Zenmuse X5S sensor issues

[Javajack]

I have been dealing with DJI support for over 3 months now. My Inspire 2 with X5S suffered damage in a crash. While DJI turned the repair around quickly I was saddled with a camera with multiple dead or hot pixels. I shot a short video to prove these pixels were visible, shipped the camera back and now 3 months later we are still trying to get a camera without dead pixels. DJI engineers deny any issues and I finally had to send footage to a lab we use for QC on our internationally distributed productions, get a failure report from the lab. I had to pay $300 out of my pocket just to prove these pixels issue to DJI, who sends the cameras back saying the camera meets their standards. I have been passed from one customer service rep to another, each time having to start over, bring them up to speed on the issue, post footage of tests. I’m sick and tired of this. I need to talk to someone in management. Does anyone know how to get past the walls and policies and speak with someone of authority?

 

[Shintintin]

That sounds really frustrating. I’ve been through something similar with tech support, and what helped me was pushing for an escalation right from the start—ask for a manager or supervisor, and if that doesn’t work, try reaching out through social media. Companies are often quicker to respond when it's public. You could also look up higher-up contact details, sometimes even LinkedIn works to get you to the right person.

 

[Javajack]

That sounds really frustrating. I’ve been through something similar with tech support, and what helped me was pushing for an escalation right from the start—ask for a manager or supervisor, and if that doesn’t work, try reaching out through social media. Companies are often quicker to respond when it's public. You could also look up higher-up contact details, sometimes even LinkedIn works to get you to the right person.

Thanks for the response. These are really good suggestions. Support indicated that the matter has been escalated, but I’ve not been able to get in contact with management. I’ll check out LinkedIn, as you suggest and see if I can get this matter in front of someone with authority. What’s been really frustrating is being bounced around to now what seems like a dozen people and having to bring each new individual up to speed. I’ve been asked to send the lens in, for instance. I said how does a lens cause a bright white pixel with the lens cap on and no light?