[Guide]: The after-sales service problem of drones has been criticized. The maintenance cost is more expensive than buying a new machine. Who will save the drone maintenance price after the sale? Leading the old Dajiang to speak, optimize the after-sales service experience of the drone, fill the after-sales blank.
For drone players, the most terrible thing is the "fried machine."
After the "explosion machine", the most direct trouble is a series of property losses. As far as the drone industry is concerned, the after-sales protection is not as perfect as consumer electronics such as mobile phones. Under the smart, I think it is unlucky. It can even be said that for a long time, the drones were in a state of "no man's land" after sale.
The reason for this is mainly because there are many problems with the after-sales of drones.
The definition of responsibility is relatively difficult: there are many reasons for the damage of the drone, such as human error, the machine itself, electromagnetic interference around the environment, etc. When the drone is damaged, it is defined as the fault of the machine itself or artificial. It takes a lot of effort when operating incorrectly.
After-sales maintenance costs are too high: after the drone "explosive machine", if the responsible person is determined to be an operator and is not covered by the warranty, the drone player will need to pay a very high maintenance cost. In addition, for people with professional drones (such as aerial photographers), the maintenance time of drones also has a great impact on their work.
The testing standards are not uniform: many after-sales maintenance of drones, the testing standards for drone damage are not uniform, and the cost of maintenance and communication with users increases.
In response to these pain points, the leader of the drone industry, DJI Innovation, held a media communication meeting yesterday at the Happy Coast flagship store in Shenzhen, launching DJI CARE's "Change" and "Release" consumer protection plans. These two services are In order to optimize the after-sales service experience of the drone, fill the gap of the “no-man's landâ€
Replacement and warrantyIt is understood that DJI CARE "freely change" to provide consumers with two equipment replacement services within 12 months. DJI CARE offers an additional replacement service for 12 months and an extended warranty period of at least 12 months.
Specifically, within 12 months from the effective date of the DJI CARE service purchased by the consumer, the equipment can be used for two replacements, whether it is normal, old or worn, or unexpectedly faulty. service. The purchase of DJI CARE will be provided with an additional replacement service within 12 months, and the official warranty period will be extended immediately: depending on the warranty components, the PTZ camera, vision module and other components can be extended for the longest period. 24 months. The damage caused by abnormal product performance during the extended warranty period will be borne by the Dajiang official. In addition, these two services will also be accompanied by a third-party liability insurance worth up to $400,000, covering the personal safety or property damage caused to third parties by accidental collision, falling, loss of control, etc. concern.
According to the Dajiang after-sales service team, the biggest pain point of drone service is the long waiting time for maintenance. DJI CARE's "Change" and DJI CARE's "Replacement" provide the replacement service when the consumer sends the old machine, and the replacement device is shipped from the "free-for-change" dedicated warehouse, which saves the waiting time. In addition, Dajiang provides services such as quick repair and quick change, self-service repair and other services as much as possible to upgrade technical means and improve process efficiency to shorten consumer waiting time and improve after-sales experience.
High-frequency after-sales solutionAt the communication meeting, Dajiang also interpreted the issue of high-frequency after-sales consultation. Dajiang said that the lack of maintenance of batteries, the need for flight record analysis, and the loss of aircraft disposal are the three cases in which the largest number of consultations have been received after the sale.
For battery maintenance, Dajiang prompts that it needs to periodically charge and discharge the smart battery of the drone to maintain a suitable flight state, avoiding the performance failure of the lithium battery caused by too long idle time; for flight record analysis, Dajiang said that in addition to after-sales In addition to the data analysis conducted, consumers can export the drone flight records through the assistant software, analyze them themselves or submit them to third-party analysis to identify the flight details; and the responsibility of the aircraft loss, Dajiang proposes this as an industry-wide Difficulties, there is no better solution for the time being, and third-party organizations have not provided corresponding claims services to remind users to find the device body as much as possible in the event of performance failure.
Inspection process specializationAt the communication meeting, the post-sales staff of Dajiang demonstrated the whole process of after-sales service and maintenance, and explained in detail the operation rules of some repair stations. DJI wants to promote the professionalization of after-sales service through process and quality control management, ensure the consistency of service quality, and continue to optimize.
In addition, Dajiang also invited experienced users to introduce after-sales experience and flight experience at the communication meeting, and displayed a variety of after-sales contact channels, so that consumers can quickly obtain after-sales support through various means. DJI said that in the future, it will continue to increase investment in product technology, user experience design and teaching and training to improve the flight experience of consumers.
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