In the building of Nanshan Science and Technology Park, Shenzhen, which is not too eye-catching, it is the world's largest drone manufacturer Dajiang's after-sales center, which is less than 10 minutes drive from the main headquarters of Dajiang.
Dajiang CEO Wang Wei wrapped up an entire floor here and recruited a team of hundreds of people to deal with the most serious problem that may have been encountered since the establishment of Dajiang—after sales.
Building panorama
Just a few days ago, a large Xinjiang user came to the after-sales center with a knife. "You do not change the machine, and I will hack you." The consumer threatened to threaten the large Xinjiang people. Before coming to the center of the large post-sales service, the consumer also wrote many threats to Dajiang staff and asked to change the machine.
For Dajiang, it's not uncommon for an irrational consumer to find a door.
Although consumer-grade drones have brought geek models to the mass consumer electronics market, due to the barriers to entry and the particularity of the use environment, after the unmanned aerial vehicles began to become popular, the after-sales conflicts began to appear in recent years.
As a large Xinjiang that occupies 70% of the volume of consumer-grade UAVs, the construction of after-sales services is obviously much more difficult than that of other competitors. In such a drone industry without any pioneers, including how to communicate with users, parts pricing, repair processes and other issues are testing Dajiang.
In this after-sales center visited by reporters, staff members need to deal with various problems in the use of drones by users from all over the country. If there is a user seeking after-sales service, the Dajiang staff will communicate with consumers through forums, e-mails, online chat, teaching videos and other methods. According to the customer's different product lines, such as the wizard group, Wu group, the corresponding customer service staff will begin to answer.
For some relatively simple issues, Dajiang also set up a "quick repair and quick change" service center. Some staff can give face-to-face answers to after-sales services. Some repairs can even be completed on the spot, and they can also help shorten the waiting time for users.
DJI Quick Repair Center
After communicating with the user to confirm maintenance, the machine will be sent to DJI's factory in Bao'an District, Shenzhen for repairs. In addition, customers can also self-repair directly at the official website. From the receipt of the product to the completion of the repair, the entire process will have a text and photographing process records, and synchronized to the user. After the repair is completed, the staff will also perform a test-cooling-restart process on the product to ensure that there are no problems before mailing it to the user.
Maintenance process photo synchronization