KA
Kyle A
1 reviews | Active since Jan 2014
20 May 2019, 19:40
Lousiest Service in the Drone Industry
This is the lousiest company when it comes to service. They actually give their partners like DJI a really bad, bad name. They act like they have a monopoly. Pity that I only became aware of their lousy service after I'd purchased the drone. Real pity because they actually have a great sales team.
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Replies (3)0
Replies (3)
Droneworld's replyOfficial
21 May 2019, 11:40 Good Day Kyle, Trust you are well. Thank you for your feedback. We have investigated your case and the following information has come to light. Peter Moyanga purchased an Inspire 2 X4S combo from Droneworld on 02 February 2018, in our Cape Town store. The next interaction with Mr. Moyanga was on 08 April 2019, when he brought the drone to our Tech Team for assessment. The repair ticket (5909 dated 8 April 2019) stated a Return to Home malfunction. Mr. Moyanga then advised the Droneworld Tech team that he had sent his drone to Navworld first, on 23 January 2019 for assessment. Unfortunately, Navworld did not assist the customer with a DJI Warranty procedure and quoted for repair only. On receipt of this Navworld quote, which equated to R40 749.02, Mr. Moyanga decided to bring the drone back to where he purchased it from, which was Droneworld. Since the DJI warranty is valid for 12 months and the issue was originally highlighted to Navworld 10 days prior to the warranty expiring, by the time it was raised with the Droneworld team, it was out of warranty. This is a very unfortunate sequence of events, which has understandably frustrated Mr. Moyanga. We pride ourselves in great service and will endeavor to assist where we can on this repair, however, from a warranty perspective, DJI will decline as it is out of warranty. We will be in contact with you shortly to discuss solutions and assist where we can. Regards, Natasha. Droneworld. Customer Care.
Droneworld's reply21 May 2019, 11:40
Official
Good Day Kyle, Trust you are well. Thank you for your feedback. We have investigated your case and the following information has come to light. Peter Moyanga purchased an Inspire 2 X4S combo from Droneworld on 02 February 2018, in our Cape Town store. The next interaction with Mr. Moyanga was on 08 April 2019, when he brought the drone to our Tech Team for assessment. The repair ticket (5909 dated 8 April 2019) stated a Return to Home malfunction. Mr. Moyanga then advised the Droneworld Tech team that he had sent his drone to Navworld first, on 23 January 2019 for assessment. Unfortunately, Navworld did not assist the customer with a DJI Warranty procedure and quoted for repair only. On receipt of this Navworld quote, which equated to R40 749.02, Mr. Moyanga decided to bring the drone back to where he purchased it from, which was Droneworld. Since the DJI warranty is valid for 12 months and the issue was originally highlighted to Navworld 10 days prior to the warranty expiring, by the time it was raised with the Droneworld team, it was out of warranty. This is a very unfortunate sequence of events, which has understandably frustrated Mr. Moyanga. We pride ourselves in great service and will endeavor to assist where we can on this repair, however, from a warranty perspective, DJI will decline as it is out of warranty. We will be in contact with you shortly to discuss solutions and assist where we can. Regards, Natasha. Droneworld. Customer Care.
KA
Kyle A's updateReviewer Update
21 May 2019, 12:59Dear Natasha,
Thank you for your prompt response to our protest message, on this public forum, which was prompted by our frustration at not being able to get anyone on the phone despite numerous calls.
Every time we've called a male attendant answered and his standard response has been that you do not take phone calls for your technical department but he is happy to take our numbers to have someone call us back. It has been well over two weeks since we were advised by DJI that you had been asked to resolve the impass with our drone and more than five calls later we await a return call. How is that service?
We are glad that this forum has at least result in some sort of reaction from you and look forward to further interaction with you but until then, our impression remains that your phone screener only gives your service department a bad name.
Awaiting your call
Thank you for your prompt response to our protest message, on this public forum, which was prompted by our frustration at not being able to get anyone on the phone despite numerous calls.
Every time we've called a male attendant answered and his standard response has been that you do not take phone calls for your technical department but he is happy to take our numbers to have someone call us back. It has been well over two weeks since we were advised by DJI that you had been asked to resolve the impass with our drone and more than five calls later we await a return call. How is that service?
We are glad that this forum has at least result in some sort of reaction from you and look forward to further interaction with you but until then, our impression remains that your phone screener only gives your service department a bad name.
Awaiting your call
KA
Kyle A's update21 May 2019, 12:59
Reviewer Update
Dear Natasha,
Thank you for your prompt response to our protest message, on this public forum, which was prompted by our frustration at not being able to get anyone on the phone despite numerous calls.
Every time we've called a male attendant answered and his standard response has been that you do not take phone calls for your technical department but he is happy to take our numbers to have someone call us back. It has been well over two weeks since we were advised by DJI that you had been asked to resolve the impass with our drone and more than five calls later we await a return call. How is that service?
We are glad that this forum has at least result in some sort of reaction from you and look forward to further interaction with you but until then, our impression remains that your phone screener only gives your service department a bad name.
Awaiting your call
Thank you for your prompt response to our protest message, on this public forum, which was prompted by our frustration at not being able to get anyone on the phone despite numerous calls.
Every time we've called a male attendant answered and his standard response has been that you do not take phone calls for your technical department but he is happy to take our numbers to have someone call us back. It has been well over two weeks since we were advised by DJI that you had been asked to resolve the impass with our drone and more than five calls later we await a return call. How is that service?
We are glad that this forum has at least result in some sort of reaction from you and look forward to further interaction with you but until then, our impression remains that your phone screener only gives your service department a bad name.
Awaiting your call
Droneworld's replyOfficial
22 May 2019, 13:32 Good Day, Thank you for your response. I have been in contact with Peter Moyanga and awaiting his feedback. I will escalate the matter to our Management team and will get this resolved soonest. We appreciate your feedback and endeavor to improve and learn from these situations, to ensure delivery of great products and service to our customers. I will be liaising directly with Mr. Moyanga going forward. Thank you once again. Regards, Natasha. Droneworld. Customer Care.
Droneworld's reply22 May 2019, 13:32
Official
Good Day, Thank you for your response. I have been in contact with Peter Moyanga and awaiting his feedback. I will escalate the matter to our Management team and will get this resolved soonest. We appreciate your feedback and endeavor to improve and learn from these situations, to ensure delivery of great products and service to our customers. I will be liaising directly with Mr. Moyanga going forward. Thank you once again. Regards, Natasha. Droneworld. Customer Care.