DJI: Here is our solution to all customer service problem

Chris_YY

Chris_YY

Member
Me: My drone lost balance during take-off and crashed into salt water.
DJI: No, you crashed your drone due to low battery on the 2nd flight.
Me: But I have 4 flight logs on that day, how do you explain the last two flights?
DJI: Here is 20% off on your repair fee. Your case is closed.

After I post my experience on Chinese social media...
DJI: We reviewed your case. It looks like your drone crashed on the 3rd flight.
Me: Can you sent me the latest result of data review?
DJI: Yea, I will make sure of it.

After 10 days...
Me: Where is my data review?
DJI: You requested to return the drone. Your case is closed.
Me: What? But you made a promise. You just forgot it?
DJI: We checked what you said. Here is 20% off on your next purchase.
(Still no data review provided)

Before I sent my drone...
Me: Can I ship my battery in this condition?
DJI: Yea, it's okay to ship it.
After I received my drone (unrepaired)...
Me: Where is my battery? DJI support told me it's okay to ship it so I did.
DJI: No, it's not safe to ship it. Here is 20% off for a new battery.

DJI customer service: sales skills A+
Save your 20% off, I want my battery back and the data review as promised.
 
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Chris_YY said:
Me: My drone lost balance during take-off and crashed into salt water.
DJI: No, you crashed your drone due to low battery on the 2nd flight.
Me: But I have 4 flight logs on that day, how do you explain the last two flights?
DJI: Here is 20% off on your repair fee. Your case is closed.

After I post my experience on Chinese social media...
DJI: We reviewed your case. It looks like your drone crashed on the 3rd flight.
Me: Can you sent me the latest result of data review?
DJI: Yea, I will make sure of it.

After 10 days...
Me: Where is my data review?
DJI: You requested to return the drone. Your case is closed.
Me: What? But you made a promise. You just forgot it?
DJI: We checked what you said. Here is 20% off on your next purchase.
(Still no data review provided)

Before I sent my drone...
Me: Can I ship my battery in this condition?
DJI: Yea, it's okay to ship it.
After I received my drone (unrepaired)...
Me: Where is my battery? DJI support told me it's okay to ship it so I did.
DJI: No, it's not safe to ship it. Here is 20% off for a new battery.

Save your 20% off for your competent and credible customer service. I want my battery back and the data review as promised.
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That really sucks! Feel your pain.

I actually think a big part of the problem is language. They do not interpret what is meant in English the same way. Not a racist remark, just simple fact. I have had the same experiences with many overseas companies. Look at any manual. What????

I am not an English major, but I think these companies would do themselves a big favor by having first language English speakers proofread their manuals. Worth the investment.

Crash
...i fall off my soapbox
 
I'll never worry about crashing in an ocean, the closest one to me is the Atlantic at about 900 miles. Now, a great lake would be closer and Gar Pikes like shiny things that flutter around them.
 
LoneRCRanger said:
I'll eat trout as long as someone else murder's them
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Tossing them into the cooler full of ice pretty much resolves that issue for you. ;)
Now catfish are another story .... I've brought them home and, after several hours, upon plopping them into the sink to start
cleaning them as soon as I turn on the water they'd start fighting again ... lol ... resilient bastards they are. :p

The alternative is of course cleaning them where caught but then, yes, you hafta "murder" them.
That's something I have no qualms about though, being not only a fisherman but also a hunter too.
If you think killing and cleaning a fish is something then you should try field dressing a deer sometime ! :D
 
My uncle murdered deer for sport. My grand mother used to skin them, tan their hides into leather and butcher them. Of course, I was never around when that happened. I never cared for the taste of Bambi. Beef and pork are great as long as I don't have to see them murdered either. Zapping a Lamb is really gross as well. If I'd seen those I'd probably become a Vegan.
 
Anyone try Asian Carp? I understand they are a delicacy and once they stop fighting you to the death, they cook up well. Tough little buggers.
 
I think what @ArmyVet said about the language barrier is a big part.

When I worked for Earthlink years ago we had to deal with the 1st tier support using a decision tree that was keyword based. If they heard you say any of those words, they followed what the tree told them and quite often it leads to a repeat of steps from the previous call. (Insanity is defined as doing the same thing over and over and expecting a different result.) I imagine they overseas CS/TS work much the same way now.

I had a similar issue with Bang Good. I ordered a balance charger that was missing the cables, so I am unable to power it or to charge a battery. I contacted them, they offered 800 points to buy a new one, as a new customer I accepted because I thought that all of the points could be used on a purchase (only gave $1.30 discount.) After a poor review from me, they investigated and said that since I accepted the points, the case was closed. So to make this paperweight work, I have to spend more money and if I want to use all 800 points, I need to spend over $56.
 
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Torc the Sinister said:
I think what @ArmyVet said about the language barrier is a big part.

When I worked for Earthlink years ago we had to deal with the 1st tier support using a decision tree that was keyword based. If they heard you say any of those words, they followed what the tree told them and quite often it leads to a repeat of steps from the previous call. (Insanity is defined as doing the same thing over and over and expecting a different result.) I imagine they overseas CS/TS work much the same way now.

I had a similar issue with Bang Good. I ordered a balance charger that was missing the cables, so I am unable to power it or to charge a battery. I contacted them, they offered 800 points to buy a new one, as a new customer I accepted because I thought that all of the points could be used on a purchase (only gave $1.30 discount.) After a poor review from me, they investigated and said that since I accepted the points, the case was closed. So to make this paperweight work, I have to spend more money and if I want to use all 800 points, I need to spend over $56.
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Another thing that to me is more irritating. And all Customer Service entities do this. Here or overseas. Is repeat back to you what you said.

Me: "My phone is broke"
Customer Service Agent: " I understand you to say that your phone is broke. I can understand how that makes you feel. My phone broke in 2006 and it was very inconvenient. Allow me to assure you that I will be able to help you.

Me: "thanks"
Customer Service Agent: " I see that you have thanked me.....................................:mad:

Me: "ARGGGHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHH"
 
As one of those CS reps, I have never picked that habit up. I only do something akin to that if I am uncertain. I agree it can be very annoying.
 
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