Frustrated with DJI's Payment and Customer Service – Gave Up on Buying the Pocket 2

Buying Advice
1

I just wanted to share my recent experience trying to order from the DJI store. I was excited to get the DJI Pocket 2 for vlogging during my upcoming travels, but the whole payment process turned out to be a mess.

First, I tried paying with my card, but it wouldn’t go through. I even tried multiple cards, and none of them worked. I got frustrated and reached out to their customer service.

Their suggestion? Leave the billing address field blank, which is actually required to proceed with the order. Then, they told me to put in the wrong billing address and use the shipping one instead. It made no sense, especially since my billing and shipping addresses are different.

After going back and forth with them for 10 days, they only offered me the option of paying via bank transfer, which has extra fees. I really wanted the Pocket 2, but after this, I’m totally fed up with DJI.

Has anyone else run into issues like this? I’d love to hear your thoughts or advice!

2

Where are you based? I had similar issues when I lived in SE Asia, but no problems when ordering from the US.

3

Aydin1 said:
Where are you based? I had similar issues when I lived in SE Asia, but no problems when ordering from the US.

I live in Canada.

4

Ameliascarlet said:

Aydin1 said:
Where are you based? I had similar issues when I lived in SE Asia, but no problems when ordering from the US.

I live in Canada.

Are you ordering from the Canadian version of DJI’s store?

Sounds like it could be a problem with your bank or cards. You don’t have to order directly from DJI if you think the issue is with their site.

5

Aydin1 said:

Ameliascarlet said:
Aydin1 said:
Where are you based? I had similar issues when I lived in SE Asia, but no problems when ordering from the US.

I live in Canada.

Are you ordering from the Canadian version of DJI’s store?

Sounds like it could be a problem with your bank or cards. You don’t have to order directly from DJI if you think the issue is with their site.

I tried using cards from different banks, but none worked.

Like you suggested, I ended up buying it from another store.

Thanks for the advice.

6

DJI Canada Store

7

zoelle said:
DJI Canada Store

The DJI Canada Store doesn’t have the Pocket 2.

8

Ameliascarlet said:

zoelle said:
DJI Canada Store

The DJI Canada Store doesn’t have the Pocket 2.

I didn’t have any issues with the checkout process on DJI’s main store (I’m in the US), but maybe it’s something with credit card processing across countries or a website setting.

Did you try the DJI store app? You can pre-fill your shipping info and select country/currency in your profile settings.

9

zoelle said:

Ameliascarlet said:
zoelle said:
DJI Canada Store

The DJI Canada Store doesn’t have the Pocket 2.

I didn’t have any issues with the checkout process on DJI’s main store (I’m in the US), but maybe it’s something with credit card processing across countries or a website setting.

Did you try the DJI store app? You can pre-fill your shipping info and select country/currency in your profile settings.

I saw that others have had the same issue on other forums.

I didn’t try the DJI app, but after all this trouble, I’m not sure I can trust their official store anymore. I ended up buying it from a different store.

Thanks for the suggestion!

10

Sorry for the trouble. Could you share any ticket or case number from your communication with DJI support? We’d like to look into it.

11

MissNicklaus said:
Sorry for the trouble. Could you share any ticket or case number from your communication with DJI support? We’d like to look into it.

I’ve already made the purchase from another store. Thanks.

12

Ameliascarlet said:

MissNicklaus said:
Sorry for the trouble. Could you share any ticket or case number from your communication with DJI support? We’d like to look into it.

I’ve already made the purchase from another store. Thanks.

Thanks for your reply. We apologize for the bad experience. If you need any further help, don’t hesitate to reach out to us.