.
This would be why most dealers are refusing to bring in new stock and even dealers that are wishing to purchase them can not get stock from their suppliers. Here is the latest response from DJI.
"Dear heli-insane,
Thank you for your response.
I apologize for the frustration that you experience regarding with this matter. Unfortunately, I really want to help you but based on your past email with us it shows that the information provided indicates that the batteries are outside of its warranty period. To review the warranty period for all parts related to our products, please review the After-Sales Service Policy, located at the following link: DJI Support - Here for You. We recommend you to buy a new battery to our Your first stop for DJI drones and camera technologies, offering a host of special value-added services | DJI Store
Thank you so much for your understanding and patience.
Thank you for choosing DJI,
"The Future of Possible!"
Best Regards,
Marie"
As it stands I have a high priced paper weight that I can not fly and was purchased for my dream job. DJI honestly does not truly care for the customers that have helped make them so successful.
Looks like I will have to start saving up and find a different company that would most definitely stand behind their products.
