DJI Care Don't Care

[Andrapolis]

Howdy folks,

I recently filed a claim with DJI Care. I wanted to share my experience in the hopes of educating people on what they can expect from the serivce.

I purchased DJI Care for my Phantom 4 last month. There really isn't a lot of feedback on user's experience with DJI care so I wasn't sure exactly what to expect. I suppose I was hoping for something along the lines of Apple Care - its expensive to purchase but if things go down, you can call in a number, get good service and get working again quickly. Generally that's the way it works right? - you pay a premium for premium insurance and you get premium service right?

Not so with DJI Care.

I began by calling DJI care. The agent was very non committal about timelines and whether or not DJI care would be able to help me out. I was given a link requesting proof of purchase, an accident report and some basic info. Fair enough.

I send in all my data and don't hear anything for 6 days - no acknowledgement they're received my info, no predicted timeline for a response. Nothing.

The next day I use their online ticketing system to ping their customer service department and ask what's going on. I get no response.

Getting a little more frustrated, I call in the following day to speak to an agent directly and ask what is going on with my claim. The agent tells me they can't tell me anything and a specialist will get back to me in the next 24 hours.

4 days later I still haven't heard anything.

To me, that's totally unacceptable. $300 dollars to insure a $1400 product is pretty darn steep. To have DJI care not respond to my request after 11 days and multiple phone calls is totally unprofessional and pretty darn aggravating.

 

[Mark The Droner]

Welcome to the site!

I'd love to hear about your accident. Could you tell us about it?

 

[tcope]

I've mailed in two drones so far. I'll say that DJI was _very_ prompt in letting me know that they had received the drone and then very prompt again when they had repaired it. It took about 4 days for them to get the drone and about 2 days to repair it.

Here is what I've learned...

DJI hires a company to repair their products. It's not done by DJI directly. There is a 99.99999% disconnect between this repair company and DJI. DJI's repair service improved greatly once they started to sell their repair service. This appears to be the only reason why their "customer service" has improved. But again, there is still a huge disconnect between the repair company ad DJI so there is still little to no accountability from DJI themselves. That means if you have a problem with the repairs, you won't be speaking to DJI... you can only speak to this repair company... and they are really only good as getting drones in, repairing them and getting them out.

So their repair time and repairs are _very_ good. However, their actual level of customer service (for example, when something goes wrong) is still very bad. They repaired by Phantom Professional and did not replace the gold stickers. I had to jump threw a lot of hoops to get them, which should have been very easy. However, they finally mailed them along with an extra set of props for my trouble.

OP, I'd recommend you call again and push them to open a "ticket" on this matter. That seems to kick the problem up to someone else that might be able to help.

 

[Lefty63]

DJI hires a company to repair their products. It's not done by DJI directly. There is a 99.99999% disconnect between this repair company and DJI. DJI's repair service improved greatly once they started to sell their repair service. This appears to be the only reason why their "customer service" has improved. But again, there is still a huge disconnect between the repair company ad DJI so there is still little to no accountability from DJI themselves. That means if you have a problem with the repairs, you won't be speaking to DJI... you can only speak to this repair company... and they are really only good as getting drones in, repairing them and getting them out.

Is there anyway to get in touch with DJI, or do they not care to solve the problems created by this repair company? It's DJI's reputation at stake, not this ghost company. If this is true, this repair facility owes me a new P3P, as they lost the one I sent in for repairs in March. They keep sending me older, refurbished models as a replacement. Not acceptable.

 

[KNS8Y]

I am having terrible problems even getting them to look at the verification video to allow me to purchase the Care product.
I keep on supplying them with the link and they still keep on asking me for it!!
Does anyone think I am wasting my money and time?

 

[With The Birds]

Happy Chinese New Year! Things will move a little quicker once the holidays are over in china. Everything comes to a screaming halt this time of year.

 

[ob1415]

If you're in the U.S. (except in California), just purchase a Personal Articles Policy from State Farm and be done with it. Better coverage than DJI Care and only $60 a year, with no deductible. Of course this won't help your current situation, but still worth considering for the future.

 

[KNS8Y]

Thanks for the reply. Unfortunately I live in the U.K and such policies don't exist here. All you can get is third party liability insurance.

 

[ftttu]

I sent my P4 to DJI Service last month without any correspondence with anyone at DJI. I don't have DJI Care, presuming my bird would be repaired under warranty. I just followed their site's instructions, and received a shipping label shortly after. Once they evaluated my bird, I seem to remember there was an area for "DJI Care Balance" on the invoice, which was blank, but it looks like that would have been populated if your case was handled that way. With your evidence of the crash you submit in addition to their evaluation, I only see the problem of who is going to pay all the while not having to "wait by the phone."

I sent it January 10th, and received it back January 24th, AND they paid for the damage, which was attributed to them and not me. Don't start me on cracking airframes...

 

[WillZX14R]

To me, that's totally unacceptable. $300 dollars to insure a $1400 product is pretty darn steep. To have DJI care not respond to my request after 11 days and multiple phone calls is totally unprofessional and pretty darn aggravating.

Sorry about the headaches with DJI and thanks for sharing this info. Wow 11 days and nothing? I think I'll keep the $300 in my pocket and try fixing the issue on my own.

 

[Mac Drone]

Howdy folks,

I recently filed a claim with DJI Care. I wanted to share my experience in the hopes of educating people on what they can expect from the serivce.

I purchased DJI Care for my Phantom 4 last month. There really isn't a lot of feedback on user's experience with DJI care so I wasn't sure exactly what to expect. I suppose I was hoping for something along the lines of Apple Care - its expensive to purchase but if things go down, you can call in a number, get good service and get working again quickly. Generally that's the way it works right? - you pay a premium for premium insurance and you get premium service right?

Not so with DJI Care.

I began by calling DJI care. The agent was very non committal about timelines and whether or not DJI care would be able to help me out. I was given a link requesting proof of purchase, an accident report and some basic info. Fair enough.

I send in all my data and don't hear anything for 6 days - no acknowledgement they're received my info, no predicted timeline for a response. Nothing.

The next day I use their online ticketing system to ping their customer service department and ask what's going on. I get no response.

Getting a little more frustrated, I call in the following day to speak to an agent directly and ask what is going on with my claim. The agent tells me they can't tell me anything and a specialist will get back to me in the next 24 hours.

4 days later I still haven't heard anything.

To me, that's totally unacceptable. $300 dollars to insure a $1400 product is pretty darn steep. To have DJI care not respond to my request after 11 days and multiple phone calls is totally unprofessional and pretty darn aggravating.

That just made my mind up. I won't be getting dji care...period