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Hilariously Weird DJI Customer Service Conversation - Most Typically British Complaint Ever (MAVIC PRO) (self.dji)

JoeCo17 が 投稿

Just like many thousands of others around the world, I'm still waiting for shipping information on my preordered Mavic Pro from DJI. I decided to speak with their customer service via online chat to see if they could shed any light on the situation...

Chat started on 07 Nov 2016, 08:30 AM (GMT+0)

(08:30:06) *** joe joined the chat ***

(08:30:06) joe: When will my order ************ be dispatched??

(08:30:10) 【System Message】: Dear customers, Thank you for choosing DJI. The system is transferring the chat to operator service. Please wait.

(08:30:12) 【系统消息】: 尊敬的用户，感谢您选择DJI，正在帮您转接人工服务，请稍候~

(08:31:04) *** Rose joined the chat ***

(08:31:06) Rose: hi

(08:31:10) Rose: how are u

(08:31:22) joe: I'm fine thank you

(08:32:08) Rose: I'm not fine at all

(08:32:41) joe: I'm sorry to hear that

(08:32:56) Rose: :(

(08:33:08) joe: What's wrong?

(08:33:48) Rose: there are so many customers want to know the shipping date of mavic order

(08:34:00) Rose: but we really don't get the update from warehouse team

(08:34:10) Rose: it make me feel so embarrassed

(08:35:18) joe: Well, to be honest with you, I'm not surprised people want to know when their mavic will arrive... after all, you've taken all our money and haven't given us anything in return

(08:35:23) joe: not even a date.

(08:35:39) joe: it's a joke. and you should be embarrassed.

(08:36:59) Rose: ok

(08:37:59) joe: I'm going to be on here every day asking where my mavic is until you give me a specific date.

(08:38:14) joe: we're only a week away from it being a month late.

(08:38:31) Rose: oh

(08:38:50) Rose: I'm pushing warehouse team everyday until they give me a update

(08:38:57) joe: sure you are...

(08:39:09) Rose: sure

(08:39:20) joe: I had no idea that DJI were terrible at customer service and relations

(08:40:13) joe: Even after i wrote a massive email to complain, all i got was an oh sorry

(08:41:00) Rose: yes

(08:41:11) Rose: when we are unable to help customer, we will say sorry

(08:41:43) joe: But you didn't even say it in correct english, which just comes across as completely unprofessional

(08:42:03) joe: Surely a huge global company such as yourselves can afford to pay a translator.

(08:42:37) Rose: where are you locate, joe

(08:42:52) joe: England.

(08:43:00) Rose: oh

(08:43:04) Rose: here we are in China

(08:43:10) joe: Yes I know that.

(08:43:24) Rose: the English here is different from your country

(08:43:40) joe: No, english is the same all around the world... it's english.

(08:43:56) Rose: oh

(08:44:09) Rose: do you know other language?

(08:44:20) joe: your website is in perfect english, so you must have gotten someone to write it. So why can't you hire them to answer my emails?

(08:44:46) joe: No I don't know any other languages.

(08:45:01) Rose: oh

(08:45:18) Rose: your English is perfect

(08:45:34) joe: Funny that, seeing as though I'm english...

(08:45:40) joe: I'm sure your Chinese is on point.

(08:46:42) Rose: haha, yes, my Chinese is on point

(08:46:56) Rose: but actually, I like English best

(08:47:12) joe: Well, you could've fooled me.

(08:47:39) joe: Look, all I want is a date for when I receive my Mavic Pro, I'm not looking for a pen pal.

(08:47:40) Rose: I really love English

(08:47:46) Rose: not fool you

(08:48:06) Rose: I have tried many ways to improve my English

(08:48:24) Rose: sometimes it seems very difficult

(08:49:47) joe: It appears you folks at DJI find quite a few things difficult

(08:51:06) Rose: no

(08:51:13) Rose: I don't think so

(08:52:16) joe: You're entitled to your own opinion, but I'm pretty sure tens of thousands of your customers will disagree with you there.

(08:52:37) Rose: yes, agree with you

(08:53:10) joe: That's good, I'm glad.

(08:53:18) joe: So how about that shipping date then?

