ineffective customer service
order number #########6121 i ordered two items: DJI Mic Mini Transmitter (Infinity Black) and DJI Mic Mini Charging Case from DJI website on 29th Jan 2025. Both items were processed, and ready for shipment on 30th Jan 2025. Courier DHL was notified of the shipment of the 2 items: * DJI Mic Mini Transmitter (Infinity Black) with airway bill number: ######9311 * DJI Mic Mini Charging Case with airway bill number: ######3924 i was notified by DHL on 1st Feb 2025 that ######9311 had been picked up and estimated date of delivery was 3rd Feb. I received my Mic Mini Transmitter (Infinity Black) on 3rd Feb. However, till date, the item DJI Mic Mini Charging Case with airway bill number ######3924 is still reflected as “Shipment Information Received” on DHL website. In other words, to my limited knowledge, would only mean that the item has not been scanned and received by DHL agent. Or the item had gone missing in the delivery process. I contacted DJI support centre via online chat on 3rd, 4th, 5th & 6th Feb; I was attended to by agent M, A, G & Ma respectively. I was informed the issue has been escalated and a representative from DJI would inform me of the status of my order within 12 to 48 hours every time. That is a lot of 48 hours to wait. Eventually Al** called on 5th Feb that my item would be delivered on 6th Feb. But the order status was still not updated on DHL website. So i used the online chat again. I was informed by Ma to wait another 12hours for relevant party get back to me. It seems to me that their customer service can only forward my issue to the relevant department(s) but whether anyone is really looking into the issue is anyone's guess. When i asked for a ticket number, the customer service is not able to provide one. When i asked for email address of relevant party to contact, i was denied. When i asked for their supervisor's email address, again i was denied. The best part is they kept assuring me someone will look into the matter with almost the same "canned texts". From what i can tell, the accountability or service level kpi is not on par, and it was unlikely to be customer-centered. Pardon my exaggeration. it is so frustrating dealing with DJI support centre. Finally, i asked for a refund. I was told by Ma, she would put up a request for the refund. Again i am to wait for an email from the relevant department - at least i should get an email this time. :\ Update 6 Feb 2025, 2125hrs The service recovery from the DJI team was outstanding. The item has been shipped out. I have updated my experience to 3 stars.