Read this before buying anything from DJI

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.

 

I've never experienced it myself, but that has to be pretty heart breaking seeing your phantom fly off out of range - completely out of your control - also worrying to know where/and on what it will land.