Not defending him but...
I am LIVING the Quality Control issue. Had my P3A less than 2 days before the gimbal failed. 2 days. 3 flights. 0 crashes.
I am LIVING the poor CSR experience right now. So what if they have improved. So they improved from nightmarish to God awful? Its still SLOW. So far, it has taken them 5 days from first contact to send me an RMA and label. FedEx trucked to Cali and it took them 2 days to acknowledge its receipt after FedEx dropped it on their loading dock. No word since. No idea if they even checked it over or just threw it on the shelf and didn't even look at it.
Last year my Galaxy S5 started refusing to connect to 4G, only 3G. Took to verizon, they couldn't get it to play either. Emailed Samsung. Next day, I got a reply. Not next week. Next DAY. Sent the info they requested. Got an email the next day saying a replacement was on the way. It arrived 2 days later. I took it to Verizon to authenticate (just to make sure). All good, dropped mine in the box, stuck the label on and sent it back to Samsung. I was done in less than a week. THAT is how you do customer service.
Defend DJI's customer service. Thats fine. Maybe it has improved, I wouldn't know personally because I am just getting started here. But given what I have personally gone through and the time I have waited, God, I can't imagine how bad it used to be if this is "improved greatly".