Since everyone is so concerned about this topic, let's talk about it! After the close of the CCF-GAIR summit organized by Lei Feng.com, Wang Fan, vice president of Dajiang, said in an exclusive interview with Lei Feng.
Recently, the issue concerning post-sales sales in Dajiang has become a topic of heated discussion. The core is the existence of a website named “SB-DJIâ€. For the drone industry, this site is no stranger to it. The website was established as early as two years ago by a loyal user of Dajiang. Since the user did not receive satisfactory after-sales service, he set up a website dedicated to complaints about Dajiang's dissatisfaction. Then the site gradually attracted people with similar experiences. Everyone shared their explosive and after-sale maintenance experience on the site. Recently, the website was reported by some mainstream media. These media believe that the existence of the website reflects the serious problems after the sale of Dajiang, and also reflects the immature situation of the drone industry products. In response to these problems, Wang Fan responded to Lei Fengwang one by one.
As early as two years ago, “SB-DJI†website had just received attention from Dajiang just after its establishment. Wang Fan stated that the negotiation between the two sides was still very tough. Da Jiang also sent a lawyer’s letter to its webmaster. The head of the station was not to be outdone. He posted a lawyer’s letter directly and issued a statement stating that he would never compromise, and the negotiations between the two parties were in a stalemate.
After that, Dajiang began to try to deal with this relationship in a peaceful way. Everyone would talk privately about each other's ideas. Slowly everyone discovered that the contradiction between the two sides was not great, and it turned out to be a friend. At the conference of Dajiang Elf 4 in March this year, the “SB-DJI†webmaster attended the meeting as a Danggu special guest, but Dajiang did not open it to the public.
In order to prove that Wang Dafan's mouth had reached a settlement with the other party, Lei Fengnet also contacted the chief of “SB-DJIâ€. The other party stated that there was no conflict with Dajiang and the misunderstanding was already lifted. Regarding recent reports on his website, he stated that the website is only a personal hobby and there is no commercial content. The website will not be closed. However, this does not mean that it has any prejudice against Dajiang. Instead, it has many practical suggestions on the website. In late Xinjiang, developers had follow-ups, which really improved the accident rate of drones and made it safer to fly.
“Dajiang is now doing a good job after sales. In fact, I am also very confused, and now I gradually turn to the explosion accident analysis to provide a reference case for the novice. If the work is too busy, I have considered turning off the website.â€
Currently, "SB-DJI" is still operating normally. However, the website has already evolved from the complaint platform personally viewed by the owners to the drone information platform, including the latest developments in the drone industry and the sharing of aerial photography and drone users. Machine experience, for drone users, especially small white users, the site has become an important drone tutorial platform. Of course, as the largest market share in the drone industry, posts on Dajiang still account for most of the pages. Today, Wang Fan also welcomes the existence of the site, and is even a learning platform for Dajiang, but he does not want to add judgment before everyone understands it.
"SB-DJI" Now Home
What did Dajiang do for after sales?Wang Fan said that before Dajiang did some places in the after-sales service did not in place, but at that time DJI also belonged to the start-up companies, in a period of rapid growth, and now the user experience in the effort is to use the previous Lost word of mouth to get it back.
In the past two years, we have come to see what DJI did for post-sale:
In June 2015, Dajiang opened a service point for quick repair service in Nanshan District, Shenzhen. Local users can make reservations and visit the door for maintenance.
In July 2015, Dajiang's after-sales management team was replaced. After the new after-sales management team took over, it strictly supervised the progress of repairs, including the length of reception, communication progress, and transparency of quotation;
In September 2015, Zhong An Insurance, the first Internet insurance company in the United Nation, launched the after-sales service plan for the “Under Inspire1†model drone, DJI Care. The service object has already covered its elven series and Wu series. In June of this year, DJI Care upgraded DJI Care to introduce a third party liability insurance for the first time.
In addition to the above, Dajiang Online is doing drone teaching on and off the line, online will launch a variety of new drone tutorial videos, offline will arrange a variety of activities, such as the new pilot training for drone white teaching Camp, DJI fan meeting, etc.;
As for the changes in Dajiang's two-year after-sales service, the chief of "SB-DJI" made the following evaluation of Lei Fengwang (searching for "Lei Feng Net" public number) :
“In the past few years, I have been repairing every three times and five years, so I have seen a qualitative leap forward in the quality of service in Dajiang, and there is no second company in the industry. The main improvement areas are transparency in the determination of liability, loss of photography and publicity. The product quality issue manufacturers pay for new machines, which were previously the weakest in Dajiang, including me, complaining and complaining. Now for me, the mentality is very complicated, in fact, SBDJI's continuous exposure, objectively urged the DJI improvement service Quality, improve product quality, based on my feedback, Dajiang also made more real software improvements in the later period."
Now Dajiang how to do after salesIn response to the after-sales service, Dajiang currently has an average repair time of 3.5 working days (excluding logistics time). After receiving the goods, Dajiang will impose damages on drones. At first, it will take pictures from various angles and then pass them. Analyze the flight records to determine who is the responsible party. Finally, if the user determines which part to replace, DJI will provide the corresponding parts quotations. If the user purchased DJI Care service, these costs will be waived.
The drone flight record in DJI Go (detailed flight record for each flight is embedded in DJI GO, and can be played back in full. The details of the user's operation of the pole, the altitude position of the aircraft, and the surrounding environment information at any time are Can be recorded, the user and the manufacturer during the after-sales service together to see this "black box" record, well documented)
In September last year, a video of Yangjiang netizens drowned in the drones on the Internet, and for this reason, Dacchi decided to return all old parts of the repairs directly. At the same time, in the first half of this year, Dajiang made a large-scale spare parts price reduction, which greatly reduced the maintenance costs.
Wang Fan said that the number of drones currently repaired in Dajiang is about one thousand units in one month, but 85% of them are caused by humans. Through the analysis of the data in the flight records, the users are likely to cause damage due to the use of drones. There are many, for example, the lens can only be photographed in front of the retreat process. What is behind it cannot be known, and then it is easy to fall down; and when it is relatively far and the signal is weak, it hits during the automatic return trip. Something to go to, or the height of the user's return setting is not enough. If these factors are difficult to avoid, then there is another that can help, that is to read the instructions, but Wang Fan said that few users will seriously read the instructions. For this reason, DJI tried to set up some hint instructions in the App, but some details couldn't be explained even in the App. For example, how the antenna of the remote control is best for the drone signal.
In order to educate small white users, DJI launched a "simulator" function in the DJI GO application last year. It is like a flying game that allows users to simulate flight without leaving home. In addition, in the first half of this year, Dajiang launched a paid "home teaching" service to allow new users to open their first flight with peace of mind.
Now facing the outside world's doubts about the after-sales service, Wang Fan said that the issue of explosives is a common problem in the drone industry. It can be said that this is the industry's original sin. Old model friends like SBDJI are actually psychological Expectant and psychologically prepared, but no white-little users, this is where DJI feels helpless on the one hand, and on the other hand spurs oneself to guide the market and constantly improve themselves. However, as an emerging industry, this industry needs more care. I hope that everyone can see that DJI has done two serious things. One is to educate small white users, and the other is to do a good after-sales service. After the sale of Dajiang, the chief of "SB-DJI" also gave his blessings:
“The darkest days are regarded as passing. After the hindsight of the sale, it has now become a part of the competitiveness of Dajiang. After watching Dajiang’s after-sales service come to the present day, I actually have a sense of accomplishment, and I don’t care what other people use. How do you see SBDJI?"