Issues with DJI Mavic Pro Drone - Retailer Is Sending Me to The Manufacturer

Lcamerone05 on 03/02/2017 - 13:12

Hey guys,

So I bought a DJI Mavic Pro Fly More combo about 10 days ago from Digi Direct Bondi Junction. I paid $2148 and it's been flown twice. Once that day and once this morning (travelling in between).

Now on both occasions I've had big issues with the gimbal knocking itself out of calibration and leaving me with a wonky horizon. In my opinion, this is a major problem with the device as it does not perform part of the role it is advertised to do (a functional 3-axis gimbal), thus entitling me to a replacement or refund.

I've read the ACCC info at https://www.accc.gov.au/consumers/consumer-rights-guarantees… and it appears it may be classed as a Major Problem however the shop is flat out saying you have to contact DJI or the importer, we don't deal with stuff like that. Also adding they've never had a single issue with a DJI product, despite forums all over the world indicating the Mavic is notorious for Gimbal issues.

TLDR- Am I within my rights to demand a replacement/refund from Digi Direct or is it a minor problem and they're allowed to send it away? I know they can't refuse to help me either way and I'm not wearing the costs of postage to DJI in China.

General Discussion

Related Stores

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digiDirect

Comments

  • garetz on 03/02/2017 - 13:37

    Yes, you have every right, you should report them to the accc.

  • camerone05 on 03/02/2017 - 13:42

    But do we think its a major problem or a minor problem?

    • Clear on 03/02/2017 - 14:02

      Major. If it was a scratch I'd call it a minor issue but this isn't anything close.

  • iscooljoey2 on 03/02/2017 - 14:22

    What payment method did you use?

  • camerone05 on 03/02/2017 - 14:30

    Card deposit over phone due to demand and cash to settle.

  • camerone05 on 03/02/2017 - 14:40

    Update: Just spoke to them again, they won't do anything without sending it away to the manufacturer. Why the hell do I have to wait when it's a faulty product? Major = replacement or refund, no?

    • RockyRaccoon on 03/02/2017 - 15:10
      +4

      Yes refund is in order. BUT

      They obviously dont have the technical experience to determine what the cause of the fault is. Hence they cant tell if its a fault that warrants a replacement or a fix. That is the real issue.

      Put it this way.

      A Jug doesnt work. Thats a major fault. However why doesnt it work. If the power chord is faulty replacing the power chord and the jug is fine. Does this mean you get a new jug, no a new chord.

      Now I agree that the analogy isnt perfect. A jug is a cheap good, so most retailers wouldn't bother and give you a new jug, but it's the concept.

      So the retailer in this case doesnt know if the fault is major or minor, so they send it back to have the manufacturer determine the fault. What they cant do is force you to send it back.

      BTW this wouldn't be influencing you would it?

      https://www.ozbargain.com.au/node/290616

      • ozhunter on 03/02/2017 - 15:50

        cord

      • camerone05 on 03/02/2017 - 18:13

        Haha I've got mine so I'm not much for deals now. Honestly very underwhelmed compared to the Phantom 4. Only positive thing is portability IMO.

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