Your experience of DJI Support??

[UAV Man]

Having recently had a big bill for a crash at low altitude and speed. After they had the Inspire 1 for several weeks I've seen conflicting information from across the world on which continent gets the best support. In Europe we seem to get royally SHAFTED by our Chinese friends. While in the US I see stories of great service including 'collect and return' processes and event FREE replacements.....

What's your thoughts?

 

[Scotflieger]

The new DJI Europe BV service centre based in the Netherlands provided me with an excellent turn around (inside 2 weeks). The only problem was the cost of shipping (UK Parcel Force) and delays at the Channel Tunnel at the height of the immigrant swarm.

 

[UAV Man]

The new DJI Europe BV service centre based in the Netherlands provided me with an excellent turn around (inside 2 weeks). The only problem was the cost of shipping (UK Parcel Force) and delays at the Channel Tunnel at the height of the immigrant swarm.

Thanks for input, my recent bill was a little concerning. Seem to have changed anything and everything with the slightest scratch!!

 

[gruvpix]

NA support was brutal to deal with in the beginning... Apparently they were moving repair centres or something. I was fed up and sent an angry email. Next thing I know a brand new replacement Inspire is on its way... So all's well that ends well I guess, but we were left in the dark for about 8 weeks without any updates or idea of when we might get the drone back.

 

[andreweio101]

I had a faulty battery that DJI Support needed copious amount of information to prove the fault then that I bought it from them.

Then they promptly couriered me a new battery so my overall impression has been good.

 

[UAV Man]

NA support was brutal to deal with in the beginning... Apparently they were moving repair centres or something. I was fed up and sent an angry email. Next thing I know a brand new replacement Inspire is on its way... So all's well that ends well I guess, but we were left in the dark for about 8 weeks without any updates or idea of when we might get the drone back.

Nice result in the end but revenue lost could equate to the COST price of a new Inspire 1 or more to fair.

 

[UAV Man]

I had a faulty battery that DJI Support needed copious amount of information to prove the fault then that I bought it from them.

Then they promptly couriered me a new battery so my overall impression has been good.

Bless them, happy ending as they say

 

[gruvpix]

Nice result in the end but revenue lost could equate to the COST price of a new Inspire 1 or more to fair.

Oh absolutely. We were forced to buy a Phantom 3 that we really didn't need because of the whole ordeal. Ultimately it is nice we have two drones now but we weren't expecting to have to incur that extra cost.
Loss in revenue if we had no drone at all would have been around $15k for the two months.

 

[UAV Man]

Oh absolutely. We were forced to buy a Phantom 3 that we really didn't need because of the whole ordeal. Ultimately it is nice we have two drones now but we weren't expecting to have to incur that extra cost.
Loss in revenue if we had no drone at all would have been around $15k for the two months.

My point to the DJI Support guy on email, that sort of delay means the product just isn't commercially viable unless they are willing to supply parts.

 

[UAV Man]

Just heard back from DJI Netherlands after chasing the repair, basically thanks for the 800 quid once the repair is DONE it should be 14 days to be returned!! Are they using a f**king cart and horse to return this thing!! That will make it about 6 weeks!! from receipt!

DJI have no place in the commercial market place with service like this, seriously pi$$ed off, total waste of investment. Can someone please recommend either DIY project or alternative manufacture?

Sorry for rant but what a bunch of wan^%rs!!

 

[The Editor]

Just heard back from DJI Netherlands after chasing the repair, basically thanks for the 800 quid once the repair is DONE it should be 14 days to be returned!! Are they using a f**king cart and horse to return this thing!! That will make it about 6 weeks!! from receipt!

DJI have no place in the commercial market place with service like this, seriously pi$$ed off, total waste of investment. Can someone please recommend either DIY project or alternative manufacture?

Sorry for rant but what a bunch of wan^%rs!!

