- Joined
- Dec 5, 2016
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- 41
For those of you unaware, if you buy any DJI products from BH Photo, you have to deal with a 3rd party company called Gradus Group for any exchanges or returns or issues. I ordered a new osmo on December 26th, it arrived effectively DOA. I tried working with DJI support who had me do a lot of testing, firmware tricks, etc to try to resolve to no avail. So I decided to contact BH to return or exchange it on Dec 29th. I received a response from them on January 1st, and to my surprise they said I had to contact this 3rd party company via email or phone to do the return. BH Photo didn't contact them for me I had to do it, which is poor service to start.
So, I called the company January 2nd. On January 3rd, having had no response yet I called them, and they took my contact info and said someone would get back to me? Finally, 2 days later after initial contact, I got an email stating they were accepting my return and issuing an RMA and that they'd send me a label. No label came until the NEXT day. So finally, 1 week after first contacting BH, I have a return label and shipped it back on January 5th.
The gradus group received my osmo on Monday January 9th in the morning, and I received an email from them stating they had received my return and would process it. Wednesday January 11th, no word yet, so I called and they said it was "in process". I emailed again Thursday January 10th, no response. Current status is that I have received neither a refund nor a response from the gradus group, and it is now just about 3 weeks since I placed my original order.
I contacted BH Photo again to tell them about this, and they said they have no ability to do anything. So I bought this item from them, but they have zero power to do anything with the 3rd party company THEY use for their DJI products? They tell me to call or email them again, which I told them I have and get the same run around. If I don't have my refund by Tuesday I'll be disputing the charges with my credit card company.
Steer clear of BH photo for DJI products. They are awful to deal with for any issue you may have.
So, I called the company January 2nd. On January 3rd, having had no response yet I called them, and they took my contact info and said someone would get back to me? Finally, 2 days later after initial contact, I got an email stating they were accepting my return and issuing an RMA and that they'd send me a label. No label came until the NEXT day. So finally, 1 week after first contacting BH, I have a return label and shipped it back on January 5th.
The gradus group received my osmo on Monday January 9th in the morning, and I received an email from them stating they had received my return and would process it. Wednesday January 11th, no word yet, so I called and they said it was "in process". I emailed again Thursday January 10th, no response. Current status is that I have received neither a refund nor a response from the gradus group, and it is now just about 3 weeks since I placed my original order.
I contacted BH Photo again to tell them about this, and they said they have no ability to do anything. So I bought this item from them, but they have zero power to do anything with the 3rd party company THEY use for their DJI products? They tell me to call or email them again, which I told them I have and get the same run around. If I don't have my refund by Tuesday I'll be disputing the charges with my credit card company.
Steer clear of BH photo for DJI products. They are awful to deal with for any issue you may have.