(08:53:21) Rose: thank you, joe

(08:53:24) Rose: you make me happy today

(08:53:33) Rose: you encouraged me today, thank u so much

(08:53:56) joe: Maybe I should be a DJI customer support technician, then...

(08:54:49) Rose: aha

(08:54:55) Rose: really?

(08:55:33) joe: Well I'm doing a better job of encouraging people than you guys are

(08:56:13) Rose: yes, you are excellent in encouraging people

(08:56:32) joe: Thank you very much

(08:56:45) joe: ... and you're excellent at wasting your customers time.

(08:57:25) Rose: so sorry

(08:57:59) Rose: I should not chat with you so much

(08:58:23) Rose: if there is any update of the order, we will email you then

(08:59:31) Rose: I will try my best to push warehouse team everyday

(08:59:32) joe: Yes, I've been told that before. But as it's been so long, and you've been so unreliable, I feel the need to come here every day and ask you what's going on. But thank you for not being as boring as the others, if not a little bit weird...

(09:00:43) Rose: joe, thank you for your kindly patience, I will appreciate you

(09:01:25) Rose: I really appreciate you

(09:01:37) joe: Okay. Good luck on your English, you've got a long way to go. A perfect metaphor for DJI's customer relations.

(09:02:26) Rose: thank you, I will keep your advice in my mind

(09:02:41) *** joe left the chat ***

全 22 件のコメント
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[–]pknowsbest 13ポイント14ポイント  (1子コメント)

Your a dick as if that lady is holding back your mavic...she was hired to do a job that DJI decided she can accomplish...douche

[–]estebu 2ポイント3ポイント  (0子コメント)

Someone also has to work a bit on his English (chuckle)

[–]Altai22 12ポイント13ポイント  (5子コメント)

Holy shit buddy. I can't fathom how you came to consider yourself such a precious snowflake that you'd feel good about insulting and belittling another human being like this.

"My toy hasn't come yet! Where is my toy? You said I'd have my toy by now! If you don't tell me when my toy will come, I'll have to come back here again and make someone else feel like shit tomorrow!"

Absolutely unreal.

Edit: In case you're wondering, Champ, English is my 3rd language.

[–]Ducks_have_dicks 3ポイント4ポイント  (1子コメント)

I agree. It's not Rose's fault the products are late. She is just a girl in China, trying to make a living, getting paid next to nothing to listen to rich people bitch in another language, and hopefully try and make them feel better.

That being said, I do think things are being handled very poorly by DJI management, but belittling customer service reps is misguided at very least.

[–]Altai22 3ポイント4ポイント  (0子コメント)

100%. I've had my Mavic for almost two weeks ( Ordered on launch day ) so I feel for everyone still waiting for theirs. It does sound like DJI's processes aren't working great, but it's not like anyone is doing this intentionally. It'll get fixed.

He treated this woman like a piece of shit as though she deliberately wronged him on a deep, personal level and then shared it with the world to show how awesome he can be.

[–]knightrider10 -2ポイント-1ポイント  (2子コメント)

I get that people sound like they are little boys/girls crying for their "toys" that mommy and daddy promised them. But people need to realize that these "toys" are products that earn us money for business. Some people, like myself, use "toys" to make money and please our customers.

That being said, OP maybe did go about it the wrong way, but it sorta seemed like Rose had her fun with him as well.

[–]LaCanner 2ポイント3ポイント  (1子コメント)

Your commercial use of a product gives you no greater right to that product than anyone else who paid the same amount.

[–]knightrider10 0ポイント1ポイント  (0子コメント)

Sorry if thats what it seemed like i was getting at. I just mean thats why some people could be getting so worked up about this lie DJI has committed

[–]amcdon 7ポイント8ポイント  (1子コメント)

Holy shit, you are a giant, disgusting manchild. You should be fucking embarrassed that you treated a first tier customer service representative like that.

She even started your conversation by saying how defeated she feels due to not being able to get answers from DJI to give to all the people asking when their orders will ship.

I'm legitimately in shock right now that someone would treat someone who has no control over your particular situation like that. You are just so disgusting.

[–]Autorotator 4ポイント5ポイント  (0子コメント)

"Hello, I'm having a real hard time today because customers are upset and the company I work for isn't equipping me with the information I need to make them happy."

"I'm unhappy, your company is shit and your English is shit."