Try Drone Doctor UK - Quadcopter and Camera Drone Repairs (Part of DJI Quadcopters, FPV Video Goggles and FPV Systems for Camera Drones | FirstPersonView) who have been around a long time

I have heard although not had it verified that they are authorised to repair Inspires. A quick phone call should be able to confirm that (or not)

 

[UAV Man]

Try Drone Doctor UK - Quadcopter and Camera Drone Repairs (Part of DJI Quadcopters, FPV Video Goggles and FPV Systems for Camera Drones | FirstPersonView) who have been around a long time

I have heard although not had it verified that they are authorised to repair Inspires. A quick phone call should be able to confirm that (or not)

Thanks Editor,

Once I have thing back I will NOT be returning it to the DJI Europe office for sure!! I'd rather send it to my office in either US or China as they seem to have much better feedback.

So disappointed as the product is really nice.

 

[The Editor]

Thanks Editor,

Once I have thing back I will NOT be returning it to the DJI Europe office for sure!! I'd rather send it to my office in either US or China as they seem to have much better feedback.

So disappointed as the product is really nice.

Just thought Gatwick is not too far a hop down to Brighton so if you did send it there you could actually go pick it up afterwards to save any couriers playing football with it.
I too have had nightmares with DJI Europe - long story short... they lost a camera of mine and it vanished into thin air...... no record of it ever being signed in although tracking said differently. . Sorted now but I had to pull a few strings and get LA involved!

Hope you get things sorted.

 

[UAV Man]

Just thought Gatwick is not too far a hop down to Brighton so if you did send it there you could actually go pick it up afterwards to save any couriers playing football with it.
I too have had nightmares with DJI Europe - long story short... they lost a camera of mine and it vanished into thin air...... no record of it ever being signed in although tracking said differently. . Sorted now but I had to pull a few strings and get LA involved!

Hope you get things sorted.

I have an Office in Concord US so I'll get them to sort it next time....

 

[UAV Man]

FYI
DJI Forum|How satisfied are you with DJI Support? (Please Vote)

 

[BaldEagle]

I've used the web portal twice to send messages for product that was giving me a problem. Absolutely no response. I feel insignificant, small, irrelevant, ignored, thrown aside, dissed, used. I know I alone didn't make them rich, but I have spent a reasonable $15,000 on their products so far. If I was at a casino, they'd probably at least buy me a Coke and asked me how I felt every once in a while.

 

[RugbyRef]

Let me add to your misery Bald Eagle...

I had a problem updating the firmware and called in on the chat function today. I guy from the DJI EU got on-line with me and we had the issue solved in about 25 minutes. I am in the USA, so imagine my surprise!

 

[UAV Man]

Let me add to your misery Bald Eagle...

I had a problem updating the firmware and called in on the chat function today. I guy from the DJI EU got on-line with me and we had the issue solved in about 25 minutes. I am in the USA, so imagine my surprise!

Well done, usually EU support take 'Six Weeks' to do anything it seems!!!...

Can only assume he was he was resting between his 'Pipe and a Pancake' if he was the Dutch guys!!

 

[UAV Man]

I've used the web portal twice to send messages for product that was giving me a problem. Absolutely no response. I feel insignificant, small, irrelevant, ignored, thrown aside, dissed, used. I know I alone didn't make them rich, but I have spent a reasonable $15,000 on their products so far. If I was at a casino, they'd probably at least buy me a Coke and asked me how I felt every once in a while.

Seem the DJI guys are too busy for us customers and more interested in releasing 'STICKS' and over priced gimmick cameras! I'm awaiting a response from their European Marketing Director. If anyone else needs his email let me know.

 

[UAV Man]

Just heard back from DJI Netherlands after chasing the repair, basically thanks for the 800 quid once the repair is DONE it should be 14 days to be returned!! Are they using a f**king cart and horse to return this thing!! That will make it about 6 weeks!! from receipt!

DJI have no place in the commercial market place with service like this, seriously pi$$ed off, total waste of investment. Can someone please recommend either DIY project or alternative manufacture?

Sorry for rant but what a bunch of wan^%rs!!

Okay now they have corrected the last vague email and said the '14 days' includes the time to repair it!! Apologies DJI but the clock is ticking....