I have had multiple drones over the course of 7-8 years, bought from Walmart or BestBuy, etc. But I wanted to buy the DJI Mini 4 Pro directly from DJI this time as they were offering deals like a free 1-year DJI Care. I placed an order, and it was shipped from China through DHL. They say it has been delivered to me and sent proof of delivery, but it was not to my house or door.
So, I filed a missing package claim through DJI, and the customer service experience has been the worst. I had to call them every day or email for updates, and they kept transferring me to different departments with no updates. Finally, after 13 days, today they declined the claim without any valid reason and told me it’s a lost or stolen package and I need to file a police report.
This is seriously the worst thing a big company can do. DJI’s customer service is the worst ever, and I would suggest everyone buy drones from somewhere other than DJI’s website. They won’t help you with anything.
Yeah, people associate warranty exchanges with customer service. DJI’s customer service is almost nonexistent. DJI_support won’t ever actually tell you anything. DJI never calls back when they say they will. If they do, it’s about something else you didn’t care about. Every time I’ve needed humans to do something to fix an issue instead of clicking through the app, it’s a problem. There are hundreds of millions of Chinese who understand and speak English well, but DJI won’t hire any of them. They know how to phonetically say what’s in front of them, but they don’t understand it. That’s why any question not on their translated FAQ has to be ‘escalated with the appropriate team’ or whatever BS.
Did you file a report with DHL that your package was not delivered to your address? One time, when my package was misdelivered by DHL, I reported it to them and spoke to a manager. They conducted an investigation and tried to retrieve the package from wherever they left it. The manager told me they could track the package via GPS data and saw it wasn’t delivered to my house.
My package has been on hold for about 5 days now, and it’s in the next city. Every time I contact DJI, they just say sorry, don’t know why, and promise to call back in 24 hours. They give me a $10 credit and tell me to shut up. I’ve been patient for this long, but not anymore. When I initially contacted DHL, they claimed they didn’t know what happened but later said the package was held because DJI instructed them to only deliver it next week, even though it was supposed to be delivered last Monday.
You always have to file a police report for this type of issue. Be smart, buy from a local retailer like Best Buy or at least use a credit card so you can charge it back and avoid the hassle.
Haru said:
You always have to file a police report for this type of issue. Be smart, buy from a local retailer like Best Buy or at least use a credit card so you can charge it back and avoid the hassle.
I’ve literally NEVER filed a police report for an incorrect delivery.
Haru said:
You always have to file a police report for this type of issue. Be smart, buy from a local retailer like Best Buy or at least use a credit card so you can charge it back and avoid the hassle.
Where I’m from, it’s up to the seller/merchant to report it lost with the courier.
There is no crime here to report to the police. Take screenshots of the proof of delivery (to the wrong address) and include them in a chargeback/dispute with your payment method.