To be honest, I’m getting worked up again just writing this article about how Amazon treats its long-time Prime customers after they bought the DJI Mavic 3 Pro drone for $799.
For the history of the Amazon DJI Mavic 3 Pro Saga, I refer to these two articles here, as it is too much to recap.
Bill receives Amazon Refund on DJI Mavic 3 Pro!
Earlier today, long-time DroneXL reader and friend Bill H. reached out to me through Facebook Messenger. He said:
Great News. I got the refund!
I congratulated Bill on his result because, as of yet, I only know of a handful of people who were able to get Amazon to live up to its promise.
In this article below, I will explain what Bill has done to get Amazon to issue him the refund he was entitled to. I will also include the email that I will be writing to Amazon today, using Bill’s recommendations, in an effort to receive the credit or refund Amazon promised me.
Feel free to use anything from this article or even refer to it, as Bill has done, in your conversations with Amazon, as it may help.
Bill emailed Amazon Customer Service at [email protected] and explained the situation. The email was directed to Executive Customer Relations (important) and he included a detailed time line of all the phone calls, emails, and replies. He included screenshots of all the emails. He also included the total amount spent on the phone.
Bill even included the information from another Amazon customer that was used in this article here. He also mentioned that “there were successful refunds and that I was given such a promise in writing from multiple CS reps,” and reminded Amazon that he has a presence on social media.
Bill received one refund for the total amount of $1,505. Bill did not receive a number of small credit on previous purchases to get to this amount.
Based on Amazon’s principles of putting the customer first, and based on the results of other Amazon customers, anybody who bought the DJI Mavic 3 Pro for $799 should be treated the same way by Amazon and receive the same credit or refund.
In my case, I have only received a partial refund, and I was about to let it slide. However, after my conversation with Bill today, I feel renewed anger about Amazon’s treatment of its customers, and I will be sending them the following email to try to get this resolved for once and for all.
My DJI Mavic 3 Pro story and my email to Amazon that went out today!
If you are in the same situation as I am (and many others) feel free to use anything from this article and from the email below to get the credit or refund that Amazon owes you. Good luck and please let me know how you make out!
Dear Amazon Executive Customer Relations,
My name is Haye Kesteloo, and I am writing you this email to request the refund of $1,505 on my DJI Mavic 3 Pro purchase that I was promised by Amazon Customer Service Agents repeatedly, both verbally and in writing. I have included a detailed timeline of the events as well as screenshots to substantiate my case.
Monday, March 4th
03/04/2024 at 10:30 – On Monday morning, I came across the DJI Mavic 3 Pro drone on the official DJI storefront on Amazon. The drone is first priced at $999, then minutes later the price was lowered even further to $799, which is a significant discount on the normal price of $2,199. There was a second deal for the DJI Mavic 3 Pro Fly More Combo, normally $2,999, but now only $1,299. Another great deal.
See screenshots below of the DJI Mavic 3 Pro drones that were discounted.
03/04/2024 at 11:02 – I requested a phone call from the Amazon Customer Service Department. They called me, and I spoke with Michael E. for 3 minutes to verify that the DJI Mavic 3 Pro drone was indeed a new DJI drone and not a refurbished, used, or open-box item.
The customer service agent confirmed to me that this was indeed a new DJI Mavic 3 Pro drone that was normally priced at $2,199 and that during this Promotion the drone was available for $799. He explained that, as a long-time Amazon Prime customer, I could go ahead and purchase this drone and that after placing the order I would be receiving said drone in two days.
I thanked him and explained that I would be placing the order immediately.
03/04/2024 at 11:17 – Around this time, I placed the order. The DJI Mavic 3 Pro drone was to be delivered to me on Wednesday, March 6th.
Tuesday, March 5th
03/05/2024 – I check the status of my order and see that the delivery date has been delayed by one day. I have Amazon call me to find out what it going on. No worries they tell me, the DJI Mavic 3 Pro drone will arrive at your house!
Wednesday, March 6th
03/06/2024 – My order is canceled
03/06/2024 15:01 – I reach out to Amazon and talk to a number of different people, including Amazon supervisor JC.
03/06/2024 – 21:00 As per the instructions from Amazon’s supervisor, JC, I email him all the info.
03/06/2024 – 21:34 – I receive the confirmation email from Amazon.
Thursday, March 7th
03/07/2024 at 13:50 – I have Amazon contact me again to resolve the issue. Amazon tells me that the only way they can help me is by me buying the DJI Mavic 3 Pro again, but now at full retail price. Once I receive the drone, I need to reach out to Amazon so I can receive the promised refund on the drone to effectively bring the price down from $2,199 to $799.
03/07/2024 – 14:14 – Email from amazon after conversation to get refund after buying a new drone.
03/07/2024 – 14:48 – I place the order for a new DJI Mavic 3 Pro drone.
Friday, March 8th
03/08/2024 – 10:49 – I receive an email from Amazon saying that I sent my email from the wrong email address.
Saturday, March 9th
03/09/2024 at 14:37 – My new drone gets delivered by Amazon.
03/09/2024 – 15:07 – I respond to the earlier Amazon email and email them from the correct address.
03/09/2024 – 15:09 – As discussed over the phone and promised in the email, I reach out to Amazon to get the promised refund on my DJI Mavic 3 Pro purchase. I speak to a number of people, including Shellie from Amazon. One of the people I end up speaking to is supervisor Warren, who took notes of the entire situation and would forward it to the right people. I would hear back from Amazon in two or three business days, but no later than Thursday.
03/09/2024 – 18:21 – Email confirmation from Warren from Amazon.
Thursday, March 14th
03/14/2024 – 14:52 – Since I haven’t heard from Amazon or seen the promised email, I decide to contact Amazon again. This time I speak with Angel, and I get nowhere. She does not want to help in any way and ultimately hangs up on me.
03/14/2024 – 15:26 – Not deterred, I contact Amazon again and this time I speak with Shamz M. from first line support. He is very nice and says that he can help me by giving me a 20% refund on the DJI Mavic 3 Pro drone and he credits a number of older transactions as a gesture. I decide to take what I can get but feel that Amazon simply tries to make the procces so hard for you as a customer that you will ultimately give up and walk away. I almost did…
The above is a detailed timeline with all the conversations and confirmations. In total, I spent more than six hours on the phone with Amazon and talked to many different customer service agents. When you talk to Amazon over the phone, they will tell you that all calls are being recorded.
I’m hereby asking Amazon to review all my phone transcripts and emails in which they promise to issue me a refund on the purchase of the DJI Mavic 3 Pro drone to bring the price down to the $799 at which I originally bought the drone.
Amazon should treat all customers the same and issue me the refund just as it issued a refund to Bill H. and others.
I’m looking forward to your timely response and refund.
Thank you,
Haye Kesteloo
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