Complaint Review: DJI - Los Angeles California

Below you will find the email I sent to DJI. Not once, not twice, but three times. No one answered the emails only the twitter posts at @ViewsElevated where they did nothing but send me blanket responses. Oddly I received 2 responses, one where they were insinuating that nothing happened and they didn't know that firmware wrecked Osmo 2 Gimbals from DJI (which is a lie because it's all over the internet and their own forums). The other telling me that I was past 15 days out and because of that they wouldn't do anything. They later told me that I should ship it to a facility for them to determine if it was messed up. THIS is NOT feasible as DJI is known for taking peoples units and shipping back broken, or units missing parts. A youtube search of DJI Sucks will show these videos. 

I simply asked their DJI Customer Support on twitter @DJIGlobal @DJIEnterprise @DJISupport to please send me a new unit since mine was only used twice before the firmware crashed it and send me a label to return the other unit. They told me no and gave me the reasons above and told me they absolutely would not help me out. I had an event last night, tonight and tomorrow (all of which I had to forefeit) becausse they would not replace the unit and I wasn't going to go buy another one of theirs.. and the unit I ordered from another company won't be here for 2 more weeks. I did NOT know DJI had a history of treating their customers horribly until I resesarched complaints over the last 2 days.

Again, all I wanted was the unit replaced with the same or upgraded unit for the trouble. They are crooks and by sending out firmware that is bricking and crashing units .. draw your own conclusion. #DJISucks       Good afternoon,  

  I am not sure what is more disappointing, your product or your customer service "team" as you call them. I purchased the highly desired Osmo 2 Mobile from DJI from the Apple online store just a couple of months ago over the Osmo. Your marketing team did a solid job in selling me and many others a very weak piece of equipment. As well, the new firmware is a complete and utter failure, the motors make loud noises, and it's only been used 2 times prior.  And then when I installed the new firmware that a lot of people stated bricked their device, I had the same result of the phone going "limp" - you can understand where this would be a problem right? A problem that no technical viagra can fix apparently... 

   To give a basic run down I installed your latest firmware that is supposed to resolve issues NOT BREAK the device. DJI GOs red banner popped up, we installed it, and it looked fine until we went to calibrate the phone. After calibration it requested a reboot of the Osmo2 and we did that. It restarted, the phone swung around like it normally does then boom LIMP like an 80 year old man in an cooler. I restarted the phone, the osmi, I rebalanced the iPhone X, and - AND it swung around, and LIMP! So, took my small case off my phone and it did the same thing, I tried my Note 8 and nothing. I did on occasion get some motor noises but that was about the extent of it.     So, I then looked up on the forums to see if anyone else had these issues. And to my surprise, MANY people had these problems with their units being bricked etc... (Imagine that!) So I figured I would give this customer care a shot, maybe, just maybe it would be as good as 3Dr's when I had their drone and it had issues... Nope, just epic failure written all over it. I first explained to your customer service agent "who spoke very little english" yet was taking calls from the US, that I have an event tomorrow and Friday. He didn't seem to care much and simply followed his script. I explained to this rep all that I had done so that we could skip most of these steps YET he preceeded to ask me the same question 3x in a different form. Not sure why, but he did. After going back and fourth with him on this amazingly well service call (sarcasm) I then just requested to get to a supervisor.    We can only imagine how well this went since support reps must learn their lack of ability from the TOP.

So, after 30 minutes of waiting I get this young lady on the phone who (yup) followed pretty much the same script, telling me that this is all they can do and that I would have to send it in for replacement or fix. I told her this was not an option that I needed a working device for my event tomorrow and she pretty much gave me a simulated, digital middle finger through the phone. Hardly appropiate for service staff to be this way but this is how she was. I was fuming at this point because I now have a device that hasn't been used and now doesn't work at all and I am screwed. Maybe I should have purchased the OSMO but then now knowing what kind of service I would receive, maybe not. I now wonder if my P4P+ is going to get the same service level as I received here after 54 minutes of total support time.   

 I know you all don't care, I can see it on your twitter responses. I dealt with it first hand there and on my phone call. But maybe, just maybe.. someone out there in DJI Land will take a look around and instead of enjoying this market share, you will look after your customers. I come from a service background with the best in the world at delivering service "Disney, Ritz Carlton, Marriott" so maybe I expect to be treated like a client vs a stain on the ground. That did not happen here though and the support level seems to be across the board.. BAD. All I wanted was a workind device, no one that grinded and made motor noises then killed it self once I did a firmware update. Thats all... It's really a shame that did not happen.    Thanks for listening,