Read this before you buy anything from DJI

Viking2

Viking2

New Member
DJI No Care

I want to warn all potential DJI customers that their support is mostly terrible and their care for customers is more or less non-existent

First - I have a long history with DJI

I have bought 4 Phantoms (two flew away for no reasons and never to be found).

I have bought 1 Inspire 1 (have a history of malfunction batteries and RCs that never worked (even when I got a new secondary RC for camera control) and also the carrying case where handle broke after 10 times of use and my screen on my iPad broke.

I have bought 2 Osmos (never any problem so far)

I have bought 1 Mavic (so far so good).

The problem

Over a A month ago I ordered a Spark Flymore just for the purpose to bring on my trip to Singapore this week. I even ordered DJI CARE.

I got the 12 of july and same day I ended up sitting chatting 3 hours on support as the remote did not pair with the Spark (first line off suport knew less then me) second one gave up after a couple of hours and told me that I need to send it to Holland and that it should be no problem to get me a new one in time. It sounded ok.

But everyday I have been mailing and chatting with Sales , aftersales and the Netherlands support department.

The pattern is like ”Ok but you need to talk to those guys and they will see that you get a new in time”. So I start to talk to the next place and they will tell you ”We will refund you in a few weeks and we suggest that you order your new Spark on our website”. And every time I will come back and say ”Hey if I order a new one, will I get it in time for my Singapore trip the 26 july, it says 11 working days on your site”. Then they will come back, Ok then talk to those guys at XXX and they will help you.

It is either ”they will fix it if you contact that department ” or

”We apologize for the delay on your request, don't worry we will do our best to speed up this request.
We would like to inform you that your replacement is still ongoing with the approval process, and we will be getting in touch with our replacement team to have this case escalated.
But don't worry, we will update you as soon as we have received a feedback from our service center.”

”Don´t worry” in the DJI world means we are doing nothing to help you so why worry?


I am shocked over the years that DJI provide such bad or non existent service. But some of my Chinese friends tell me ”But this is how it is in China, you can not expect anything else as the staff has no possibility to make own decisions or do anything that is not the standard procedure.”

I mean how difficult can it be to send a new SPARK with DHL?

So if you are about to buy anything from DJI you need to be aware that you are not doing business with a European or American company so don´t expect them to care for you or help you even if you are a long time loyal customers.


So if you are lucky you will not need to use their support, and then I have to admit that some of their products are great. But if you are unlucky and get a product that is dead on arrival or is malfunction - boy you are about to get disappointed and angry.


Suggest new DJI slogan:

DJI (NO) CARE - We care about your money - not our customers don't believe anything else.
 
My experience with DJI is much more limited. But not good.

I would tend to agree with Viking 2. With the premise that this is a inherent fault of the Chinese society.

No one is trained or permitted to act on behalf of the company.

Take AMAZON, for instance. The employees are permitted and encouraged to handle customer issues expeditiously. Hence Amazon's very high ratings.

Coincidentally . I had an issue with my Amazon order of a Phantom 3 Standard. Short story.

The Amazon representative immediately gave me a refund of almost $200 right on the spot! And, I got to keep the Phantom!

Now that is customer service. This is not a one time fluke. They have been exemplary time and time again.

Yes I am am Amazon fan .:p
 
ArmyVet said:
My experience with DJI is much more limited. But not good.

I would tend to agree with Viking 2. With the premise that this is a inherent fault of the Chinese society.

No one is trained or permitted to act on behalf of the company.

Take AMAZON, for instance. The employees are permitted and encouraged to handle customer issues expeditiously. Hence Amazon's very high ratings.

Coincidentally . I had an issue with my Amazon order of a Phantom 3 Standard. Short story.

The Amazon representative immediately gave me a refund of almost $200 right on the spot! And, I got to keep the Phantom!

Now that is customer service. This is not a one time fluke. They have been exemplary time and time again.

Yes I am am Amazon fan .:p
Click to expand...


Thats they way to go!
Thanks for sharing, US and Chinesse level of service is like day and night.
We tend to forget that when we do business with Chinese companies.

Buying DJI things from Amazon is the best of two worlds!
 
I resigned myself to knowing that dealing with DJI directly would be futile, there are authorized DJI service centers located throughout the US. Luckily I have one around 200 miles from me (next day UPS shipped anywhere from within my state cheap), I send my quads in to them once a year (provided I have no other issues) just for a tune up, they diagnose, look for any wear & tear, perform electrical stress tests ect.. all for $89.99 US.

If I ever have a problem with any of my DJI products I will gladly pay them for any repairs required just to not deal with DJI !!
 
WOW, I've been really on the fence about buying either the Spark Fly More, Or the Mavic Pro for a little more $$. Just got off the DJI forums lots of talk about these two drones just falling from the sky, and getting no or almost no help from DJI!! Now I'm kinda on the fence about buying a drone at all. :-( Does anyone sell drones that are reliable, or at least back up their product? And If I decide to buy one, should I get it through Amazon so I have their "warrantee" (I do not like Amazon, seems they take forever to ship unless you pay for expedited shipping).
So who else has good drones on the market ??
 
I like Amazon. They know customer service.

But you have to check availability and expected ship date. if it come from China...........your going to wait.

Good Luck!
 
If you are buying your first drone I suggest you buy something inexpensive like a <$100 toy drone, most of them work OK out of the box, learn the aerodynamics of flying first. Once you get the hang of it start looking at more expensive stuff.

BTW: Most of the issues you see on DJI Forums are due to people not understanding how to update Firmware properly or not calibrating IMU's, Compasses, ect...
I have been flying DJI for years now P3P's, just got a new Mavic, completed all the required FW & Controller updates, have about 10 hours fly time on it and it is flying perfectly, not to say something can't happen, and there are lemons right out of the box. Most of the issues were with the first production models as DJI was so backlogged with orders there quality control was not good and they just wanted to pump out the orders. Things have quieted down now and quality control has improved considerably.
Sad to say there support has not !
 
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I keep hearing that
QuadKid said:
If you are buying your first drone I suggest you buy something inexpensive like a <$100 toy drone, most of them work OK out of the box, learn the aerodynamics of flying first. Once you get the hang of it start looking at more expensive stuff.

.
Click to expand...
 
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