Dear Rich, Emo, Dave, Denny and many others,
My name is Swift, I am the one taking responsibility to DJI customer service.
I am very sorry that we might make some mistakes in customer service in the past two months, and this is my fault.
We might have had domain resolve problem of our INFO and SUPPORT mailbox all the time, and it should have been solved last week, but i will double check it tommorow, cuz it's already 5 am here.
Not only based on technical problems, we also had some unperfection to response your emails ASAP, i apologize for that.
From next monday when we get back to the office, i will double check our work flow to make sure the following things:
1, Your email will arrive in our SUPPORT mail box correctly.
2, We will let you know when we receive it, and we will find a way out how to prevent the reply to be sent into your trash bin.
3, We will reply in 24 hours.
4, even we can't answer the question right away, we will at least inform you that we know it already, this should happen within 24 hours.
5, even we can't answer the question right away, we will give you an estimated time when we may answer it.
6, we will arrange a specific person to answer the question if we need several rounds communication.
7, the above things will also happen in holidays, including all eastern and western festivals. it is 365 days, it is 7 days a week.
but, it is not 24 hours, and we might need more time to do the correct answer in weekends, cuz our engineers also have families.
8, i will open a direct hot-line for global customer service, this hot-line will always be answered from 9 am to 18 pm Peking time.
seven days a week, including holidays. but not the first 3 days of chinese triditional new year, cuz our salesmen also have parents and children.
when you don't have someone answering the phone, call it again in 15 minutes just in case that we are in the meeting and the collegue can't pick it up in time even he is running to it.
call it again in 15 minutes before you post it online that NOBODY IS ANSWERING THE PHONE FROM DJI.
i promise these above, please help me to follow the quality of our customer service from now on,
anytime you find we are not delivering what i am promising here, please call my name in a new thread, i will show up to make sure everything goes the way it should be, cuz that will defend my honor.
what i want is quite simple, no double standard, and a little bit patience when we have misunderstandings.
if i do deliver the things i mentioned above, please give me a compare table that who can deliver it as the head quater of any famous company in our hobby industry,
including the multi rotor controller manufacturers and those much more famous brands you can list.
if you can try to send a email to them, and i am very happy to hear how many days they will need to give you an answer.
if it is fast, tell me here. if it is not fast, or even no reply, tell me and other friends here. that will be fair to me.
to those who bought it from our dealers, your first choice should be contact your local dealer, cuz they have culture and language advances.
but you are also welcome to send us emails or call us directly.
these are my words here, i am taking my responsibility if i made mistakes.
what i want is a fair comment without bias and double standard.
thanks again, and sorry if my expression is a little bit too hard.
but that shows my determination to make our customer service the best.
we have the highest standard in research and development, as well as in customer service, time will prove.
Swift Xie
Managing Director
DJI Innovations
