Jeff Goin Experience With DJI Osmo Mobile
2017-02-14 Hand held 3-axis Gimbal Stabilizer for Phone (Note
4). The unfolding "DJI Disaster"
I ordered the DJI Osmo Mobile 3-Axis stabilizer on Nov, 2016 and it
arrived soon after. We would be shooting video from which we could
extract stills for the upcoming Paraglider & Paramotor Instructor book.
The device worked wonderfully using just the basic features available
out of the box. Then I loaded the App which soon started crashing and could not
be counted on--it was useless as a result. Maybe it works on the I-Phone
but not on the Galaxy Note 4. No big deal, it turns out, because all the
necessary functionality is sufficiently available for our purposes. You can still control the device
sufficiently using its external buttons.
After getting used to it, we headed for Costa Rica and got some great
footage there. On about day 5 the adjustment knob fell off. I
don't know where it happened but it was not in the bag or car. This knob tightens
two arms down to hold the phone in place. It's not a show-stopper, in
fact I could make the necessary adjustments with nothing more than two coins against the stub. I
a knob. That's where I run into the worst customer service I've ever
experienced. Here goes.
- December, in Costa Rica. I contacted DJI through their online chat support.
They asked many questions, asked for proof of purchase to see if it was
within warranty, asked for a picture of the knobless unit, all of which
I provided. All that was completely reasonable, especially when they said
they would send a new knob and I should get an email within 24 hours.
Cool, I thought, that's pretty good service.
- December, 3 days later or so. No email. I contact support again.
After going through the same questions in a chat session, and providing
the same documents, they said I would get an email within 24 hours about
how to proceed.
- Over a week passed. We arrived home and I fashioned a rubber knob
which worked fine. I almost skipped contacting them again but still
wanted the metal knob that belonged on the device. Among other things,
it would be slightly better balanced.
- January 23. I contact chat support again and go through the same
drill although this time they say I have to send it in. Send it in? Why? I
just need the knob! The unit works fine. I try to BUY just the knob and
can't find any way to do it. Nope, we need to have you send it in but it
will be free, and that's the only way to get warranty service.
- OK, uncle, I send it in but take some precautions as described
My worry is that somehow the unit gets damaged in the process and
they say I damaged it, dropped it or something. So I took a video of the
RMA shipment label they sent me with the unit working so, if a question
came up legally, I could show that the unit worked fine. I sent it off.
This is the video
Weeks later I get this email:
Yes, they want me to pay for a half-hour service and $20 freight!!!
At this point I'm just livid and now it's a matter of principle. I'd
rather forego the device and pay the $100 filing fee for small claims
court, buy another one from a company that has a decent service
reputation and chalk it up to learning. Everybody has their limits. I've
never been to small claims court but have never had a company behave so
poorly in the face of such an easy solution to such reasoned requests. I
was never mean or threatening, I essentially pleaded for them to honor
their warranty or at least be rational. Had they said, "I'm sorry,
things falling off is not covered by warrantee but we can sell you the
knob for $20 (it's $4 according to their own email)" I would have
accepted it. I won't now, but I sure would have near the beginning.
I responded to their letter today Feb 14, 2017 so we'll see what
Three times I contacted you (check your chat logs
under my email address) asking only for a knob to replace the one that
fell off. Twice you said you could do that and the third time you said I
would have to send it in even though I explained that the device itself
was fine. But that was the only way I could get warranty service so I
sent it in.
Now I get a bill?
Do you see the illogic in this? If a door knob
fell off your month-old car would you expect to get a bill from the
Please do the right thing and send me my device
with its knob at no charge to me.