They disregard their Enterprise Customers, let alone the rest
I am a Enterprise Customer, and sadly have to report that DJI customer service is completely lacking, mainly in regards particularly to maintenance and transparency. They are very good with sales to get your money off you, but for reasons that can't be fathomed have no customer service. I know there are many large commercial players out there spending huge amounts of money. I'm a small operator, but nevertheless have spent $36,000 Aus with them. Through a series of circumstances which don't need to be discussed here. I bought a new M30T which had never been flown, still in showroom condition sitting in its case. But the 1095 day service was due, and indeed the 328 day service had well passed. I very clearly stated to DJI how long I'd had the drone and that I need all maintenance logs needed to be cleared. I was subsequently quoted $1100 and to have them send it off for the required maintenance. They did say standard maintenance on the quote, but I didn't at that time realise that meant they were only quoting for the 328 day service. Even though I clearly stated I've had the drone activated over the 1095 days. (Remembering this is a drone with 0 flight hours which could easily be confirmed by DJI at any time). Now on their website, it clearly states under the RMA terms and conditions : 3. DJI Service Center assessment and repair: The DJI Service Center will receive and test your product and send you a quotation. So further to this I gave the drone into Carousel in West Australia for them to send off on 27.5.26 and was confirmed after that the quote was correct and thus I gave the go ahead. DJI clearly state they will look at the drone and let me know the correct quote for the maintenance. How is it they did not contact me and correct the situation, saving time and frustration. It takes weeks for the drone to be returned. I work away as well, and 100kms or so from the carousel. So it's a mission to get this done. As I work away it was a little while after I decided to start the drone and make sure the maintenance logs were cleared. That's when I discovered they only did the more basic maintenance program. I then asked if DJI could let me pay the difference and have the higher maintenance completed. They declined and wanted me to pay another $1550 to have basically the same thing done. As stated on their website, the only difference between the 2 services is to replace the motors if required. (Keep in mind drone was never flown and kept in case). How can they have such poor customer service? All correspondence clearly logged showing I was acting in good faith on their advise. They cleared the drone as airworthy on the standard maintenance schedule, so they know the drone is in good condition! Truly disappointing attitude, they're just after your money. Prior to this I was contemplating buying more DJI drones, but now will have to have a good rethink. RMA E2723