"I'm sorry, Sir."

"You're shit. Human shit."

lol guys look what I said! Joe is a dick. Don't be a dick like Joe.

[–]Braddrum 5ポイント6ポイント  (0子コメント)

You know she is just an employee for the company and not the owner right?

You've made yourself look an arsehole.

[–]Araya213 3ポイント4ポイント  (0子コメント)

This launch is bringing out the worst in people. So many entitled manchildren coming out of the woodwork.

*tips fotey to rose

[–]LaCanner 1ポイント2ポイント  (0子コメント)

Why did you think it was a good idea to brag on Reddit about how much of a fucking douche you are? Rose deserves an award for dealing with such a twat without losing it.

[–]Golden3ye 0ポイント1ポイント  (0子コメント)

I actually like that they are real people and not just regurgitating scripted responses like most other online chat services. Even if their english isn't perfect.

I dont like that they are not being very transparent about their shipping. They could extrapolate from the amount of units they shipped out last week a rough estimate of how long it could take to get your unit depending on your spot in line.

But nope!

[–]Berrylicious343 -2ポイント-1ポイント  (0子コメント)

Listen, I agree that he could have been a little nicer. But what DJI is doing is in a lot of ways infuriating. To have a company as big as DJI in 2016 take your money and then just fall silent is incredibly concerning. The Mavic is not cheap. To have no idea when you're going to get this thousand dollar "toy" makes me kind of mad too. And to continually get nowhere with their sham of a customer service ticks me off a little too. OP could have been nicer. But shit, DJI is fucking up in the transparency department.

[–]SLy_McGillicudy -1ポイント0ポイント  (1子コメント)

Yeah, it's definitely weird that they don't have a English customer service. It's only Chinese all the way.

[–]danm72 0ポイント1ポイント  (0子コメント)

They've an LA branch that does different hours of service. They're online now I think. They're useless too.

[–]JoeCo17[S] -3ポイント-2ポイント  (4子コメント)

Woah guys. I know I got a little flippant towards the end of the conversation, but you're all making out like I told this woman to just give up on life. I most certainly did not. And I respected that she spoke like a regular human, I even thanked her for it.

To the guy who put a made up conversation in quote marks, Autorotator, way to twist my words.

Just to be clear, I brought up the issue of language because I'd written a formal complaint to DJI and had received the following response:

"Dear Joe,

Thank you for contacting DJI online store. Greeting from DJI online Store!

Thanks for your kind email , we truly can understood the felling you are . We do want to arrange orders' shipment soon, but mavic is under pre order and the shipping period time is longer than the normal products that in stocks. We would like to improve ourselves in the following times to do more accurate assessment on new products shipment time.

Thanks for your precious suggestions. DJI"

My argument being that a global company such a DJI should at least have employees that can respond is English, French, German, whatever, and form a coherent sentence.

The fact that they've taken £1250 of my money, and won't even tell me when I can expect to get my "toy" (hilarious, mate. yeah, i'm just a spoilt kid, not an adult that has had to get a credit card to be able to afford this shit, and subsequently destroy my credit rating) to arrive.

Yeah I got a bit shitty with this poor girl, but only through the fact that I feel like a can't get through to anyone with any kind of solution or answer for me. If you were stood at the door of a club and had already paid to get it, but all you could get was the doorman, you're naturally going to have a bit of a go at him.

So yeah, she was my door man. Get over yourselves.

[–]njashl 2ポイント3ポイント  (1子コメント)

had to get a credit card to be able to afford this shit

Life lesson: getting a credit card does not magically mean you can afford stuff.

[–]Autorotator 2ポイント3ポイント  (0子コメント)

Usually the opposite. OP is a dick and financially irresponsible.

[–]LaCanner 1ポイント2ポイント  (0子コメント)

If you can't afford a drone, you shouldn't buy one, period.

[–]amcdon 0ポイント1ポイント  (0子コメント)

A little flippant towards the end? Really? Within the first 15 lines of the conversation you had already told her that she should be embarrassed. And then you didn't really let up for the rest of the conversation.

And BTW, a responsible adult either has enough money to afford something like this offhand, or knows better than to put it on a credit card if they don't.

So in summation, you should be ashamed of yourself.