Whats up with customer service?

[buford]

I have owned the p3s for two months. I have never seen a co that has absolutely no customer service. My drone came out of the box with the wrong software, so I contacted them, and got no response. Turned to yt to see how to fix it and found a guy who had the same problem. Followed his lead with turning wifi on and off and communicating with drone in between, and I got it fixed. It flew flawlessly, for 1 flight, then the camera fell off at the magnetic joint. I put it back on, and continued to fly. The camera kept falling off, like on every flight, but I figured with my previous experience the dji service I had better either figure it out, or live with it. It kept doing it for 2 mos, and then the ribbon cable sheared right above the cam. I was dead in the water. I contacted dji, looking for a new ribbon, or a new camera since this one blew apart every time it left the ground. They apologized for my troubles with their product, and if I had any further trouble to contact them. End of conversation. I have kept emailing, sending pictures of the drone, the detached camera, the broken ribbon. No response. I ordered a ribbon from helipal, paid for by me, and due in about a week. I considered ordering a camera/gimbal setup, and using my old one as a spare parts resource, but dji customer service being what it is, I'm not inclined to buy any more of their products. I haven't found a drone yet that flies as good as the dji, or with a camera that takes the same kind of pictures, but I'm looking. Has anyone else found dji to be customer unfriendly?

 

[RodPad]

Search Results for Query: customer service | DJI Phantom Forum

Summery, they only respond by phone.

 

[Njguy]

DJI : one of the possible best drones DJI: one of the possible worts customer service

 

[RodPad]

Yep, Yep, When I had to send my second one in for repair it had improved.

Buford, If you haven't seen anything until you send your unit in for repair.

 

[buford]

I don't plan on sending it anywhere. I will try to fix this ribbon episode, and pay for the ribbon myself, but if something else goes wrong, I will attempt a repair. I hope it isn't major, because at that point I will have to go to a storm or a go pro. I hear they're coming out with a drone in the next six months or so.

 

[buford]

Send it off to dji would be like throwing it in the ocean. I'd never see it again.

 

[buford]

Search Results for Query: customer service | DJI Phantom Forum

Summery, they only respond by phone.

I got news, they don't respond at all. By email or phone. To be in a digital based business and not respond digitally seems pretty par for the coarse for dji.

 

[RodPad]

Yeah I could see that, you not in their system until they set you up for a repair.
I am wondering about your problem I have never heard of that happening except crash related. I surprised it didn't rip the cable alot sooner.
Good Luck.

 

[cdronefly]

That is extremely rare - in fact almost unheard of - for the stuff to just fall apart without crashing or other incidents. There are now over 1 million Phantoms with gimbal and cam out there and I don't think I have ever run across a claim that these just fell apart on their own....

BUT, the P3S is admittedly their starter (cheapest - by far) model so they obviously had to build it cheaper to sell it at 1/2 the price. Who knows?

One thing for sure - you aren't gonna buy a GoPro drone for even 2X the price of the P3S.

For those who are extra concerned about crashes and problems - my suggestion is to buy the better model(s) and get them from B&H photo where you can buy a 3rd party ST warranty - if anything happens they will fix or repair the unit quickly.

If I had a cam fall off in the first month or two I'd have sent the thing back to the vendor - most cc companies and pp automatically cover you fully for a certain time period (Amazon also).

The P3 is the best bird yet in terms of general reliability - at the same time so many of them are being sold and flown that more problems than ever crop up also (just statistics - sell more, fly more and more break).

 

[buford]

That is extremely rare - in fact almost unheard of - for the stuff to just fall apart without crashing or other incidents. There are now over 1 million Phantoms with gimbal and cam out there and I don't think I have ever run across a claim that these just fell apart on their own....

BUT, the P3S is admittedly their starter (cheapest - by far) model so they obviously had to build it cheaper to sell it at 1/2 the price. Who knows?

One thing for sure - you aren't gonna buy a GoPro drone for even 2X the price of the P3S.

For those who are extra concerned about crashes and problems - my suggestion is to buy the better model(s) and get them from B&H photo where you can buy a 3rd party ST warranty - if anything happens they will fix or repair the unit quickly.

If I had a cam fall off in the first month or two I'd have sent the thing back to the vendor - most cc companies and pp automatically cover you fully for a certain time period (Amazon also).

The P3 is the best bird yet in terms of general reliability - at the same time so many of them are being sold and flown that more problems than ever crop up also (just statistics - sell more, fly more and more break).

Yeah, I figured a go pro drone wasn't going to be cheap. But this has worked into a little more than a hobby, so if I'm gonna continue to fly, I have to have a drone that works, and maybe keep the phantom(if I can repair it) as a back up. As far as the fact that it seems like a crash related issue, I started out flying cheap drones and got my crashes, at least the pilot error ones, out of the way. I couldn't believe how easy this one was to fly. I've never even nicked a propeller. It has come off while driving my motorhome from mo to tx. I opened the case I got for it, and the camera was dangling. At any rate, storm, yuneec, and go pro if it ever comes out are on my list. I grew out of the little cars with rubber bands that blow apart when you roll them into something a long time ago.

 

[cdronefly]

If it's more than a hobby the Inspire is probably calling your name - and/or the Pro bought from B&H with a SquareTrade warranty...and then use the P3S for the backup.

Storm is not a valid choice and Yuneec has shorter range and the image quality is not as good.
The GoPro drone - well, the company have lost over 3/4 of its market value and the odds of any company getting a drone right on the first shot is about zero (IMHO).

I'm going to CES this year so maybe some new stuff will be coming out - but I doubt anyone is going to leap past DJI for at least a couple years.

 

[TC Malker]

Swallow your pride and send it in for warranty repair. You had it for 2 weeks dude. If they don't respond, contact your credit card company and file a claim. If u get in touch with DJI be prepared to have your log files checked. They will know if u crashed your bird or not.

 

[Matthewd5]

I bought mine from Amazon and when two weeks went by with no response either by email or phone I contacted Amazon and they overnighted me a new one and I sent the dead one back...

Buy t from b&h or Amazon

Matthew

 

[Bloodyhell]

I was about to write a long post about my DJI customer service encounters, but I guessing most of you already have stories of your own. My take away is to deal with them as little as possible.


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