I'm utterly disappointed
UPDATE: I got contacted by them which promptly sent a new drone and a small gift. I'm happier but the whole process took almost a month, so I cannot give 5 stars, but at least a little improved. I'm utterly disappointed with the quality of the service provided by the support team. First start with a huge inconvenience to receive a faulty drone for Christmas gift, the drone simply did not power on. I contact support on the 24th of December, which instructed me to WAIT (start counting how many times I was told to wait) for 24h while the batteries activate charging. So I did, and for my surprise, did not work, the drone did not power on, same behavior. I then contacted support on the 26th, sent the same video I had sent the other day, then a replacement process was started. At this stage I was informed I had to send the drone before anything, and that could take days, and in fact took almost 10 days, between the 28th when it was collected until the 5th when you received. Again, I received a faulty product and would have to wait for the whole process until I receive a formal response, which is frustrating, as it is not my fault you sent me a broken product and is causing me such frustration and trouble. I contacted you on the 5th of January when you already had the done was informed to WAIT for 24h to 48h for an email with an update. Today the 10th of January I contacted you again to be told to WAIT again for another 24h to 48h. I refused to wait again as its been 15 days since I first contacted the support and 5 days since you already have the drone. All the agents I contacted through chat seemed to just close the call and not solve the problem. Its a really bad experience and quality of service. Right now I'm frustrated and disappointed with the service you provided based on how much you charge for a drone. I expected much more from you and not have trouble hassle dealing with this kind of problem. Hope this FORMAL complaint will serve to improve the service. Not to mention that when I go to check the "Replacement enquire" I'm getting a message saying my code does not exist, leading me to believe I was fooled/scammed by someone in the support and sent the drone to someone else. I got no update from DJI saying you received the drone, that I should wait for whatever, nothing, just no word from you. Totally blind process with no explanation or anything.