Hi Revdex.com, D [redacted] bought a DJI Inspire from us 8/26/ Not once has D [redacted] contacted us about having any issues with his craft We think he contacted the manufacture directIf you don't contact us within the first 10days letting us know you have an issue theres nothing we can do DJI's policy makes customers deal with them direct after the first 10days of purchase has expired to fix any issue Thanks
To whom it may Concern, A complaint was recently filed by a MrR [redacted] on the Revdex.com page for Dronefly.comIn this complaint, MrW [redacted] states several issues he had with the level of service providedThis rebuttal will attempt to address them individuallyThe product that MrW [redacted] was sold “malfunctioned right out of the box” MrW [redacted] did not place a conventional order with usHe chose to have his total order financed with our partner Lease StationHe began the financing process on June 6th and we were able to bring that to completion on June 9thWe sent the product to MrW [redacted] on June 10th and it was signed for on Monday, June 15thMrW [redacted] brought the issue with his craft to our attention on June 22ndDuring the course of this conversation MrW [redacted] described the nature of the issue that he was having2) Customer was told that “it was his problem” when he phoned in initially The employee that MrW [redacted] dealt with came to the conclusion that he was having what is commonly referred to as a “flyaway”In layman’s terms a flyaway is an issue with the on-board flight controller that normally maintains the craft’s position in spaceIn order to function properly it needs to receive accurate information from the onboard GPS module and magnetic compassIn the event that information is incorrect it may cause problemsDue to the nature of the issue in question as well as the terms of our agreement with the manufacturer (DJI) we are expressly prohibited from working on, or swapping out under warranty, any craft experiencing this kind of issueThe reason being that the flight controller uses proprietary software that our technicians do not have access toAt this time MrW [redacted] was informed that if he wanted the issue resolved by way of a replacement craft he would have to call DJI and open up a repair ticket seeing as we are also prohibited from opening tickets for our customers directly3) Customer was told by DJI to “contact Dronefly” MrW [redacted] phoned in to DJI in order to open a repair ticket, however, did not effectively communicate to them the nature of his issueBelieving that it was a more conventional issue instead of a “flyaway” he was told that he needed to contact us and handle the issue with his retailerIt was at this time that in the interest of customer service one of our employees took on a more direct role with R [redacted] We contacted DJI on his behalf to clarify the nature of his issue and get his ticket openedAfter DJI was informed of the specifics of the situation MrW [redacted] began the warranty process with DJIAt this point the situation was out of our hands and up to the manufacturerDuring the course of this process DJI determined based off information garnered from the flight controller that his issue was in fact not a “flyaway” but user errorConsequently, MrW [redacted] was told that he would not receive a replacement craft under warranty In summation, MrW [redacted] was under the opinion that he had a legitimate flyaway and his craft should be replacedUnfortunately, the information stored in the flight controller contradicted his claims
Hi Revdex.com, D [redacted] bought a DJI Inspire from us 8/26/ Not once has D [redacted] contacted us about having any issues with his craft We think he contacted the manufacture directIf you don't contact us within the first 10days letting us know you have an issue theres nothing we can do DJI's policy makes customers deal with them direct after the first 10days of purchase has expired to fix any issue Thanks
To whom it may Concern, A complaint was recently filed by a MrR [redacted] on the Revdex.com page for Dronefly.comIn this complaint, MrW [redacted] states several issues he had with the level of service providedThis rebuttal will attempt to address them individuallyThe product that MrW [redacted] was sold “malfunctioned right out of the box” MrW [redacted] did not place a conventional order with usHe chose to have his total order financed with our partner Lease StationHe began the financing process on June 6th and we were able to bring that to completion on June 9thWe sent the product to MrW [redacted] on June 10th and it was signed for on Monday, June 15thMrW [redacted] brought the issue with his craft to our attention on June 22ndDuring the course of this conversation MrW [redacted] described the nature of the issue that he was having2) Customer was told that “it was his problem” when he phoned in initially The employee that MrW [redacted] dealt with came to the conclusion that he was having what is commonly referred to as a “flyaway”In layman’s terms a flyaway is an issue with the on-board flight controller that normally maintains the craft’s position in spaceIn order to function properly it needs to receive accurate information from the onboard GPS module and magnetic compassIn the event that information is incorrect it may cause problemsDue to the nature of the issue in question as well as the terms of our agreement with the manufacturer (DJI) we are expressly prohibited from working on, or swapping out under warranty, any craft experiencing this kind of issueThe reason being that the flight controller uses proprietary software that our technicians do not have access toAt this time MrW [redacted] was informed that if he wanted the issue resolved by way of a replacement craft he would have to call DJI and open up a repair ticket seeing as we are also prohibited from opening tickets for our customers directly3) Customer was told by DJI to “contact Dronefly” MrW [redacted] phoned in to DJI in order to open a repair ticket, however, did not effectively communicate to them the nature of his issueBelieving that it was a more conventional issue instead of a “flyaway” he was told that he needed to contact us and handle the issue with his retailerIt was at this time that in the interest of customer service one of our employees took on a more direct role with R [redacted] We contacted DJI on his behalf to clarify the nature of his issue and get his ticket openedAfter DJI was informed of the specifics of the situation MrW [redacted] began the warranty process with DJIAt this point the situation was out of our hands and up to the manufacturerDuring the course of this process DJI determined based off information garnered from the flight controller that his issue was in fact not a “flyaway” but user errorConsequently, MrW [redacted] was told that he would not receive a replacement craft under warranty In summation, MrW [redacted] was under the opinion that he had a legitimate flyaway and his craft should be replacedUnfortunately, the information stored in the flight controller contradicted his claims