Immediately upon my vehicle loss, I reported to the Customer Service Department of DJI. Following the Customer Service requirements and instructions, right away I uploaded flight record & data and explained what happened in details to the Customer Service agency. According to the uploaded flight data, data from the remote controller, and analysis results from the map, DJI agreed that my operation was totally correct and the flight environment was alright too. However, after several business days, I was told by DJI customer services that “Data is incomplete, so DJI cannot conduct analysis and conclude any reasons, so DJI customer service will not have any right to take any responsibility for my vehicle loss and cannot process this result further.”
I am very disappointed and dissatisfied with the ways DJI dealt with my case, especially, I think that DJI’s unwillingness to find any solution and take any responsibility seriously hurt my legitimate rights as a customer.
My Complaints with Reasons:
More specifically, I have several reasons to defend myself.
First, all of my operation procures were correct and the flight environment was fine, which have been confirmed by DJI several times.
Secondly, DJI unilaterally claimed that it was unable to identify which entity should take the responsibility given the analysis results of its flight data. I doubt the possibility of DJI trying to hiding truth and deceiving customer.
Thirdly, DJI claims that a normal DJI remote-control aerial vehicle will automatically return when it lost signal and control. That is to say, if my vehicle quality is fine, it should return back. However, it got lost with so close distance. Even DJI customer service does not know where my vehicle is now. Moreover, the Black Box data cannot unlock reasons causing the loss of the vehicle and its current location. All those have demonstrated the serious quality problems existing on DJI remote-control aerial vehicle – model “Mavic Pro”.
Fourth, instead of proactively finding solutions to the problems, DJI tried to get rid of its responsibilities, and even worse, to shift responsibilities to customers in the name of various reasons and excuses. Simply speaking, DJI tried to force customers to take the loss caused by its product’s quality problems.
Fifth, I have tried several times to contact the customer service department of DJI to make and align a solution, however, DJI customer service employee (ID: 249) refused my plea with reasons that customer service have no authority to solve. When I requested to contact the senior employees having the authority to fix, the DJI customer service employee (ID: 249) refused my request again. Therefore, I would like to question ShenZhen DJI Innovations: Why do you provide the customer service only having very limited authority to fix problem to your customers? Why is it so hard and almost impossible for customers to contact your employees who have the authority to solve product problems? Is this the way or attitude that DJI leverages to fool and/or disappoint your customers? Or do you think hiding fact and conceiving customer can be the final solutions to the problem?
I believe that no one, include customer and DJI, wants to see the loss of the remote-control aerial vehicle, but what we customers cannot accept are the ways that DJI dealt with problem and complaints. Do you think customers will buy in your unconvincing reasons? Such as incomplete data cannot enable DJI to make comprehensive analysis? Is the customer the person who caused the incomplete data?