DJI Service Center

Complaint: [redacted] I am rejecting this response because: Regards, [redacted] item shipped back on 1-27-due to damage again occurred when fixed and sent back to me on the 25thI created a new case abd sent it back in,received by DJI,inspected, quoted and fixed on Monday.I’m now waiting for the fixed unit to arrive backSo I have no idea if anything was fixed or if unit will operate properlyI’m not to confident with this being over times I have sent unit in and it’s been 1-months since I’ve flown the drone due to problems with refurbished drones I have been sentThis is supposedly a like new item that should perform like new and be in like new condition not damaged or not operating properlyI paid for the insurance on the drone and I have dealt with customer service for over monthsNo return calls from management on last cases and a product that is not a like new itemI’m hoping the problem is fixed but like I said not real confident

Complaint: [redacted] I am rejecting this response because:It does not address my concerns from my original message, but only repeats information which I already know Regards, [redacted] ***

Please inform the customer we have provided another replacement aircraft that was thoroughly looked over The product was as shipped out and scheduled for delivery on 2/6/ UPS tracking# [redacted] If you have any questions, please respond to this email Best Regards, Service Center

We have resolved this issue with the customer and exchanged the aircraft per customer’s requestThe product was as shipped out on 1/23/and delivered to the customer on 1/25/by UPS tracking# [redacted] [redacted] If you have any questions, please respond to this email Best Regards, Service Center

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Hello *** Your invoice states "damage that is not caused by a product malfunction or is out of the warranty period". You were already told the reason of your non-warranty was due to the gimbal being out of the 6-month warranty period. As a courtesy, we can provide a 15% discount to the current invoice to accommodate the cost. Please view our website for additional information regarding the after-sales policy for warranty on main parts*. https://www.dji.com/service/policy There are many ways to contact DJI if you are in need of support; by phone, email, forum and other social media ways of communication If you have any questions, please feel free to contact DJI North America Technical Support, Mon-Fri 9:00AM ~ 5:00PM (PST) via the following: Tel: ** *** *** *** Email: *** Online Support: *** Thank you for choosing DJI Best Regards, DJI

Dear *** We re-evaluated the flight data and this has been changed to a warranty repairI apologize for the unit being sent back unrepaired before we received the final analysis, but you will have another shipping label in this email shortlyPlease send the *** back in, same way as before,
and this will be repaired under warranty. Thank you

Based on the flight data analysis, the aircraft was determined to be a non-warranty repair due to indoor flight. The aircraft was shipped back unrepaired due to nonpaymentA discount was provided as a courtesy, but we will not be able to warranty the repair for the customer
Non-warranty reason GPS overlay - indoor flight user error FLY unit took off with ATTI mode with no satellite signal nor RC signalat t=52s, relative height =2.3m, unit hit on a wall from its left side and felluser commanded full roll left before impact, no malfunction foundobstacle avoidance are off on ATTI mode, unit are unstable due to no satellite/GPS signalconclusion: unfavorable flight environment GPS: not available impact date: 11/23/Best Regards, ***
*

Dear ***, Thank you for your response. Unfortuanlly we did not find any malfunctions in regards to the crash of your Spark aircraft. We can look more into this crash if you can please sync the flight records for us*** If you have any
questions, please feel free to contact *** North America Technical Support, Mon-Fri 9:00AM ~ 5:00PM (PST) via the following: *** ** *** *** ***
*** ***
*** *** *** Thank you for choosing *** Best Regards, ***

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]item shipped back on 1-27-18 due to damage again occurred when fixed and sent back to me on the 25th. I created a new case abd sent it back in,received by DJI,inspected, quoted and fixed on Monday.I’m now waiting for the fixed unit to arrive back. So I have no idea if anything was fixed or if unit will operate properly. I’m not to confident with this being over 5 times I have sent unit in and it’s been 2 1-2 months since I’ve flown the drone due to problems with refurbished drones I have been sent. This is supposedly a like new item that should perform like new and be in like new condition not damaged or not operating properly. I paid for the insurance on the drone and I have dealt with customer service for over 2 months. No return calls from management on last 2 cases and a product that is not a like new item. I’m hoping the problem is fixed but like I said not real confident.

Dear [redacted]We are sorry for your negative experience.  Based on the information we have on your Mavic Pro aircraft, the gimbal is out of the 6 month warranty period. The invoice is stated for a new camera module. Please visit our website for additional information regarding our warranty...

policy.[redacted] If you have any questions, please feel free to contact DJI North America Technical Support, Mon-Fri 9:00AM ~ 5:00PM (PST) via the following:Tel: [redacted] Email: [redacted] Online Support: [redacted]Thank you for choosing DJIBest Regards, DJI

We have resolved this issue with the customer and exchanged the aircraft per customer’s request. The product was as shipped out on 1/23/18 and delivered to the customer on 1/25/18 by UPS tracking# [redacted]  ...

[redacted] If you have any questions, please respond to this email.   Best Regards, Service Center

Please inform the customer we have provided another replacement aircraft that was thoroughly looked over.  The product was as shipped out and scheduled for delivery on 2/6/18.  UPS tracking# [redacted] If you have any questions, please respond to this email.    Best Regards, Service Center

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and while I am disappointed overall with the quality of customer service I have received from DJI (see below), I feel that the resolution is the best I can hope for, and accept it.
 My reasons for my stated disappointment:1) Failure to acknowledge in any way, shape, or form, that this was likely a product malfunction.  I've stated multiple times that this occurred in older video taken immediately after receiving the product, and that I could back this up with video evidence, but this was never even acknowledged, even if it wouldn't ultimately change the outcome (e.g., "we're sorry this occurred with our product but unfortunately we can only cover problems reported during the warranty period..." - a simple courtesy that costs nothing and at least tells me that you read the problem description I spent so much time writing up).2) "There are many ways to contact DJI..." - I tried ALL of the listed methods (online, email, phone) before filing a Revdex.com claim.  This was the only way I was able to get a timely (i.e., < 2 week) response, and one that was even semi-relevant to my queries. If DJI will send me an updated invoice reflecting the 15% discount, I will approve the payment.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:It does not address my concerns from my original message, but only repeats information which I already know.
Regards,
[redacted]